Tier 2 Support



Customer Service
Austin, TX, USA
Posted on Friday, March 8, 2024

What is a Tier 2?

Tier 2s know the LawnStarter product, policies, and processes inside and out. They use this knowledge to deliver an amazing Customer and Provider experience; whether it’s answering questions in the Zendesk Chat Tool, taking ownership of a web ticket or taking a live escalation call, or jumping into a project that will impact the team and company for years to come.

Every Tier 2 supports both the Customer and Provider teams and the Phone, Web, and Chat channels.

This opportunity is open to all LawnStarter team representatives .

Please include a resume and a cover letter expressing why you are the ideal candidate for the job and what interests you about this role.

The primary responsibilities of Tier 2 include:

  • Taking ownership of Escalated Web Chat and Phone issues from Customers and Providers
  • Handling Escalations from our Tier 1 channels in real time
  • Assisting Tier 1s via our ZenDesk Chat Channel
  • Handling Refunds
  • Supporting the Ops Leadership Team with various projects
  • Taking part in the hiring of Tier 1s