Analyst, CS Experience (Customer Service)

Location: Remote in the US; Tuesday–Saturday, 11am–7pm ET; occasional evenings and weekends may be required.

Salary: $52,800–$75,000 annually; the stated range applies to NYC metro or similarly situated employees.

Company

hirify.global is a mission-driven leadership development organization serving girls, volunteers, families, and communities through national programs and local councils.

What you will do

• Respond to customer requests and concerns through the national phone line, live chat, email, social media, and Salesforce case channels.
• Provide Level 1 technical support by researching questions, troubleshooting issues, guiding customers through corrective steps, and maintaining workstation performance.
• Create, monitor, maintain, and route cases in Salesforce Service Cloud within departmental service-level requirements.
• Escalate tickets to councils and internal GSUSA teams, including Digital Cookie, Technical, Information and Referral, and Merchandise queues.
• Analyze ticket volume and trends, support service improvements, and lead or contribute to special and cross-functional projects.
• Maintain cooperative relationships with customers, volunteers, Girl Scout councils, GSUSA staff, and the general public.

Requirements

• Bachelor’s degree or equivalent experience.
• At least three years of experience in a customer service environment.
• Advanced knowledge of customer service and support inquiry management across phone, chat, email, and social media.
• Strong problem-solving, empathy, interpersonal, organizational, reading comprehension, written communication, and verbal communication skills.
• Ability to manage multiple inquiries, meet deadlines, handle challenges with tact and urgency, and work effectively with cross-functional teams.
• Advanced competency in software ticketing systems such as Salesforce Service Cloud and phone call management systems.
• Competency in Office 365 or similar suites, PowerPoint, Excel, and NetSuite or similar ERP systems.
• Ability to maintain knowledge of internal staff organization so tickets are escalated and followed through appropriately.

Nice to have

• Direct customer-facing help desk ticketing experience.
• Bi-lingual Spanish skills.

Culture & Benefits

• Full-time remote position with a 35-hour workweek and a Tuesday–Saturday, 11am–7pm ET schedule.
• 20+ paid time-off days, two floating holidays, nine workplace holidays, and a paid year-end office closure.
• Medical, behavioral health, dental, vision, wellness, hospitalization, fertility, HSA, and FSA benefits.
• Company-paid life insurance, short- and long-term disability coverage, 12 weeks of paid parental leave, and a 401(k) with company match.
• Flexible work arrangements and health and wellness classes and activities.
• Travel requirements are 0–10%.