Customer Success Advocate
About Sittercity
Sittercity’s mission is to make child care finally work. We pioneered tech enabled child care in 2001, and we connect millions of parents with babysitters and nannies every year. Recently recognized as a 2018 Chicago Innovation Award winner and one of the best places to work by Crain’s and Built in Chicago, we are building a platform that is radically simplifying the way we find, book and pay for trusted care. Headquartered in Chicago, we serve families and caregivers nationwide.
What you'll do
Are you looking to join an energetic team and forward-thinking company? Are you task-oriented, and do you enjoy problem solving? Would you love working with families and helping to make their day better? If so, then the Customer Success Advocate role might be the right fit for you!
Sittercity is looking for a customer-centric and motivated individual to join our Customer Success team. In this role, you'll utilize your organizational, problem-solving, and people skills to provide real-time support to our network of families and sitters. As a Customer Success Advocate, your day-to-day will include connecting with customers through phone, email, and chat.
The working hours are Monday - Friday, 8am-4pm CST. An ideal candidate will have a fairly open schedule to pick up additional hours as they arise.
This is largely an in-office position. It may offer some remote flexibility, though any remote work is based on performance, requires consistent and reliable at-home high speed internet and is subject to manager approval.
Job requirements include:
- Provide phone, email, and chat customer support, responding to inquiries ranging from account features to membership concerns, all in accordance with internal guidelines and policies
- Commit to making sure each and every customer has a fantastic experience
- Meet or exceed customer satisfaction goals and Service Level Agreement metrics
- Provide input that will help us build out and streamline processes
- Effectively work independently on trust & safety tasks, bug reporting, system support work, and any other project or operating process assigned
- Educate members on the value of the Sittercity platform, including our premium subscription and background check options
About You
- Strong customer service, technical, computer, and written skills
- Must be positive, goal oriented and able to work well independently as well as on a team
- Have a customer-centric point of view and understand how to uphold a kind tone across all contact channels
- Extremely detail-oriented and organized
- Bi-lingual in English and Spanish is preferred
- Experience with Zendesk software preferred
- Prior experience in a customer support role preferred
Benefits and Perks
- Food and healthy snacks throughout the day
- Ping pong, foosball and on-site fitness center
- Company events, social outings and volunteer opportunities
- Open personal time off policy
- Industry leading maternal and paternal leave
- Great benefits package, including; health, dental, vision, disability, life, 401(k)
- Support for flexible and remote working environments
Sittercity is committed to hiring a diverse workforce. We consider all applicants for employment without regard to race, color, sex, sexual orientation, gender identity, religion, age, national origin, disability, veteran status, or any other basis as prohibited by federal, state or local law.