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Customer Support Specialist - HST

About Mangomint

Mangomint is a fast-growing SaaS company on a mission to make every salon and spa more profitable. We are already the highest-rated salon and spa software in the US and Canada with thousands of customers and seek to become the #1 market leader in the coming years.

We’re a fully remote, fun, and ambitious team and get together every few months in person. As we grow, we’re looking to attract high-potential individuals who want to be part of a winning team. If that’s you, come join us!

About the Role

At Mangomint, our customers are at the heart of everything we do. As a Customer Support Specialist, you’ll play a key role in delivering exceptional service by responding to customer inquiries with speed, accuracy, and empathy. We set high standards for our team because our customers expect nothing less. Joining our dynamic and growing team means you’ll have a direct impact on improving our customers’ everyday experiences. If you’re passionate about helping people, eager to learn, and excited by the fast-paced environment of a thriving start-up, this could be the perfect role for you.

As a Customer Support Specialist at Mangomint, you will:

  • Troubleshoot and respond to inquiries from our customers, primarily through chat but also over calls

  • Constantly increase your Mangomint product and industry knowledge so you can provide expert-level answers and support

  • Collaborate with different teams to identify and resolve technical issues reported by customers

  • Document and share frequent customer issues and solutions

  • Provide personalized solutions and preemptive follow-ups to ensure customer satisfaction and retention

  • Work Monday-Friday, 9 am-6 pm, HST

What We're Looking For

  • A minimum of 1 year experience in a software support position

  • The ability to learn incredibly quickly and an “I’ll figure it out” attitude (while also not being afraid to ask questions)

  • The ability to work autonomously while also collaborating effectively within a team

  • You thrive when tackling complex challenges, even under pressure

  • A genuine passion for connecting with people from diverse backgrounds, treating everyone with respect and kindness

  • Strong written communication skills

    *Experience with salons and spas (or beauty & wellness in general) would be a huge plus

What You'll Love About Us

  • Health, dental, vision, life & LTD insurance

  • Generous monthly wellness budget for gym memberships, yoga, etc.

  • Premium subscription to the Calm app

  • One Medical membership

  • Flexible and unlimited PTO

  • 401k plan available (no matching)

  • Employee stock option program

Mangomint is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability and genetic information (including family medical history).

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Average salary estimate

$60000 / YEARLY (est.)
min
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$50000K
$70000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Support Specialist - HST, Mangomint

At Mangomint, we are on the lookout for a dedicated Customer Support Specialist to join our vibrant team! Located in the beautiful United States, this is an opportunity to work with a fast-growing SaaS company that aims to revolutionize the salon and spa industry. As our Customer Support Specialist, you will be pivotal in delivering outstanding service to our customers, who are at the heart of everything we do. Your day-to-day tasks will involve assisting customers through chat and phone, answering their inquiries swiftly and accurately, all while showcasing your empathy and professionalism. You'll dive deep into our product, gaining expert knowledge, allowing you to tackle any queries with confidence. Collaboration is key, so expect to work closely with various teams to resolve customer issues and document those learnings for future reference. Your role may also include providing personalized solutions and follow-ups to keep our customers satisfied and engaged. If you have at least a year of experience in the software support realm, a knack for problem-solving, and a genuine passion for helping diverse individuals, you could be the perfect fit for our enthusiastic team. Plus, with your working hours scheduled Monday to Friday, 9 am to 6 pm HST, you’ll have plenty of time to enjoy what you love outside of work as well. So, if you’re ready to play a vital role in our customer support and be part of an ambitious and fun-loving team, Mangomint is the place for you!

Frequently Asked Questions (FAQs) for Customer Support Specialist - HST Role at Mangomint
What are the key responsibilities of a Customer Support Specialist at Mangomint?

As a Customer Support Specialist at Mangomint, your primary responsibilities will include troubleshooting customer inquiries via chat and calls, expanding your product knowledge, collaborating with cross-functional teams to resolve technical issues, and documenting frequent customer issues and solutions. You will also provide personalized solutions and follow-ups to enhance customer satisfaction.

