Customer Support Specialist at Worksmith

| Austin
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About Worksmith

Worksmith is transforming the way high end brands manage their in-person customer experience by revolutionizing the store experience via our modern, easy-to-use facilities maintenance software. Our software-enabled marketplace seamlessly connects retailers, restaurants, salons, etc. with local service providers across the US and Canada to create store environments that reflect their brand.

 

Worksmith’s software saves time, money and headaches: 

For clients, Worksmith provides the peace of mind of knowing any emergency or recurring maintenance need is being handled efficiently and effectively by the Worksmith network.

 

For service providers, Worksmith is an easy-to-use marketing vehicle that provides job opportunities without the hassle of sales and marketing, billing or collections. Our platform provides the means for local service providers to dramatically grow their business: the top-performing service provider made nearly $500,000 in 2019.

 

As a Customer Support Specialist, you’ll be on the ground floor at this quickly growing company ensuring that our clients and service providers have a smooth experience with our platform.

 

A few other things to know about us:

We don't settle for good - we strive for great

  • The market opportunity for facilities management is $50B and we’re disrupting it. From years of experience working with technology startups and enterprise operations managers, we knew there was a better way to find, hire and manage service providers with smart technology, & we set out to build it.

 

We work hard and play hard

  • Not only do we strive for great, but we have fun doing it - we promote the phenomenal Austin lifestyle and enjoy team lunches with Franklin BBQ, foodie tours of East Austin, and ACL Festival.

 

We’re team players

  • Worksmith is a team environment - We cannot build this company without each and every team member, and we’re looking for people who jump at the chance to get in the game.

 

We rise to the occasion

  • We’ve come a long way, and we have a lot to do. We’re looking for those ready to lead by example.  If you’re ready and willing to roll up your sleeves, now is the time to join us!  This is an exciting opportunity to grow the company and your career along with it.

 

Overview of Customer Support Specialist

As our Customer Support Specialist, you will provide world-class service to Worksmith clients and vendors to support our business needs and continued growth. With excellent communication skills plus a knack for anticipating and solving customer concerns, you’ll guide our clients and vendors to success on the Worksmith platform.

 

The day-to-day responsibilities will include:

  • Serve as the front line, speaking with customers through Zendesk emails and over the phone to help improve their experience with Worksmith
  • Know the Worksmith platform inside and out, from both the client and the service provider perspective
  • Thrive in a fast-paced environment tackling an array of customer issues
  • Communicate professionally and energetically with clients and the Worksmith network of local vendors
  • Identify client and vendor needs to provide feedback to other areas of our business such as Product, Engineering, Vendor Success and Customer Success
  • Collaborate with team members to ensure the highest quality customer service is provided at all times

 

The right candidate:

  • Demonstrates excellent verbal and written communication skills
  • Is a team player who takes ownership of and pride in your work
  • Displays empathy and the ability to put yourself in the customer's shoes
  • Seeks opportunities to step up and tackle new challenges  
  • Problem solves proactively

 

Basic qualifications:

  • Based in Austin, TX
  • Past experience in the customer service industry

 

We also look for these qualities in our candidates:

  • A willingness to learn
  • A positive and hard-working attitude
  • Patience and tenacity
  • Organized and detail-oriented

 

What we offer:

  • A work-hard, play-hard culture with an entrepreneurial approach
  • Competitive compensation including stock options
  • 85/15 health and dental benefits
  • Vision benefits
  • 401k plan
  • Flexible vacation policy
  • Casual, fun work environment: we enjoy team lunches, happy hours, and electric bike tours
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • ReactLibraries
    • React NativeLibraries
    • AngularJSFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • HotjarAnalytics
    • IntercomAnalytics
    • InVisionDesign
    • SketchDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • LinkedInLead Gen

Location

210 Barton Springs Rd, Austin, TX 78704

An Insider's view of Worksmith

What’s the vibe like in the office?

We have a very collaborative vibe in our office. Our space is open and our desks are all pretty close so we can talk to each other rather than live through Slack (although we do love Slack). Luckily we all get along really well so it's not a burden to be so close together. Overall its a pretty hard working chill vibe in our office and I love it!

Jessica

Marketplace Operations Specialist

What projects are you most excited about?

The Tech and Product Team just kicked off an initiative to release one innovation project each quarter, what we're referring to as a "mooshot." This is a chance for us to take a quick detour from the roadmap, exploring some wild ideas or experimenting with cutting edge technology. It's been a refreshing mental shift and ton of fun to feed off of ea

Kaitlyn

Product Design Lead

What's the biggest problem your team is solving?

We're currently focused on building a scalable marketplace that connects clients to local vendors. It's a unique challenge that requires the right combination of technology and the human touch, and is extremely rewarding as we make progress!

Steve Hehl

VP, Engineering

What are Worksmith Perks + Benefits

Culture
Volunteer in local community
Our Worksmith Gives Back committee organizes monthly opportunities for our team to volunteer in the Austin community.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Worksmith employees can contribute up to $2,750 annually to their healthcare FSA and up to $5,000 annually to their dependent daycare FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Worksmith's team fitness initiatives include sponsored race teams and flag football teams.
Mental Health Benefits
Worksmith offers an Employee Assistance Program to provide on-demand access to professional counselors in the areas of depression, marital/family concerns, alcohol and drug issues, & traumatic events
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Worksmith provides 12 weeks of paid parental leave for all employees.
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Worksmith's "Healthsmith" committee organizes group outings, intramural sports teams, and a running club.
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within
Customized development tracks
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Apply now
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