Customer Service Associate (UK)

Overview

Our Customer Service Associate on the Worker Operations (W-Ops) Team play a vital role in upholding safety and reliability for both sides of our marketplace. W-Ops is the team that owns end-to-end operational functions for worker reliability (attendance, timeliness) and marketplace quality (broadly defined as “in-the-building performance”).

The ideal candidate will be able to balance risk mitigation while delivering exceptional customer experiences masterfully. They repeatedly ask “why” until they reach the root cause of issues and go the extra mile to solve our customers’ problems. Curiosity, empathy, and strong communication skills are essential to success in this role.

Note: This is a fully remote position and we operate 24/7. Each shift consists of 5 days within a 7 day cycle (Sunday to Saturday), with both Saturday AND Sunday availability required to support our peak times. **While we are actively recruiting talent from around the world, please note that we are not currently hiring for this role in the USA.** Responsibilit

• iesAssist customers via chat, voice, and email, providing timely resolutions and personalized servi
• ce.Utilize CRM tools to manage and track customer interactions, ensuring accuracy and up-to-date informati
• on.Evaluate and monitor customer interactions across all channels, providing feedback and identifying areas for improvement to enhance service quali
• ty.Use data-driven insights to propose improvements and streamline customer relations process
• es.Review customer service data to assess effectiveness and propose improvemen
• ts.Ensure all customer interactions align with the company’s values, maintaining professionalism and empat
• hy.Guide new customers through onboarding processes, ensuring they understand products or services and are set up for succe
• ss.Monitor and respond to customer inquiries and feedback across social media platforms, maintaining a positive online presen

ce. Must h

• avesMust be proficient in English/English is a first lang
• uage2+ years of customer support experience (Voice/C
• hat)Ability to work as part of multidisciplinary t
• eamsComfortable handling ambiguous situations and adaptable to constant ch
• angePossess an “I can handle anything” menta
• lityDemonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organiza
• tionExceptionally detail-orie
• ntedEthical and unbiased integrity and decision-making abili
• tiesA positive mindset that elevates the entire

team System Require

• mentsMinimum 15Mbps wired internet conne
• ctionMinimum i5 processor or equiv
• alentMinimum 12G
• B RamQuiet working enviro
• nmentSteady power and internet connec

tion.