Sitter, IT​/Tech, Technical Support

Sittercity is seeking a detail-oriented Customer Support Specialist to help families and caregivers successfully use our childcare marketplace. In this role, you'll respond to user inquiries, troubleshoot account and technical issues, and guide families through posting jobs, screening sitters, and using safety tools. You'll collaborate with product and engineering teams, share insights from customers, and help improve our platform and processes.

Ideal candidates are tech-savvy, empathetic communicators who thrive in a fast-paced, mission-driven environment supporting parents and caregivers nationwide.

Responsibilities

• Respond to customer inquiries via email, chat, and phone with timely, accurate support
• Troubleshoot user, account, and basic technical issues on the Sittercity platform
• Guide families through posting jobs, reviewing applications, and messaging sitters
• Educate users on platform safety features, screening tools, and best practices
• Document issues, categorize tickets, and escalate complex problems as needed
• Collaborate with product and engineering teams by sharing customer feedback and trends
• Maintain up-to-date knowledge of platform features, policies, and processes
• Contribute to help center content, FAQs, and support documentation
• Meet or exceed response time, quality, and customer satisfaction targets
• Support a collaborative, mission-driven culture focused on families and caregivers

Required Skills

• Customer support
• Technical troubleshooting
• CRM or ticketing systems
• Written communication
• Verbal communication
• Problem-solving
• Knowledge base management
• Data entry and documentation
• Customer de-escalation
• Time management