The Customer Support Specialist I responds to customer inquiries, troubleshoots issues, escalates complex cases, and maintains customer interaction records, supporting users of the SQUIRE platform.
WHO WE ARE
SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.
Founded in 2015, SQUIRE is trusted by more than 30,000 barbers across 5,000+ shops in more than a thousand cities worldwide. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.
For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.
SUMMARY
The Customer Support Specialist I is the first point of contact for our Customers and their clients, providing timely assistance, troubleshooting basic issues, and helping shops and barbers succeed using the SQUIRE platform. This position may work shifts between Monday - Friday, 7:00 am EST – 9:00 pm EST to support SQUIRE’s global customer base.
REPORTS TO
Manager, Customer Support
JOB DUTIES AND RESPONSIBILITIES
- Respond promptly to customer inquiries through chat, email, and phone.
- Troubleshoot and resolve common technical and account-related issues.
- Escalate complex cases to Tier II or other departments as needed.
- Maintain accurate and detailed records of customer interactions and resolutions.
- Develop a strong understanding of SQUIRE’s products and services to provide effective support.
- Deliver excellent service by ensuring a positive and professional customer experience.
- Identify recurring issues and share feedback with the team to improve processes.
- Contribute to maintaining and updating internal knowledge base articles.
The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.
REQUIREMENTS AND QUALIFICATIONS
- 1+ years of technical support experience.
- Prior experience and understanding of Android, Apple, Mac, PC technology and operating systems.
- An outside-the-box thinker and problem solver, able to diagnose problems even when there isn’t a manual.
- Ability to work 40 hour work-week.
- Excellent oral and written communication skills.
- Understanding of Payment Processing and Payment devices.
- Flexibility to work weekends/evenings.
WHAT WE OFFER
- Base Salary ($52,000)
- New hire stock grant
- 100% employer paid medical, dental, and vision insurance for you and your dependents
- 401K plan with company contribution
- Generous PTO and Parental Leave policies
Interview Accommodations
SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to [email protected] and someone on our team will respond to your request.
EEO Provision
SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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.
Pay Transparency Nondiscrimination Provision
SQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
E-Verify Participation
SQUIRE participates in E-Verify. Learn more about E-verify here.
Top Skills
Android
Apple
macOS
Pc
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