Customer Support Representative II - U.S. based

As a customer service enthusiast, you will recognize that our network of Auto Repair Shops is the cornerstone of our business and is the key to our ongoing growth and success. With your knack for solving tough problems and your focus on delivering exceptional customer service, you will thrive in a Customer Support job with Shopmonkey. As the driving force in building loyalty with our Auto Repair Shops and growing our existing Customer base, you’ll deliver effective relationship-based customer service in support of the department. You’ll tackle challenges that will continually spark your intellect, fuel your passion and drive your professional growth. Liaise between our Auto Shop customers and cross-functional internal teams to ensure innovative, individualized solutions, satisfying the ever-changing needs of our Customer base. Through it all, your ability to form a trusted bond, listen attentively, and respond to all Auto Shop inquiries will make you the critical touchpoint between Shopmonkey and our valued Customers. Please note this is a hybrid role, with in-office expectations 3 days per week in our Morgan Hill, California office, and 2 days working remotely.

Shopmonkey is a growing and changing startup, so this role will include variety, change, challenges, and creativity in designing solutions, which goes beyond the typical support role.

You will have the opportunity to:

• Learn all about the Shopmonkey product suite and automotive industry


• Use a relationship-based approach, deliver best-in-class service to our Customers


• Respond to Auto Shop complaints and service-related inquiries professionally and compassionately. Work with the Customer Support Management team to successfully address escalated Customer concerns .


• Work closely with Engineering to triage, replicate and resolve complex customer issues.


• Effectively manage workload, maintain assigned schedule, and attendance standards.


• Professionally handle incoming requests from Auto Shops and ensure that issues are resolved both promptly and thoroughly.


• Utilize tools and resources on every email, call or chat to make appropriate recommendations to our Customers on how to effectively utilize the Shopmonkey platform.


• Maintain a balance between company policy and Customer benefits in decision making.

Support Metrics:

• Meet department performance standards for servicing and responding to all ticket escalations from the Tier 1 Inbound team.


• Analyze and report trends from Auto Shops feedback, to determine needed process improvements

Communication:

• Ensure that all business-related items are successfully and professionally communicated either verbally or in writing, both internally and externally


• Continuously evaluate and identify opportunities to drive process improvements that positively impact the experience our Auto Shops go through

Bonus Points:

• Enthusiasm to work evening or weekend shifts


• Experience in hospitality, automotive industry, call center, or fast-paced startup


• Able to take direction from peers and managers


• The ability to speak Spanish is a plus

We are looking for people who:

• Have 5+ years of customer support experience in a high volume call center environment, supporting clients by phone, email and chat


• Ability to reproduce, test and comb through logging providing advanced troubleshooting capabilities.


• Continuously look for opportunities to help your teammates learn and grow in their technical abilities.


• Have a clear, professional, friendly and informative communication style


• Enjoy creative problem solving and experiencing new and different challenges everyday


• Prior experience working with bug ticketing platforms, submitting and conducting triage of open bug tickets.


• Are self-directed learners and highly motivated


• Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and seizing opportunity.


• Adapt quickly to changing priorities and evolving customer needs


• As a nice plus, truly appreciate cars and/or are familiar with the automotive industry

This is a full-time, non-exempt position that will be compensated within a range of $25-$32/hour. This position is also eligible for standard company benefits.

Why Shopmonkey?

Shopmonkey has become an amazing environment where employees feel that they are valued as people, and not just worker bees. To ensure that our team thrives, we invest in the following perks ( benefits below are mainly for U.S. based, full-time employees)Other benefits vary upon location outside the United States, and employment status):

💪🏼 Health & Wellness

• Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date


• Short term and long term disability


• Employee assistance program


• Reimbursement for a personal health and wellness membership


• Generous parental leave


• 401(k) available upon hire

✈️ Time Off

• 11 paid holidays


• Flexible time off - take the time off you need!

🥰 Giving Back

• Matching donations for approved charitable organizations


• Group volunteer efforts

Check out our founder’s story , life page , or hear from real employees about what it’s like to work at Shopmonkey.

Join our team of hungry, humble, smart people who love what they do, and change the auto industry by helping every shop thrive.

About the Industry

The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles, and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience.

About Shopmonkey

Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools, save time, and streamline their entire operation onto a simple, easy-to-use platform.

Headquartered in Silicon Valley and trusted by more than 3,500+ auto shops across the U.S. and Canada, Shopmonkey aims to change the status quo of the car repair market, estimated to be worth more than $500B.

In 2021 Shopmonkey raised a $75 million Series C, supported by top-tier Silicon Valley venture capital firms Bessemer Venture Partners, Index Ventures, Headline, I2BF, and ICONIQ Growth.

In 2022, Shopmonkey was named #4 on Forbes' annual ranking of America's Best Startup Employers list (and #1 in Business Products & Software Services).

Shopmonkey was once again named as one of America's Best Startup Employers by Forbes in 2023 and 2024 .

Shopmonkey is committed to building a diverse and inclusive team. We are looking for team members from all backgrounds that are committed to the Shopmonkey mission.

Shopmonkey 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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Shopmonkey is committed to the full inclusion of all qualified individuals. In keeping with our our commitment, Shopmonkey will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact our Talent Team at [email protected] .

Please note: Shopmonkey will never request sensitive information such as your social security number, bank account information, or other non-publicly available information during the application and interview process. If an applicant is extended an offer of employment, such sensitive information will be requested at that time. Shopmonkey will never ask you to receive and ship packages or goods as part of the interview. Other practices to be on alert for:

• Contact initiated via unsolicited text message or cold call. Shopmonkey does not follow up with candidates through instant messaging applications.


• Our Talent Acquisition team only corresponds from email addresses with the domain ‘@Shopmonkey.io’. If a generic email ID ending with Gmail/Yahoo or other domain is used while receiving a job offer or interview call, there is a likelihood of a scammer.


• While some of our jobs can be found on third party job sites, all of our current job opportunities and descriptions are posted on Shopmonkey’s Careers page, or our official LinkedIn Company Page

The U.S. Federal Trade Commission has published helpful articles to help individuals learn more about protecting themselves from recruiting scams and financial fraud . If you believe you were a victim of such a scam, you may contact your local law enforcement agencies. Shopmonkey is not responsible for any claims, liability, losses, damages, or expenses resulting from scammers or impersonators.