Who We Are (Mode.Inc)

Mode is a fast-growing technology company building businesses at the intersection of AI, data, mobile apps, and digital experiences. Our portfolio of mobile apps and digital products reaches 100M+ monthly active users across a global audience. We continue to accelerate growth through product innovation, strategic acquisitions, and emerging business opportunities.

Mode was recognized by Deloitte as the #1 fastest-growing software company in North America on the 2023 Technology Fast 500. Today, we are building our next phase of growth, including expanding Mode's AI and data business and developing direct relationships with companies that can benefit from the data and capabilities we have built.

Our Team and Culture Drive Our Success

Our team is the heart of our culture. We value innovation, collaboration, and curiosity, with a passion for getting things done. We strive to hire and cultivate the best team members and foster a culture of open communication and transparency. We are driven and hard-working but also committed to having fun along the way. We allow OKRs to guide us, assume positive intent, sometimes agree to disagree and commit, honor our commitments, seek to accomplish more with less, and encourage everyone to speak up as our team owns our company’s success.

You can read more about our team and how we work here.

The Role

We are looking for an outgoing Customer Service Associate to assist our customers with product/app/offers related inquiries in a swift, proficient, and friendly manner. The Customer Service Associate will be instrumental in customer retention by addressing their concerns and issues via email, chat, and social media, with a professional, positive approach. To ensure success in this position you will have the ability to maintain a sound knowledge of the product, app, and offers and be an effective communicator.

This position will support our Customer Success team's efforts to expand customer support coverage, including weekends. Candidates should be available to work a consistent five-day schedule that includes weekend shifts, either Tuesday through Saturday or Friday through Tuesday.

Who You Are and What You’ll Do

Provide highest-level, personalized support to customers, responding to and resolving issues promptly and appropriately
Attend training sessions to grow and maintain knowledge of products, services, offers, policies, and to develop customer service skills
Identify customer needs, help customers find solutions to their unique scenarios
Resolve email, chat, and social media customer inquiries
Forward and escalate inquiries to relevant individuals and departments
Update customer information as required
Document customer interactions when necessary, compile documents and forward information to interested parties
Establish and maintain good rapport with customers by using positive language and anticipating their needs
Recommend new products, services or offers to the customers by identifying relevant features and benefits
Gather insights from customer inquiries and use them to work with superiors to improve customer support and customer satisfaction processes
Maintain confidentiality of information Perform other duties as the need arises

What You Bring to the Team

You have 2+ years of customer service experience, preferably in a related field.
You are available to work a consistent schedule that includes weekends, either Tuesday through Saturday or Friday through Tuesday, to support our expanding customer service coverage.
You have outstanding communication skills, both verbal and written.
You are fluent in English, Spanish is a plus.
You have a strong working knowledge of G suite Products (Google Docs, Sheets, etc.).
Experience with Customer Service Platforms like Zendesk.
You have strong people skills, you are motivated to help people.
You focus on solutions instead of problems.
You are a team player, willing to jump in where and when needed.
Alignment with our core values:
Accountable: You take ownership of your responsibilities, demonstrating trustworthiness and self-discipline. You are consistent in your work, transparent in your actions, and communicate effectively. You follow through on commitments and strive for continuous improvement.