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Support Agent

We are looking for a part-time Support Agent who will be responsible for providing amazing support to our dedicated customers! Great support is always a dialogue. You need to be able to patiently listen to a customer’s needs and then meet them. The right person will be organized, thoughtful, intelligent, eager to learn and committed to providing our customers with an engaging and positive experience.

This role will be primarily working remotely during the weekends and will work onsite at our office 1-2 days/week during training and ideally beyond training depending on scheduling. Given that this role is partially offsite, a successful candidate will have to have a high degree of ownership, exceptional communication skills, an eagerness about learning and taking on challenges, and the ability to work successfully in flexible situations.

 

Responsibilities include:

  • Be the direct voice that connects our customers with our product

  • Provide amazing customer support to users of the Burner service via our email CSS

  • Engage in productive, positive dialogue with customers

  • Troubleshoot any potential bugs or account issues

  • Collaborate with other agents to answer and resolve cases in a timely, accurate, professional manner

  • Learn the full scope of how the Burner app functions

  • Follow internal guidelines for proper customer communication

  • Stay current on enlightened hospitality values, our privacy policy and best practices

Skills + QualificationS:

  • Attention to detail

  • Problem solving skills

  • Excellent written and verbal communication skills

  • Desire to work in a fast-paced startup on a small, highly collaborative team

  • Passionate about educating people about privacy and our product

  • Access to consistent internet/wifi on the weekends is a must

  • Excellent computer literacy and experience with a variety of collaboration software such as Google Docs, Slack, etc

  • Previous experience as a customer support agent, or equivalent customer-oriented role would be an advantage but is not a requirement

  • Knowledge/Experience with troubleshooting and CSS (Desk, ZenDesk, Help Scout, etc.) are pluses, but training will be provided

What we offer you:

  • Meaningful work on an innovative and growing set of products

  • Collaborative, cross-functional work culture with an emphasis on autonomy and communication

  • Creative, dog-friendly, snack-filled work space in a converted industrial building in a walk- and bike-friendly neighborhood

  • Investment in career development, including training, conferences, and online learning resource

  • Potential for growth into a full time role

Ad Hoc Labs is committed to building a diverse, inclusive company and encourages applications from candidates of all backgrounds. We provide excellent medical and other benefits, and will consider full-time, part-time, partial remote, or other flexible arrangements for the right candidate.

Interested? 

If you are interested in a position or would like to be considered generally, please drop us a line at jobs@adhoclabs.co.

Ad Hoc Labs, Inc. is an equal employment opportunity employer and makes employment decisions on the basis of merit.  We seek to employ the most qualified person in every job. Ad Hoc Labs, Inc. does not discriminate on the basis of sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), gender identity, gender expression, age, color, race, religion, marital status, national origin, ancestry, sexual orientation, physical & mental disability, medical condition, genetic information, military and veteran status, or any other basis protected by federal, state or local law. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws.