Halp is looking for a passionate people-person with a knack for hospitality, customer service, and technology. Our support team resolves problems for our customers on technical operations teams to help them dramatically reduce ticket resolution time, increase user satisfaction, and amplify productivity.

As a customer experience associate, you will be on the frontlines of our customer-facing team, making a large impact on our brand and product. You’ll thrive in this role if you love puzzles, enjoy helping people, and naturally empathize with others. “I don’t know” is not in your vocabulary. You love learning and are keen on diagnosing root causes of issues rather than finding band-aid solutions.

You will field customer requests, organize product feedback, and triage tickets that impact more than 100,000 employees at future-thinking companies like Slack, Pinterest, and Fastly. Sometimes you’ll be interacting with customers before they’re ready to make a purchase and you’ll have a chance to build your sales muscles. Whatever the request, you’ll always prioritize exceptional customer service and will be driving to find solutions that are best for each individual customer.  

We practice what we preach and use chat-based support as well as our own Halp software to triage tickets and resolve issues. The support team sits as a center point of our product-driven company and has a unique opportunity to touch all aspects of the business. This is an exciting opportunity to gain exposure to all aspects of the business — sales, marketing, engineering, and product — and will learn the ins and outs of a fast-paced tech startup.

What You'll Do:

• Triage inbound customer requests through tickets and chats and escalate to the correct team as needed.
• Build a positive relationship with our customers and potential customers to ensure they have the best possible customer experience.
• Work with our support, sales, engineering, and product teams to route issues, questions, and feedback.
• Report feature requests and pain points to represent the voice of the customer and work with the product team to find solutions.
• Troubleshoot basic product bugs and escalate as needed.
• Contribute to our external and internal help documentation.Learn about the inner workings of a fast-growing startup and experience each sector of the business.
• Manage requests and questions in our Halp Slack community.

Who You Are:

• Curious with a desire to always be learning
• Excited about providing great customer service  
• Tech-savvy and able to navigate multiple systems simultaneously
• Passionate about solving puzzles and making things right -- people have complimented you on your amazing problem-solving ability
• Exceptionally organized and adept at managing your time
• A stellar communicator with strong written communication skills
• Nice to have: service, hospitality, or call center experience

The way we work is pretty special.

- Monday memos with detailed updates from each team lead to promote transparency and give everyone a lens into what’s happening across the whole business.

- Company-wide retros on Fridays where we debrief on the week and have an open dialogue about what we want to keep and change.

- Once a week option to work from home (or as we say, Slack-first day).

- Weekly team lunches where we share accomplishments, appreciations, and “in-the-ditches” (things that went laughably wrong).

- Lunch-and-learns — we buy lunch while team members share their subject-matter expertise with the rest of the team.

- Flexibility to work out of either our downtown Boulder office with flatiron views or downtown Denver office above the Milk Market. 

We take care of our people.

- Competitive salary & stock options

- Excellent health, dental, vision, and disability coverage — we cover 100% of your cost of health insurance and 25% of your dependents’ cost

- Unlimited vacation policy 

- Paid parental leave

- Public transit EcoPass

- Annual international company retreat

- Weekly team lunch on us

- Team events and offsites with the best coworkers you’ve ever had

- Office kitchen stocked with healthy snacks and drinks

- Zestful monthly stipend for learning, health, and fitness

- Book stipend for continuous education