Customer Support Shift Manager

Customer Support Shift Manager Job Type: Full-time Kaysville, UT and Remote (United States Only) Friday-Sunday 2p-2a EST Who We Are: Founded in 2015 by a dad of two, Bark is an online safety company that helps families protect their kids online and in real life. Over the past decade, we’ve transformed into the industry leader of safer tech for children, garnering recognition from TIME Magazine, Wired, The New York Times, Forbes, and countless other publications. We’re at the forefront of the online safety revolution, designing and building smart devices that families need with parental controls that actually work. Our Bark Phone, Bark Watch, Bark Home, and Bark app are enabling today’s parents to help keep their kids safe like never before — and we’re just getting started. Bark is also deeply committed to education and community impact. Through our Bark Community Partners program, we work with schools, nonprofits, and local organizations to provide online safety resources, training, tools, and safer technology to families and educators. At the heart of Bark is our hard-working team of remote employees who are passionate about our mission. We care about our work, each other, and building a safer digital world each and every day. Job Brief: This role is responsible for providing oversight and support to those members of the customer support team that work on the weekend days. They are responsible for approving refunds, escalating and documenting tickets for engineering, and queue management. Additionally this individual will be responsible for communicating patterns and opportunities for growth for team members back to the team managers. Provide technical and customer success support to customers and team via email, phone, chat, messaging, and social media. Create policies and procedures that optimize the customer experience. Define, track, analyze, and report customer success goals, metrics, and performance on a regular basis. Identify opportunities for customer experience and product improvements. Requirements: Excellent writing and communication skills Passion for helping customers Strong listening and problem-solving skills Positive can-do attitude Takes high degree of ownership, organization and accountability over their work Bachelor’s degree or equivalent experience in communications or technology Benefits: Competitive compensation commensurate with experience Equity stake in Bark Paid time off Paid sick time Health Benefits: Medical Dental Vision Healthcare Support On-Demand Primary Care Online Mental Health Therapy Flexible Spending Account (FSA) Supplemental Life Insurance 401(k) Voluntary Long-term and Short-term Disability Insurance We recognize people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence. We encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process. Bark is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.