Customer Support Representative - U.S. based

As a customer service enthusiast, you will recognize that our network of Auto Repair Shops is the cornerstone of our business and is the key to our ongoing growth and success. With your knack for solving tough problems and your focus on delivering exceptional customer service, you will thrive in a Customer Support role with Shopmonkey. As the driving force in building loyalty with our Auto Repair Shops and growing our existing Customer base, you’ll deliver effective relationship‑based customer service in support of the department. You’ll tackle challenges that will continually spark your intellect, fuel your passion and drive your professional growth. Liaise between our Auto Shop customers and cross‑functional internal teams to ensure innovative, individualized solutions, satisfying the ever‑changing needs of our Customer base. Through it all, your ability to form a trusted bond, listen attentively, and respond to all Auto Shop inquiries will make you the critical touchpoint between Shopmonkey and our valued Customers. Please note this is a hybrid role, with in‑office expectations 3 days per week on‑site in our Morgan Hill, California office, and 2 days working remotely. You Will Have The Opportunity To Learn all about the Shopmonkey product suite and automotive industry Use a relationship‑based approach, deliver best‑in‑class service to our Customers Thoroughly and efficiently gather all necessary Auto Shop information, access and fulfill their needs, educate the Shop where applicable to prevent the need for future contacts, and document interactions through contact tracking Respond to Auto Shop complaints and service‑related inquiries professionally and compassionately. Work with the Customer Support Management team to successfully address escalated Customer concerns. Effectively manage workload, maintain assigned schedule, and attendance standards. Professionally handle incoming requests from Auto Shops and ensure that issues are resolved both promptly and thoroughly. Utilize tools and resources on every email, call or chat to make appropriate recommendations to our Customers on how to effectively utilize the Shopmonkey platform. Maintain a balance between company policy and Customer benefits in decision making. Support Metrics Meet department performance standards for servicing and responding to all service call queues, chat, and email while adhering to schedules, and maintaining attendance standards Analyze and report trends from Auto Shops feedback, to determine needed process improvements Communication Ensure that all business‑related items are successfully and professionally communicated either verbally or in writing, both internally and externally Continuously evaluate and identify opportunities to drive process improvements that positively impact the experience our Auto Shops go through We Are Looking For People Who Have 1-3 years of customer support experience in a high volume call center environment, supporting clients by phone, email and chat Have a clear, professional, friendly and informative communication style Enjoy creative problem solving and experiencing new and different challenges everyday Are self‑directed learners and highly motivated Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity. Adapt quickly to changing priorities and evolving customer needs Bonus Points Enthusiasm to work evening or weekend shifts Experience in hospitality, automotive industry, call center, or fast‑paced startup Able to take direction from peers and managers The ability to speak Spanish is a plus As a nice plus, truly appreciate cars and/or are familiar with the automotive industry This is a full‑time, non‑exempt position that will be compensated within a range of $20‑$25/hour. This position is also eligible for standard company benefits. Benefits Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date Short term and long term disability Employee assistance program Reimbursement for a personal health and wellness membership Generous parental leave 401(k) available upon hire 11 paid holidays Flexible time off - take the time off you need! Matching donations for approved charitable organizations Group volunteer efforts Shopmonkey is committed to building a diverse and inclusive team. We are looking for team members from all backgrounds that are committed to the Shopmonkey mission. Shopmonkey 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. Shopmonkey is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Shopmonkey will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our Talent Team at View email address on click.appcast.io. Please note: Shopmonkey will never request sensitive information such as your social security number, bank account information, or other non‑publicly available information during the application and interview process. If an applicant is extended an offer of employment, such sensitive information will be requested at that time. Shopmonkey will never ask you to receive and ship packages or goods as part of the interview. 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