Customer Experience Ownership — Provide a high‑quality service experience by anticipating needs, removing friction, and following through on commitments
Troubleshoot Mobile App Issues — Diagnose and resolve problems across iOS and Android, including permissions, connectivity, app behavior, and device‑specific issues
Provide Advanced Email Support — Respond to escalated customer inquiries with clarity, empathy, and technical precision
Use Freshdesk for Case Management — Manage, prioritize, and resolve tickets using Freshdesk, ensuring accurate categorization, documentation, and SLA adherence
Leverage Internal Diagnostic Tools — Utilize internal system admin sites to investigate account setup issues, payment processing errors, and backend data inconsistencies
Serve as an Escalation Point for Level 1 — Provide guidance, answer questions, and resolve cases escalated by the Level 1 team
Monitor Level 1 QA & Performance — Review ticket quality, track performance metrics, and provide actionable feedback to ensure consistent customer experience
Document Solutions & Insights — Create and maintain internal training documentation and knowledge articles to support both Level 1 and Level 2 teams
Collaborate With Engineering — Partner with engineering to investigate pervasive bugs, propose improvements, and close user experience gaps through better functionality or design
Requirements
Bachelor’s or Associate’s degree in Information Technology (IT), Computer Science, other related discipline, or equivalent applicable work experience
Minimum of 1-2 years’ experience in a corporate environment
Intermediate or Advanced level skills navigating mobile OS environments, system admin tools, and troubleshooting workflows; experience with payment processing tools is a plus
Professional communication skills to clearly diagnose issues and deliver accurate and easily understandable resolutions and troubleshooting steps
Strong organizational skills to manage multiple cases efficiently while maintaining accuracy and thorough documentation
Strong sense of accountability and dedication to delivering outstanding results
Promote a culture of customer service excellence
Ability to thrive and adapt in a high-transaction, high-performance, evolving company culture
Bi-lingual English/Spanish or English/French is a plus
Stable, high-speed internet connectivity
Dedicated, quiet workspace
Reliable transportation and ability to report to local office, when necessary
We are an equal opportunity employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, disability, or status as a veteran, or because of any other federal, state, or local protected class. We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws. We may require associates to submit to drug testing after receiving an offer of employment, but before beginning their job with us. We comply with federal, state, and local laws with respect to the administration of drug testing and consideration of test results, which may vary based on location. We participate in and comply with E-Verify in states requiring E-Verify to determine the eligibility of U.S.-based individuals to work in the U.S.
We respect the privacy of candidates for employment. WASH's Privacy Policy sets forth how we will use the information we obtain when you apply for a position through this careers site. The Privacy Policy is accessible at: https://www.wash.com/privacy-policy/. This Privacy Policy also includes important disclosures pursuant to the California Consumer Privacy Act. Please review the Privacy Notice carefully before submitting any information through this form. If you do not consent to the terms of this Privacy Policy, please do not submit information to us through this form, and instead contact Human Resources at hr@washlaundry.com to inquire about the position.
