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Customer Service Rep at Top 50 Colorado Startup

| Greater Denver Area

About Let’s Roam

This is a full time position at a top 50 Colorado startup as ranked by BuiltIn Colorado with generous benefits and competitive salary.

 

Let’s Roam is a startup that helps people explore the world and connect with others through scavenger hunts, BarHunts, restaurant experiences and more. Our activities help people connect with their environment through fun challenges and interactive games. We’ve helped friends explore the city, couples propose, and companies have a better work culture. Our company was founded almost three years ago and we are looking for very talented individuals to continue growing fast!

 

About You

You are motivated to build something incredible. You are creative, independent and have a love for learning. You're a self-starter, problem solver and natural leader. You communicate openly, share your ideas and don't shy away from feedback. You challenge both yourself and others around you. You are willing to do what it takes to grow Let’s Roam and are ready to inspire people to explore the world and help them connect with others.

 

Full description: https://docs.google.com/document/d/1BZa9zRgbdwKMHPsLS2JN6uB3BTov-sYS9fV2IGgbT5g/edit

 

 

Incredible Culture

In our office you'll find a friendly atmosphere where everyone's opinions and ideas matter. Our team is passionate about growing Let’s Roam and goes above and beyond to make sure that happens. We want you to grow with us, so you’ll have the opportunity to explore your own ideas and projects. We often promote from within and if you take initiative you can forge your own career path here. You will be challenged to find ways to improve our company and yourself daily. Our company hires and fires based on our core values to create a productive and diverse workforce that can focus on building something incredible.

 

Great Benefits

Let’s Roam was created during a vacation with Mike and Charlie Harding (the founders), so we encourage our employees to explore the world and discover new ideas through employee benefits.

 

  • Build Something Amazing - You will be part of a team that is building something big. You will be able to shape our company and have a huge impact on how people travel and connect with each other.
  • Generous PTO and Sick Days - 4 weeks paid time off, nine company holidays, paid sick days, paid volunteer days.
  • Paid Volunteer Time Off - Give back to the community that has helped us create Let’s Roam
  • Golden Ticket - After your first year, earn a free roundtrip flight to any city with a scavenger hunt in it (we are in almost every major city in the world).
  • Comprehensive Health Benefits. Medical, vision, and dental.
  • Wellness Reimbursement -  A monthly reimbursement for gym memberships, fitness activities, massages, nutritional counseling, weight-management programs, or other programs that build a healthier lifestyle.
  • Always Learning - Each year get a $450 reimbursement to learn something new that helps you grow: anything from music lessons to online classes.
  • Grow Your Comfort Zone - Each year get a $200 reimbursement to do something that scares you and you’ve never done before.
  • 401(k) - Plan for retirement with Let’s Roam with our 401(k).
  • Life Insurance - $25,000 life insurance (just in case).
  • Enjoy The Office - Tons of snacks and food. 2 happy hours a week and a free gym. We are located in the heart of downtown.

 

About This Position

Mission:

The Customer Service Rep will respond to customer requests and be the voice of our customers while improving our app and website experience.

Outcomes

Customer Service

  • Less than 24 hour email response time after 1 month
  • Ensure all phone calls are answered during business hours
  • Conduct customer survey calls routinely to look for ways to improve the experience
  • Respond to all social media posts
  • Respond to Stripe requests

 

Special Projects

  • Create a special project to streamline the customer service experience within 2 months
  • Have 2 major ideas to implement within 2 months
  • Ensure that we are constantly fixing our systems
  • Reduce manager workload by taking over specific tasks

Competencies

Customer Service

  • Experience working with customer
  • Friendly, Positive
  • Excellent writer
  • Excellent at talking on the phone
  • Good at improvising and knowing when to ask for help
  • Organized

Special Projects

  • Strong communicator
  • Ability to make and implement new ideas

 

Position Description

  1. 40% - Customer Service
    1. Respond to customer emails and phone calls  
    2. Create and implement features/ideas that improve the customer experience and answer customer questions before they contact us
    3. Be the voice of our customers when we create new features and ensure that features we make won’t cause confusion.
    4. Identify patterns with customer issues so we can quash all general problems.

 

  1. 30% - Manage off-site, part-time writers and contractors
    1. Ensure contractors are paid
    2. Ensure contractors are effective
    3. Communicate progress to our team

 

  1. 30% - Brand Special Projects
    1. Use customer feedback and suggestions to improve our products, brand, and company.
      1. Website/app copy improvements - Revise content to make our content sleeker and easier to understand.
      2. FAQs improvements - Update the FAQs when necessary to answer frequent customer questions.
      3. Develop new features/products - Lead teams to create new features
      4. Watch user interactions on website and  mouseflow to improve the customer experience

 

Occasional Critical Responsibilities

  1. Maintain Office - Ensure that the office is clean and stocked with snacks/fruit weekly, purchase office items (computers, furniture, games, printers, supplies, etc.), and ensure that all employees needs are met. Office manager may takeover this duty.
  2. Schedule facilitators for large group private events.
  3. Manage specific admin tasks

 

Ways to go above and beyond in this position:

  1. Consistently provide new ideas to grow the company and improve the experience for our users.
  2. Wowing the customers

 

We promote from within

This position was last filled by an employee that took initiative and was promoted to our full time graphic designer. If you are eager to learn you will have the opportunity to be promoted to new positions.

 

Reports to: Charlie Harding, CEO

 

Apply To Join Our Team

https://forms.gle/WXwiD4rFRh7dDss37

 

Learn More
https://www.letsroam.com/careers

 

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Location

The Let's Roam HQ is in the heart of downtown Denver. Overlook the Rock Mountains from our 24th floor office. Access to trains and great food nearby.

What are Let's Roam Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Let's Roam has donated over $50,000 worth of tickets to non-profit orgs.
Open door policy
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Amazing Dental Benefits; 100% covered.
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $25 for glasses and contact lenses. See handbook for more information.
Health Insurance Benefits
Awesome health insurance. See our employee handbook for more information.
Life Insurance
Life insurance is equal $25,000.
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Simple planning for retirement with our integrated 401(k) plan. In the future we plan on offering matching once we are slightly larger.
Performance Bonus
Depending on your position, you will be eligible for bonuses which include cash, free paid travel, concert tickets, sporting events, restaurant gift cards, and more.
Vacation & Time Off Benefits
Generous PTO
Generous PTO to rest and relax when you need it.
Paid Volunteer Time
Our employees receive 16 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Flexible paid sick days.
Perks & Discounts
Casual Dress
Company Outings
Let's Roam. hosts company outings Monthly and Quarterly.
Free Daily Meals
Free breakfast every day!
Happy Hours
Happy hours are hosted twice per week.
Relocation Assistance
Depending on position, you may be eligible for relocation assistance.
Professional Development Benefits
Tuition Reimbursement
We want you to grow and learn with us. We offer yearly tuition reimbursements.
Promote from within
Online course subscriptions available

Additional Perks + Benefits

Let's Roam is growing fast and we want you to grow with us! We reward motivated employees that help enable growth. We support passion projects for new ideas that align enhance our product offerings. As the project expands you can be promoted into new positions that better fit your role and your interests. If you work passionately you will have a lot of opportunity to grow and move up in the company.

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