As a Worker Success Specialist, you will be at the forefront of our commitment to our workers. You’ll be a go-to person for providing exceptional support, ensuring their experience with WorkWhile is smooth, positive, and productive. This role requires a proactive, empathetic individual who can navigate a dynamic environment and collaborate effectively across teams. You’ll be instrumental in building trust and safety within our platform while efficiently resolving worker inquiries and contributing to their overall success.
What you’ll do / Key Responsibilities
- Deliver Amazing Customer Support: Be the friendly and knowledgeable voice of WorkWhile, providing outstanding support to our worker community through various channels (e.g., email, chat, phone). Go above and beyond to understand their needs and provide effective solutions.
- Support Trust & Safety Initiatives: Actively contribute to maintaining a safe and trustworthy environment for our workers. This may involve reviewing reports, escalating issues, and adhering to established trust and safety protocols.
- Efficient Case & Ticket Management: Handle worker inquiries, issues, and support tickets with speed and accuracy, ensuring timely and prompt resolutions. Maintain clear and organized records of all interactions.
- Collaborate Cross-Functionally: Work closely and effectively with the Account Management team, as well as other internal teams (e.g., Operations, Product, Engineering), to address worker needs, share insights, and contribute to a seamless worker experience.
- Embrace Change and Ambiguity: Thrive in a fast-paced and evolving environment. Be adaptable and comfortable with shifting priorities and processes, demonstrating a proactive approach to change.
- Proactively Identify Opportunities for Improvement: Recognize trends and patterns in worker feedback and identify opportunities to improve our platform, processes, and overall worker experience.
- Contribute to Knowledge Base and Resources: Help develop and maintain internal and external resources to empower workers and streamline support processes.
- Advocate for the Worker Community: Serve as a strong advocate for our workers, ensuring their voice is heard and their needs are considered in decision-making processes.
What we’re looking for / About You / Qualifications
- Proven experience in a customer support or similar role, demonstrating a passion for helping people.
- Excellent communication skills, both written and verbal, with a knack for clarity and empathy.
- Strong problem-solving and critical-thinking abilities, with a proactive approach to finding solutions.
- Ability to manage time effectively, prioritize tasks, and handle a high volume of inquiries in a timely manner.
- Comfort and proficiency with using technology and various support tools.
- A strong sense of ownership and responsibility.
- Ability to work both independently and collaboratively within a team.
- Flexibility and adaptability to thrive in a dynamic and evolving environment.
- A genuine desire to contribute to the success and well-being of hourly workers.
- Flexibility with your schedule
Bonus Points:
- Experience in trust and safety operations or a related field.
- Familiarity with the gig economy or hourly work landscape.
- Experience using CRM or ticketing systems (e.g., Zendesk, Intercom).
WorkWhile has a diverse, mission-driven, and supportive culture—we look for people who want to take ownership, are energized by ambiguity, and strive to make a lasting impact. If this resonates with you, we’d love to chat!
WorkWhile is an Equal Opportunity Employer. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply.
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