Client Support Specialist

Strawberry.me is a career coaching platform that matches people with vetted coaches within 24 hours. We help people who feel burnt out, lost, or stuck. Whether they want a career change, clarity, or just someone to help them figure out what they actually want. Our coaches are vetted, real, and matched with the user in under 24 hours based on their specific needs and situation. We're looking for a skilled and organized client support specialist to help us scale our client support goals as we grow. You will be part of a team that provides a high-quality client experience. This is a full-time role that requires 3 days in our Palo Alto office and 1 remote weekend day (Saturday or Sunday). 

WHAT YOU'LL DO

Client Support

• Ownership of tier 1 client inquiries, and escalate as needed to tier 2 and tier 3
• Manage high volume of client inquiries including but not limited to email, text, and phone calls
• Build relationships and trust with client accounts through open and interactive communication
• Process credits, cancellations, and refunds as aligned with company policy
• Track and report client feedback and account changes for weekly reporting

Technical Support

• Research and report technical bugs on the website and app as reported by clients
• Direct clients to technical troubleshooting steps

WHO YOU ARE

• 1 year of experience in a similar role that is client facing and involves a high volume of interactions
• Strong communication skills. Ability to adapt and respond to different types of clients, ability to explain technical and billing details
• Strong reasoning and analytical skills. Ability to spot trends and problems in client support using data
• Track record of meeting response time and client satisfaction goals
• Ability to multi-task, prioritize, and manage time effectively
• Add “moussaka” to your application to show you’ve read this section
• Interest in improving processes that impact the client experience

NICE TO HAVE

• At least 1 year of working at a fast-paced startup
• Experience using support tools: Zendesk, Help Scout, Fin, etc
• Experience using internal communication tools: Google Docs, Notion, Slack, Google Calendar, etc
• Comfortable using AI tools
• Experience with performance metrics and daily tracking of individual progress

This role is compensated at $32 – $36 per hour, depending on experience.

Note: We’ve seen a rise in job-related scams across the industry. To protect your safety, please note that we will never reach out to candidates via WhatsApp, Telegram, or other unofficial messaging platforms. All communication from our team will come from an official company email and through our verified channels. If you’re ever unsure about a message, feel free to reach out to us directly at team@strawberry.me to confirm its legitimacy.