User Support Coordinator

Carina is a not-for-profit technology organization founded in 2016 that operates an online home care "matching" system. The system matches consumers who need home care services with certified home care workers who are seeking work. Carina's platform has successfully matched thousands of home care providers and home care seekers, resulting in over 5,000,000 hours of in-home care delivered.

Carina is entering a new growth phase, entering new geographic markets in-home care and childcare where qualified caregivers are matched with care seekers via a new Carina platform. We’re growing Carina with a small team of experts in product design, cloud engineering, product management, partnering with marketing and customer service experts, and project managers that manage the go-to-market.

Position Details

Location: Hybrid work Headquartered in Downtown Seattle, remote work possible from CA, IL, NM, NY, RI and WA

Work Schedule: Our typical business hours are 8:30-5:00 Monday-Friday.

Travel Requirements: Up to 10%

Category: Full-Time, FLSA Exempt, Regular

Physical Requirements: Must be able to sit and stand for long periods of the day.

Position Summary

Reporting to the Manager of User Support, the User Support Coordinator is responsible for escalating user support queries, analyzing user support issues, and assisting the manager with the set-up and monitoring of new user support programs. This position is mainly responsible for efficiently receiving and effectively resolving user queries, communicating with our engineering and marketing teams, analyzing and providing the best solutions, maintaining standard operating procedures, assisting with writing reports that detail metrics, issues, and insights, following the escalation process, and providing top-quality user experiences.

You Will:

• Respond to, evaluate, and prioritize incoming support requests from

outsourced user support vendors, Carina users, partners, and internal staff;

• Escalate technical issues in a timely manner;
• Solve routine issues or escalate based on priority for more complex issues;
• Track and monitor customer-submitted enhancements and confirmed bugs;
• Document all customer interactions clearly and concisely;
• Assess and analyze user issues, inquiries, or errors to determine the impact;
• Gather relevant information, conduct research, or perform testing to diagnose

the source or the root cause of an issue;

• Provide solutions or recommend adjustments to meet end-user requirements;
• Help identify improvements to existing workflow and/or procedures to enhance

the customer experience;

• Help develop and manage internal and external support documentation;
• Assist with data analytics, insights, and quality assurance;
• Follow up with internal teams and users to ensure that reported technical issues are resolved;

• Assist and support training projects and user feedback projects;
• Make outbound calls to users for follow up as needed.

You Have:

• At least 2 years of customer service experience;
• Excellent communication and problem-solving skills;
• The ability to multi-task and learn quickly;
• A strong sense of ownership and are proactive;
• Flexible and willing to support various projects as needed;
• Experience using CRMs (e.g. Salesforce), and are comfortable learning new software;
• Proficient with Microsoft Office applications;
• Passion and interest in working with a non-profit organization.

Salary Range:

• $64,255 to $85,959

Benefits:

• Fully Paid Medical, Dental and Vision;
• 18 days PTO, 15 Sick days, 11 holidays, 1 floating holiday and 2 personal days;
• 401k and pension options;
• Fitness, cell phone, internet and furniture stipends.

Carina 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.