Customer Support Agent

| Austin | Remote | Hybrid
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Role Summary:
As a Customer Support Agent (CS Agent), your role will be to focus on providing the correct resolutions for both consumers and inKind. You will handle consumer relationships and assist with their individual support needs while delivering best-in-class customer service. This position can be performed remotely but the ideal candidate will sit in Austin, Texas.
Responsibilities:

  • Handle specific inbound questions via email and chat
  • Recognize individual consumer support needs and resolve their inquiry
  • Provide resolutions at the first point of contact, avoiding escalation or multiple touch points for resolution
  • Handle complaints and call out any issues where appropriate
  • Provide excellent customer support, negotiation, and interpersonal skills, with the ability to recognize and support the specific needs of every individual
  • Acquire detailed knowledge of products and services to provide excellent support
  • Serve consumers across the product portfolio and resolve a wide range of common inquiries


Requirements

  • Bachelor's Degree preferred
  • 1+ years of experience working in customer support
  • Experience with Zoho Desk a plus
  • Strong problem-solving skills
  • Ability to deescalate and solve issues quickly
  • Strong organization and communication skills


Compensation/Benefits

  • Medical/Dental coverage plan
  • Flexible vacation and remote work policies
  • Team building and cultural experiences (i.e. offsites, speaker/seminar series, chef-led classes)
  • Career development training opportunities
  • Office-catered lunches and snack


inKind is an Equal Opportunities Employer. We believe that diversity is vital to inKind's ability to provide our clients with the best recommendations and are committed to fostering a varied and inclusive work environment. Your race, color, ancestry, religion, gender, gender identity, national origin, sexual orientation, age, marital status, disability or veteran status have no bearing on our hiring decisions. If you have a disability or special need that requires accommodation, please reach out at [email protected].

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • TrelloManagement
    • SalesforceCRM
    • SendGridEmail
    • CordialEmail
    • Google HangoutsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • AsanaProject Management

Location

Right in the heart of downtown Austin!

An Insider's view of inKind

What’s the vibe like in the office?

We're a collaborative, hard-working and ambitious team! We enjoy spending time together and celebrating each other's achievements. One of our values is to call out achievements big or small, which is something we practice regularly at all levels of the company. We're a very positive place to work (and being dog-friendly helps with that)!

Ellie

Head of People

What's the biggest problem your team is solving?

We've reached a pivotal moment in scale with the amount of users and clients joining our platform. We're wildly excited to release our new discovery portal and app that will create an expansive and connected network making it even easier for our users to discover new venues and unique restaurant events only accessible to our network.

Marcus

Head of Product

What makes someone successful on your team?

We are a team of doers who get things done in a collaborative environment. We move as one unit working closely to accomplish the team’s goals that, in turn, make inKind very successful. We ask questions (a lot of questions), make mistakes, and learn from every decision we make - evolving as a team as we learn from the past and plan for the future.

Matt

Chief Revenue Officer and Co-Founder

How do you collaborate with other teams in the company?

The team I’m on is oftentimes the first interaction a client has with inKind. That can be a lot of pressure, but the encouragement to speak up & collaborate across teams means that I have a solid understanding of team goals as well as the goals of the company. The more I interact with teams adjacent to mine, the better prepared I am.

Emma

Mid-Market & Enterprise Account Executive

What are inKind Perks + Benefits

Culture
Volunteer in local community
inKind participates in local volunteer opportunities such as LifeWorks gift drive over the holidays.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Hybrid work model
Diversity
Highly diverse management team
Mandated unconscious bias training
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Disability insurance
inKind pays for short-term disability insurance for our employees.
Dental insurance
Vision insurance
Health insurance
Wellness programs
Team workouts
A few of our team members are training for the Austin Half Marathon and 5k together! One of our founders organized running schedules for any team members who want to train together.
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
For qualifying employees, inKind has a generous child care benefit plan that pays approved child care providers $500/month for the first two years of a child's life.
Generous parental leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within

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