Customer Support Representative II - U.S. based

As a customer service enthusiast, you will recognize that our network of Auto Repair Shops is the cornerstone of our business and is the key to our ongoing growth and success. With your knack for solving tough problems and your focus on delivering exceptional customer service, you will thrive in a Customer Support job with Shopmonkey. As the driving force in building loyalty with our Auto Repair Shops and growing our existing Customer base, you’ll deliver effective relationship-based customer service in support of the department. You’ll tackle challenges that will continually spark your intellect, fuel your passion and drive your professional growth. Liaise between our Auto Shop customers and cross-functional internal teams to ensure innovative, individualized solutions, satisfying the ever-changing needs of our Customer base. Through it all, your ability to form a trusted bond, listen attentively, and respond to all Auto Shop inquiries will make you the critical touchpoint between Shopmonkey and our valued Customers. Please note this is a hybrid role, with in-office expectations 3 days per week in our Morgan Hill, California office, and 2 days working remotely.

Shopmonkey is a growing and changing startup, so this role will include variety, change, challenges, and creativity in designing solutions, which goes beyond the typical support role. 

 You will have the opportunity to:

• Learn all about the Shopmonkey product suite and automotive industry
• Use a relationship-based approach, deliver best-in-class service to our Customers
• Respond to Auto Shop complaints and service-related inquiries professionally and compassionately. Work with the Customer Support Management team to successfully address escalated Customer concerns.
• Work closely with Engineering to triage, replicate and resolve complex customer issues.
• Effectively manage workload, maintain assigned schedule, and attendance standards.
• Professionally handle incoming requests from Auto Shops and ensure that issues are resolved both promptly and thoroughly.
• Utilize tools and resources on every email, call or chat to make appropriate recommendations to our Customers on how to effectively utilize the Shopmonkey platform.
• Maintain a balance between company policy and Customer benefits in decision making.

Support Metrics: 

• Meet department performance standards for servicing and responding to all ticket escalations from the Tier 1 Inbound team.
• Analyze and report trends from Auto Shops feedback, to determine needed process improvements

Communication:

• Ensure that all business-related items are successfully and professionally communicated either verbally or in writing, both internally and externally
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the experience our Auto Shops go through

Bonus Points:

• Enthusiasm to work evening or weekend shifts
• Experience in hospitality, automotive industry, call center, or fast-paced startup
• Able to take direction from peers and managers
• The ability to speak Spanish is a plus

We are looking for people who:

• Have 5+ years of customer support experience in a high volume call center environment, supporting clients by phone, email and chat
• Ability to reproduce, test and comb through logging providing advanced troubleshooting capabilities.
• Continuously look for opportunities to help your teammates learn and grow in their technical abilities.
• Have a clear, professional, friendly and informative communication style
• Enjoy creative problem solving and experiencing new and different challenges everyday
• Prior experience working with bug ticketing platforms, submitting and conducting triage of open bug tickets.
• Are self-directed learners and highly motivated
• Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity.
• Adapt quickly to changing priorities and evolving customer needs
• As a nice plus, truly appreciate cars and/or are familiar with the automotive industry

This is a full-time, non-exempt position that will be compensated within a range of $25-$32/hour. This position is also eligible for standard company benefits.

Why Shopmonkey? 

Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks (benefits below are mainly for U.S. based, full-time employees) Other benefits vary upon locatio