F2P Customer Success Associate

Sleeper is a sports-focused games platform with messaging at its core. The customer support role at Sleeper is the heartbeat of the company. You will play a key role in supporting and nurturing user relationships by collecting the voice of the customer and funneling feedback to appropriate channels. You will join a small, but passionate team that acts as the front-line to users, helping with user onboarding, resolving bug and usability issues, and collecting and prioritizing product and feature requests.

Responsibilities

Provide exceptional customer service through demonstrating product knowledge; Effectively communicate with users across several channels (email, chat, and social media); Promote Sleeper through conflict resolution abilities and effective communication skills; Question conventional wisdom, take initiative, and identify and develop creative solutions; Help with user onboarding; Resolve bug and usability issues; Collect and prioritize product and feature requests

Requirements

Excellent verbal and written communication skills to communicate and collaborate across multiple departments and users; Ability to work weeknights and weekends due to varying shifts, including 5 days of work with 2 days off; High degree of empathy and customer-centric personality; Skilled problem-solver who is adept at asking questions to distill the causes and intent of users

Nice to have

Competence with Intercom; Sleeper fandom

Benefits

Competitive salary; Comprehensive health, dental, and vision insurance; Dental and vision insurance; PTO; 401(k); Flexible working hours and remote work options; Opportunities for career advancement