User Support Specialist
This is a fully remote role.
Department Summary:
At Crisis Text Line we strive to create an empathetic world where nobody feels alone. At our core we promote mental well-being for people wherever they are. The US Operations team provides an impactful volunteer experience that fosters belonging, community, wellness and loyalty. The team oversees all of the ways that we respond to our texters, train and coach our volunteers, build community, and logistically deliver our U.S. service and government contracts.
Role:
We are looking for a proactive and detail-oriented User Support Specialist to oversee the effective management of user inquiries via Zendesk and drive strategic improvements in our support operations. This role combines frontline customer support with a focus on optimizing how we use Zendesk to enhance efficiency, customer satisfaction, and overall team performance.
Responsibilities:
Crisis Text Line is a fast moving, growing organization with a big vision and a critical mission. To serve our mission and vision, each role must be agile and flexible to meet the needs of the business, aligning daily work with business priorities as defined by managers and team leaders.
Zendesk User Support:
- Respond promptly and professionally to user inquiries submitted via Zendesk, ensuring high-quality customer interactions.
- Diagnose, troubleshoot, and resolve user issues or escalate them to the appropriate team as needed.
- Maintain an understanding of our products, services, and policies to effectively assist users.
- Manage content and strategy for our self-service customer support tools, including our support knowledge base in Zendesk.
- Identify common questions, feedback, and recurring issues to inform improvements to our user-facing products, internal tools, and self-service options..
Tool Optimization:
- Analyze current usage of Zendesk to identify areas for workflow improvements, automation, and enhanced reporting.
- Collaborate with US Operations teams to implement strategic initiatives that improve the user support experience.
- Develop and maintain internal support documentation, FAQs, and automated response templates to increase efficiency across US Operations teams.
- Monitor and assess key performance metrics related to Zendesk usage and provide actionable recommendations.
Team Collaboration:
- Act as the first point of contact for Zendesk-related inquiries within the organization.
- Stay up to date with Zendesk updates, features, and best practices, and partner with the Director of Operations on sharing relevant insights with the team.
Qualifications:
- 3 + years of relevant experience in customer support, experience with Zendesk or a similar customer support platform is a plus but not required; willingness to learn and adapt is essential.
- Excellent communication skills, both written and verbal, with a focus on collaboration and stakeholder engagement.
- Strong strategic thinking skills with a demonstrated ability to identify opportunities for improvement and implement solutions.
- Strong customer focus and orientation towards solving problems for our volunteers and other customers to support the goals of the organization
Reliable High-Speed Internet Required: Must have a stable high-speed internet connection to support seamless remote collaboration, virtual meetings, online job tasks, etc.
The full salary range for this position, across all United States geographies, is per year. The upper portion of the salary range is typically reserved for existing employees who demonstrate strong performance over time. Starting salary will vary by location, qualifications, and prior experience; during the interview process, candidates will learn the starting salary range applicable for their location. We pay competitively in the tech-forward nonprofit space and offer a robust benefits package.
Only candidates in the following states will be eligible for employment: CA, CO, CT, FL, GA, HI, IL, IN, IA, MD, MA, MI, MO, NJ, NM, NY, NC, OH, PA, TN, TX, UT, VA, WA.
Benefits:
Crisis Text Line employee benefits are thoughtfully designed using an equity lens, acknowledging that we are all unique human beings with individual life circumstances that require flexibility and support.
Benefits include:
- 20 paid holidays including:
- Federal holidays like Juneteenth and Labor Day
- Election day
- Holiday break from Dec 24 through January 1
- 2 renewal days
- Flexible paid time off, including:
- 15 vacation days
- 3 personal days
- 7 sick days
- Medical, dental, and vision benefits for the staff member and family at no cost to the employee
- 403B retirement plan (the nonprofit equivalent of a 401K): 3% contribution by Crisis Text Line to support building financial wellness, regardless of personal contribution
- 12 weeks paid parental leave (after 6 months of employment)
- Student loan repayment (after 2 years of continuous full time service)
- Family support through a virtual childcare platform
- Stipends/Allowances
- Mental health (Monthly)
- Internet Service (Monthly)
- Professional Development (Annual)
- Wellness (Annual)
- Home office setup (One time/First year)