At In Tandem, our tech solutions—which include OurFamilyWizard, Cozi, FamilyWall, and Custody Navigator—work in tandem with families to simplify daily life, fostering connection, organization, and peace of mind throughout key stages and milestones of family life.
We believe technology can champion deeper connections within families, strengthen bonds, and improve communication. Our family of brands provides a range of solutions that streamline daily routines, offer resources and guidance during challenging times, and help families navigate those challenges with confidence, calm, and ease.
In 2020, we received a private investment round from Spectrum Equity, putting In Tandem in the same neighborhood as Grubhub, Ancestry.com, Headspace, AllTrails, and others. We are looking for passionate team members to join us in accelerating our growth to the next level by reaching the millions of families who can benefit from our technology solutions.
As a Customer Support Representative at OurFamilyWizard, you will provide technical and billing support for application users and also serve as a point of contact between the end users and the development team. You will help customers who contact our FamilyWizard through phones, email, and chat, communicating with the highest degree of courtesy and professionalism while striving to resolve customers issues with expediency. Support hours are offered from 8am-6pm CT daily, with rotating email-only support on weekends and holidays.
Please note, this is a full-time contract position that does not include benefits.
What you will accomplish:
- Provide technical, account, and billing support for customers using the OurFamilyWizard mobile app and OurFamilyWizard.com
- Quickly resolve customer questions and requests in a friendly, professional manner
- Diagnose and report on technical glitches and share customer feedback
- Educate customers on OurFamilyWizard features and benefits
- Grow and maintain a working knowledge of all company products, services, and promotions
- Grow and maintain a working knowledge of all Customer Support policies, procedures, and protocols
- Understanding and profile customer needs to make recommendations for additional services
Who you are:
- A critical thinker. You can break down and resolve issues quickly and effectively.
- Strong interpersonal skills. You are an effective communicator who shows patience and empathy towards customers and colleagues.
- Collaborative. You enjoy partnering with cross-functional teams to resolve any inquiries and share customer feedback.
- Self-driven. You are curious in nature and take ownership of tasks.
- Passionate. You have an interest and passion for helping families thrive.
What you bring:
- A high level of web proficiency and strong computer skills.
- Strong communication skills, both written and verbal, with an eye toward grammatical proficiency.
- Proficiency in Microsoft Office and solid understanding of Web, Android, and iOS platforms and operating systems
- Demonstrated experience in customer support, customer experience, or customer-facing roles is preferred
- Bachelors/Professional degree or equivalent experience is preferred
- Experience with error reporting tools like JIRA is a plus
- Experience with customer support tools like Zendesk is a plus
- Knowledge of the Family Law industry is a plus
Why Join?
Great mission. Creating a safe and productive environment for families to co-exist is extremely important for us; we’ve been doing it for 20+ years and are deeply motivated by adding value to the lives of parents, children, and practitioners.
Growing team. While we’ve been around for a while, we continue to evolve and innovate. That’s what keeps us going! You’ll have an opportunity to contribute meaningfully to our organization as we hit our second stride.
Amazing Culture. OurFamilyWizard has a positive and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together, we aim to be smart, humble, hardworking and, above all, collaborative.
Come As You Are!
OurFamilyWizard provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.