Customer Support Specialist

Double Good's mission is to create joy. We create joy with our delectable and award-winning popcorn. We create joy with our easy-to-use fundraising platform that raises a meaningful amount of money for youth sports and activities, empowering kids to pursue their dreams. We create joy through our Kids Foundation which hosts Double Good Days events across the country to bring all-ability fun to children with special needs and their families. As featured on the Today Show, Double Good is not just about the product; we have a strong social mission.

In recent years, Double Good has seen 40% year over year growth, and we're excited about our future! We're excited about the possibility of you joining our mission. We are looking for a Customer Support Specialist to join our growing Customer Operations team.

Location - remote

Responsibilities:

• Foster the customer relationship throughout the entire customer lifecycle
• Handle incoming calls with professionalism, but be yourself! Customers enjoy talking to a real human, not a call center robot.
• Work creatively with team members across departments to improve processes and create efficiencies.
• Provide instruction, assistance and information to our new and existing customers.
• Identify which Double Good product is best for customers by using your mastery of our programs.
• Achieve daily call volume goals
• Taking constructive criticism from NPS data to develop individual performance goals
• Produce a high conversion of leads to "starts" (customers) and reach targets
• Track customer activity to identify churn risk and work proactively via targeted outreach campaigns
• Serve as customer advocate, including: collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business.
• Work Google apps and other tech like its your job. Wait, technically it would be your job.
• Multitask efficiently while using different systems.
  
  

Required Experience:

• 1-3 years of successful experience as a Customer Service or Account Manager role
• You have exceptional written and verbal communication skills.
• You have excellent listening and strong interpersonal skills.
• You are insatiably curious, self-motivated and results driven.
• Technical savviness. You can quickly learn our internal and external systems (Zendesk, CRM, UPS, Authorize.net to name a few!)
• You are a team player and get excited about learning from and encouraging those around you.
• You're not afraid to get scrappy in a small environment and use your creative problem solving skills to deliver results.
• Strong attention to detail
• Ability to empathize with the customer with patience and tact
  
  

Nice to Have:

• You have significant experience and subject matter expertise across customer service and support, and you've developed some (or all) of this expertise in a growth environment
• An empathetic leader and listener, you revel in team building, performance management and professional development for those you lead.
• You're as comfortable coaching a front line support associate as you are resolving customer issues directly.
• You care deeply about the impact your work has on communities.
  
  

We're on a mission to create more joy in people's lives, and that includes our internal employees. We create a place people love to be a part of, where people can discover and practice their unique skill sets, a place where they can contribute and do their best work. We do this by offering our employees:

Benefits and Perks:

• Medical, Dental, Vision insurance
• Flexible Spending Account / Health Savings Account
• 401k with 4% Company Match
• Generous PTO
• 11 Holidays in the year
• Paid Parental Leave
• Comprehensive Employee Assistance Program (EAP) available to all employees 24/7
• Company sponsored disability and life insurance
• Monthly Popcorn Allowance (yup, free popcorn)
• Volunteer opportunities with charity partners and the Double Good Kids Foundation
• Company events (Ice Cream Trucks, Summer Shindig, Holiday Party)
  
  

We are an equal opportunity employer and value diversity at our company. We want our employees to reflect the diverse communities we serve. We embrace the uniqueness in everyone, and we encourage each person to be their true selves. Your age, skin color, beliefs, sexual orientation, nationality, disability, parental status, vet status, gender identity are valued here. We do not stand for discrimination or harassment of any kind. Come as you are.