PT Customer Service Representative

Overview

Teamshares is a mission-driven startup that buys small businesses from retiring owners and transitions them into enduring, employee-owned businesses through our software, education, and community products.

This role exists to provide both proactive and reactive support across the Teamshares network. It’s a unique customer experience role, because our ‘customers’ are the employees and leaders of the small businesses that we’ve acquired. The core focus of this role is to help our network companies operate smoothly and profitably by providing responsive and helpful support to president and employee owners. For the right candidate, there may be potential for this to grow into a full-time hire over time.

This role is part of our Network Services team, which includes things like marketing support, procurement, transitions, and leadership education. Our team is small and agile, and at times you’ll collaborate with these other teams on projects and opportunities to improve our customer experience and to help network companies be more successful.

Responsibilities

Duties may vary day-to-day, but the below responsibilities are broadly representative of what this role entails:

• Provide responsive and helpful support to Teamshares stakeholders by managing inbound Zendesk tickets. You’ll own each interaction from start to finish, resolving issues with empathy and exercising good judgment when faced with complex problems.
• Develop subject matter expertise in Teamshares to effectively resolve customer issues.
• Lead in routing tickets to subject matter experts and escalating tickets as needed.
• Share insights and recurring patterns to help improve the experience.
• Manage and improve our Zendesk help center across three audiences, including creating and refreshing content to proactively answer customer questions.
• Assist with various other shareholder-related tasks in our software, including topping up share pools and processing cap table requests.
• Identify ways additional ways to improve our shareholder experience over time, including introducing AI, automation, or other technologies where appropriate
• Engage in other cross-functional projects and initiatives as needed and as time allows

Requirements

• 2-3 years of customer service or customer success experience
• Experience with Zendesk
• Highly empathetic and curious; comfortable with ambiguity and solving complex problems
• Excellent written and verbal communication skills
• Operational mindset. You’re comfortable thinking about and building systems and processes
• Interest in small business and employee ownership a plus
• Preferred hours: 9am-1pm CT Mon-Fri

Performance expectations

• Act in accordance with our company values:

  • Trust comes first - Without the trust of our customers and colleagues, we have nothing
  • Take initiative - Don't wait. Just do. We've got your back.
  • Act thoughtfully - Being right doesn't matter. How you think does.
  • Show empathy - Understand your colleagues’, our customers’, and our stakeholders' needs. Act accordingly.
  • Make things better - Look with fresh eyes and find ways to continually improve our business.
  • Be dependable - Do what you say you are going to do. Do the right thing. Be unflappable.

• Consistently meet our Zendesk SLAs and help other departments meet their SLAs