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Position Overview

The role of Technical Support Specialist is essential in providing outstanding assistance to theCut's community of barbers and clients, primarily during peak support hours. This position involves addressing customer concerns, troubleshooting platform-related problems, escalating complex technical issues, and supporting continual enhancement of our AI tools, knowledge base, and support workflows. The job transcends standard ticket management, aiming to enhance the customer experience and improve support efficiency with each interaction.

Work Schedule

Approximately 24 hours weekly.
Friday: 3:00 PM to 11:00 PM.
Saturday: 11:00 AM to 7:00 PM.
Sunday: 11:00 AM to 7:00 PM.
Schedule may adjust according to business needs.

Key Responsibilities

Address customer inquiries via chat and email with promptness, friendliness, and accuracy.
Troubleshoot issues related to bookings, payments, accounts, and the app.
Take ownership of customer concerns and work towards resolutions wherever feasible.
Escalate technical problems with comprehensive documentation.
Detect and recreate reported bugs to aid resolution.
Prepare detailed, clear tickets for the Engineering team with relevant information such as screenshots and device details.
Track escalated incidents until they are resolved.
Keep accurate notes for all customer interactions.
Adhere to established support procedures and strive to meet service level agreements.
Identify frequent customer issues and trends that may affect user experience.
Highlight conversations that could be automated by the AI assistant, Trimmy.
Propose improvements to AI responses, help center content, and automation opportunities.
Communicate recurring customer feedback to the Customer Experience team.

Qualifications

Minimum 2 years of experience in customer support or success roles.
Strong written communication abilities.
Excellent problem-solving and troubleshooting capabilities.
Capability to handle multiple chats simultaneously.
Meticulous attention to detail.
Quick adaptability to new software systems.
Proven ability to work independently.

Preferred Experience

Background in supporting SaaS platforms.
Familiarity with marketplace platforms.
Experience using Intercom or similar support software.
Knowledge of mobile app environments.
Exposure to AI-supported customer service tools.

Equal Opportunity Employer Statement

theCut is committed to fostering a diverse and inclusive workforce. Employment decisions are not influenced by race, color, religion, ethnicity, national origin, gender, gender identity, sexual orientation, disability, age, veteran status, or any other protected characteristic. The company promotes a safe, harassment-free workplace and complies with applicable laws and policies. Qualified applicants with arrest or conviction records will also be considered for employment.

Technical Support Specialist (Part-Time)