The Job
Tango is looking for a Customer Support Specialist II to come and join our team! This representative will work fully remote, but should be preferably based in the Mountain or Pacific Time Zone.
Every day you will have the opportunity to provide outstanding customer service via email and phone support to Tango recipients. You’ll be responsible for troubleshooting common gift card inquiries, and educating our customers on the ins and outs of our products. You’ll also have the opportunity to collaborate with and gain exposure to other internal teams, such as Customer Success Managers, Brand Partnerships, and Onboarding to name a few.
As a Support Specialist, you are self-motivated, and ambiguity excites you. You are a true puzzle master and there's no problem that you can't solve. You are one who seeks help and puts it to good use. If you don’t know, you’ll find out!
Please note: this is an entry-to-mid level role requiring 1-2 years experience
Reports To: Supervisor, Recipient Support
As Customer Support Specialist II at Tango, you will:
- Answer phone and email inquiries in a timely manner.
- Troubleshoot gift card issues reported by cardholders.
- Contact brand vendors to confirm gift card balances/status.
- Vet and process resend requests.
- Answer common questions regarding combining and exchanging rewards.
- Direct and/or forward contacts to the appropriate team.
- Call out major issues to management in a timely manner.
- Ensure inquiries are answered promptly and prioritized properly.
- Prioritize and manage assigned cases.
- Assist with special projects as needed.
- Provide feedback on new products and processes.
To be effective in our Customer Support Specialist II role, you must have:
- Primary location in the Mountain or Pacific Time Zone
- Minimum of 1-2 years of customer service experience (SaaS environment preferred)
- Experience supporting customers via phone and email queues.
- Professional experience working in a fast-paced full-remote environment.
- Experience using CRMs to track customer cases, ideally Salesforce
- Ability to communicate clearly and succinctly, in both written and verbal mediums.
- Skills in time management; you're able to prioritize work while meeting multiple deadlines.
- Ability to pivot and adopt new policies and procedures.
- Focus to be thorough and accurate when completing a task.
- Empathetic drive to make customers and their needs a primary focus of your actions
- Fosters strong, personal connections with team members and key stakeholders
Our ideal Customer Support Specialist II at Tango will have most of the following skills and experience:
- Knowledge of tools such as TalkDesk, Slack and Confluence
- Comfortability working in a MacOS environment
- Experience with live chat support
Salary: The targeted pay for this position is $18.00/hr. Please note that this is a contract opportunity. The contract is expected to last through June 1st, 2024.
This posting is open for applications through (April 2nd). After this date, we'll take down the posting while we review the applicant pool.
#Li-Remote #BI-Remote
Please note: visa sponsorship is not available for this position.
