Customer Support Representative - U.S. based

About the role

As a key member of our Customer Support team, you’ll serve as the critical touchpoint between Shopmonkey and our valued auto repair shop customers. This hybrid role blends relationship-based service with creative problem-solving to deliver individualized solutions that build loyalty and fuel our growth. You’ll liaise between auto shops and cross-functional internal teams, tackling challenges that spark your intellect and drive professional growth while ensuring our customers’ ever-changing needs are met.

This is a hybrid role with in-office expectations 3 days per week at our Morgan Hill, California office and 2 days working remotely. As a growing startup, this role includes variety, change, and opportunities to design solutions beyond a typical support position.

Responsibilities

• Learn the Shopmonkey product suite and automotive industry to provide informed support.
• Deliver best-in-class, relationship-based service to auto repair shop customers.
• Gather necessary information, fulfill customer needs, educate shops to prevent future issues, and document interactions through contact tracking.
• Respond to complaints and service-related inquiries professionally and compassionately.
• Work with the Customer Support Management team to address escalated customer concerns.
• Manage workload, maintain schedule, and adhere to attendance standards.
• Handle incoming requests promptly and thoroughly, ensuring issues are resolved effectively.
• Use tools and resources to make appropriate recommendations on platform utilization.
• Maintain a balance between company policy and customer benefits in decision-making.
• Meet department performance standards for servicing and responding to call queues, chat, and email.
• Analyze and report trends from customer feedback to identify process improvements.
• Ensure all business-related communications are professional, whether verbal or written, internally or externally.
• Continuously evaluate and identify opportunities to improve the customer experience.

Requirements

• 1-3 years of customer support experience in a high-volume call center environment, supporting clients via phone, email, and chat.
• A clear, professional, friendly, and informative communication style.
• Enjoyment of creative problem-solving and daily challenges.
• Self-directed learner with high motivation.
• Ability to thrive in a dynamic, collaborative startup environment and comfortable with ambiguity.
• Quick adaptation to changing priorities and evolving customer needs.

Nice to have

• Willingness to work evening or weekend shifts.
• Experience in hospitality, the automotive industry, call centers, or fast-paced startups.
• Ability to take direction from peers and managers.
• Fluency in Spanish.
• Genuine appreciation for cars or familiarity with the automotive industry.

Pay

$20–$25 per hour.

Benefits

• Medical, dental, vision, and life insurance available the 1st of the month following hire date.
• Short-term and long-term disability.
• Employee assistance program.
• Reimbursement for a personal health and wellness membership.
• Generous parental leave.
• 401(k) available upon hire.
• 11 paid holidays.
• Flexible time off—take the time you need.
• Matching donations for approved charitable organizations.
• Group volunteer efforts.