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Customer Support Escalation Specialist

Company: LawnStarter
Location: Austin
Posted on: June 23, 2022

Job Description:


LawnStarter is a marketplace that makes lawn care easy for homeowners while helping small businesses grow and succeed. We've raised over $20M in venture funding and are growing fast to revolutionize the $115 Billion lawn care industry. Are you interested in being an integral part of that growth and helping build our team?

What makes these roles awesome:

1 - Team

We believe the most significant part of any work environment is the team. Given this, we have spent a massive amount of time finding humble, hungry, and smart folks that you will get to work with every single day. That's a huge part of the reason LawnStarter received the best places to work award in 2018, 2019 and 2020 from the Austin-American Statesman.

2 - Growth

We have a small, tight-knit team willing to give responsibility to anyone that is hungry, humble, and smart. You'll be owning the outcome of your work and helping to shape the future of the business. If you're hungry for career growth and want to develop your skills, LawnStarter is the place to be.

3 - Startup Environment (Without the Early Stage Risk)

We are generating tens of millions of dollars in revenue per year enabling us to have a close-knit, agile, and fun environment that make startups so alluring with the added benefit of stability. We are backed by some of the leading venture and growth equity funds in the technology space.

What you'll be doing:

The Incident Resolution Team (IRT) is a specially trained group at LawnStarter that handles all customer and provider reports of property damage, insurance questions, and several other "special" cases that are not in the scope of the web and phone teams. Property damage can be challenging because you are jumping straight into customer and provider experiences that are already highly escalated. Due to this, we are the only ones that can touch these tickets and it's very important we follow all processes correctly to ensure the company, providers, and our customers all come away unscathed. Some cases can be resolved in less than a week, others can take months, and you'll be working on claims that range anywhere from broken sprinkler heads to actual fires. These can range in price from $10 to $10,000.

Your role is to guide these highly escalated customers through the experience, making each step of the process as easy as possible, and assisting them with finding the best resolution to their issue. You'll utilize the phone, email/tickets, and even text messages when needed to work directly with the customers who submit the claims, the providers who were there when the damage was claimed to have occurred, and the 3rd parties who can fix the damage.

This is a great opportunity to expand your LawnStarter knowledge, grow your support skillset, and to work closer with management on an important and evolving area that's vital to the long-term success of the company.


The following traits should describe you:

  • Passion for supporting others through a patient and empathetic approach
  • Customer-centric attitude
  • Strong attention to detail
  • Excellent written and verbal communication skills
  • Ability to work effectively with a loosely defined, shifting, and unstructured process
  • Ability to think outside of the box and come up with unique solutions to new problems
  • Comfort with Challenging the Status Quo and providing feedback and suggestions
  • Adaptable to quick changes in policy and processes
  • A desire and willingness to improve upon your skills and knowledge, on your own and through the assistance of your manager and peers

    What You'll Need

    You'll need to have the following equipment for the duration of your employment with LawnStarter:
    • A reliable headset, webcam, and Windows PC or Apple computer. These are not provided, so you'll need to supply your own.
    • A reliable high-speed internet connection with high uptime, that you can connect to via ethernet (wired connection)
    • A quiet, dedicated work environment where you can take calls and attend meetings without distractions or interruptions

      Bonus Points
      • Experience working in a customer support role, especially over the phone
      • Experience working in a call center environment or remotely
      • Experience with Zendesk or similar ticketing systems

        Additional Details And Requirements
        • This will be a full-time hourly position
        • Pay range (based on experience): $12 - 16
        • Benefits included: Paid vacation, holidays, and sick time. Medical, dental, vision, long/short term disability, life insurance
        • Must be a resident of one of the following states: CO, DC, FL, GA, IL, MI, NC, NJ, NY, OH, PA, TN, TX, VA, WA
        • Must have flexible availability Monday - Friday: 7 am - 6 pm (your schedule will be between that start and end)
        • Great Culture: One of the top places to work in Austin in 2018, 2019, and 2020, and in the US in 2021, we are all about the team. That's why we have spent a massive amount of time finding humble, passionate, and smart folks that you will get to work with every day.

Keywords: LawnStarter, Austin , Customer Support Escalation Specialist, Other , Austin, Texas

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