Customer Support Specialist - Weekend

Job Summary

We are seeking a Customer Support Specialist to join our team for weekends - Saturdays 8 AM - 5 PM EST and Sundays 7:30 AM - 4:30 PM EST. Start date: January 4, 2027.

The Customer Support Specialist is responsible for delivering exceptional customer service by providing timely, professional, and effective support to users through phone, email, and text. This role manages customer inquiries, resolves issues, addresses refunds and payment concerns, and ensures a positive user experience. Success in this role requires strong communication, problem-solving, and organizational skills, attention to detail, and a commitment to meeting established customer service response and resolution goals.

Responsibilities

• Ensure all emails, texts, and calls are promptly responded to and fully resolved
• Diagnose and address user issues and concerns, escalating as necessary
• Conduct introductory calls with new users
• Address payment failures and disputes
• Process refunds and collect all required documentation
• Escalate user tech issues to Customer Support Team Lead, product team as needed
• Review and approve all user profiles against required criteria
• Review potential fraud alerts and take appropriate action, escalating as necessary
• Review and save user feedback, escalating negative reviews as necessary
• Solicit Google and app reviews from users
• Prompt users to book candidates via email and text
• Monitor and cancel job postings if user is unresponsive or made other arrangements
• Assist users with last-minute cancellations and no-shows, adding incentives as needed
• Document all customer interactions

Qualifications

• MUST be able to work ALL/MOST weekend days - Saturdays 8 AM - 5 PM EST and Sundays 7:30 AM - 4:30 PM EST
• MUST be available to start on or soon after January 4, 2027
• High school diploma or equivalent required. Associate's or Bachelor's degree in Business Administration, Communications, Customer Service, or a related field preferred
• Minimum of 1-2 years of experience in customer service, customer support, call center operations, administrative support, or a related role required
• Previous experience handling customer inquiries, resolving complaints, processing requests, and maintaining customer records
• Experience communicating with customers through phone, email, and other electronic communication platforms
• Working knowledge of Google applications, including Gmail, Google Voice, Google Drive, etc.
• Strong understanding of customer service principles, professional communication, and customer relationship management
• Fluency in Spanish preferred but not required

Required Skills & Abilities

• Excellent verbal and written communication skills to communicate clearly, professionally, and effectively with customers
• Strong customer service skills with a commitment to providing a positive customer experience and maintaining customer satisfaction
• Ability to assess customer concerns, identify solutions, troubleshoot issues, and resolve problems in a timely and effective manner
• Ability to listen attentively, understand customer needs, demonstrate empathy, and respond appropriately to customers
• Strong organizational skills, ability to prioritize multiple tasks, and handle a high volume of customer inquiries
• Ability to process information accurately, maintain detailed records, and minimize errors when handling transactions and documentation
• Ability to remain calm, patient, and professional when handling difficult customers, complaints, and challenging situations
• Demonstrated reliability, initiative, professionalism, and ownership of assigned responsibilities and customer issues
• Ability to handle sensitive customer and company information with discretion and in accordance with established policies and procedures

This is a remote position.

Compensation: $18.00 - $20.00 per hour

SitterTree is a tech platform dedicated to connecting parents, preschools and congregations with trusted, local child care.