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Customer Support Specialist, Sunday - Thursday 10am - 7pm ET ID-18652

About the team & opportunity

What's so great about working on Calendly's Customer Experience team?

We provide a high touch experience to each customer and enable them to maximize our product so that they can gain valuable time back into their day to day.

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Why do we need you? Well, we are looking for a Customer Support Specialist who has a curiosity for technology, critical problem-solving skills, and a desire to enable customers! You will report to a Manager of Customer Service being on the front lines of customer support issues during our day shift.

A day in the life of a Customer Support Specialist at Calendly

You will resolve tickets via Live Chat, Phone or Email promptly in a fast-paced environment and effectively maintain expert-level product knowledge. You will have the opportunity to participate in Calendly support initiatives and you will be measured by personal and team goals & metrics. Many customers have experienced the value of Calendly firsthand, and our team makes a huge impact on that experience. In order to stay at the top of industry customer service standards, we need to continually grow our team.

On a typical day, you will be working on:
  • Be the first point of contact for our users when they need help or have questions, providing solutions and creating the very best Calendly support experience
  • Help our customers schedule more meetings
  • Take a consultative approach to problem-solving
  • Maintain fantastic written communication skills
  • Be a Calendly product, use-case, and scheduling industry expert
  • Patiently empathize with customers with every interaction
  • Attend ticket audits and receive active feedback on a regular basis
  • Document & advance customer and internal issues appropriately
  • Go above and beyond to serve our customers and your team (be a self-starter)
  • Use your technical savviness and resourcefulness to assist customers relatively autonomously
  • Take ownership over the customer experience you provide

What do we need from you?

  • Technical software troubleshooting skill and experience
  • Live Chat or Phone customer support experience a plus
  • Someone who thrives in a challenging, fast-paced environment and enjoys helping people
  • A self-starter mentality and desire to make a direct, tangible impact on a rapidly growing product and company
  • Drive and ability to thrive in a metrics-focused role and team environment
  • Phenomenal written and verbal communication skills
  • Outstanding time management skills
  • Someone who works collaboratively with a passionate, customer-centric team
  • 1+ years of experience in software (SaaS) customer support
  • Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

Our ideal candidate will thrive in a fast-paced, high-volume, email, phone, and live chat-based customer support environment. This role will require product expertise, exemplary time management skills, critical thinking about problem-solving, and effective communication throughout the customer experience. Due to the hours of coverage, it is imperative that the person in this role exercise good, professional judgment and be able to thrive in a relatively self-sufficient context. We're looking for self-starters who are curious and intrinsically motivated to make an impact.

Available Shifts

In order to best serve our customers globally, and to support multiple time zones, seven days a week.

  • This role has a consistent 5-day per week work schedule that will include one weekend day: your shift each week will be Sunday - Thursday, 10am to 7pm ET OR Sunday - Thursday 11am to 8pm OR Tuesday - Saturday 11am to 8pm ET OR Tuesday - Saturday, 10am to 7pm ET

What's in it for you?

Ready to make a serious impact? Millions of people already rely on Calendly's products, and we're still in the midst of our growth curve - it's a fantastic time to join us. Everything you'll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you've ever worked with, then we hope you'll consider allowing Calendly to be a part of your professional journey.

Our Hiring Process:

We aim to provide an inclusive and equitable candidate experience to everyone who expresses interest in working at Calendly. To learn more about our hiring process, please visit our careers page at www.careers.calendly.com.

Once selected for an opportunity, the recruiter assigned to the role will keep you informed every step of the way. Have questions? Let your recruiter know! Want to share your experience? We are passionately committed to improving and building on our process, and we consider feedback a gift.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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