Customer Experience Associate (Part-Time)

Please note that this is a part-time role of ~15-20 hours/week, and will include working outside normal business hours (please see below for details).  

STEEZY’s mission is to make dance the next big sporting and fitness category, starting with online dance classes. We are a dance technology company that provides curated classes & programs for dance fans who are looking for an easy-to-enjoy dance experience. We use data and insights to enable a delightful learning experience, which is important so our audience can feel the joy of dance faster. 

We were founded in 2014 and are backed by Aglaé Ventures (Noom, ByteDance, Netflix, Spotify), Jason Calacanis (Uber, Robinhood, Calm), Freestyle Capital (Patreon, Airtable), and Elysian Park Ventures (Freeletics, PlayVS). Our community consists of dancers in over 100+ countries! 

The Challenge:

We’re looking for a part-time Customer Experience Associate to work collaboratively with the team and engage with our member base through email and social support communication, and be the member’s advocate to the company by providing regular feedback on the biggest obstacles/opportunities for the company. This person will be responsible for participating, managing and overseeing projects that contribute to the overall growth of the Customer Experience Team, as well as STEEZY’s online community! 

Our Customer Experience Team’s mission is to provide a seamless support experience for all STEEZY Studio members in every step of their dance journey! We love what we do and ensure that our work contributes to STEEZY’s overall mission.

Logistics:

• This role is meant to provide a premium level of care and oversight outside our normal business hours:
• U.S. Holidays
• Weekends (Friday - Sunday)
• Weekday nights (Monday - Tuesday)
• Flexible to pick-up extra shifts to cover for teammates
• The CX Manager will work with you to design 15 - 20 hours/week within the hours above as your core schedule, in addition to the expectation of supporting most holidays.
• We count on our part-time CX Team to help handle all conversations, escalations, and most importantly, to be a trusted advocate for our members. As such, you’ll be trained to respond to our emails + social media channels, as well as escalations. 

What You Can Expect:

• Complete mastery and knowledge of STEEZY Studio's registration flow, subscription and account management, products/features, and refund process to balance business and member needs
• Respond to members in an efficient, friendly, and professional manner over email and social channels, ensuring the highest possible level of customer satisfaction and advocacy
• Contribute work to projects overseen by the Customer Experience Manager, such as reports and/or recommendations that include top contact drivers and bug status updates
• Advocate for our members to various Product, Engineering, Content, and Marketing teams in order to solve complex, nuanced issues/complaints

What You’re Good At: 

• At least 1 to 2 years working in a professional office/tech environment
• At least 1 to 2 years working in a customer support/experience role
• Demonstrated experience working with Zendesk or similar tools (i.e. Salesforce)
• Demonstrated communication skills, both written and verbal
• Demonstrated understanding of consumer apps and technology
• Demonstrated problem-solving skills, the ability to identify the root cause of various issues

The following would be excellent, but not required to have:

• Dance experience
• Demonstrated experience with subscription-model support
• Familiarity with STEEZY Studio
• Familiarity with hip-hop and dance culture

What It’ll Be Like: 

You will join a team of curious and passionate folks interested in making online dance learning fun and easy. We value transparency, collaboration, and results (with some dance breaks along the way!), and expect the team to align with and uphold our STEEZY values - there are 7 of them, which you will come to learn throughout the recruiting process!  

STEEZY is invested in being an equal opportunity workplace that is dedicated to hiring diverse talent. We encourage people from underrepresented groups to apply to our open roles. 

- ✌STEEZY Squad

Based on the California Consumer Privacy Act of 2018 (CCPA), as an applicant of an open role at STEEZY, below are the pieces of personal information STEEZY will collect from you: 

• Name
• Contact Information (email address, phone number)
• Employment History
• Education History

We use the above personal information as part of the process to find qualified candidates to fill our open roles. STEEZY does not “sell” a candidate’s personal information as defined under the CCPA. STEEZY discloses candidate personal information to affiliates of STEEZY, partners/third parties who provide services to help us fill our roles, and government agencies as required by law.