Customer Support Representative Jobs

About Hound Labs, Inc.

Hound Labs, Inc. is committed to developing ultra-sensitive, automated, and analytical breath technologies that will pave the way to practical and fair solutions for leading public health and safety issues. The Company’s first solutions specifically target THC molecules, limiting cannabis detection to the workday so employers can create testing policies that help balance workplace safety with employee fairness and privacy. Dr. Mike Lynn, emergency room physician, deputy sheriff (reserve), and former venture capitalist, co-founded Hound Labs, Inc. in 2014. Benchmark, EEC, Icon Ventures, Intrinsic Capital Partners, NFP Ventures, Tuatara Capital, and individual investors have funded the Company. Learn more at www.HoundLabs.com.

DEPARTMENT

Customer Experience

REPORTS TO

Director of Business Operations

LOCATION

Remote

About The Role

As a Hound Labs’ Customer Support Specialist, the ideal candidate will work on the Customer Experience team for Hound Labs’ products. The position involves handling customer calls and emails, managing customer escalations, complaint handling, acting as a customer liaison, and being the point of contact for Customer Support. Your goal will be to provide outstanding customer service to our clients. Qualified applicants will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.

Overview Of Responsibilities And Duties

• Good understanding of customer relationship management tools; experience preferred with SalesForce Service Cloud
• Help to create reporting that will call out customer trends, common questions, and track KPls.
• Subject matter expert of customer service ticket handling, Hound Labs products, and escalation management.
• Work within various sales platforms to manage customer inquiries and returns/refunds.
• Other responsibilities as required while working at a dynamic company on the cusp of launching its first product
• Act as a liaison between Customer Care and other cross-functional teams to extract information that can be brought back to Customer Support and vice versa.
• Be the voice of the Hound Labs’ customer, and support Hound Labs’ customer relationships by tracking surveys, and escalating potential problems or product requirements.
• Facilitate customer returns, refunds, complaints, and escalations.
• Help to create knowledge management content for front-line staff and customers.
• Train and develop junior team members as needed around product updates, proper ticket handling, and the like.
• Handle inbound Customer Support Calls via phone support, email, and chat.
• Recognize and develop procedures to drive efficiencies: Create workflows, processes, and guidelines.

Preferred Attributes

• Interest in Hound Labs’ mission and desire to affect change
• Ability to effectively juggle many priorities while remaining flexible to changing deadlines
• Confidence to accept feedback
• Intellectual curiosity, creativity, and eagerness to learn and teach
• Self-starter mentality and an understanding of when to elevate key details for approval
• Poise, resourcefulness, aptitude for problem-solving, and the willingness to suggest alternative approaches based on experience and research
• Ability to communicate efficiently with multiple people both internally and externally
• Great work ethic, ability to adapt quickly to changing priorities and shifting workloads, and an eye for making decisions that ensure the success of key internal and external stakeholders
• Comfortable navigating ambiguity

Qualifications

• Experience in working autonomously and in teams
• Excellent Communication Skills both written and verbal
• Strong sense of ownership with an eye for detail
• Experience as a Customer Support Specialist or equivalent Customer Service role
• Bachelor’s Degree (BA/BS) or equivalent in business
• Some travel may be required
• Inherent understanding of patience and empathy
• Ability to work in a fast-paced and changing environment
• Good understanding of Office Suite of products
• 3+ years of Customer Support Experience with preference in a B2B products and/or working with human capital management (HCM) solutions
• Excellent leadership and interpersonal skills
• Ability to work well in SalesForce product suite and NetSuite products
• Critical thinking and problem-solving

POSITION | EXPECTED HOURS OF WORK

• Days and hours of work may be variable depending on business needs
• Full-time position, onsite 3-5 days/ week
• Occasional evening work may be required as job responsibilities demand

Physical Requirements

• Indoor position that requires sitting at a computer for an extended period
• Exposure to moderate to loud noise and light as typical in a manufacturing environment
• Travel to vendors, conferences, company meetings, and other events may be required

🏝 Unlimited PTO

💛 1 Volunteer Day per year for you to help causes close to your heart

🍹 Team events, such as virtual happy hours, and off-sites

💰 Matching 401k

🧠 Mental Health and Wellness Benefits

🩺 Competitive Comprehensive Benefits

The HOUND® CANNABIS BREATHALYZER is intended to detect recent cannabis use. It does not measure whether, or how much, a person is impaired. It is intended solely for use in law enforcement, employment, and insurance settings. It should not be used for any medical or therapeutic purposes, or for any Federal drug testing programs, such as programs run by the Substance Abuse and Mental Health Services Administration (SAMHSA), the Department of Transportation (DOT), and the U.S. military.

Diversity is important at Hound Labs. We are proud to be an Equal Opportunity Employer, and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.