PT Customer Service Representative

Teamshares is a mission-driven startup that buys small businesses from retiring owners and transitions them into enduring employee-owned businesses through our software education and community products.

This role exists to provide both proactive and reactive support across the Teamshares network. Its a unique customer experience role because our customers are the employees and leaders of the small businesses that weve acquired. The core focus of this role is to help our network companies operate smoothly and profitably by providing responsive and helpful support to president and employee owners. For the right candidate there may be potential for this to grow into a full-time hire over time.

This role is part of our Network Services team which includes things like marketing support procurement transitions and leadership education. Our team is small and agile and at times youll collaborate with these other teams on projects and opportunities to improve our customer experience and to help network companies be more successful.

Duties may vary day-to-day but the below responsibilities are broadly representative of what this role entails:

• Provide responsive and helpful support to Teamshares stakeholders by managing inbound Zendesk tickets. Youll own each interaction from start to finish resolving issues with empathy and exercising good judgment when faced with complex problems.

• Develop subject matter expertise in Teamshares to effectively resolve customer issues.

• Lead in routing tickets to subject matter experts and escalating tickets as needed.

• Share insights and recurring patterns to help improve the experience.

• Manage and improve our Zendesk help center across three audiences including creating and refreshing content to proactively answer customer questions.

• Assist with various other shareholder-related tasks in our software including topping up share pools and processing cap table requests.

• Identify ways additional ways to improve our shareholder experience over time including introducing AI automation or other technologies where appropriate

• Engage in other cross-functional projects and initiatives as needed and as time allows

• 2-3 years of customer service or customer success experience

• Experience with Zendesk

• Highly empathetic and curious; comfortable with ambiguity and solving complex problems

• Excellent written and verbal communication skills

• Operational mindset. Youre comfortable thinking about and building systems and processes

• Interest in small business and employee ownership a plus

• Preferred hours: 9am-1pm CT Mon-Fri

• Must reside in the United States

• Act in accordance with our company values:

  • Trust comes first - Without the trust of our customers and colleagues we have nothing

  • Take initiative - Dont wait. Just do. Weve got your back.

  • Act thoughtfully - Being right doesnt matter. How you think does.

  • Show empathy - Understand your colleagues our customers and our stakeholders needs. Act accordingly.

  • Make things better - Look with fresh eyes and find ways to continually improve our business.

  • Be dependable - Do what you say you are going to do. Do the right thing. Be unflappable.

• Consistently meet our Zendesk SLAs and help other departments meet their SLAs

Salary: $18-20/hr