support specialist

about the support specialist role:

the support specialist role manages incoming customer, creator and collective inquiries and is key in ensuring our customers have an incredible experience regardless of where they are in the customer journey. the support specialist must be highly organized as well as a skilled verbal and written communicator. the shift for this role is subject to change, but we are looking for someone who can typically work 10am-6pm MST. 

soona wants every crew member to feel a sense of ownership. successful support specialists will be able to search for answers before asking for help and make reasonable decisions within their scope. this does not mean they need to work in isolation as seeking help can often accelerate development and avoid critical long term mistakes. they should be able to drive projects forward and work independently as needed.

about soona:

soona makes it possible for brands to create professional photo and video starting at $39. our studios give customers a playground for creating their content and our online platform makes it possible for any product company in the world to experience a remote shoot.

Requirements

an ideal candidate can:

• handle client inquiries and questions across channels (email, live chat, text, phone)
• triage client outreach to sales, studio team, or management as needed
• utilize all tools and resources available to ensure timely and accurate responses to customer inquiries
• educate clients about soona pricing and process
• assist with client outreach regarding shipping & inventory management 
• communicate with pro service providers in regards to shoot success 
• provide strong customer support while listening, eliciting information efficiently, comprehending, and resolving client issues
• translate the client’s needs to soona’s process and relay to the team
• work with operations team to ensure shoot success for all clients 
• assist senior support specialist + assistant director of CS with key initiatives as needed

has experience in:

• customer service (live chat + call center experience is huge bonus!)
• excellent verbal and written communication
• experience tracking information in databases, CRMs or spreadsheets
• an interest in or passion for photography/videography

Benefits

we can offer:

• strong starting pay: $23-25/hour
• benefits & perks + unlimited pto + intentional culture
• really badass headshots

our hiring philosophy:

at soona, we look for representation across all intersectionalities of identities, specifically within underrepresented groups. it is these differences that push us towards innovation, curiosity, and success in our business. we believe in providing equal employment opportunities without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by laws or regulations in the locations we operate.