Customer Support Representative

OurFamilyWizard is a technology company on a mission to help families thrive across all of life's circumstances. We bring together three leading family management brands: OurFamilyWizard, (https://www.ourfamilywizard.com/) the world's most trusted co-parenting application, and Cozi (https://www.cozi.com/), the #1 family organizing app in the U.S, and FamilyWall... (https://www.familywall.com/index.html), the leading European-based family organization app.

Cozi is the leading family calendar and organizing app in the United States, helping millions of families manage busy family life and receiving over 250,000 5-star ratings. OurFamilyWizard is a SaaS technology platform that enables families to co-parent seamlessly across households. Nearly one million parents and family law practitioners have leveraged OurFamilyWizard to coordinate schedules, record documentation, exchange digital payments, and settle disputes. FamilyWall is available in 9 languages and serves families with their free and paid daily organization, planning, communication and budgeting tools. Together, the platforms provide a holistic set of solutions for all types of families.

We recently received a private investment round from Spectrum Equity, putting Cozi and OurFamilyWizard in the same neighborhood as Grubhub, Ancestry.com, Headspace, and others. We are looking for passionate team members to join us in accelerating our growth to the next level by reaching the millions of families who can benefit from our technology solutions.

As a Customer Support Representative at OurFamilyWizard, you will provide technical and billing support for application users and also serve as a point of contact between the end users and the development team. You will help customers who contact our FamilyWizard through phones, email, and chat, communicating with the highest degree of courtesy and professionalism while striving to resolve customers issues with expediency. Support hours are offered from 8am-6pm CT daily, with rotating email-only support on weekends and holidays.

What you will accomplish:
? Provide technical, account, and billing support for customers using the OurFamilyWizard mobile app and OurFamilyWizard.com
? Quickly resolve customer questions and requests in a friendly, professional manner
? Diagnose and report on technical glitches and share customer feedback
? Educate customers on OurFamilyWizard features and benefits
? Grow and maintain a working knowledge of all company products, services, and promotions
? Grow and maintain a working knowledge of all Customer Support policies, procedures, and protocols
? Understanding and profile customer needs to make recommendations for additional services

Who you are:
? A critical thinker. You can break down and resolve issues quickly and effectively.
? Strong interpersonal skills. You are an effective communicator who shows patience and empathy towards customers and colleagues.
? Collaborative. You enjoy partnering with cross-functional teams to resolve any inquiries and share customer feedback.
? Self-driven. You are curious in nature and take ownership of tasks.
? Passionate. You have an interest and passion for helping families thrive.

What you bring:
? A high level of web proficiency and strong computer skills.
? Strong communication skills, both written and verbal, with an eye toward grammatical proficiency.
? Proficiency in Microsoft Office and solid understanding of Web, Android, and iOS platforms and operating systems
? Demonstrated experience in customer support, customer experience, or customer-facing roles is preferred
? Bachelors/Professional degree or equivalent experience is preferred
? Experience with error reporting tools like JIRA is a plus
? Experience with customer support tools like Zendesk is a plus
? Knowledge of the Family Law industry is a plus

Why Join?

Great mission. Creating a safe and productive environment for families to co-exist is extremely important for us; we've been doing it for 20 years and are deeply motivated by adding value to the lives of parents, children, and practitioners.

Growing team. While we've been around for a while, we continue to evolve and innovate. That's what keeps us going! You'll have an opportunity to contribute meaningfully to our organization as we hit our second stride.

Amazing Culture. OurFamilyWizard has a positive and supportive culture?we look for people who are curious, inventive, and work to be a little better every single day. In our work together, we aim to be smart, humble, hardworking and, above all, collaborative.

Here's a list of our key benefits:
? Full Medical: OFW Pays 100% of the premium for employee AND additional family members
? 401k: Up to a 4% match with immediate vesting
? 12 weeks paid leave for all new parents
? 12 Paid Company Holidays + Paid Winter Break + Additional You Days
? Learning & Development stipend for employees
? Supportive and flexible working environment ? work from anywhere!

Come As You Are!

OurFamilyWizard provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws