Customer Support Coordinator (Contract)

Job description

Tinybeans is a publicly-traded tech company that is in active growth mode, continuing to invest in fulfilling our mission- to connect parents and their families with the most trusted tools on the planet to help them thrive. We feel fortunate to be welcoming more users to our platforms than ever before and playing an even more important role in parents’ lives..

With a platform reach of over 20 million users, a deep content partnership with Apple and a 5-star App Store rating, Tinybeans is on a mission to help families create real connections with each other and with tailored resources to help them thrive.

Your Part in Our Mission:

We are looking for an organized, attentive, reliable, empathetic, astute, go-getter to join our incredible Happiness Team in our New York office. You will be the voice of Tinybeans, the front-of-house when it comes to communicating with customers about our brand, mission and product. You will be a trustworthy point of contact for our customers and the ultimate advocate for their best interests. The ideal candidate will be detail-oriented, patient, personable, humble, and great at communication. Our customers love us, and we want them to love you, too.

You will…

  • Be expected to learn and understand our product from back to front, to better help our user base

  • Be the first contact point for our customers

  • Help identify product issues

  • Support current processes and tools, and have a say in improving what’s already in place

  • ​Pre-empt customer issues, and keep the Head of Product Marketing informed of contact spikes and possible issues that could lead to a negative customer experience

  • Assist in the processing of online orders, and processing of some of the online products we offer

  • Assist with helping us grow our social media presence, as well as assisting anyone who contacts us through these channels


You are...

  • Dedicated – you love what you are doing and you will go out of your way to keep our users happy

  • Helpful and empathetic – you enjoy helping customers with their issues and understanding their needs and concerns

  • Friendly and Patient – you understand that sometime customers cannot clearly articulate their issues and you are happy to guide them towards a resolution

  • Responsible and reliable – you are good at prioritizing your time and take ownership of your work

  • Forward-looking – you are always on the look-out for ways and tools to improve the customer support process

  • Fun – you are a team player who operates without ego and has fun along the way

  • Growth oriented – able to adjust to process changes and implementation of new systems required to grow the company and achieve its vision


We will …


  • Support you in remote work
  • Expose you to all aspects of a start-up experiencing incredible growth.
  • Enable you to make a difference globally
  • Welcome you to be part of a publicly-traded company with a global reach
  • A playful team that supports one another like family




Requirements

You have...

  • Strong analytical skills

  • Minimum 1-2 years experience in a customer support role

  • Experience using customer support tools is a plus (Help Scout etc.)

  • Experience in using live chat (as a customer or servicing customers)

  • Excellent writing skills, computer literacy and keyboard skills

  • Experience working within a technology company (preferred)


At Tinybeans, we work hard and are committed to building a diverse team, fostering an inclusive culture, and investing in equity across our organization. Together, with our different perspectives, experiences, and backgrounds, our people are successful in jobs and are better able to address the needs of our customers.