Customer Support Representatives

Our Customer Support/Help Desk team stands at the forefront, ready to delight every user we engage with! Our mission is to ensure each interaction leaves our users in a happier state than when they first reached out, and you play a crucial role in achieving this goal. Your responsibilities encompass a wide range, but not limited to:

• Resolving Issues: help users resolve issues typically by asking questions, gathering information, reviewing existing documentation and either providing instructions or making changes on their behalf. This communication is primarily handled via email, chat and phone/voice conversations.
• Documenting Issues: document and troubleshoot issues for internal teams including sales, software engineering, product and finance teams. This involves getting a thorough understanding of situations, gathering context, and sharing ideas around potential resolutions. 
• Product Testing: help our team systematically gather feedback, test and evaluate new product releases. 
• Account Management: help manage Customer Accounts to ensure timely payments, manage/issue credits and refunds and make adjustments to help keep customers happy.
• Administration: document customer interactions thoroughly and accurately in our various systems including ticket management, product management and project management systems.

If you’re a motivated, customer-centric professional with a passion for problem-solving and a commitment to excellence, you might just be the perfect fit for our team. Whether you’re seeking a full-time role or considering a contractor position, as long as you have legal work authorization and are ready to work remotely from anywhere in the world, we welcome your enthusiasm and expertise!

Required Qualifications:

• Fluency in English: Proficient in both written and verbal communication in English.
• Customer Support Experience: Demonstrated experience in customer support with outstanding communication skills, both written and verbal.
• SaaS Ticket Management: 1-2 or more years of experience in managing tier-1 and tier-2 tickets for SaaS companies.
• Home Internet Service: Reliable home internet service is required.
• Internet Speed: Minimum internet speed of 8 MB/second for downloads.
• Independence and Teamwork: Ability to work independently and collaboratively within a team.
• Problem-Solving Skills: Strong problem-solving and analytical abilities.
• Attention to Detail: Exceptional attention to detail, organizational skills, and a commitment to follow-through.
• Work Hours: This is a full-time, non-exempt position. You must have the flexibility to work extended hour and resolve requests after hour, weekends and holidays as needed. Shift work to be expected.
• Background Check and Technical Assessment: Successful completion of a criminal background check and technical assessment is required for contractors.

Nice-to-Have Qualifications:

• CRM Experience: Experience with HubSpot or other CRM software is a valuable plus.
• Weekend Availability: Willingness to work 8-10 hour shifts occasionally, providing weekend coverage during USA working hours, typically from 8 am to 5 pm with a one-hour lunch break.

We are a 100% remote, distributed and global team! We regularly get together throughout the year for team meetings in incredible places like Morocco, Japan, Cambodia, and Colombia, all covered by Sched. Part-work, part vacation, we call them #schedcations.

• Global Opportunities: Welcoming candidates from both the United States and international locations with qualified work authorization.
• Rewarding Growth: Unlock the potential for overtime, career advancement, bonuses, and more in this role.
• Paid Time Off: Enjoy the benefits of paid time off to recharge and relax.
• Collaborative Remote Work: Thrive in a remote work environment that fosters collaboration and offers a supportive atmosphere.

Bringing people together to make the world a better place

Events are where we go to be inspired by those who’ve followed their dreams, learn from successful people, build life-long friendships, and discover new opportunities. We believe that when we come together around shared interests, we help build rapport and understanding through these shared experiences. Our mission is to help encourage more of these experiences each and every day.

Enabling exceptional events

We are an almost 14-year old, bootstrapped, company dedicated to creating environments that enable exceptional and engaging events. We do this through our event management software and event management services so that every individual and community can grow from the opportunities presented through events.

Influencing tens of millions each year

Our products and services touch tens of millions of users each year through conferences, conventions, festivals, meetings and events hosted by organizations like Stanford University, the United Nations, the American Red Cross and YMCA.

Seriously, there is an event for everything!

Survey Says

You’ll be working to build a company that makes a real difference to our customers and their audiences. Here’s actual feedback about the company you’ll be helping to build:

• I wonder what the world did before Sched…
• Sched completely revolutionized our convention.
• Using Sched is something I actively LOOK FORWARD TO whenever we’re getting ready to put on another event.

The Sched hiring process typically takes 30-60 days from the initial job posting to complete. Our process is designed to get to know you as a person and professional. It is also designed to get a feel for how you might perform in the targeted role along with helping you to get a sense of what it might be like to work with our team.  Please note that we may also consider you for other current and future positions we may be hiring for or have available.  We aim to communicate where you stand in our hiring process upon the completion of each of our steps.

The Sched Hiring process typically includes the following steps

• Step 1: Initial Screening interview
• Step 2: Career History Interview
• Step 3: Role & Competencies Interview
• Step 4: Audition Project (e.g. paid project/assignment designed to test your fit for the role)
• Step 5: Reference Checks

We may request additional information, such as a personality test or meeting with other team members, as needed.

Please apply for the Customer Support Representative position by sending your resume to supporthire@sched.com. If your qualifications match the position’s requirements, you can anticipate a response from our recruiting team within 48 hours.