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Customer Success Associate at Huckleberry Labs

  • Customer Service Jobs
  • Freelancers/Contractors
  • 2 months ago
  • Work Remotely
  • Shift Part-Time
  • Job experience 1 Year

Job Description

Customer Success Associate at Huckleberry Labs

About Huckleberry

Huckleberry’s purpose is to create life-changing products and experiences through fresh, beautiful, human-centered technology that brings health, well-being, and a bit of magic to every family.

We combine Data, AI, and Behavioural Science to build products that are at the cutting edge of tech today.

The app has 4.9 stars, garnering rave reviews from people who call it “life-changing” and their “#1 recommendation to parents”.

We are rapidly growing and building new products to enable every family to thrive.

About the role

We are looking for a Customer Success Associate to join our growing team.  As a Customer Success Associate, you will be critical to executing our mission of enabling every family to thrive by enabling our customers and their families to get the maximum benefit from our apps. 

You’ll work directly with customers via Zendesk and Jira to resolve any issues that may arise for our customers.  There will be times when you can diagnose and solve problems yourself for customers and other times you will need to raise an issue to the relevant internal teams (e.g. Software Engineering) to find a solution whilst keeping the customer fully informed as to the status of their issue.  As one of the first people that our customers will interact with, you’ll be creating a great experience for our customers and ensuring that their queries are resolved effectively and efficiently.

This is a fully remote, 12-month, part-time (15 hours per week), 1099 contract position.  You’ll work your 15 hours spread across each weekday (Monday – Friday) with flexibility on when you work each day. 

Areas of Responsibility

  • Resolve & reply to questions via email (most often about whether the app has a certain functionality, login issues, updating account settings) in an efficient, empathetic manner

  • Use our internal portal to update account settings for users

  • Escalate issues to the appropriate person (e.g., report technical issues or common feature requests to engineering, sleep plan questions to the Sleep team)

  • Stay up to date on product and service features, functionality, and known issues

  • Write FAQs: common questions should be turned into a clear and concise self-serve article at https://huckleberry.zendesk.com/hc/en-us

  • Assist with managing beta testers

Requirements

  • Excellent written communication with perfect grammar

  • Efficient while being empathetic

  • Strong problem-solving skills

  • Comfortable with using technology, apps, and social media

  • 1+ years of customer support experience a plus

  • Experience with ticketing software, such as Zendesk, a plus

  • Experience using a tracking app and improving a child’s sleep or behavior a plus

Compensation

  • Hourly rate – $20 – $22.50 per hour dependent on experience

Huckleberry Labs is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Huckleberry Labs makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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