Customer Support Specialist (Contract)

About point.me

At point.me, we’re on a mission to increase the spending power for millions of people by turning loyalty points into travel wealth. We are committed to simplifying the loyalty points experience and increasing our customers' spending power by using our real-time search and booking engine, making it easy to book flights with points.

Over the last two-plus decades, points and miles have evolved into a multi-billion-dollar industry. Exact numbers aren’t published, but it’s estimated that $300 billion in award points are issued every year. For context, that’s on par with the GDP of Greece!

The Position

10-30 hours per week (inbox volume dependant) | Work a 3-4 set days per week

This is one of two part-time contractor positions that together provide full-week coverage of our customer support inbox. The two contractors will work opposite days, covering all 7 days of the week. Hours are flexible and will scale with inbox volume.
The expectation is to log in on your assigned days and work the inbox to zero — or as close as possible.

What You'll Do

• Inbox Ownership:
  Manage and resolve email-based support tickets, aiming to fully clear or get close to clearing the inbox daily.

• Customer Education:
  Run occasional pre-booked calls with premium users, either because they hit a snag within our product or because they’re detractors within our NPS.

• Voice of Customer:
  Help track customer pain points and make improvement suggestions.

• Cross-functional Collaboration:
  Work closely with our Services and Support Coordinator and CX Director to identify patterns in customer feedback, recommend improvements, and contribute to a smooth, thoughtful support operation.

Who You Are

• Experienced in high volume, email-based support.
  You feel confident handling a high volume of user inquiries with clarity and care.
  

• Strong communicator.
  You write clean, empathetic responses and can translate complex information into simple, actionable guidance.
  

• Process-minded.
  You enjoy improving response macros and tracking customer feedback, and you know how to spot opportunities to make things more efficient for your role and for our customers.
  

• Comfortable working autonomously.
  You thrive as part of a small team, take ownership of your work, and default to troubleshooting and research before looping in others.
  

• Tech-forward and adaptable.
  You’re a quick learner and are energized by a fast-moving, startup environment.
  

• Customer-obsessed.
  You see support as a critical part of the user experience and take pride in driving high customer satisfaction

Logistics

Flexible hours; two contractors working opposite days to ensure full-week coverage. You’ll log in once per assigned day, and clear out as much of the inbox as you’re able to before logging out.
Prefer afternoons but not mornings? Need every Tuesday off? We’ll do our best to work with your schedule when setting up the initial parameters.

Sound like a good fit? Let's chat.