Skylight Customer Concierge

Skylight’s mission is to build the OS of the family. We make consumer products, like Skylight Frame and Skylight Calendar, that are loved by millions of people across the globe. Through a singular focus on care for our customers, Skylight has scaled from a school project to over $190M in annual revenue while being completely bootstrapped. We have a huge opportunity to make family life easier and more connected, and that’s why we have been working hard to expand our team.

We are looking for an experienced customer service professional to join our Customer Service Concierge 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.

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 and video calls daily. You will also support large volumes of customers through email-based communication 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 masterclasses
• Answer escalated phone calls and emails from customers who are experiencing complex hardware and software issues with their Calendars
• Support customer-facing virtual masterclasses and monitor social media engagement 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.
• 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
• Partner with cross-functional departments as needed
• 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 omni-channel 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
• Passionate about technology and energized by fast-paced, constantly evolving environments
• Excellently organized, with an ability to prioritize time-sensitive tasks and work with efficiency
• Skilled in identifying trends in customer feedback and able to report suggestions to the product team
• Strong written and verbal communicator who can convey complex ideas with clarity

• 2+ years of progressive experience in customer service roles
• Exhibits patience and attentiveness when listening to feedback and excels at teaching and guiding others
• Strong communication skills across video, phone, and email, delivering clear, professional, and engaging interactions with customers and team members alike
• Previous experience working in an agile startup environment
• Demonstrated talent for rapidly mastering new technology and becoming a product expert
• Previous experience running tests and implementing processes
• Must have experience with Zendesk or a similar Customer Relationship Management (CRM) system
• Hours: Requires flexible evening and weekend availability. Schedule examples are Friday-Tuesday or Wednesday-Sunday.

Nice to Have:

• Prior experience working at a DTC or E-Commerce brand.
• Social Media Management experience
• Experience presenting virtual content with clarity, confidence, and lasting impact

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

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!

For Colorado-based candidates, the range being offered for this role is $52-58K based on experience and for California-based candidates, the range being offered for this role is $52-58K based on experience. 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.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.