• Job Description

  Req#: 73A5E1794B
  Skylight is a technology startup based out of Los Angeles and San Francisco. Our mission is to connect loved ones by creating the world's simplest products and services that improve family life. We make consumer products, like Skylight Frame and Skylight Calendar, that are loved by millions of people across the globe. Our founders are former venture capitalists and serial entrepreneurs, who have scaled this business to $100M+ in annual revenue while being completely bootstrapped. We think often about the thousands of smiles we are able to put on our customers' faces each day, and it fills our hearts with purpose. That's why we have been working hard to expand our team and invent, so that we can continue to bring the magic of Skylight to millions of loved ones throughout the world.
  
  At Skylight, we have three core principles that guide our work and help us manage the business day to day: autonomy, rigor, and care. These principles show up early and often and help guide the work we do and the way we work.
  
  We are looking for an experienced customer service professional to join our Customer Service Team. This role will be instrumental in supporting our Skylight Calendar product as we navigate through a period of significant growth and reimagine what exceptional customer service looks like for our Skylight Calendar Customers. You play a critical part in shaping the processes of this important front line, customer facing role.
  
  Key Responsibilities:
  
  • Provide bespoke, 1-1 customer service with our Skylight Calendar customers through all phases of their customer journey from purchase to activation to set up and continued use of their Skylight Calendar
  • Engage in phone call and email based communication daily with large volumes of customers as well as test new and innovative ways to engage with our customers in group settings like our large, active social media group, focus groups and webinars
  • Answer escalated phone calls and emails from customers who are experiencing complex hardware and software issues with their Calendars
  • Partner with cross-functional departments as needed
  • Report on ticket trends in a weekly and monthly review with leadership
  • Surface ideas and ways to innovate and improve the customer experience and engage in project-based work as needed in order to execute agreed upon improvements.
  • Be a supportive peer and thought-partner with our Customer Service Team Leads, providing coverage as needed for our core and troubleshooting customer service teams
  • Work directly with our Skylight Product Managers to provide input on the product roadmap and define new features based on strong analysis of customer insights and/or interviews
  
  
  Who You Are:
  
  • A highly empathetic, caring customer service professional with a proven ability to communicate clearly and compassionately with customers across omnichannel customer service
  • A nimble team-player who is comfortable with ambiguity, willing to test and iterate and operate with autonomy
  • Collaboratively minded, understanding the interconnected nature of departments in a startup environment.
  • Excellently organized, with an ability to prioritize time-sensitive tasks.
  • Strong written and verbal communicator who can convey complex ideas with clarity.
  
  
  Requirements
  
  Must Have:
  
  • 3+ years of progressive experience in customer service roles
  • Previous experience working in an agile startup environment
  • Previous experience running tests and implementing processes
  • CRM experience (Zendesk preferred)
  
  
  Nice to Have:
  
  • Prior experience working at a DTC or E-Commerce brand.
  • Social Media Management experience
  
  Benefits
  
  At Skylight, we have three core principles that guide our work and help us manage the business day to day: autonomy, rigor, and care. These principles show up early and often and help guide the work we do and the way we work.
  
  Our competitive compensation package includes:
  
  • Competitive Salary + Equity Package
  • 401K matching
  • Wellness, learning, and home-office budgets
  • Health, Dental & Vision Medical Plans
  • Tremendous autonomy to set the direction of your work
  • Unlimited PTO
  • Company holidays on the first Friday of every month
  
  
  Equal Opportunity Employer
  
  Skylight is committed to building a diverse and inclusive team. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws. If you're the best person for the job, we want you on board!
  
  Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment for qualified applicants with criminal histories in a manner consistent with the requirements of this law.

• About the company

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