Tier 2s know the LawnStarter product, policies, and processes inside and out. They use this knowledge to deliver an amazing Customer and Provider experience; whether it’s answering questions in the Zendesk Chat Tool, taking ownership of a web ticket or taking a live escalation call, or jumping into a project that will impact the team and company for years to come.
Every Tier 2 supports both the Customer and Provider teams and the Phone, Web, and Chat channels.
This opportunity is open to all LawnStarter team representatives .
Please include a resume and a cover letter expressing why you are the ideal candidate for the job and what interests you about this role.
The primary responsibilities of Tier 2 include:
- Taking ownership of Escalated Web Chat and Phone issues from Customers and Providers
- Handling Escalations from our Tier 1 channels in real time
- Assisting Tier 1s via our ZenDesk Chat Channel
- Handling Refunds
- Supporting the Ops Leadership Team with various projects
- Taking part in the hiring of Tier 1s
- All Tier 2s need to be able to work any shift within these hours - we do have specific schedule needs for this role including a need for open weekend availability.
- Tier 2 Support Hours
- 7 am - 9 pm CST, Monday - Sunday
- You have been working with LawnStarter for at least six months
- You are currently on good terms with excellent performance and metrics (Currently not on a Performance Plan and achieving goals on CSAT and QA metrics)
- It is also necessary for you to have a suitable workspace with low/no background noise and equipment/services for taking live calls with minimal downtime.
- You'll also need to have permission from your direct manager to apply.
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What We Do
LawnStarter is a marketplace for outdoor home services. We offer the simplest and most effective solution for ordering and managing outdoor home services, with operations in 440 cities across the United States. With incredibly high ratings from consumers and providers, it is easy to see why we have industry-leading retention on both sides of the marketplace and are poised to build a multi-billion-dollar consumer brand.
We have successfully raised over $35M from some of the leading technology and growth investors.
