UrbanSitter Hiring for Member Services Associate at Remote Full Time

About UrbanSitter:

UrbanSitter is an app and website that’s making it easier than ever for families to find, book and pay trusted care for the entire household, from child care to tutors, pet sitters, housekeepers, and senior care. Providers looking for jobs come to UrbanSitter for direct access to flexible work that fits their schedule.

Our mission is to empower our members to pursue their choice of balance between education, career, family and self. We achieve this mission by delivering the most trusted and efficient marketplace for finding and managing in-home care. UrbanSitter’s team also carries out our mission through demonstrating our core values: decisive action, transparency, scrappiness, grit, empathy, recognition, and equity.

Description:

The UrbanSitter Member Services Associate is a key member of the Member Services team. Customer support via email is the foundation of this role, thus you must be passionate about helping others and interested in written communication. The responsibilities of this role are dynamic and will regularly call upon your ability to independently solve problems, prioritize, and be resourceful.

You will be part of a small, hard-working team, so you must be highly motivated, well-rounded, and a team player. As a member of this team, you will need to be positive, collaborative, and driven to help shape the role of customer support within the company. Teamwork is a must have quality that strongly contributes towards the success of our team and support of our members.

Location:

We have teams located in CA, CO, OR, FL, HI, WA and VA. This position can be based out of any of these locations, and the team works fully remotely.

Schedule:

The Member Services Associate will be expected to commit to 40 hours per week, 5 days a week with one of those days being Saturday or Sunday in a distraction-free remote environment.

Responsibilities:

• Provide productive, delightful, professional, and efficient service to the UrbanSitter community by composing thoughtful and accurate messages
• Be the first point of contact to handle and resolve customer complaints, including urgent situations
• Identify and escalate issues appropriately
• Arbitrate situations between families and providers
• Research and troubleshoot problems using available resources to self help towards solutions
• Moderate and monitor user-generated content while controlling numerous concurrent tasks
• Actively monitor team reports and platform behaviors to identify problematic actors and keep the community safe and trusted and in-line with our terms of service
• Proactively and independently work to meet targets and goals
• Eventually becoming an active member of at least one specialized support team (Trust & Safety, Reliability, Payments, etc.) and being able to document processes and procedures for that team as well as train others in your specialty in the near future

Requirements:

• Ability to work flexible hours including at least one weekend day along with occasional holidays
• Passionate about the in-home services marketplace and providing an outstanding member experience
• Patience, empathy, and a unique ability to manage stress
• Open to change with a willingness to learn new tasks
• Learn quickly under pressure in an ever-changing environment
• Eloquent writing skills
• Fluency in English with strong communication and interpersonal skills
• Strong investigative and problem-solving skills
• Technical aptitude along with the ability to pick up and troubleshoot new technology quickly
• Reliable in taking ownership of the assigned tasks to see that they are completed and carried out through the work day
• Willingness to be a collaborator in improving team processes and team goals

Pluses:

• Active, passionate UrbanSitter user
• Familiarity with support ticketing systems, especially Zendesk
• Experience with Slack, Stripe, Zoom, Looker, Checkr, and/or Evernote.
• Familiarity with browser-specific nuances and troubleshooting
• Professional experience supporting or testing a mobile application
• High-level proficiency in Excel and Google suite of collaboration products
• Fluency in Spanish

Job Type: Full-time

Pay: $60,000.00 – $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 2 years

Weekly day range:

• Weekend availability

Work setting:

• Remote

Application Question(s):

• You will be expected to commit to 40 hours per week, 5 days a week with one of those days being Saturday or Sunday. Does this work for you?
• What State do you currently reside in?
• Are you willing to work some holidays?

Education:

• Bachelor’s (Preferred)

Experience:

• Customer Service: 2 years (Preferred)

Work Location: Remote