Family Concierge at Sittercity

| Chicago, IL
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About Sittercity

Sittercity’s mission is to make child care finally work. We pioneered tech enabled child care in 2001, and we connect millions of parents with babysitters and nannies every year. Recognized as a Chicago Innovation Award winner and one of the best places to work by Crain’s and Built in Chicago, we are building a platform that is radically simplifying the way we find, book and pay for trusted care. Headquartered in Chicago, we serve families and caregivers nationwide. We're also incredibly excited to have joined the Bright Horizons family. Child care is essential for letting parents get back to work and keeping our economy functioning. Sittercity and Bright Horizons are coming together to strengthen our mission to make child care finally work!

What You’ll Do

We’re looking for a full-time member to join our Family Concierge team, helping families navigate finding care for their families. As a Family Concierge, you’ll utilize your organizational, problem-solving, and people skills to provide real-time support to our network of families. In this role, you’ll be responsible for conducting needs assessments and researching the best resources to support a customer’s needs. As a Family Concierge, you will have the opportunity to create a personalized experience for families throughout various stages of care, from newborns to young adult support, to eldercare.

The ideal candidate thrives in a fast-paced culture and can also make thoughtful decisions. You're curious, creative, customer-first, and oriented towards developing excellent solutions.

*This role is a fully remote opportunity, with a preference in the Boston, MA area*

Responsibilities

  • Commit to making sure each and every customer has a fantastic experience through excellent listening and parent partnership skills
  • Grow to understand the core needs of the families we support to then provide proactive solutions, content, and advice
  • Provide phone, email, and chat support by guiding families through Sittercity and Bright Horizon’s service offerings or helping to direct families to other child care related benefits
  • Research and contact potential local resources within our family of companies that meet family needs
  • Provide recruiting assistance for finding caregivers
  • Meet or exceed customer satisfaction goals and Service Level Agreement metrics

About You

  • 5+ years relevant professional experience
  • Background in account management, child care, social work, or similar fields preferred, but not required
  • You are proactive, solution-oriented, entrepreneurial
  • You bring simplicity to sometimes complex situations
  • Organized, with strong attention to detail and a passion for delivering excellent customer service
  • Innovative problem solver who can find creative solutions to customer needs, and is comfortable making decisions with a high degree of autonomy
  • Excellent written and verbal communication skills: People love talking to you 
  • Have a customer-centric point of view and understand how to uphold a kind tone across all contact channels
  • Must be positive, goal-oriented and able to work well independently as well as on a team
  • Strong customer service, technical, computer, and written skills

Why you should join us

We offer an innovative and fun environment that rewards passionate and curious individuals.

Benefits and perks:

  • Support for flexible and remote working environments
  • Company events, social outings and volunteer opportunities
  • Open personal time off policy
  • Industry-leading parental leave
  • Great benefits package for full-time employees, including; health, dental, vision, disability, life, 401(k)

Sittercity is committed to hiring a diverse workforce. We consider all applicants for employment without regard to race, color, sex, sexual orientation, gender identity, religion, age, national origin, disability, veteran status, or any other basis as prohibited by federal, state or local law. Sittercity participates in E-Verify and background checks all employees.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • GraphQLLanguages
    • Vue.jsLanguages
    • RabbitMQLanguages
    • Ruby on RailsFrameworks
    • RxSwiftFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • airfocus, figma, zeplin, survey monkey and userzoom Design
    • ClubhouseManagement
    • WordpressCMS
    • BrazeCRM
    • GSuiteEmail

An Insider's view of Sittercity

What are some social events your company does?

During the work day, break time can equal Mario Kart, coffee runs or ping pong. After work, we have had fun activities including Trivia Night and happy hour. For food lovers, we've had potlucks, a chili cook off, and cookie contest!

Josh

Director of Customer Success

What does your typical day look like?

Analytics is core to what we're building here. By leveraging data from social networks, family demographics, and existing users, we're creating a smarter matching experience for families and sitters. My team is making these data sources accessible to every team member, so we can make smarter business decisions and improve the user experience.

Micheal

Director of Analytics

How does the company support your career growth?

Sittercity has allowed me to take on different projects and claim ownership in order to grow. They've supported my career decisions, like moving from operations to customer success. Every project I do matters and contributes to our overall success. Not only has Sittercity helped my career growth, they've helped me grow outside of work as well.

Justine

Trust and Safety Specialist

How do you make yourself accessible to the rest of the team?

The problem we're working to solve requires a "go slow, to go fast" approach. Our team, myself included, works hand in hand to make sure we're building smartly and collaboratively. I believe in daily stand-ups, regular 1:1s and maintaining an open door policy with the entire team.

Shane

Head of Technology

What are some social events your company does?

We’re a pretty social group who appreciates a healthy balance of virtual and in-person events! From drag bingo, trivia, happy hours, and to hosting our first Pride Picnic in June 2021. My personal favorite, though, is Sittercity Karaoke Night. The Sittercity Team loves the social time we spend together giving back to communities.

Vaughn-Shane

Executive Assistant

What are Sittercity Perks + Benefits

Culture
Volunteer in local community
We volunteer with several local organizations that align with our work; a few are Cradles to Crayons, Chicago Youth Centers, and Connections for Abused Women and their Children (CAWC)
Friends outside of work
Eat lunch together
Intracompany committees
Sittercity has a passionate Diversity, Equity, and Inclusion Committee as well as a traditional Culture Committee to help manage both virtual and in-person events.
Daily sync
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
From day one, we promote coming to work however you feel comfortable and that best represents who you are. For some folks, that's business casual, and for others, it's jeans and a t-shirt.
Commuter Benefits
Company Outings
We are passionate about supporting both virtual and in-person events (when possible). This ranges from company picnics, happy hours, and karaoke nights to virtual Drag Bingo, trivia, and game nights!
Stocked Kitchen
Some Meals Provided
We provide a credit to order food for synchronous Team Lunches every Wednesday.
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
We have monthly Lunch & Learns that are open to everyone on the team. They range from bringing in an expert in the field to showcasing some of our team's awesome talent and expertise.
Promote from within
Time allotted for learning

Additional Perks + Benefits

What highlights our perks and culture at Sittercity is that we have a genuine interest in our team on a holistic level. Whether through their development at Sittercity or interests outside of work, we make sure to support them through it all. Taking time for a few classes? Awesome, we'll make sure to support the need for some extra time. Do you have to take the kids to their dance recital or karate lessons? That is so cool (but, really, let us know if we can come and cheer on your kiddos). In need of a mental health day? Absolutely take the time that you need! This is a judgment-free zone. Your Sittercity Fam will be ready to support and cheer you on so you can come to work as the best version of yourself, bringing your strongest work and passion to the team.

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