Customer Service Project Coordinator at Spin

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.

For more information visit https://www.spin.app

 

About the Role

We are looking for 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 3 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

Spin is an equal opportunity employer and will not discriminate against any employee or applicant for employment in an unlawful matter. We celebrate diversity and are committed to creating an inclusive environment for all individuals. Spin treats all employees and job applicants on the basis of merit, qualifications, and competence without regard to any qualified individuals' sex, race, color, religion, national origin, ancestry, gender (including pregnancy, breastfeeding, or related medical condition), sexual orientation, gender identity, gender expression, age, physical or mental disability, medical condition, genetic characteristic or information, marital status, military and veteran status, or any other characteristic protected by state or federal law. Spin also considers qualified applicants with criminal histories, consistent with applicable local, state, and federal law.

Spin is committed to providing reasonable accommodations for qualified individuals with disabilities in its job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at job_accommodations@spin.pm.