Customer Support Specialist (Sunday-Thursday, 11am-8pm ET)

As a Customer Support Specialist at Calendly, your main responsibilities will include providing exceptional support through Live Chat, Phone, or Email, promptly resolving customer inquiries, maintaining expert-level product knowledge, and documenting issues accordingly. Your role will be crucial in helping users effectively navigate Calendly's features, ensuring they can maximize their scheduling efficiency.

A successful Customer Support Specialist at Calendly should possess excellent communication skills, both written and verbal, alongside a technical aptitude for troubleshooting software issues. Being patient, empathetic, and having a self-starter attitude is essential, as is a drive to work collaboratively within a fast-paced environment to meet the needs of customers while achieving team metrics.

Calendly typically requires candidates for the Customer Support Specialist role to have at least 1 year of experience in software (SaaS) customer support. Experience with live chat or phone support is a plus, and candidates should be authorized to work in the USA, as the company does not offer immigration sponsorship.

Customer Support Specialists at Calendly provide multi-channel support including live chat, phone calls, and email assistance. They help resolve customer queries related to scheduling meetings, using the Calendly platform, and troubleshooting issues to enhance the overall user experience.

Customer Support Specialists at Calendly will typically work a consistent schedule across Tuesday to Saturday from 11 a.m. to 8 p.m. ET. This schedule allows support coverage across multiple time zones and ensures that customers receive assistance throughout the week.

When dealing with a frustrated customer, it's crucial to listen actively and empathize with their situation. Acknowledge their concerns, offer reassurance, and provide clear solutions to their issues. Emphasizing your understanding and willingness to help can dramatically improve the interaction.

In the interview, you should focus on specific examples where you successfully troubleshot technical problems. Describe the steps you took, the resources you utilized, and how you communicated solutions to the customer, showcasing your approach and technical skills.

Effective time management in a busy role involves prioritizing tasks based on urgency and importance. Discuss specific tools or techniques you've used, like creating to-do lists or setting time limits for tasks, which enable you to maintain productivity while ensuring customers receive timely support.

To maintain product knowledge, engage with continuous learning through attending training sessions, reading updates from the product team, and actively using the product yourself. Being proactive about learning will make it easier to assist customers effectively.

Express your admiration for Calendly's impact in simplifying scheduling and your genuine enthusiasm for helping customers maximize their experience. Discuss how the company's values align with yours and how this role excites you for potential personal and professional growth.

Acknowledge the satisfaction that comes from resolving customer issues and seeing firsthand the positive effect it has on their productivity. Highlight personal stories where you've made a difference for a customer, showing your passion for the role.

Share a specific example where you took extra steps to ensure a customer's satisfaction or resolve their problem, including details about how your actions resulted in a positive outcome and reinforced your commitment to excellent customer service.

Explain your approach to multitasking in customer support, such as prioritizing issues based on complexity and urgency, utilizing available resources efficiently, and maintaining clear communication with each customer to keep them informed.

Emphasize the importance of teamwork in a Customer Support environment, where collaboration among team members enhances the overall support experience. Discuss how you have effectively communicated with colleagues to share insights and solve customer problems efficiently.

Discuss your openness to receiving feedback as an opportunity for growth. Share how you've used feedback from past experiences to improve your performance and highlight the value of regular reviews in enhancing customer satisfaction.