Customer Support Specialist - job 1 of 2

As a Customer Support Specialist at Calendly, you will be the first point of contact for users seeking assistance or guidance. Your responsibilities include promptly resolving customer inquiries through Live Chat, Phone, or Email, maintaining expert-level product knowledge, and taking a consultative approach to problem-solving. You’ll also document customer interactions, participate in support initiatives, and work collaboratively within the Customer Experience team to enhance the overall support experience.

To thrive as a Customer Support Specialist at Calendly, you should have at least 1 year of experience in software customer support, specifically within a SaaS environment. Strong technical troubleshooting skills, phenomenal written and verbal communication abilities, and a self-starter mentality are essential. Experience with Live Chat or Phone support is a plus. You should also be authorized to work in the United States.

Customer Support Specialists at Calendly work on a consistent five-day schedule that includes one weekend day to serve our customers across multiple time zones. Your shift will typically be either Tuesday - Saturday, 8am - 5pm EST, or Tuesday - Saturday, 9am - 6pm EST, ensuring that you provide support at key times for our users.

Working at Calendly as a Customer Support Specialist offers a unique chance to make a direct impact on customer experience in a rapidly growing company. You’ll be part of a supportive, passionate team dedicated to making every customer interaction outstanding. Additionally, you’ll have ample opportunities for growth and professional development, allowing you to accelerate your career while contributing to a product that millions rely on.

Calendly is committed to facilitating the career development of Customer Support Specialists through continuous learning opportunities, participation in support initiatives, and regular feedback on performance. This supportive culture enables team members to grow their skills and advance their careers while making a real difference in enhancing customer support standards.

When answering this question, highlight specific roles you've held, mentioning your duties and the tools you’ve used. Focus on scenarios where you solved customer issues using your technical skills, making sure to illustrate how your experience aligns with the responsibilities of a Customer Support Specialist at Calendly.

In responding to this question, explain your time management techniques, perhaps mentioning tools or methods like to-do lists or ticketing systems. Illustrate your strategy for assessing urgency and importance, ensuring customers receive timely and effective support while maintaining quality.

Use the STAR method (Situation, Task, Action, Result) to clearly outline a specific instance where you faced a difficult customer situation. Emphasize your problem-solving skills, empathy, and how your approach led to a positive outcome for both the customer and your team.

Discuss skills such as strong communication, empathy, technical proficiency, and problem-solving ability. Provide examples of how you have demonstrated these skills in past roles and relate them to the responsibilities you would undertake at Calendly.

Show your commitment to ongoing learning by mentioning resources you utilize, such as webinars, training sessions, or industry publications. Explain how you believe staying informed contributes to delivering exceptional support and how it relates to being effective in the Customer Support Specialist role at Calendly.

Craft your answer by expressing enthusiasm for Calendly's mission and product. Discuss your passion for helping others and how you see yourself contributing positively to their Customer Experience team. Personal anecdotes about your experience with Calendly can add authenticity to your response.

Use the STAR method to detail the interaction. Highlight how you identified the customer’s frustrations, the steps you took to address their concerns, and the resulting satisfaction. Emphasize your ability to listen, empathize, and provide solutions.

Share techniques you use to manage stress, such as deep breathing, time management strategies, or taking short breaks. Detail how these practices contribute to your ability to stay focused and productive when handling a high volume of customer inquiries.

Argue for the importance of empathy or effective communication to ensure a positive customer experience. Provide examples of how you’ve integrated this quality into your previous roles, and how it applies to working at Calendly.

Discuss your approach to de-escalation, emphasizing active listening, empathy, and clear communication. Detail how you would work to understand the customer’s issues, provide reassurance, and offer potential solutions, aiming to restore the customer’s trust in the product and the company.