Support Team Quality Assurance & Personal Assistant Needed (Great benefits!)

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Let’s Roam - Support Team Quality Assurance & Personal Assistant

About Let’s Roam

This is a full time position at a top 50 Colorado startup as ranked by BuiltIn Colorado with generous benefits and competitive salary.


Let’s Roam is a startup that helps people explore the world and connect with others through scavenger hunts, BarHunts, restaurant experiences and more. Our activities help people connect with their environment through fun challenges and interactive games. We’ve helped friends explore the city, couples propose, and companies have a better work culture. Our company was founded almost three years ago and we are looking for very talented individuals to continue growing fast!


About You

You are motivated to build something incredible. You are creative, independent and have a love for learning. You're a self-starter, problem solver and natural leader. You communicate openly, share your ideas and don't shy away from feedback. You challenge both yourself and others around you. You are willing to do what it takes to grow Let’s Roam and are ready to inspire people to explore the world and help them connect with Upgrade to see actual infocredible Culture

In our office you'll find a friendly atmosphere where everyone's opinions and ideas matter. Our team is passionate about growing Let’s Roam and goes above and beyond to make sure that happens. We want you to grow with us, so you’ll have the opportunity to explore your own ideas and projects. We often promote from within and if you take initiative you can forge your own career path here. You will be challenged to find ways to improve our company and yourself daily. Our company hires and fires based on our core values to create a productive and diverse workforce that can focus on building something incredible.


Great Benefits

Let’s Roam was created during a vacation with Mike and Charlie Harding (the founders), so we encourage our employees to explore the world and discover new ideas through employee benefits.



About This Position

Mission
To help win dispute cases, raise the standard of service of the support team, and be a virtual assistant helping with emails and personal tasks.


Position Description
Quality Assurance (40% of time)
QA reports (done on the 1st week of the current month to assess the performance of the support team from the previous month.
Coaching sessions for agents
Random QAs
Website & App Quality assurance
Weekly tests of app and website to ensure key areas are working as expected

Handle Dispute Cases ( 5% of time)
Collect pieces of evidence (uploaded via stripe)
Contact customers who disputed charges if needed
Submit evidence on time (done via stripe)
Reporting for disputes
Including high value transactions

Support team reporting (10% of time)
Monthly team reporting & goal setting
Process high-value refund requests

Virtual Assistant (30% of time)
Research: travel plans, restaurants, hotels, things to do, flights, and other personal projects to the CEO
Manage personal Linkedin messages

Email management for key staff members
Misc. personal projects
Organize company shared drive


Occasional Responsibilities:
Responding to phone calls, chats, and emails when volume is heavy especially during the month of December
Outcomes
Higher chances of winning dispute cases
Higher quality of Customer Service team
Reduced number of chats and emails per agent
Less time spent on dealing with emails (CEO)
Less time spent on personal matters (CEO - personal projects)


Competencies
3 years experience on a customer service team
Experience with QA and audits
Excellent written and verbal communication skills
Ability to coach our current teaUpgrade to see actual infombers
Ability to accurately research and communicate findings
Excellent verbal and written skills
Ability to chat on linkedin and reply via email