Customer Support Specialist at Dispatch

| Greater Boston Area
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Dispatch, headquartered in Boston, is one of the fastest-growing software companies in America. Leveraging our proprietary adaptive platform and industry-leading technology integrations, Dispatch partners with customer-centric brands to simplify complex home service networks.

We are not a software vendor. We are a brand partner – delivering extraordinary value using a synthesis of our platform, people, and partnership approach. Backed by Vista Equity Partners, Dispatch continues to revolutionize the home service experience for brands, service providers, and end customers just like you.

We’re on the hunt for a talented Customer Support Specialist to help us build an even stronger, more robust product by supporting our growing customer base in several channels.

AS THE CUSTOMER SUPPORT SPECIALIST YOU WILL: 

  • Handle inbound/outbound support requests by phone, chat, and email in a timely fashion.
  • Juggle multiple open requests simultaneously.
  • Troubleshoot reported problems by customers. 
  • Help empower our customers by using premium product offerings, functionality and solutions in a warm, inbound lead (sale) process (Have no fear, there is no cold calling!).
  • Provide training material and guidance to customers. 
  • Maintain constant knowledge of Dispatch products and changes & additions to such products.
  • Communicate daily with the team as issues and requests arise. 
  • Deal with multiple customer personalities and emotions with grace (Happy, Unhappy, Angry, Impatient, Short, Kind, etc.) 
  • Thrive in a fast-paced, high pressure, start-up culture that expects great things every day.

WHAT WE’RE LOOKING FOR: 

  • A Support Veteran: You’ve got at least 1-2 years of support experience, ideally at a software company. 
  • A Techspert: You’re fluent in both Mac and Windows. Learning new tools on the fly is a breeze for you. You might have dabbled in a programming language or two before, and know enough to be dangerous. 
  • A Communicator: You’re able to speak verbally and in writing with a professional, friendly tone while resolving problems & answering questions.
  • A Teacher: You’re skilled in providing step-by-step guidance to resolving issues, providing assistance and education to customers who may be lost in using Dispatch 
  • Patient: No matter what, you maintain a calm, positive voice when handling a wide range of customer personalities
  • A Troubleshooter: You enjoy digging into a problem, diagnosing the break in the chain, narrowing the possibilities to as few pinpoints as possible.
  • A Life-Long Learner: You constantly learn about technology, software products, and customer service behaviors during your own time. 
  • A Bostonian: You’re local and able to work in our Boston, MA (North End) office daily.

SKILLS WE SEEK:

  • Proven ability to articulate in writing and voice 
  • Natural ability to run fast while exercising sound judgment.
  • Proficiency using computers, software tools
  • Strong work ethic and a sense of commitment is a requirement.
  • Motivated and comfortable working with others every day

WITHIN ONE MONTH, YOU’LL:

  • Learn the core product suite that empowers our most active users across the country
  • Become familiar with the tone and communication style the team uses when working with customers
  • Attend team meetings that discuss recent challenges, product updates, and company-wide announcements
  • Meet with members of the Customer Success and Customer Experience teams individually to understand our customers and products
  • Comb through our training & educational materials

WITHIN THREE MONTHS, YOU’LL:

  • Have a strong understanding of the business, and begin teaching us a thing or two we don’t know
  • Consider yourself a product expert in Dispatch’s solutions
  • Demonstrate confidence when working with customers, solving their urgent needs
  • Handle incoming and outgoing phone, email and chat conversations

WITHIN SIX MONTHS, YOU’LL:

  • Strengthen your product knowledge, building technical aptitude
  • Be able to openly speak about & explain our product features without a computer in front of you
  • Showcase professional communication with customers, positive CSAT scores and handling of 15%+ of all support conversations

WITHIN TWELVE MONTHS, YOU’LL:

  • Actively engage in all parts of the organization
  • Bring new ideas, concepts, and solutions to the team for working efficiently and improving upon the customer experience
  • Team those around you when opportunities arise that demonstrate teamwork 

BENEFITS & PERKS

  • Unlimited Paid Time Off (PTO)
  • Comprehensive Insurance Coverage
  • Learning and Development Reimbursement
  • DispatchFit Gym/Fitness Program Reimbursement
  • Kitchen Stocked Daily with Tasty Snacks, Fruit and Drinks

Still with us?
We’re ready to meet you if you wake up every day eager to get your hands dirty in a high growth start-up atmosphere. Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

The Dispatch Story

The service industry is changing. More and more, brands are building networks of third-party contractors and technicians to service their customers. Dispatch helps these brands manage and improve these service provider networks, leading to extraordinary customer experiences. Dispatch brings visibility and data intelligence to previously unmeasured service interactions, leading to measurable improvements in margin and revenue.

We are not a software vendor. We are a brand partner – delivering extraordinary value using a synthesis of our platform, people, and partnership approach. Backed by Vista Equity Partners, Dispatch continues to revolutionize the home service experience for brands, service providers, and end customers just like you.

Dispatch is an equal opportunity employer and values diversity at on all of our teams. Inclusiveness is second nature, not an initiative at Dispatch. We are building an engaged team where we celebrate multiple approaches and points of view. We believe diversity drives innovation and empowers everyone to feel valued and heard. We strive to create an environment where everyone, from any background, can bring their whole self to work and do their best.

We're a tech-savvy team with a culture built on curiosity, precision, and forward-thinking that ends up being the foundation of our product. Every employee is nurtured in a way to help them grow both personally and professionally. Come join our growing team!

To all recruitment agencies: Dispatch does not accept agency resumes. Please do not forward resumes to our jobs alias, Dispatch employees or any other organization location. Dispatch is not responsible for any fees related to unsolicited resumes.

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Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • MeteorFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail

Location

Located 1 block from North Station and just within steps of some of the best pizza, cannolis, and Italian sandwiches in the city.

An Insider's view of Dispatch

How would you describe the company’s work-life balance?

The people at Dispatch are equally willing to accommodate the schedules and needs of their coworkers as they are willing to put in the extra work when necessary. This creates an amazing work environment full of people who are motivated to do their best and are a pleasure to work with.

Ian

Senior Software Engineer

How has your career grown since starting at the company?

I started my career at Dispatch in an entry-level position and completely new to the industry. My career has leveled up every year and I now lead a team of two people. I am very happy with the direction my career has been going since I started working at Dispatch

Robin

Customer Engagement Team Lead

What are Dispatch Perks + Benefits

Dispatch Benefits Overview

-Unlimited Paid Time Off (PTO), Paid Parental Leave, Comprehensive Insurance Coverage, Learning and Development Reimbursement, Fitness Reimbursement, Free Blue Bike Membership, Catered lunches, (Grubhub credits while working remotely), Book Club, Company Sponsored Events (ex: group workouts, trivia nights, happy hours, etc)

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dispatch employees can contribute up to $2500 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Dispatch will match charitable donations of up to $150 per employee per year.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Dispatch offers unlimited PTO and recommends employees to use atleast 21 days per year to avoid burnout and take full advantage of the policy.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted to greet all incoming new hires
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $1500 annually for continuing education.
Paid industry certifications
We have an annual budget of up to $1500 for paid industry certifications per employee.
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