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What qualifications are required for the Customer Support Specialist role at Mangomint?

The ideal candidate for the Customer Support Specialist position at Mangomint should have a minimum of one year of experience in a software support position. They should possess strong problem-solving skills, excellent written communication abilities, and a passion for helping people. Experience in the salon and spa industry is a great plus!

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What is the work culture like for a Customer Support Specialist at Mangomint?

At Mangomint, the work culture is dynamic, fun, and ambitious. This fully remote team collaborates regularly and meets in person every few months to strengthen their team spirit. The focus is on delivering exceptional customer service while nurturing individual growth and development.

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How does Mangomint support employee well-being for Customer Support Specialists?

Mangomint places a significant emphasis on employee well-being by offering comprehensive health, dental, and vision insurance, a generous wellness budget for gym memberships, and access to the Calm app. The company also provides flexible and unlimited PTO, ensuring work-life balance for its Customer Support Specialists.

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What opportunities for growth exist for a Customer Support Specialist at Mangomint?

As a Customer Support Specialist at Mangomint, you can expect plenty of opportunities for professional growth. By continually expanding your knowledge of the product and engaging with different teams, you can develop new skills and potentially advance into roles with greater responsibility within the company.

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Common Interview Questions for Customer Support Specialist - HST
Can you describe your experience in customer support and how it prepares you for the role of Customer Support Specialist at Mangomint?

When responding, focus on specific examples from your previous roles where you successfully resolved customer inquiries or complaints. Highlight your ability to learn quickly and adapt in fast-paced environments, showcasing how these experiences will contribute to your success at Mangomint.

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How would you handle a frustrated customer who is unhappy with the service?

Demonstrate your empathy and communication skills. Explain how you would listen actively to their concerns, acknowledge their feelings, and work to find a solution. Emphasize the importance of remaining calm and professional while aiming to turn their negative experience into a positive one.

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What steps do you take to troubleshoot customer issues in a software support role?

Share a structured approach to troubleshooting that you follow. This could include gathering pertinent information from the customer, identifying potential causes for the issue, testing various solutions, and ensuring clear communication throughout the process.

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Can you explain how you manage your time when dealing with multiple customer inquiries?

Illustrate your time management skills by explaining how you prioritize tasks and maintain efficiency. Talk about tools or techniques you use to stay organized, ensuring that you can address each customer's needs promptly without sacrificing quality.

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How do you ensure you understand the technical issues reported by customers?

Discuss the importance of active listening and asking clarifying questions. Explain how you would research the issue or consult with colleagues if necessary to ensure that you fully understand the problem before responding to customers.

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What strategies do you use to keep your product knowledge current as a Customer Support Specialist?

Mention your commitment to continuous learning, such as reading product documentation, participating in training sessions, and collaborating with teams. Stress the significance of staying updated with new features or improvements to provide accurate support.

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Can you provide an example of a time you exceeded a customer's expectations?

When answering, recall an instance where you went above and beyond to assist a customer. Describe the actions taken and the positive outcome, emphasizing your commitment to exceptional customer service.

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How would you collaborate with other teams to resolve a customer's technical issue?

Explain how you would initiate communication with relevant teams, provide clear information about the issue, and follow up on progress. Highlight your understanding of the importance of teamwork in delivering effective solutions.

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Why do you want to work as a Customer Support Specialist at Mangomint?

Articulate your passion for customer service and why you are drawn to Mangomint specifically. Discuss your admiration for the company's mission, values, and innovative approach within the salon and spa industry.

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What role do empathy and communication play in the effectiveness of a Customer Support Specialist?

Analyze the significance of empathy in understanding customer concerns and how effective communication leads to clearer exchanges. Emphasize that both skills are essential in establishing trust and rapport with customers, ultimately enhancing their experience.

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Full-time, remote
DATE POSTED
February 2, 2025

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