Short early morning shift

Sittercity is seeking an early-morning Customer Support Specialist to assist parents and caregivers using our online childcare marketplace. In this short, early shift, you'll handle inbound chats and emails, troubleshoot account and booking issues, and guide users through background checks, profiles, and payments. You'll escalate safety concerns, follow detailed workflows, and capture clear notes in our support tools. Working closely with product and operations, you'll share user feedback to improve features while upholding our high standards for trust, safety, and a warm, family-focused experience.

Responsibilities

• Handle early-morning inbound chats and emails from parents and caregivers
• Troubleshoot account, login, booking, and basic billing issues
• Follow safety and escalation protocols for high-risk or sensitive cases
• Document interactions clearly in the ticketing system
• Use and update internal knowledge bases and macros
• Collaborate with product and operations by relaying user feedback
• Meet response time, quality, and customer satisfaction targets
• Work reliably during assigned early-morning shift hours

Required Skills

• Customer support (chat/email)
• Ticketing systems (e.g., Zendesk, Freshdesk)
• Basic troubleshooting for web/app issues
• Data entry and documentation
• Written communication
• Live chat support
• Account and billing support
• Fraud/safety escalation procedures
• Knowledge base usage and updating
• Time management in short shifts