Customer Success Specialist

Tyson Corner, VA

At theCut, we build technology for the culture. We’re shaping up the barber shop experience, building tools that empower and embolden people to live their best lives. With over 14 million appointments booked, a community of tens of thousands of barbers, and over 1.5 million users, we are the go-to platform for barber shops.

We welcome people from all backgrounds who want the opportunity to create a future where everyone looks and feel their best. We're building a culture that's different from the typical startup, one that resonates with all of the things that are synonymous with urban barbershop culture - sports, music, community, pop culture, etc. If you’re curious, passionate, collaborative, and want to join a culture that challenges you to be the best you, come work with us, and let’s inspire confidence and clean cuts, together.

THE ROLE

At theCut, our crazy growth has been fueled by word of mouth. An incredible experience with both the product and our customer support have been key in building this community. theCut is looking for a sharp, highly motivated individual to join as a Customer Support Specialist. You'll be responsible for managing support request, onboarding barbers, and scaling support processes. As a Customer Support Specialist you bridge the gap between customers and product and engineering by triaging bugs and flawed user experiences. The ideal candidate is passionate about the customer’s experience and is an advocate for theCut community. We're looking for someone motivated to go above and beyond for our community members to instill trust in theCut. Ideally you are technically minded, customer centric, and exceptionally driven. If you’re highly analytical, resourceful, can communicate complex ideas with ease, and are a creative solution finder, then we’d like to talk to you.

THE RESPONSIBILITIES
  • Manage support requests across Zendesk and Social Media.
  • Guide barbers through the on boarding process in by social media, email, phone and/or events.
  • Support both barbers and clients with your knowledge of theCut platform.
  • Perform outreach to registered barbers to get them fully on-boarded and booking.
  • Work with current users to solve any issues they may have
  • Uphold theCut standard of service while working with users across all platforms including email, phone, & social media.
  • Flexible schedule: this is a full-time role that may require some nights and weekends
WHAT WE'RE LOOKING FOR
  • Bachelor's degree required
  • 1+ years experience in internal and external customer support
  • 2+ years experience with Zendesk or similar bug ticketing systems, support ticketing systems, and agile development processes
  • Strong cross-functional skills, ability to influence, and ability to get things done through both formal and informal means
  • Self-motivated, works independently and possesses strong organization and time management skills
  • Exceptional Excel/data management skills.
  • Proficiency in SQL, Google Drive
  • Strong interpersonal skills and relationship building skills required
  • Comfortable with change, uncertainty and charting new territory
  • You’ve booked a haircut on theCut

BENEFITS
  • Great medical, dental, and vision insurance options
  • Student loan repayment plan
  • 401(k) plan to help save for your future
  • Unlimited paid time off
  • Health and wellness stipend
  • Free lunch and snacks
  • Free company swag
  • Free haircuts through theCut

theCut is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. theCut does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. theCut also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. theCut adheres to all relevant state laws and local ordinances, and its internal policy, theCut will also consider for employment qualified applicants with arrest and conviction records.