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point.me · 1 month ago

Customer Support & Operations Specialist

United States

Full-time

Remote

New Grad, Entry Level

$22/hr - $26.44/hr

point.me is a company focused on increasing the spending power of individuals by optimizing loyalty points for travel. They are seeking a Customer Support Specialist to manage email support, improve processes, and enhance customer confidence in navigating loyalty points.

ConsultingInformation ServicesLoyalty ProgramsSubscription ServiceTravel

Responsibilities

Manage and resolve email-based support tickets, aiming to fully clear or get close to clearing the inbox daily

Maintain and continually improve macros, workflows, and internal processes related to refunds, billing, and customer issue resolution

Own updates to our Help Center, ensuring articles stay current and accurate

Host occasional 15-minute product demos for premium users (typically 1-5 per week)

Work closely with our Support Coordinator and CX Lead to identify patterns in customer feedback, recommend improvements, and contribute to a smooth, thoughtful support operation

Meet business-day SLAs while having the option to flex some hours into weekends if preferred