NOW HIRING: Spaced Ventures Customer Support Specialist

COMPANY OVERVIEW:

Spaced Ventures, the public space investment portal, is looking for an adaptable and proactive entry-level customer service associate to help support our portal launch and bring space investing to the world. Our company is dedicated to bringing the best early-stage space investment opportunities to the public and creating the largest community of space investors on earth. If you’re a space enthusiast with a passion for building and executing efficient customer service processes, we’d love to hear from you.

JOB OVERVIEW:

As a Customer Support Specialist you will be responsible for following existing company customer service protocol and ensuring all Spaced Ventures clients have a positive customer experience. Depending on performance, you may also be tasked with helping our Operations & Support Manager build out additional best-in-class startup customer experience processes. This is a vital role and critical to the success of our portal launch and long-term scalability. Specific responsibilities include but are not limited to:

• Responding to incoming customer inquiries and support requests via live chat, email and phone

• Creating and correctly updating the status of support tickets, including escalating them when needed

• Ensuring all customer tickets are addressed and resolved in a timely manner (i.e. within the parameters set by existing company Service Level Agreements / SLAs)

• Providing feedback on and helping to improve existing customer experience workflows and processes

• Becoming an expert on Spaced Ventures companies and product / deal offerings

• Developing a strong understanding of crowdfunding industry regulations to 1) proactively address any compliance issues and 2) provide precise and accurate responses to customers where appropriate

• Drafting standard service agent responses including chat message scripts and emails

• Building out our company FAQs and adding additional articles to our customer support Knowledge Base

• Creating client success training resources and other internal documentation for a growing department

• Helping the Operations & Support Manager with other related ad hoc tasks as needed

ATTITUDES, SKILLS AND PRIOR KNOWLEDGE:

Required:

• Genuine desire to help people resolve problems and get the information they need

• Superior communication skills, both written and spoken, and the ability to convey warmth, care and thoughtfulness in every interaction (especially when dealing with priority clients such as VIP investors and high net-worth individuals)

• Ability to work under pressure, think on your feet and seek direction before small problems become bigger problems

• Strong project management skills and the ability to keep multiple plates spinning

• An eye for detail, and for not letting things fall through the cracks

• Ability to spot and articulate where there is room for process improvement - and the desire and drive to lead on implementing those improvements

• Quick study and hunger to learn; you will be working in a startup environment and will have plenty of opportunities to grow and develop professionally

• Ability to quickly learn the ins and outs of new technology platforms and business tools

• Collaborative, team player with a flexible approach and “no job too small” mentality

Preferred:

• Bachelor’s or Associate’s Degree or equivalent practical experience

• 2+ years of customer service, sales, operations or related work experience

• Prior experience using the Zendesk Support Suite

• Interest in and ability to talk endlessly about space and technology

• Prior startup experience

Compensation:

This job is a full-time, entry-level contract to hire role. Candidates will be paid an initial hourly rate that is consistent with their performance and prior relevant experience.

Full-time Spaced Ventures employees will be eligible to receive standard additional company benefits including health insurance coverage and generous paid time off.

Location:

The position will be fully remote to start with, though candidates will be required to move to our offices in Brownsville, Texas when it is safe to do so. Local talent is especially encouraged to apply.

Timeline:

We are looking to move quickly and interview qualified candidates on a rolling basis.

Job Type: Full-time

Pay: $15.00 - $25.00 per hour

Benefits:

• Flexible schedule
• Health insurance
• Paid time off
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
All roles are fully remote until it's safe to come into the office.

Application Question(s):

• Please confirm that you are currently living in Brownville, Texas and understand that this role will be based there. Please note also that we must fill this position urgently. Thank you for confirming that you can start immediately (needing to give 2 weeks' notice to a current employer is fine).
• How many years of Customer Service work experience do you have? In a few sentences, please introduce yourself and provide details to enhance our understanding of your profile / past experience. Consider this a brief cover letter type response.
• You must provide a writing sample to be considered for this position. Please paste a Google doc link that showcases your command of the written word below. The more relevant it is to the position, the better. Make sure your Google doc link sharing settings are correctly enabled. Alternatively, you may submit your entire application (resume, writing sample and cover letter response above) to talent@spacedventures.com via email). This is a necessary step to weed out non-serious applicants. If you take the effort to apply with all the materials requested, you will be given serious consideration for this and other upcoming roles at Spaced Ventures. We are a high-growth, venture-backed startup and offer competitive salaries and excellent growth opportunities within a number of departments.

Work Location: Remote

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