Spin App
About Spin
Spin is a micromobilty company that operates fleets of rental electric bikes and electric scooters in cities and campuses across the United States and Canada. Spin launched the first-ever stationless bike share program in the United States and was instrumental in crafting the world’s first mobility permitting system that is now used around the world. Spin is known for its city- and campus-friendly approach to micromobility, and was the first operator to deploy a number of technology innovations to improve rider compliance, such as sidewalk riding detection technology. Spin consists of a diverse team of experienced professionals from the public sector, private sectors, and the transportation advocacy world, all of whom are committed to fulfilling the company’s mission – to help create a world full of 15-minute cities.
About the Role
We are looking for a motivated and enthusiastic Customer Support Specialist to join our Customer Support Team here at Spin! You will be responsible for ensuring our users are assisted in a professional and timely manner in ways that are unconventional to the customer support “norm”. Our goal is simple – keep our user base extremely happy at all costs. Our landscape is constantly changing, and we look forward to adding individuals who can contribute and thrive through change, promote ideas and tackle the tasks at hand in any given situation.
In this role, you will delight our customers by providing fast and thoughtful support, answering all their questions via email/chat and phone. You are committed to ensuring the highest customer satisfaction. You will be the point of contact on level 2 escalations and you will act as a support partner to cross functional team members when necessary.
Responsibilities
- You have excellent oral and written skills. You can deliver a consistent level of quality with written responses and on all calls with empathy and adapt your speech according to your customers’ needs.
- You have the ability to take ownership in assisting, researching, resolving, and de-escalating customer issues.
- You can partner with customer support peers (both internal and external) to ensure a consistent and high-quality level of support.
- You can participate in projects that improve support-related processes.
- You have the ability to analyze customer contacts for trends in customer issues, record feedback and report to the appropriate teams for improvement purposes.
Qualifications
- Minimum of 2 years customer service experience.
- Excellent written and verbal communication skills including a professional, courteous, and patient demeanor with all customers.
- Must be able to communicate professionally and effectively with anyone within the organization.
- Ability to foster positive relationships with team members, managers, and internal departments.
- Excellent problem-solving skills.
- Must be organized, a self-starter, and able to begin and follow through with tasks.
- Fluency in English, written and spoken.
Benefits & Perks
- Opportunity to join a fast-growing startup and help shape and establish the company’s industry leadership
- Competitive health benefits
- Pre-tax commuter benefits
- Monthly cell phone bill stipend