Customer Support Associate

Customer Experience Associate
Los Angeles, CA
Customer Experience — Support
Full Time (Fully Remote), Monday - Friday 8am - 5pm PST

JOB DESCRIPTION

The Customer Experience Team is excited to virtually interview, hire, and on-board with thoughtful precautions taken every step of the way. All Customer Experience teammates will work remotely.

The ultimate mission for the Customer Experience Team is to provide a seamless support experience for all STEEZY Studio members in every step of their dance journey! We love what we do and ensure that our work contributes to STEEZY’s overall mission to make dance the next big sporting and fitness category, starting with the best online dance classes.

We’re a growing team of inclusive, motivated, and proactive individuals, and we’re looking for new Customer Experience Associates to join us! Are you a naturally empathetic problem solver? Do you love helping people? Is the journey just as important as the destination for you? Are you looking for a team to motivate you to grow and develop your skills? If so, you may be just who we’re looking for!

The new Customer Experience Associate will engage with our member base through email support communication, and assist our members with cancellations, refunds, account management, and any questions or issues they might be experiencing.

What you are accountable for:

Complete mastery and knowledge of STEEZY Studio's registration flow, subscription and account management, products/features, and refund process to balance business and member needs
Responding to members in an efficient, friendly, and professional manner over email, ensuring the highest possible level of customer satisfaction and advocacy

Requirements:

At least 1 to 2 years working in a professional office/tech environment
At least 1 to 2 years working in a customer support/experience role
Fluent in English for both written and spoken
Preferred experience working with Zendesk or similar tools (i.e. Salesforce)
Please include "STZCS1" in the subject of your application
Demonstrated communication skills, both written and verbal
Demonstrated understanding of consumer apps and technology
Demonstrated problem-solving skills, the ability to identify the root cause of various issues

The following would be excellent, but not required to have:

Dance experience
Demonstrated experience with subscription-model support
Familiarity with STEEZY Studio
Familiarity with hip-hop and dance culture

It’s our mission to make dance accessible to everyone, and we're building an amazing place to work for that mission. We think of ourselves as creative craftspeople, centered around a growth mindset who embrace feedback from anyone.

We make sure to focus our efforts both on products that our members love and our own professional development, and we do so by uplifting our members, co-workers, and ourselves.

As a startup, we move fast, stay nimble, focus intently, and put in only our best efforts. We work hard and stay motivated because we know the journey our members are taking is one worth supporting.

?STEEZY Squad

Based on the California Consumer Privacy Act of 2018 (CCPA), as an applicant of an open role at STEEZY, below are the pieces of personal information STEEZY will collect from you:

Name
Contact Information (email address, phone number)
Employment History
Education History

We use the above personal information as part of the process to find qualified candidates to fill our open roles. STEEZY does not “sell” a candidate’s personal information as defined under the CCPA. STEEZY discloses candidate personal information to affiliates of STEEZY, partners/third parties who provide services to help us fill our roles, and government agencies as required by law.