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Guest Experience Representative
Guest Experience RepresentativeSqueeze Massage • Los Angeles, CA, US
Guest Experience Representative

Guest Experience Representative

Squeeze Massage • Los Angeles, CA, US
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Job Description

Job Description

We’re Squeeze, a feel-good company, from the Founders of Drybar.

A bit about us : Squeeze was designed to modernize the massage experience. Our revolutionary app-based booking and payment platform simplifies the process, allowing guests to book, set personalized preferences, pay, tip, rate, and review all their fingertips, so they can walk in and figuratively float out. Easy, peasy, Squeezy!

BENEFITS & PERKS

  • 100% work from home
  • Flexible schedules as well as full-time status at 32 hours per week
  • Paid sick leave
  • Health benefits and 1-week paid vacation for our employees who work just 32 hours or more
  • Nurturing, supportive environment, no matter where you're at in your career
  • Feel-good partnership with Canine Companions (for every membership sold, we donate a day of canine support to a person with a disability)

ABOUT YOU

  • You are experienced in resolving guest issues via email for high-volume B2C technology businesses
  • You are technically proficient, a self-starter, and adaptive to change
  • You're curious and confident. You have experience prioritizing multiple tasks in a fast paced environment.
  • You are obsessed with over-the-top, first-class guest service and thrive in ensuring an amazing experience for anyone and everyone who interacts with you
  • You radiate positivity and inspire trust through teamwork
  • Words that describe you include :  friendly, energetic, and detail-oriented
  • You have a hospitality orientation, are gracious and patient, and warm in nature with strong communication skills
  • Beyond ensuring an amazing experience, you are eager to join a guest-first brand dedicated to transforming the massage experience for our guests
  • You are passionate about all things health and wellness and wholeheartedly believe in the benefits of massage for a balanced lifestyle

    • YOUR RESPONSIBILITIES AT SQUEEZE

  • Respond to guests via email, phone, and SMS
  • Leverage internal tools to support our Operating Partners and their teams via Slack
  • Expert at all things app-related! The Squeeze experience is completely digital end-to-end, so you’ll assist guests with downloading our app, setting up their account, booking appointments, becoming a member, and more.
  • Serve as the liaison that connects guest feedback with internal teams such as Shop Management and the Support Team
  • Demonstrate expertise in all technologies used to support guest inquiries
  • Identify opportunities to improve the guest experience and internal processes

    • EXPERIENCE REQUIREMENTS

  • 2+ years experience working in customer service at a high-volume B2C technology business
  • Excellent people skills and a strong focus on customer service
  • Strong written and oral communication skills
  • Outstanding problem solving and troubleshooting skills
  • Self-starter with the ability to multitask in a dynamic startup environment
  • 1+ year experience working with Zendesk preferred
  • Experience working with Zenoti, Klaviyo, and Slack preferred
  • Must be able to work weekends

    • Must live in California or Tennessee

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