Description

As a Customer Support Specialist at Truework, you will play a key role in helping us deliver our product to our customers daily. Our operations team sits between our customers and back-end platform, playing a critical role in delivering a best-in-class experience to the hundreds of thousands of unique users our product and web application serves each month.

We are looking for a motivated and independent thinker with strong experience in high-volume call centers. We value tenacious curiosity and the ambition to deliver diamond-level service without exception. 

Responsibilities

  • Independently resolve high volumes of inbound tickets via phone, email, and chat, aiming to solve 50-60 daily tickets while meeting SLAs.
  • Troubleshoot complex technical issues, providing clear solutions to customers.
  • Engage in proactive customer outreach initiatives to minimize recurring issues.
  • Adhere to internal procedures to ensure exceptional customer service and compliance with regulatory standards.
  • Communicate effectively with internal teams and customers, ensuring all necessary information is gathered to support Truework platform users.
  • Escalate ambiguous issues to the appropriate teams for resolution.
  • Continuously improve the income and employment verification process by understanding its nuances and identifying potential bottlenecks.

The work schedule for this role is Monday through Friday, 8:00 AM to 5:00 PM Pacific Standard Time. 

Our Customer Support Specialists work 100% remotely from home, and a reliable high-speed internet connection is required. 

You may be a fit for this role if you

  • Have a minimum 2 years of experience providing technical support in a high-volume call center or similar environment
  • Are dedicated to delivering a world-class customer experience
  • Hold yourself to the highest standards when it comes to organization and efficiency
  • Thrive in a fast-paced, collaborative environment
  • Are resilient and known for remaining calm in high-pressure situations
  • Have excellent verbal and written communication
  • Are highly disciplined and can juggle multiple moving pieces and details at once
  • Have a proven track record of excellence
  • Are adaptable and motivated with a strong work ethic
  • Prioritize security in your personal and professional lives. We handle sensitive personal data and put security above all else when making critical business decisions.

Would be nice to have

  • A Bachelor’s degree in a related field
  • Enjoy following a process and are motivated to point out areas for continuous improvement


Compensation, Benefits & Perks

Our cash compensation for this role is targeted at $16 – $21 per hour. Final offer amounts are determined by multiple factors including candidate expertise.

  • Employer-sponsored insurance options for Medical, Dental and Vision
  • Life insurance, STD, LTD
  • Paid parental leave
  • 401(k) through Guideline
  • Equity options
  • TruePerks
  • Commuter, FSA, HSA, and dependent FSA accounts all available

 

Bring Your TRUE Self to Work.

One of our 4 values at Truework is Valuing Diverse Perspectives, and we are on a mission to create a company that is the right fit for every person inside of it. Diversity and Inclusion are the hard-and-fast principles guiding how we build our teams, cultivate leaders, and create a company where our employees are comfortable bringing their authentic, true selves to work.


If you have any questions before applying, please do not hesitate to contact tstanic@truework.com .

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