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Customer Support Associate


Workstream is a mission-driven company that believes in building premium, modern software solutions for hourly businesses. There are 2.7 billion hourly workers, who make up 80% of the global workforce, but they've been heavily underserved by technology and deserve better. We help local businesses around you hire, manage, and pay qualified workers.
Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. At series B, we are quickly expanding our product portfolio. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue.

Values


Here are our Company Values and we’d love to have individuals who can be a culture add to our team!

What We Offer


  • Permanently Remote
  • Pay wired directly to your bank account
  • $50 Monthly Stipend
  • Annual Bonus
  • Performance-based bonuses
  • Flexible PTO
  • Enjoy company time off during some of the major US and PH Holidays
  • Company-issued Device
  • Career fast track for performers and internal mobility
  • Learn from a team of Stanford, MIT, Google and Harvard alumni

Grow With Us


Workstream is looking for an exceptional team member to join our Customer Support team as a Customer Support Representative. You will be a core member of our customer support team, and you will be well-positioned to succeed -- the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful!Workstream is a company that is remote in its DNA. Our headquarters is in SOMA, San Francisco, but 60%+ of our team is remote. This role will be remote (you can work from home) but you must be able to work a regular shift during US hours.

Day in the Life


Customer Support

  • You will be the primary point of contact for our customers via phone, email, and chat, addressing a broad range of issues and requests related to our products. 
  • Promptly and accurately respond to customer needs as measured by:  a median first response time of less than one minute, issue resolution time of fewer than 24 hours, and CSAT score of 95%
  • Escalate issues to teammates and the engineering team as needed. Have judgment on what are user errors, poor training, product defects, and feature requests.
  • Maintain a positive, empathetic, and professional attitude toward customers at all times
  • Proactively check in with clients until the issue is resolved
  • Actively participate in initiatives that drive the growth of the company such as assisting in training junior customer support representatives, product testing, recommending new products to customers, etc.

Customer Success

  • You will partner with the Success team with tasks to get clients set up and make any modifications that clients request to fully take advantage of our platform
  • You will help build and update our customer and internal knowledge bases through writing articles and recording video walkthroughs

Who You Are


  • Have a long-term vision of working and growing with a Silicon Valley based technology startup. Comfortable with adapting to ever changing processes and making recommendations to improve such. 
  • 1 to 3 years’ experience as a Customer Support Specialist or similar CS role
  • Must be fluent in English both verbal and written. Able to effectively communicate and build relationships with global colleagues and customers.
  • Must have Phone Support experience
  • Must have experience using help desk software and remote support tools
  • Must have a reliable laptop and high-speed and stable primary and backup internet connection (at least 10 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results and computer specs.
  • Must be willing to attend occasional in-person meetings in Metro Manila

Know More About Workstream


  • https://www.workstream.us/blog/funding-series-b
  • https://techcrunch.com/2021/08/26/workstreams-text-based-recruitment-tool-gets-a-48m-bet-from-bond-and-beyond/
  • https://techbuzz.news/buzzworthy-august-27-2021/

Additional Information 


Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We are committed to the full inclusion of all qualified individuals.

Life at Workstream

Workstream (www.workstream.us) is an automated hiring platform for companies employing hourly workers ? retail, restaurants, cafes, logistic companies, hospitality firms, and on-demand startups. We are more than a B2B applicant tracking software for companies. We cut in half the time that companies take to hire, on-board and train hourly workers via automation, mobile workflows and machine learning. Workstream is a simpler and smarter way to hire a fast-growing modern workforce. We are changing the way that companies hire today by solving the inefficiencies of a service economy that is characterized by unpredictable labor. We are a team from Harvard, MIT, Google, Y Combinator and WeChat, and backed by some of the top angel investors and venture capitalists. Based out of San Francisco Bay Area, we are rapidly growing and grew up in this industry ourselves and feel passionate about transforming this industry. The future of work is changing. People are switching jobs more frequently, more people are becoming independent contractors and many may work for several companies at once. Workstream will be the platform that will power the way the way this modern workforce are hired, screened, and trained.
Thrive Here & What We Value- Missiondriven and value-based company dedicated to empowering deskless workers and local businesses.- Early employee opportunity at a Series B hypergrowth startup with founding team and industry veterans.- Competitive salary and equity.- Comprehensive health coverage: medical, dental, vision.- Unlimited PTO.- Hybrid Office/WFH schedule.- Equal employment opportunities with antidiscrimination policy.- Remote/WFH schedule with direct bank payments.- Learning/development stipend.- Career fast track, internal mobility, Grow With Us program for performers.- Positive employee experiences and passionate work environment.
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