When I Work
June 4, 2019
Minneapolis, Minnesota
Job Type


As a Customer Care Representative, you will work directly with our customers to help them navigate When I Work’s suite of software. You are an excellent written and verbal communicator with the ability to understand, empathize, and problem solve via chat, email, and phone. You have a passion for new technology and enjoy finding ways to make a complex situation simple. You are curious, dependable, resourceful, and get joy from going beyond to make customers successful. You are motivated by a strong, innovative, and passionate work culture and are constantly searching for ways to improve, inspire others, and add value.

What You’ll Be Doing

As a Customer Care Representative, you will communicate via email and chat with business owners, managers, and employees who are using When I Work’s software to solve their Scheduling and Time & Attendance needs. With a fun, genuine, and empathetic voice, you’ll be troubleshooting and writing clear and concise instructions to solve questions about our software.

  • Become a product expert.
  • Assist customers to  resolve basic to complex inquiries via email, live chat, and phone call.
  • Troubleshoot and report new or possible product defects.
  • Report customer feedback to Product and Development teams.
  • Participate in training employees across departments.

Experience and Skills Needed

  • Very comfortable using web and mobile applications.
  • Ability to pick up on new technology quickly.
  • Basic business software knowledge
  • 1 to 2 years of customer support experience helpful.
  • Strong communication and interpersonal skills.
  • Exceptional writing abilities to provide clear and empathetic customer support through email and live chat.
  • Strong verbal communication skills with the ability to clearly articulate technical instructions and troubleshoot via phone support.
  • Demonstrated ability to take initiative and use independent judgement.
  • Able to efficiently manage multiple projects and tasks at the same time.
  • Displays passion for and responsibility to the customer.
  • Displays leadership through innovation in everything you do.
  • Displays a passion for what you do and a drive to improve.
  • A strong drive to complete tasks.
  • Displays personal and corporate integrity.
  • Bachelor’s degree or equivalent combination of education and experience, not required, but preferred.

What would be awesome to have

  • Email, phone and/or live chat experience dealing with complex issues, troubleshooting and problem resolution, preferably with software.
  • Zendesk, Jira, or Salesforce experience is a plus

What’s In It For You

  • Professional development allowance
  • Paid parental leave
  • Medical benefits - employee premiums paid 100% by WIW
  • Dental benefits
  • Paid vacation and holidays
  • Flexible work environment
  • 401K Match
  • Transit Pass or parking stipend
  • Data/Cell (internet) stipend
  • Casual dress code
  • Dynamic and dedicated team

Sound Like a Good Fit?

We’d love to talk to you! Please submit the following to apply:

  • Resume (including months/years of employment for each position).
  • Cover letter including:
    • an overview of your existing Customer Support experience
    • a convincing reason why you’d like to work at When I Work

*Must already be authorized to work in the United States on a full-time basis for any employer.

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