Contact Center Specialist - SaaS

Vagaro • Pleasanton, CA • 2w ago

Why Vagaro? At Vagaro, we believe in fostering a collaborative and inclusive work environment where every team member can thrive. Our culture is built on innovation, continuous learning, and a passion for making a positive impact. We support our employees' growth and vision for themselves, offering opportunities for professional development and career advancement. Join us and be part of a team that values creativity, teamwork, and a commitment to excellence. Plus, we know how to have fun while getting the job done!

What You'll Be Doing:

We're seeking enthusiastic, customer-focused problem-solvers to join our team. If you're experienced in troubleshooting SaaS applications and hardware add-ons and enjoy helping customers, Vagaro could be your next exciting opportunity!

This is an onsite position based in Pleasanton, CA.

Why You'll Love Working Here:

Attractive Compensation & Performance Bonuses: Enjoy a competitive salary paired with performance-based bonuses

Generous Vacation & Sick: 15 accrued days, plus 10 company holidays annually.

Health & Wellness: Comprehensive healthcare, dental, and vision plans for you and your family.

Exclusive Perks: Discounts on attractions, theme parks, shows, sports events, movies, hotels, and more through Tickets At Work and LifeMart.

Beauty Perks: $30/month reimbursement for any Vagaro service, including health, beauty, or wellness treatments.

Food Perks: $50 monthly stipend for our onsite microkitchen and a complimentary DoorDash DashPass subscription.

Growth Opportunities: College Assistance Reimbursement, access to EAP & Work/Life Programs, and a LinkedIn Learning account to master new skills.

Financial Security: 401k program with 4% matching and optional life/supplemental insurance.

Stay Active: Access to our on-site gym, flavored water dispenser, and basketball court to keep you fit and energized!

Your Impact:

Provide reliable and effective support for the Vagaro web platform, associated hardware, and billing inquiries

Troubleshoot, resolve, and document customer issues via phone, chat, and email

Work within service level goals and guidelines in a high-volume support center

Replicate and escalate issues to the appropriate internal Vagaro team

Draft support content and customer resources as needed

Become a subject matter expert on the Vagaro platform and related support tools

Serve as a main point-of-contact for technical escalations and specific Vagaro product features

Assist team members and other Vagaro staff to reach KPIs and goals

Other duties as assigned.

What You Bring:

Proven reliability and teamwork skills

Expertise in troubleshooting web applications, common browsers, and basic hardware issues on PC, Mac, iOS, and Android platforms

Ability to provide detailed public-facing and internal case notes

Strong written and verbal communication skills, with a typing speed of over 50 WPM

Minimum of two years' front-line, high-volume support/call center experience

Ability to work within common support metric goals and KPIs, e.g., SL, ASA, AHT

Experience in SaaS support, with fast mastery of the Vagaro platform, including hardware

Patience, empathy, and the ability to defuse difficult situations

Flexibility to work on weekends and holidays

What Sets You Apart:

Experience with CRM tools (e.g., Zendesk) and IVRs

Support experience in the health, beauty, and wellness industries

Prior save and retention experience in a support organization

Knowledge of HTML/XML and page source troubleshooting, specifically with widget code

Equal Opportunity Employer:

Vagaro is proud to be an Equal Employment Opportunity and affirmative action employer. We foster an inclusive environment where individuals are evaluated without discrimination based on gender, race, ethnicity, age, disability, religion, sexual orientation, gender identity, veteran status, or any other characteristics protected by law.

Your privacy matters! At Vagaro, we are committed to protecting your personal information. Before proceeding with your application, please review our Employee and Applicant Privacy Notice here (https://www.vagaro.com/pro/vagaro-employee-and-applicant-privacy-notice). By submitting your application, you acknowledge that you have read and understood our Privacy Notice, which outlines how we collect, use, disclose, and protect your information during the recruitment and employment process.

Vagaro is an E-Verify employer. Learn more at www.e-verify.gov (https://www.e-verify.gov)

Learn More About Vagaro:

Visit us at vagaro.com/pro (https://www.vagaro.com/pro) and vagaro.com (https://www.vagaro.com/) to learn more.

Vagaro

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