Customer Service Representative, US market - (Bilingual English/Spanish)

Booksy is in the business of making people feel great about themselves.

Working here means you're helping people around the world every day. From empowering entrepreneurs to succeed, to supporting their customers to arrange 'me time' moments, we help people thrive and feel fantastic.

As a member of the Booksy team, you’ll be part of a global network of over 1000+ passionate individuals working together to support and elevate the success of small business owners.

Working in an ever-changing, scale-up where things are messy, and resources are limited isn't for everyone. If you thrive in a stable environment with big budgets, clear processes and structures then, we've got to be honest, we’re probably not for you. However, if you love bringing order to chaos, inventively solving problems, and prioritizing your own path within ambiguity, then you're going to love us.

Please note, this role will be for 40 hours per week/ 160h per month and is paid an hourly rate, based on the annual salary of $40,000- $46,400 annually.

What do we need?

As we continue to scale and develop our CS department, we are looking for a Customer Service Representative (US market) to support our business clients by addressing their inquiries and ensuring a smooth experience with our platform. This role involves working closely with the US-based customer base, ensuring top-quality service and timely resolutions.

Your responsibilities:

• You can provide assistance and respond to inquiries from US-based business customers through phone (inbound and outbound), offering technical support and education for the app; and replying to email inquiries.
• Handle customer interactions to resolve issues on the first contact, manage inquiries and data through internal systems, and maintain accurate records of all interactions and concerns via CRM.
• Effectively multi-task and manage a large volume of calls.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Report issues to the technical support team and provide timely feedback to the company through designated channels regarding service, bug, or provider concerns.
• Continuously improve your understanding of the app and enhance your customer service skills.
• Work respectfully with peers, other teams, and departments while maintaining a positive, empathetic, and professional attitude at all times.

We are looking for someone who can demonstrate:

• Must be available to work Monday-Friday in line with a CT timezone (8:30am to 5pm)
• Fluency in English and Spanish
• At least 2+ year(s) of customer service and/or technical support experience, preferably with technology/SaaS companies
• Strong knowledge of Windows, iOS, Android, web browsers, and GSuite
• Excellent interpersonal skills with a customer-focused mindset.
• Ability to combine technical “know how” with exceptional soft skills including but not limited to strong empathy, patience, communication and listening skills
• Ability to adapt quickly and handle challenging situations as they arise.
• Comfortable working under time pressure.
• Willingness to collaborate with an international team and adapt to different cultural norms.

Some of the US benefits we offer are:

• Comprehensive health, dental, and vision coverage.
• Secure your future with our 401K match program.
• Generous parental leave policy to support your family; 12 weeks paid after 12 months with Booksy
• 20 Days (PTO) Paid Time Off
• Flexible work arrangements, including full-time remote work.
• Eligibility For Monthly Performance Bonus
• Pet insurance to help take care of your furry friends.

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We work in a highly creative and diverse industry so it goes without saying that we strive to create an inclusive environment for all. We welcome people from all backgrounds and are committed to fair consideration in our hiring process. If you have any accessibility needs or require reasonable adjustments during the interview process, please contact us at [email protected], so we can best support you.

Kindly submit your application and CV in English to ensure it is successfully reviewed.