Customer Care Representative

We are seeking candidates who are excited about a hybrid work environment where you will work 3 days onsite at our headquarters located in the North Loop neighborhood in Minneapolis and 2 days at home.  This position also requires some holiday and weekend shifts. 

Who We Are

We help hourly teams get shift done. 

At When I Work, everything we do starts with a mission to help hourly teams work better together. We deliver on that mission by making every piece of hourly workforce management - scheduling, time tracking, shift trading, team messaging, and more - easy and straightforward for managers and employees alike. 

The Care team at When I Work is the backbone of our company. We strive to differentiate When I Work in our market through best-in-class support. To us, that means leading with empathy throughout every interaction, seeking to understand customer’s business and industry goals, and providing the best and most efficient solution to accomplish these with When I Work. We focus on quality over quantity, modeling internal customer service and leaning on each other for guidance. We are innovative, fun and passionate about our product and customers. 

What You’ll Do 

As a Customer Care Representative, you will work directly with our customers to help them navigate When I Work’s suite of software.  You will communicate via email and chat with business owners, managers, and employees who are using When I Work to solve their Scheduling and Time & Attendance needs. With a fun, genuine, and empathetic voice, you’ll be troubleshooting and writing clear and concise instructions to solve questions about our software. In this role you will: 

• Develop a deep understanding of the When I Work product including the features available on different available plans and at different customer access levels and technical abilities.
• Provide personalized and professional support to external customers via email, live chat, and phone   to resolve basic to complex inquiries.
• Proactively communicate and collaborate with our distributed team to provide consistent and reliable support.
• Respond to customer reviews of the When I Work application on various App Review platforms.
• Successfully utilize resources available to assist customers including Confluence, Jira, HubSpot, Slack, help center, etc.
• Assist internal customers and peers with product questions via Slack.
• Troubleshoot and report new or possible product defects in collaboration with Senior Support Specialists.
• Follow established processes to report bugs and feature requests and escalate or transfer customer issues and concerns appropriately.
• Set up a successful remote working environment for non-office days which includes establishing an appropriate work space and the ability to readily receive and respond to customer and colleague inquiries.

Who You Are

You are an excellent written and verbal communicator with the ability to understand, empathize, and problem-solve via chat, and email. You have a passion for new technology and enjoy finding ways to make a complex situation simple. You are curious, dependable, resourceful, and get joy from going beyond to make customers successful. You are motivated by a strong, innovative, and passionate work culture and are constantly searching for ways to improve, inspire others, and add value.

Experience and Skills Needed

• Very comfortable using web and mobile applications.
• Ability to pick up on new technology quickly.
• Basic business software knowledge
• 1 to 2 years of customer support experience is helpful.
• Strong communication and interpersonal skills.
• Exceptional writing abilities to provide clear and empathetic customer support through email and live chat.
• Demonstrated ability to take initiative and use independent judgment.
• Able to efficiently manage multiple projects and tasks at the same time.
• Displays passion for and responsibility to the customer.
• Displays leadership through innovation in everything you do.
• Displays a passion for what you do and a drive to improve.
• A strong drive to complete tasks.
• Displays personal and corporate integrity.
• Able to reliably work scheduled shifts including some weekends and holidays.
• Bachelor’s degree or equivalent combination of education and experience, not required, but preferred.

What Would Be Awesome To Have

• Email and/or live chat experience dealing with complex issues, troubleshooting and problem resolution, preferably with software.
• Zendesk, Jira, Slack, or HubSpot experience is a plus.

What’s In It For You

At When I Work, your base pay is one part of your total compensation package. Actual base pay will depend on your job-related skills, qualifications, experience, and location, and other factors. For Minnesota based roles, the base salary hiring range for this position is between $42,000 - $47,000 USD.  Other benefits include:

• Professional development allowance
• Paid parental leave
• Health and dental coverage for a fraction of the cost of other employers
• Paid vacation and holidays
• Flexible work environment
• Volunteer time off
• 401(k) match
• Donation match
• Hybrid office, includes a monthly commuter stipend
• Casual dress code
• Dynamic and dedicated team