About PerkSpot

We work with America’s top employers to offer the best perks and discounts to their five million employees. These exclusive savings are a great recruitment and retention tool that allows their employees to take advantage of unique opportunities and feel great about their company.  We help employees from over 600 companies like Spotify, Walgreens, McDonald's and Lyft to save on everything from gym memberships and movie tickets to electronics, new cars, and travel.

We’re proud of our leadership position in the industry, but we’re committed to doing more – developing better products, reaching more employers, and getting more employees engaged with our platform.  
We’re a team of forty people working out of our office in Chicago’s River North neighborhood. We dress how we like, stock a good beer selection, boast unlimited vacation days, and work to the background of our office Spotify playlists.

We hold weekly all-company get-togethers on Fridays over beers, where we learn from what went wrong and celebrate what went right. That’s why every week at PerkSpot, we aim a little higher and get a little bit better than the last.

Most of all, we dig good people with lots of energy and enthusiasm. We work hard and expect a lot of one another, but we often find enough time left in the day to play a quick game or work on our dart arm.

About the Role
PerkSpot is looking for a new full time Customer Service Lead.  The Customer Service team loves having a good time while helping all of our customers. We are mission focused and results oriented. This position demands versatility, as we are a fast-paced environment. We are searching for an individual who isn’t just going to get the job ‘done’ but also go above and beyond. We take pride in our customer satisfaction and we are looking for someone that is understanding and patient. You’ll have the opportunity to help shape a customer service team, contribute to our awesome company culture, and improve the level of service we provide. You’ll work various shifts including weekend coverage, all based on business needs.

What You’ll Do

• Lead a team of 4+ full-time customer service professionals (Handling ~5% of incoming tickets yourself)
• Improve key performance metrics including customer satisfaction, NPS, and first-time resolution.
• Partner with executive team to improve the customer journey
• Empathize and connect with our customers
• Help agents focus on first-time contact resolutions
• Be a part of a tight-knit team, working together to provide superior technical support and maintain a positive environment.
• Liaison between the tech and support teams
• Hold quarterly check-in meetings with CS reps
• Champion customer needs internally by providing feedback and escalating cases, ensuring they receive attention deserved
• Build a customer retention program

Qualifications

• 3+ years experience working in a customer service role 
• Expert knowledge of the customer service journey
• Excellent interpersonal, written and reading comprehension skills
• Ability to retain customers and handle challenging calls with positivity and professionalism
• Determination and a thorough problem solver      
• Ability to thrive in a fast-moving, constantly changing, startup environment
• Understanding of basic computer and home networking terminology
• Knowledge of ZenDesk is a plus
• Chat experience is a plus

Schedule

• 40+ hours a week
• Some holiday hours necessary

Your First Month
Your first month here at PerkSpot you will be all hands-on deck. We’re going to challenge you early on. We will challenge you to grow, and have you improve our current customer service procedures. You’ll engage with all buckets of the business, and weigh in on best practices. You will help shape our wellness program, file dispute charges, shape our online customer chat experience, and help all of our users along the way.

Throughout Your Career Here
We're a fast-growing company, and we need key players like you! You're going to play a key role in shaping every part of our Customer Service team. That means we're going to trust you with more responsibility than elsewhere, we will help you grow and have you pitch ideas.  You’ll partner with all departments to recognize patterns, and opportunities.

You'll stand a little taller every time you walk into a Walgreens, Chipotle, or onto a Southwest Airlines flight, because you'll be playing a role in making those people love their jobs that much more. You'll get in the habit of getting excited to head to work every morning, because you know you'll be working in a place where you can actually get stuff done, surrounded by a group of people you're actually proud to be working with.

Yeah, you're also going to snag a few good deals for yourself, too.

Benefits
PerkSpot offers the full suite of benefits you’d expect from a profitable, established company like us.  We offer complete health and dental insurance, commuter benefit and 401k program. We have in-office bike storage and a shower on-site. We offer an open time-off policy. The beer is free, and we’re pretty obsessive about our premium coffee.

Apply
All applications will be kept strictly confidential. Please submit a cover letter telling us how you stack up to the qualifications we’ve listed, plus any other details you feel would be relevant to your fit here at PerkSpot. A cover letter is important to us -- we know it’s old school, but we skip candidates who miss this step in the process.

PerkSpot is an Equal Opportunity Employer.