Customer Experience Agent - Live Support
At Slack, we consider Customer Experience essential to our success. We have a healthy roster of high-profile companies that rely on Slack for their day-to-day communication, and we want to provide them with the best service possible. Our Customer Experience team's top priority is to make our customers successful and ensure that their experience using Slack is a pleasant and productive one.
As a Customer Experience Live Support Agent for Slack, your task is to make our customers successful. This is a demanding role that requires a unique skill set. As the voice of Slack, you will act both as an advocate for our product and a champion for our users by communicating with them via live chat, as well as other support channels. Your job is to ensure that Slack's customers have the best experience possible, no matter how they choose to contact us.
Slack has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative.
What you will be doing
- Provide thoughtful, personalized communication to Slack users primarily via chat as well as email and social media.
- Effectively resolve customer inquiries in a considerate and timely manner.
- Document customer issues efficiently and concisely.
- Make active contributions to help achieve team goals and successes.
- Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.
What you should have
- You care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful.
- You have prior experience doing live chat support. You know that every bit of work you do makes a real difference in making a customer happy.
- You understand the web and how it works. You're not necessarily writing and deploying your own JQuery-based, CSS-heavy responsive sites, but you're also not intimidated by the technology.
- You know when something is over your head and are not afraid to ask for help. You are skilled at explaining technical problems succinctly and clearly.
- You are a naturally empathetic and articulate communicator.
- You can work with us in our office in Vancouver.
- College degree or equivalent professional experience preferred.
- You are available to work weekends (either Sunday-Thursday)
Slack is a layer of the business technology stack that brings together people, data, and applications – a single place where people can effectively work together, find important information, and access hundreds of thousands of critical applications and services to do their best work. From global Fortune 100 companies to corner markets, businesses and teams of all kinds use Slack to bring the right people together with all the right information. Slack is headquartered in San Francisco, CA and has ten offices around the world. For more information on how Slack makes teams better connected, visit slack.com.
Ensuring a diverse and inclusive workplace where we learn from each other is core to Slack’s values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
Come do the best work of your life here at Slack.