Customer Service Representative
Ultimate Staffing Services
San Francisco, California
CSR Representative
San Francisco CA
Pay $22-$23.50/hr
We are seeking a Customer Success Assistant who is enthusiastic, thoughtful, and customer‑focused, with strong problem‑solving and communication skills. In this role, you will serve as the primary point of contact for families and providers using an online child care search and support platform. You will provide timely assistance, connect users to appropriate resources, and collaborate closely with internal team members and regional partner organizations to ensure positive client outcomes.
The ideal candidate is empathetic, detail‑oriented, and comfortable supporting users with varying levels of technical ability. This role works under the supervision of a Digital Project Manager and plays a key part in ensuring a high‑quality user experience.
Key Responsibilities
Customer Support & Engagement
- Respond promptly to incoming online chats during business hours using a help desk or messaging platform
- Resolve user inquiries and help tickets with professionalism, clarity, and empathy
- Provide accurate information and guidance to families searching for child care resources
- Assist child care providers with updating and maintaining their online program listings
- Escalate complex questions, concerns, or technical issues to appropriate internal teams when needed
- Provide warm handoffs to partner organizations for users who require localized or in‑depth support
Collaboration & Communication
- Work closely with regional child care resource specialists and partner agencies to ensure seamless client support
- Communicate recurring user questions, usability concerns, and software issues to the management team
- Assist in maintaining and updating FAQs, help articles, and support documentation based on common client needs
Quality Assurance & Feedback
- Support ongoing quality assurance reviews of website features and user resources
- Monitor online forums and social media platforms for user questions, concerns, and feedback
- Respond to and engage with community comments and messages on social platforms as directed
- Help identify opportunities to improve user experience and service workflows
Additional Support
- Perform other duties as assigned to support client success, digital projects, and team objectives
Qualifications
Required & Preferred Experience
- 1-2 years of related experience in customer service, customer success, administrative support, or a similar role preferred
- Strong interpersonal, written, and verbal communication skills
- Excellent time management skills with the ability to prioritize tasks and handle multiple inquiries simultaneously
- Computer literate and comfortable using web‑based tools and applications
- Proficiency with Google Workspace (Gmail, Docs, Sheets, etc.)
- Ability to explain technology solutions to users with limited computer experience
Preferred Skills & Knowledge
- Familiarity with Intercom or other customer support / help desk platforms
- Knowledge of child care systems, early learning services, or other social service programs
- Bilingual skills strongly preferred, including:
- Spanish
- Traditional Chinese
- Vietnamese
(Excellent oral and written communication skills required)
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.