About the company:
Spinning Babies® is a company that offers a unique approach to physiological birth for pregnant people, midwives and nurses, childbirth educators, and pregnancy-focused bodyworkers. Online and in-person, we help parents have comfort in pregnancy and ease in birth. Recognized worldwide, our team of Approved Trainers, Aware Practitioners, and Certified Parent Educators are teaching the Spinning Babies® approach in over 50 countries to birth professionals to use in and out of the hospital.
About this role:
Spinning Babies® is seeking a full-time Customer Support Specialist with a strong customer service background to join our fast-paced growing company based in Minnesota. This role will interact with the company’s customers by addressing inquiries, resolving complaints, and generally providing a high level of customer support for our array of products and services.
The Customer Support Specialist’s responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support in all interactions with our community, including birth workers and pregnant parents.
Reports to:
Director of Operations
Availability and Location:
This is a full-time, remote position, with flexible hours that can be fulfilled primarily during Spinning Babies® business hours between 9 am-5 pm CST, M-F. Up to 75% of this position’s service hours will be expected during business hours. It is our preference to hire in Minnesota. While the role will primarily deliver services virtually you may be asked to join the team in person from time to time, including customer support at conferences and events.
Duties and Responsibilities
- Customer Support
- Provide elevated customer service via email, social media, and other channels as needed
- Respond to customer queries in a timely and accurate way
- Use knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to escalate to the appropriate staff
- Ensure that appropriate actions are taken to resolve customers’ problems and concerns
- Provide exceptional customer service, according to the company’s customer approach policy, in order to build trust, empower our audience with confidence and information, and inspire connectedness in our community
- Provide introductory information to new customers
- Direct customers’ or clients’ attention to additional products or services
- Troubleshoot common issues with products, services, and our delivery methods
- Provide basic technical support for customers using digital products or services
- Analyze and report product malfunctions when necessary (for example, by testing different scenarios or impersonating users)
- Ensure delivery of products or services through our eCommerce platforms
- Serve as an advocate for customer needs and perspectives among the team
- Customer Data Management
- Maintain customer accounts and records of customer activity
- Maintain contact and billing information for customers in our CRM and delivery platforms
- Gather customer feedback and share it with our product, sales, and marketing teams
- Monitor trends within customer support channels to determine areas to improve, identify technical issues, and categorize feedback for the team’s consideration
- Share feature requests and effective workarounds with team members
- Monitor, report, and act to ensure customer satisfaction
- Support Documentation
- Create and update customer support-related standard operating procedure documentation on a regular basis
- Create and maintain FAQ documentation for products, services, and sales
- Develop and maintain internal and external support documentation as needed
- Performs other related duties as assigned
Exceptional candidates for this position will share Spinning Babies® values:
- We see birth from a different perspective
- We bring people together
- Real on every level
- We inspire trust
- Gutsy enough to change birth on earth
- We believe you can… your way
- Love is the most important thing
Technical & Software
Experience and proficiency with the following systems are ideal:
- Freshdesk Customer Support Platform
- Asana
- Ontraport
- Learning management software
- WooCommerce
- WordPress
- Eventbrite
- Stripe
- Google Suite
Top Customer Service Skills
- Empathy
- Adaptability
- Ability to Use Positive/Connection Communication Language
- Clear Communication Skills
- Proactivity
- Unflappability
- Accountability and responsibility
- Patience
Requirements
- High school diploma or equivalent
- A minimum of 3-5 years of experience as a Customer Support Specialist or a similar role
- Familiarity with maternity care, health care, or childbirth education is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Service-oriented and able to resolve customer grievances
- Proficient computer skills with the ability to learn new software
- Knowledge of, or ability to learn about products, services, and industry for customer service specialization
- Professional demeanor and excellent customer service skills
- Strong organizational and time-management skills
- Thrives working both independently (a self-starter) and collaboratively
- Dependable, respectful, and consistently works to uphold company ethics and standards
Compensation & Benefits
- $40,000 – $46,000 annual salary
- Company retirement contribution
- Individual health insurance premium reimbursement
- Additional individual benefits including but not limited to parental leave, holidays and PTO, and bonus incentives
Application
Apply Here for the Customer Support Specialist position! All candidates must submit an application through the link provided to be considered for this position. We look forward to getting to know you!