At OneApp, our Customer Service Representatives play a pivotal role in ensuring every user has a seamless experience with our innovative mobile application platform. This position focuses on supporting customers across the Central and Eastern United States, making a direct impact on user retention, satisfaction scores, and overall company growth. You'll be the friendly voice and problem-solving partner that turns potential issues into lasting loyalty, helping OneApp stand out in the competitive app services industry. Your day-to-day will involve handling a high volume of inbound customer inquiries via phone, email, chat, and our self-service portal, aiming to resolve 80% of cases on first contact. You'll troubleshoot technical issues related to app functionality, billing disputes, account management, and feature requests, while documenting every interaction meticulously in our CRM system like Zendesk or Salesforce. Weekly, you'll participate in team huddles to review performance metrics such as average handle time, customer satisfaction (CSAT) scores targeting 95%, and escalation rates under 5%. Monthly responsibilities include analyzing trends in customer feedback to suggest product improvements, collaborating with product and engineering teams on bug reports, and contributing to knowledge base articles. You'll also mentor junior reps during peak seasons, conduct quality assurance reviews on call recordings, and support special projects like launching new app features with targeted user outreach. Ideal candidates bring a high school diploma or equivalent, with an associate's or bachelor's degree in business, communications, or a related field preferred. You need at least 1-2 years of customer service experience in a call center or tech support environment, ideally serving U.S. regions. Proficiency in customer service tools such as Zendesk, Freshdesk, or similar CRM platforms is essential, along with familiarity with mobile apps and basic troubleshooting for iOS and Android devices. Experience in the SaaS or app industry is a plus, but strong phone etiquette and typing speed of 40+ WPM are must-haves. No specific certifications are required, though HubSpot or Google Customer Service certifications will set you apart. Success in this role demands exceptional communication skills, both verbal and written, to de-escalate tense situations and articulate solutions clearly. You'll thrive with empathy, active listening, and a customer-centric mindset, paired with technical aptitude for quick learning of OneApp's platform. Problem-solving prowess, multitasking in a fast-paced setting, and collaboration with cross-functional teams are key. Adaptability to shifting priorities and a proactive attitude toward process improvements will help you excel. OneApp is a forward-thinking tech company revolutionizing mobile app accessibility with our all-in-one platform. Our mission is to empower users nationwide through intuitive tools and unwavering support. We foster a collaborative, inclusive culture in our vibrant Portland, OR headquarters, with a flat team structure that encourages innovation and work-life balance. What sets us apart is our emphasis on employee well-being, fun team-building events, and a passion for customer success that permeates everything we do. We offer competitive compensation with salary not specified, commensurate with experience, plus performance-based bonuses and stock options. Comprehensive benefits include medical, dental, and vision insurance, 401(k) matching up to 5%, and generous PTO starting at 15 days annually. Enjoy flexible hybrid scheduling, remote work options for qualified candidates, wellness stipends, professional development budgets, and perks like gym memberships and commuter assistance. Advance your career with clear paths to senior rep, team lead, or customer success manager roles through ongoing training and mentorship. We invest in your growth via workshops, certifications, and leadership programs. Ready to join? Submit your resume and cover letter via our careers page today and start making an impact with OneApp.