Technical Customer Support Specialist - Remote Eligible

Customer Service Concierge

Skylight is a technology startup based out of Los Angeles and San Francisco. Our mission is to connect loved ones by creating the world's simplest products and services that improve family life. We make consumer products, like Skylight Frame and Skylight Calendar, that are loved by millions of people across the globe. Our founders are former venture capitalists and serial entrepreneurs, who have scaled this business to $180M+ in annual revenue while being completely bootstrapped and profitable.

We think often about the thousands of smiles we are able to put on our customers' faces each day, and it fills our hearts with purpose. That's why we have been working hard to expand our team and invent, so that we can continue to bring the magic of Skylight to millions of loved ones throughout the world.

At Skylight, we have three core principles that guide our work and help us manage the business day to day: autonomy, rigor, and care. These principles show up early and often and help guide the work we do and the way we work.

Who We Are Looking For:

We are looking for an experienced customer service professional to join our Customer Service Concierge Team. This role will be instrumental in supporting our Skylight Calendar product as we navigate through a period of significant growth and reimagine what exceptional customer service looks like for our Skylight Calendar Customers. You play a critical part in shaping the processes of this important front line, customer facing role.

Schedule:

1. FT Tuesday-Saturday with Sundays/Mondays Off

Key Responsibilities:

• Provide bespoke, 1-1 customer service with our Skylight Calendar and Frame customers through all phases of their customer journey from purchase to activation to set up and continued use of their devices.
• Engage with customers daily through high-volume phone, chat, and email interactions. On average, you'll support 6–8 customers per hour, though volumes may increase to 10–12 per hour depending on the complexity and nature of the inquiries.
• Support escalated customer issues involving complex hardware and software challenges with Skylight devices.
• Flag any patterns you notice in tickets or customer feedback so the team can stay ahead of emerging issues.
• Contribute to project-based work as needed to support team goals and enhance the customer experience.
• Be a supportive peer and thought partner with our Customer Service Team Leads, providing coverage as needed for our core and troubleshooting customer service teams
• Once experienced, agents may also step in to monitor social media platforms—such as ad comments, DMs, and our Facebook Group—and support customer engagement.

Who You Are:

• A highly empathetic, caring customer service professional with a proven ability to communicate clearly and compassionately with customers across omni-channel customer service
• A nimble team-player who is comfortable with ambiguity, willing to test and iterate, and operate with autonomy
• Collaboratively minded, understanding the interconnected nature of departments in a startup environment
• Passionate about technology and energized by fast-paced, constantly evolving products and environments
• Excellently organized, with an ability to prioritize time-sensitive tasks and work with efficiency
• Strong written and verbal communicator who can convey complex ideas with clarity