Customer Support Specialist (Tuesday - Saturday, 11am to 8pm ET)

A Customer Support Specialist at Calendly is responsible for being the first point of contact for users, resolving support tickets via Live Chat, Phone, or Email, and maintaining expert-level product knowledge. You’ll assist customers in scheduling meetings and provide solutions while documenting issues and progressing internal matters as needed. Your role is crucial in delivering a positive Calendly support experience.

To be a successful Customer Support Specialist at Calendly, candidates should have at least 1+ years of experience in software (SaaS) customer support, technical troubleshooting skills, and strong communication abilities. Experience in Live Chat or Phone support is a plus, but what’s most important is having a self-starter mentality and a passion for helping others.

The work schedule for a Customer Support Specialist at Calendly is Tuesday to Saturday, from 11am to 8pm ET. This consistent 5-day per week schedule not only facilitates communication across multiple time zones but also allows you to develop a balance in your work and personal life.

At Calendly, the opportunities for professional growth are plentiful! As a Customer Support Specialist, you will be immersed in a dynamic learning environment where you can enhance your skills, develop product expertise, and participate in support initiatives. You’ll also have the chance to make tangible contributions that directly impact the company’s growth.

Working at Calendly as a Customer Support Specialist is unique because you'll be part of a team dedicated to delivering high-touch customer experiences. You have the opportunity to make customers' lives easier by solving their problems effectively. The culture emphasizes curiosity, collaboration, and innovation, ensuring that you grow alongside a passionate, customer-centric team.

It's essential to remain calm and empathetic when dealing with difficult customers. Listen actively to their concerns, validate their feelings, and reassure them that you're there to help. Offer a solution based on your understanding of Calendly's product and maintain professionalism throughout the interaction.

My experience with technical software troubleshooting includes assisting customers in navigating issues they face while using various software applications. I have developed a systematic approach to diagnosing problems and walking customers through the troubleshooting process effectively.

In my previous role, a customer faced technical difficulties just before an important meeting. I worked overtime to resolve the issue quickly and set up a new meeting link, ensuring they could proceed seamlessly. They were immensely grateful for the extra effort, which led to positive feedback.

I prioritize customer inquiries based on urgency and impact. I assess which issues require immediate attention and which can be resolved quickly in batches. Keeping organized notes helps me maintain efficiency and ensure every customer receives timely responses.

I have hands-on experience with Calendly, where I have utilized its features for scheduling appointments efficiently. Understanding its functionalities allows me to better assist customers in leveraging the product to its fullest, ensuring they achieve their scheduling goals.

Staying motivated in a fast-paced environment comes from my passion for helping others. I find motivation in the positive feedback from customers and know that even small interactions can significantly impact their day. I embrace challenges as opportunities for growth.

Important metrics in a customer support role include response time, resolution time, customer satisfaction scores, and ticket closure rates. Monitoring these metrics helps me understand my performance and identify areas for improvement, ultimately enhancing the customer experience.

I approach complex customer issues by breaking them down into manageable parts. I listen carefully to the customer's problem, ask clarifying questions, and then research solutions while keeping them informed. If needed, I escalate the situation to ensure proper resolution.

In a previous role, I received constructive feedback about my communication style in ticket responses. I took that feedback seriously, sought resources to improve, and practiced adjusting my tone and clarity in written communication, resulting in better customer satisfaction.

Calendly's company culture is centered around collaboration, customer-centricity, and continuous improvement. Employees are encouraged to be curious, share ideas, and support each other in achieving goals. The emphasis on a high-touch customer experience truly resonates with my values.