Job Description
Job Description
This position is posted by Jobgether on behalf of Shopmonkey. We are currently looking for a Customer Support Representative in Morgan Hill, California.
Join a dynamic and passionate support team where your customer service skills will directly impact the satisfaction and success of hundreds of auto repair shops. In this hybrid role, you’ll serve as the go-to partner for customers, helping them navigate the platform, solve issues, and maximize their productivity. You’ll work in a fast-paced, startup environment that values innovation, autonomy, and a proactive mindset. With opportunities to grow professionally and influence customer-facing processes, this is a role for someone who loves solving problems and building relationships.
Accountabilities:
- Provide relationship-based support to auto repair shops via phone, chat, and email, ensuring timely and professional resolution of inquiries.
- Proactively identify customer needs and guide them through product features to improve their experience and efficiency.
- Address complaints or escalated issues with empathy and a solutions-first attitude.
- Document customer interactions thoroughly and use insights to help improve internal support processes.
- Meet departmental performance standards across response time, resolution quality, and adherence to schedules.
- Collaborate cross-functionally with internal teams to advocate for customer needs and inform product improvements.
- Communicate clearly and consistently to internal and external stakeholders, identifying ways to streamline workflows and enhance the customer journey.
Requirements
- 1–3 years of experience in customer support, ideally in a high-volume environment (e.g., call centers or SaaS startups).
- Excellent written and verbal communication with a clear, friendly, and professional tone.
- Strong problem-solving skills and ability to work independently with minimal supervision.
- Adaptability in a fast-paced, evolving environment; startup experience a plus.
- Ability to learn technical tools quickly and explain them clearly to non-technical users.
- Bonus points for: fluency in Spanish, background in the automotive or hospitality industries, or willingness to work evening/weekend shifts.
Benefits
- Competitive hourly compensation: $20–$25 per hour (non-exempt, full-time).
- Hybrid work structure: 3 days in-office (Morgan Hill) and 2 days remote per week.
- Comprehensive health, dental, vision, life, and disability insurance starting the 1st of the month after hire.
- Flexible PTO and 11 paid holidays.
- 401(k) available upon hire.
- Wellness and mental health stipends.
- Generous parental leave.
- Charitable donation matching and team volunteer programs.
#LI-CL1