Customer Care Agent

3 Weeks ago • 2 Years +

Job Summary

Job Description

As a Customer Care Agent at doola, you will be the primary point of contact for customers, providing swift and empathetic support. Your responsibilities include managing customer inquiries via email and phone, maintaining accurate records of interactions, and escalating complex issues. You will be expected to meet response time, resolution, and customer satisfaction KPIs. The role requires you to improve internal processes and stay informed about product updates. You will work in a fast-paced environment. You'll need to resolve issues and provide solutions in a timely manner.

Must have:

2+ years of customer service experience (chat or phone)
Strong written and verbal communication skills
Ability to stay organized and meet deadlines
Comfortable handling multiple conversations or tasks
Excellent problem-solving skills with attention to detail
Self-starter with a strong sense of ownership

Good to have:

Experience with HubSpot, Intercom, or other help desk software
Startup or high-growth environment experience

Perks:

Opportunity to work with a dynamic and innovative company
Collaborative and supportive team environment with growth
Competitive compensation package

1 skill required

1 skill required for this role

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communication

Job Details

About doola

doola is a dynamic company committed to simplifying the complexities of business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs and businesses of all sizes to navigate the intricate landscape of financial and regulatory requirements with ease, allowing them to focus on what truly matters - building and growing their ventures.

About the Role

We're looking for a proactive and reliable Customer Care Agent to join our growing team. In this role, you'll be the front line of communication with our customers, delivering fast, helpful, and empathetic support. The ideal candidate has experience working in a customer support role, thrives in a fast-paced environment, and is comfortable navigating ambiguity while staying focused on delivering results.

Key responsibilities

Provide real-time support to customers via email and phone
Manage and resolve customer inquiries in a timely, friendly, and professional manner
Maintain accurate records of customer interactions and follow-ups
Escalate complex issues appropriately while keeping the customer informed
Meet response time, resolution, and customer satisfaction KPIs
Take initiative to improve internal processes and customer experiences
Stay up-to-date on product updates, policies, and procedures

Skills and qualifications

2+ year of experience in a customer service role (chat or phone support preferred)
Strong written and verbal communication skills
Ability to stay organized and meet deadlines in a dynamic, often ambiguous environment
Comfortable handling multiple conversations or tasks simultaneously
Excellent problem-solving skills and attention to detail
Self-starter with a strong sense of ownership and follow-through

Bonus qualifications

Experience working with HubSpot, Intercom, or other help desk software
Startup or high-growth environment experience

Why join us

• Opportunity to work with a dynamic and innovative company at the forefront of the industry.

• Collaborative and supportive team environment with opportunities for growth and development.

• Competitive compensation package with insane opportunity for growth.

Our values and non-values

• Establishing team values is critical. We believe it’s equally essential to identify team non-values. We’re stronger in driving our mission home with both values and non-values taken into account. Note: Our goal in sharing these up front and transparently is to be as straightforward with people as possible. Our goal is not to be combative in our language; it’s to be straightforward.

• Action Item: If you read these values and non-values and get more fired up about working at doola, lets talk: https://www.doola.com/careers/

If you are passionate about helping businesses succeed and thrive, and you possess the skills and experience outlined above, we want to hear from you. Join us at doola and be part of a team dedicated to simplifying the path to business success.

doola is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.