Part-Time Technical Customer Support Specialist

Skylight is a technology startup based out of Los Angeles and San Francisco. Our mission is to connect loved ones by creating the world’s simplest products and services that improve family life. We make consumer products, like Skylight Frame and Skylight Calendar, that are loved by millions of people across the globe. Our founders are former venture capitalists and serial entrepreneurs, who have scaled this business to $180M+ in annual revenue while being completely bootstrapped and profitable. 

We think often about the thousands of smiles we are able to put on our customers’ faces each day, and it fills our hearts with purpose. That’s why we have been working hard to expand our team and invent, so that we can continue to bring the magic of Skylight to millions of loved ones throughout the world.

Concierge Team PT Agent

We’re hiring Part-Time Concierge Team Agents in the Greater Pittsburgh Region! We're seeking experienced customer service professionals to join our Customer Service Concierge Team and deliver exceptional support to our Skylight Calendar customers. This role is key to supporting Skylight as we grow and redefine what outstanding customer service looks like for our Calendar customers. As a Concierge Agent, you’ll uphold Skylight’s high standards for customer service, ensuring every interaction reflects the care, expertise, and attention our customers deserve.

Schedule

• This is a 6-month contracted role with the potential to transition into an ongoing part-time position. Weekly schedules range between 16 to 29 hours.
• Our peak seasons are May and November through January, and all team members are expected to work during the week of December 21–27.
• The Concierge Team operates seven days a week, from 8 AM to 8 PM EST. Shifts are scheduled in 4- or 8-hour blocks within that timeframe, with at least two days off each week.
• Please mark an “X” in the boxes below to indicate your availability. Priority will be given to candidates with the widest availability.

To be eligible, you must reside in the Greater Pittsburgh, Pennsylvania Region. In-person interviews will take place on Friday, September 12 or Saturday, September 13, and a full-day, in-person training will be held on Wednesday, October 1. Availability on all of these dates is required to be considered for the role.

Who You Are

• A highly empathetic, caring customer service professional with a proven ability to communicate clearly and compassionately with customers across omni-channel customer service
• A nimble team-player who is comfortable with ambiguity, willing to test and iterate, and operate with autonomy
• Collaboratively minded, understanding the interconnected nature of departments in a startup environment
• Passionate about technology and energized by fast-paced, constantly evolving products and environments
• Excellently organized, with an ability to prioritize time-sensitive tasks and work with efficiency
• Strong written and verbal communicator who can convey complex ideas with clarity

Communication Sample

Customer Support Email: As part of your application, please write a brief customer-facing email in response to the following customer request: 

Subject: Need Help Setting Up Chores and Routines

Hi Skylight Team,

I’ve been trying to set up Chores and Routines for my kids (ages 5 and 12) on our Skylight Calendar, but I’m not sure where to even start. I thought this would be a straightforward feature, but I can’t figure out how to organize tasks or set up rewards in a way that works for both of them.

It’s been a bit frustrating—I really just want something simple and clear that will keep them motivated. Can you walk me through the steps and maybe give me a few ideas for how to make this work well for different ages?

Thanks, Alex Taylor

Resources:

• https://skylight.zendesk.com/hc/en-us/articles/36846381293979-Using-the-Tasks-Tab-Routines-and-Chores
• https://myskylight.com/chores-for-kids-by-age/

• 2+ years of high-volume, front-line customer service experience, with demonstrated ability to manage workload efficiently and proficiency in email, phone, and chat.

• Must have experience with Zendesk or a similar Customer Relationship Management (CRM) system
• Exhibits patience and attentiveness when listening to feedback and excels at teaching and guiding others
• Strong communication skills across email, phone, and chat, delivering clear, professional, and engaging interactions with customers and team members alike
• Previous experience working in an agile startup environment
• Demonstrated talent for rapidly mastering new technology and becoming a product expert
• A consistent, reliable Wi-Fi connection is required for this role

Nice to Have

• Previous experience working with a direct-to-consumer (DTC) or e-commerce brand.
• Experience providing customer support for a technical or digitally connected product.

• Pay: $20/hr
• At Skylight, we care about our team. We offer 2 weeks of accrued paid time off (based on a 29-hour/week schedule), along with 2 additional accrued unpaid weeks each year—to ensure you have time to rest, recharge, and care for yourself.
• Upon hire, you’ll be provided with a loaned laptop and a loaned Skylight Calendar to ensure you have the tools needed to succeed in your role.