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Customer Success Specialist (Tech Support- Starting at $20 per hour, hybrid/mostly work at home)

Richmond, VA

About SimpliSafe

At SimpliSafe, we're all about making sure everyone feels safe and secure in their own homes. As a leader in the home security world, we put our hearts and souls into innovation and always keep our customers at the forefront of everything we do. When you join our team, you'll be a key player in bringing peace of mind to our customers. We believe in the power of teamwork and are always looking for ways to help our people grow and develop. Our inclusive culture means that everyone's voice is valued, and we work hard to create a supportive environment where everyone feels comfortable sharing their ideas. We also get that work-life balance is important, so we offer flexible remote work options. If you're looking to make a meaningful impact in a company that cares, SimpliSafe is the place for you.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we relentlessly pursue our goal of ensuring everyone feels safe in their own home.

As a Customer Success Specialist, you’ll be the first point of contact for customers seeking support. Here’s what you’ll do:

  • Deliver Exceptional Support: Provide top-notch phone and chat assistance, resolving inquiries quickly to achieve first-call resolution and high customer satisfaction.
  • Educate and Empower: Help customers understand their systems by providing clear, actionable troubleshooting guidance.
  • Drive Innovation: Collaborate with teams across the organization to identify opportunities for process improvements that enhance the customer experience.
  • Gather Insights: Collect and analyze customer feedback to inform product development and service enhancements.
  • Stay Informed: Keep up with product updates and industry trends to ensure you’re providing the best possible support.

What We’re Looking For

  • Experience: 2+ years in customer service or technical support, with a proven ability to resolve inquiries effectively.
  • Technical Know-How: Strong understanding of consumer electronics, especially in home security systems.
  • Agility and Curiosity: Eager to learn new products and features, with a keen interest in technology and home security.
  • People Skills: Approachable, empathetic, and a good listener, with strong oral and written communication skills that allow you to engage comfortably with both individuals and groups.
  • Inclusivity and Team Spirit: Ability to contribute to an inclusive environment by respecting differences and fostering curiosity among team members.
  • Customer-Centric Attitude: A genuine passion for helping others, backed by knowledge of customer service metrics (NPS, CSAT, QA, oFCR).

Preferred Qualifications

  • 1-2 years of experience in a technology-driven industry that requires troubleshooting skills, such as consumer electronics or home security.

What We Offer

  • Competitive Salary: $20 - $21/hr
  • Flexible Hybrid Schedule with Shift Differentials for Nights & Weekends - Our hours range from 8:00 AM to midnight, seven days a week, giving you the flexibility to choose a schedule that works best for you.
  • Paid Time Off: Enjoy paid holidays on Christmas Day, New Year’s Day, and Thanksgiving, plus additional floating holidays.
  • Health Benefits: Comprehensive medical and dental coverage to keep you and your family healthy, along with an Employee Stock Purchase Plan to help you invest in your future.
  • Career Development: Ongoing training and growth opportunities to advance your career.

Additional Requirements

Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS

What Values You’ll Share

  • Customer Obsessed - Building deep empathy for customers and developing strong, long-term relationships with them.
  • Aim High - Always challenging oneself and others to raise the bar.
  • No Ego - “no job too small” attitude, and open, inclusive and humble style.
  • One Team - highly collaborative approach to achieving success.
  • Lift As We Climb - A track record of investing in developing others and helping others succeed.
  • Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.  Likewise, we are committed to full support of qualified individuals in hiring and employment. In keeping with this commitment, we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.  #ZR

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