Part-time Member Services Specialist

About the role

As part of Hydrow's customer experience team, you'll support our members, dealers, and partners with day-to-day service needs. This role focuses on handling and following up on support cases, assisting with Tier 2 customer and technical inquiries via phone and email, and helping resolve issues in a timely, professional manner. You'll also support basic administrative tasks like processing orders and keeping CRM records up to date, working closely with the broader team to ensure a smooth and positive customer experience.

Responsibilities

• Answer and own the follow up on support cases
• Provide Tier 2 support for customer service and technical inquiries via phone & email
• Troubleshoot and resolve escalated customer issues efficiently and professionally
• Respond to commercial and dealer inquiries as well as end-consumers
• Process commercial orders accurately and manage related follow-up communications
• Maintain detailed and accurate records in CRM systems

Requirements

• Previous experience in customer service or support roles
• Strong written and verbal communication skills
• Comfort handling customer interactions via phone and email

Preferred experience

• Salesforce
• Netsuite
• Stripe
• Shopify

Pay

$25 - $25 an hour

Schedule

This role is 20 hours a week, part-time only.

How we work

• Authentic and Inclusive: We embrace each and every one of our differences and celebrate our diversity. We commit to fostering a space where everyone belongs and is heard.
• Nimble with Purpose: We are a fleet of speedy boats, instead of a barge. As pathfinders of positive change, we adapt our focus with ease when our purpose points us in a new direction.
• Resilient Teammates: We support our Hydrow teammates and members through challenges: technical, personal, or unexpected waves. We overcome the present obstacle and persevere together.