Customer Support Agent

We are looking for a dynamic, high-energy, self-starter, who lives and breathes customer service. This candidate will be ready to support both event organizers and their participants and answer any questions they may have.

YOUR LIFE AT HAKU


Our state of the art, stunning offices overlooking Biscayne Bay in Miami are home to a diverse, thoughtful, and dynamic group of passionate professionals. We love solving challenges, fostering strong relationships with our customers, creating innovative technology, and winning together as a team - we think you'll love it too.

As a Team Member, You'll Be Eligible To Benefit From:

• Flexible PTO + paid holidays
• Top-quality benefits package (Health, Dental, Vision, STD, LTD, and Life Insurance)
• 401k with employer matching (after 90 days)
• Parental Leave: paid parental leave for birthing and non-birthing parents (after 1 year)
• Professional Development Reimbursement (after 6 months)
• Monthly credit towards wellness activities (gym, meal plans, mental health costs)
• Free access to wellness subscriptions, mental health, and financial planning platforms
• Discounted rates for pet insurance and voluntary life insurance and exclusive employee discounts through Perkspot
• Company-paid parking in the heart of Brickell
• State-of-the-art Apple computer and accessories
• Wellness activities, happy hours, and company-wide fun events
• Top-of-the-line office facilities, including an on-site gym and wellness center, fully stocked kitchen, and more

WHAT YOU’LL DO

• Offering quality support to participants with technical and event questions

• Providing professional phone, email, and live chat support

• Routing event-specific questions accordingly

• Documenting customer feature requests

• Escalating high-priority and urgent support requests to event representatives

• Communicating with the development team regarding system bugs and improvements

• Taking on other participant-related tasks or projects as assigned

• Diagnose and troubleshoot technical issues, guiding customers through solutions.

• Collaborate with product and engineering teams to relay customer feedback and improve product offerings.

• Contribute to a positive team culture by sharing knowledge and supporting peers.

WHO YOU ARE

• +1 year(s) of experience in customer service or similar

• Ability to learn, understand, and use technology

• Great attitude with a passion for providing amazing service and support to every customer

• Strong problem-solving skills and a knack for troubleshooting technical issues.

• Excellent communication skills, both written and verbal.

• Experience with customer support software (e.g., Zendesk, Freshdesk) is a plus.

• Ability to work in a fast-paced environment and adapt to changing priorities.

• Passion for technology and helping others

Position Type: Non-Exempt

• This is a non-exempt position, meaning it is eligible for overtime pay under the Fair Labor Standards Act (FLSA). As a non-exempt employee, you will be compensated for all hours worked, including any overtime hours in accordance with federal and state labor laws.

MORE ABOUT HAKU

haku is a state-of-the-art technology platform that powers world-renowned events. Our SaaS product equips event organizers of all sizes with an impactful business platform that enables them to plan, organize, promote, and execute their events. The bulk of our customers make up the enterprise tier of our market and include organizations like the Marine Corps Marathon, runDisney, The Philadelphia Eagles, the Bank of America Chicago Marathon, the Big Sur Marathon, Team in Training, Lexus Corporate Run, and many more.

We’re proud to be a minority-owned business and an equal-opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Our vision as an employer is to establish a work environment where everyone is welcome, and anyone has the right to succeed

For more information about our company, please visit our website at www.hakuapp.com/careers

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