Technical Customer Support Specialist

Skylight is a technology startup based out of Los Angeles and San Francisco. Our mission is to connect loved ones by creating the world’s simplest products and services that improve family life. We make consumer products, like Skylight Frame and Skylight Calendar, that are loved by millions of people across the globe. Our founders are former venture capitalists and serial entrepreneurs, who have scaled this business to $180M+ in annual revenue while being completely bootstrapped and profitable. 

We think often about the thousands of smiles we are able to put on our customers’ faces each day, and it fills our hearts with purpose. That’s why we have been working hard to expand our team and invent, so that we can continue to bring the magic of Skylight to millions of loved ones throughout the world.

At Skylight, we have three core principles that guide our work and help us manage the business day to day: autonomy, rigor, and care. These principles show up early and often and help guide the work we do and the way we work.

Who we are looking for:

We are looking for an experienced customer service professional to join our Customer Service Concierge Team. This role will be instrumental in supporting our Skylight Calendar product as we navigate through a period of significant growth and reimagine what exceptional customer service looks like for our Skylight Calendar Customers. You play a critical part in shaping the processes of this important front line, customer facing role.

Schedule:

• FT Tuesday-Saturday with Sundays/Mondays Off

Key Responsibilities:

• Provide bespoke, 1-1 customer service with our Skylight Calendar and Frame customers through all phases of their customer journey from purchase to activation to set up and continued use of their devices.
• Engage with customers daily through high-volume phone, chat, and email interactions. On average, you’ll support 6–8 customers per hour, though volumes may increase to 10–12 per hour depending on the complexity and nature of the inquiries.
• Support escalated customer issues involving complex hardware and software challenges with Skylight devices.
• Flag any patterns you notice in tickets or customer feedback so the team can stay ahead of emerging issues.
• Contribute to project-based work as needed to support team goals and enhance the customer experience.
• Be a supportive peer and thought partner with our Customer Service Team Leads, providing coverage as needed for our core and troubleshooting customer service teams
• Once experienced, agents may also step in to monitor social media platforms—such as ad comments, DMs, and our Facebook Group—and support customer engagement.

Who You Are:

• A highly empathetic, caring customer service professional with a proven ability to communicate clearly and compassionately with customers across omni-channel customer service
• A nimble team-player who is comfortable with ambiguity, willing to test and iterate, and operate with autonomy
• Collaboratively minded, understanding the interconnected nature of departments in a startup environment
• Passionate about technology and energized by fast-paced, constantly evolving products and environments
• Excellently organized, with an ability to prioritize time-sensitive tasks and work with efficiency
• Strong written and verbal communicator who can convey complex ideas with clarity

• 2+ years of high-volume, front-line customer service experience, with demonstrated ability to manage workload efficiently and proficiency.
• Must have experience with Zendesk or a similar Customer Relationship Management (CRM) system
• Exhibits patience and attentiveness when listening to feedback and excels at teaching and guiding others
• Strong communication skills across email, phone, and chat, delivering clear, professional, and engaging interactions with customers and team members alike
• Previous experience working in an agile startup environment
• Demonstrated talent for rapidly mastering new technology and becoming a product expert

Nice to Have:

• Previous experience working with a direct-to-consumer (DTC) or e-commerce brand.
• Experience providing customer support for a technical or digitally connected product.

Our competitive compensation package includes:

• Competitive Salary + Equity Package
• 401K matching
• Wellness, learning, and home-office budgets
• Health, Dental & Vision Medical Plans
• We offer 20 rolling Personal Days per year.
• Occasional travel is required, approximately once per year, based on business needs

Skylight is committed to building a diverse and inclusive team. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws. If you’re the best person for the job, we want you on board!

We hire across the U.S., but for legal reasons, we have to list NY and CO separately.

For Colorado-based candidates, the range being offered for this role is $55K-58K based on experience and for California-based candidates, the range being offered for this role is $55K-58K based on experience. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment for qualified applicants with criminal histories in a manner consistent with the requirements of this law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.