Kin, a workplace software company, is seeking a part-time Customer Support Specialist with 2-3 years of professional experience to join our fully remote team. Our starting salary for this position is $25-$30/hour and we are looking for someone to work 20 hours/week.

We are a diverse workplace by design and welcome people of all backgrounds to apply for this position. This is important to us, as it should be for anyone interested in joining our team. Our workplace is better because of the variety of people who work here, and we intentionally cultivate an environment where every team member can feel included, respected and embraced.

This position will be working on our product team, which builds SaaS products to help small companies around the world build better workplaces.

Who we need

We are looking for a Customer Support Specialist to help our customers with questions, feedback, and issues when using our namesake HR software product, KinHR.

As a Customer Support Specialist responsibilities include resolving customer queries in a timely and concise manner via chat, recommending solutions and guiding product users through features and functionalities, and conducting demos with potential customers (inbound sales only). To be successful in this role, you should be an excellent listener and communicator who is able to build relationships and trust easily with others.

We’re looking for someone who is tech savvy and comfortable conducting demos for our inbound leads (no outbound outreach or sales involved). Demos are consultative and support-driven. The Customer Support Specialist would be responsible for tracking inbound leads and following up post demo.

Ultimately, you will help continue our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

• Respond to customer queries in a friendly, timely, and accurate way, via video call, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions to engineers (for example, by testing different scenarios or impersonating users)
• Update help articles with common questions and solutions
• Share feature requests and effective workarounds with team members
• Conduct sales demos and keep a record of demos and follow ups (inbound only)
• Track department data, such as the number of demos, sales, cancellations per month
• Follow up with sales leads and answer questions during trial and onboarding

Requirements

• 2+ years experience as a Customer Support Specialist or similar support role in a SaaS company
• Experience using Intercom or similar customer support tool
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Inbound sales experience a plus, but not required
• Patience and tact in all situations
• Familiarity with HR software is a plus

Who we are

Kin is a 100% remote workplace software company based in the United States. Our mission is to improve the employee experience at organizations of all sizes by helping employees make informed decisions about their future — from health and money, to careers and feedback.

We do this in a couple of ways. For small companies, we provide our flagship product, KinHR, to manage employee data, new hire onboarding, and employee well being. For enterprise-scale companies, we build custom web applications that help hundreds of thousands of employees make financial decisions about their future.

We know that by helping organizations become more desirable places to work, that we’ll not only be improving retention and profitability, but that we’re helping people everywhere get more out of life than just work.

Benefits

In addition to being a pretty cool place to work, we also offer the following benefits for this part-time position:

• Flexible schedule
• Outstanding PTO policy which includes vacation time, sick time, community outreach/volunteering days, company holidays including a winter break at the end of December, bereavement leave, and parental leave
• Time and budget for professional development

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