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Customer Service Advocate

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  • Company: Shearshare
  • Posted: 11/22/2021
  • Location: Buffalo, NY (Remote)
  • Category: Customer Support
  • Job Type: Direct Placement

Description


ShearShare is the #1 app for salon and barbershop space rental. We currently have the largest database of on-demand salon and barbershop space rentals and the most affordable leases in the market.

Founded by Dr. Tye and Courtney Caldwell, ShearShare is a passion-driven organization that has rapidly grown to 625+ cities and is used by thousands of stylists worldwide. We are passionate about small businesses in our industry.

ROLES & RESPONSIBILITIES:

Now experiencing our most rapid growth to date, the company needs a Community Service Advocate (remote). We’re looking for an impassioned communicator to join us to create a stronger sense of belonging for the ShearShare community. As we continue to expand, you will completely own your role as an individual contributor and be empowered to make impactful decisions.

Specifically, you will:

  • Manage and engage with the organization’s online community in a way that builds brand awareness
  • Work cross functionally with internal team members to understand business objectives in order to communicate effectively with ShearSharers
  • Manage and engage with organization’s stylist and host community in a way that builds trust, empathy, and respect
  • Work cross-functionally with internal team members to understand business objectives in order to communicate effectively with ShearSharers
  • Respond to all customer inquiries and assist with swift resolutions via text, online chat, email, or phone
  • Initiate outbound calls to new and prospective ShearShare hosts to answer questions, gather insight, sentiment, and user feedback
  • Onboard new ShearShare hosts through our proprietary system
  • Clear the reservation requests board by the end of every day
  • Educate ShearShare hosts during the onboarding process, communicate expectations as an authorized ShearShare host
  • Over-communicate with ShearShare hosts to ensure timely approval of reservation requests
  • When needed, organize a Google Hangout for new ShearShare hosts to walk them through the process of viewing their listing on the app, managing their listings data, approving reservation requests, rating stylists, etc.
  • Develop new, fun, attention-grabbing ways to communicate with ShearShare stylists and hosts the how-tos for being a highly-successful member of the ShearShare community
  • Take an active role in growing and retaining the database of ShearShare hosts

REQUIREMENTS:

  • Ability to work a full-time schedule, with some coverage of nights and/or weekends
  • Must be organized with great attention to detail and excellent written and oral communication skills
  • Self-starter who enjoys being part of a team and fully owns her/his work product
  • Ability to multitask while working in a fast-paced environment
  • Familiarity with Hubspot and/or other service/support systems to measure your impact and track your progress
  • A friendly and empathetic phone voice
  • 2+ years related to customer service work
  • Able to quickly adapt to changing priorities
  • Strong self-project management skills

NICE TO HAVES:

  • Comfortable providing consistent 5-star service while operating with a sense of urgency
  • Ability to wear many hats and pivot based on daily priorities
  • Desire to be daily challenged as a remote individual contributor
  • Love or affinity for the beauty and barbering industry 🙂
  • Familiarity with team communication tools such as Slack, Google Hangouts, Zoom
  • An uber-positive mindset and strong work ethic

PLEASE SEND COVER LETTER AND RESUME TO HELLO@SHEARSHARE.COM, ATTN: JENNY.

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