About Sittercity

Sittercity, a Bright Horizons company, is a technology platform working to reimagine the child care industry. Finding, hiring and managing high-quality, trustworthy and enriching child care has never been simple, for parents or caregivers. We want to change that. At Sittercity, you can imagine and create solutions that will revolutionize a multi-billion industry and bring relief to parents and care providers alike, all while having a lot of fun! Boost your career as we launch into our next phase of growth and help build a platform that changes the way child care works.

The Opportunity

Are you looking to join an energetic team and forward-thinking company? Are you task-oriented, and do you enjoy problem solving? Would you love working with families and helping to make their day better? If so, then the Customer Success Advocate role might be the right fit for you!

Sittercity is looking for a customer-centric and motivated individual to join our Customer Success team. In this role, you'll utilize your organizational, problem-solving, and people skills to provide real-time support to our network of families and sitters. As a Customer Success Advocate, your day-to-day will include connecting with customers through phone, email, and chat.

The working hours are Monday - Friday, 8:00 am - 4:00 pm or Monday - Friday, 11:00 am - 7:00 pm Central Standard Time (CST). An ideal candidate will have a fairly open schedule to pick up additional hours as they arise. Full-Time with remote flexibility.

Key Responsibilities

• Provide phone, email, and chat customer support, responding to inquiries ranging from account features to membership concerns, all in accordance with internal guidelines and policies
• Commit to making sure each and every customer has a fantastic experience
• As needed, assist our Community team with managing and monitoring social media participation
• Meet or exceed customer satisfaction goals and Service Level Agreement metrics
• Provide input that will help us build out and streamline processes
• Effectively work independently on trust & safety tasks, bug reporting, system support work, and any other project or operating process assigned
• Educate members on the value of the Sittercity platform, including our Premium subscription and background check options 

Required Qualifications

• 1+ years of experience in a customer-facing role, such as Client Success, Customer Success, or Account Management
• Excellent written and verbal communication paired with great interpersonal skills
• Strong computer and technology acumen
• Must be positive, goal-oriented and able to work well independently as well as on a team
• Have a customer-centric point of view and understand how to uphold a kind tone across all contact channels
• Extremely detail-oriented and organized
• Reliable at-home high speed internet

Desired Qualifications

• Bi-lingual in English and Spanish
• Experience with Zendesk software
• Prior experience in a customer-facing role, such as Customer Success, Client Success, or Customer Support.

Employee Benefits

Recognized as a Chicago Innovation Award winner and one of the best places to work by Crain’s and Built In Chicago, we offer an inclusive, innovative, and fun environment that rewards passionate and curious individuals. You will receive the following benefits:

• Support for flexible and remote working environments
• Generous paid time off policy, including sick and holiday
• Industry leading parental leave
• Health, dental, vision, disability, life, and 401(k) matching
• Sittercity membership, back up child/adult/elder care, and child care center discounts
• Tuition assistance, college coach, and enhanced family support
• Company events, social outings, and volunteer opportunities

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, marital or familial status, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, or any other basis as prohibited by federal, state or local law. Sittercity participates in E-Verify and background checks all employees.