Customer Experience Agent, Policy

At Slack, we consider Customer Experience crucial to our success. We have a healthy roster of high-profile companies that rely on Slack for their day-to-day communication, and we want to provide them with the best service possible. Our Customer Experience team’s top priority is to make our customers successful and ensure that their experience using Slack is pleasant and productive.

Building and maintaining trust with our customers is essential. The Customer Experience team is looking for a Policy Specialist who is passionate about user privacy and earning customer confidence, by providing excellent and timely service. New questions, scenarios and challenges arise every day, and we need an agile problem solver to evaluate, take ownership of and respond to complex inquiries with precision and care. Through high-quality interactions, this distributed team works to safeguard our user data while enforcing Slack’s policies to cultivate customer trust.

Slack has a positive, diverse, and encouraging culture—we look for employees who are curious, inventive, and work to be better every day. In our work together we seek to be smart, humble, hardworking and, above all, collaborative.

What you will be doing

Effectively resolve customer inquiries in a conscientious and timely manner, composing thoughtful, personalized responses for a variety of requests

Handle sensitive requests according to Slack’s internal policies around privacy, security

Contribute to the ongoing learning and success of the team and company, by sharing knowledge you’ve acquired through cross-functional collaboration

What you should have

You care deeply about customer support and the role it plays in making customers successful

You achieve success working independently and collaboratively with teammates across time zones

You exhibit diplomacy, tact, and poise under pressure when working through customer issues, some of which may be time-sensitive

Protecting the privacy and integrity of customer data is your guiding principle, and you know when something is over your head and are not afraid to ask for help

You are skilled at interpreting technical problems and can translate complex issues into simple language that non-experts can understand

You embrace change and are always seeking out innovative ways to work more efficiently

You are a strong, confident, and exacting writer, who can strike a balance between conversational English and formal policy language

You can work with us in our office in Toronto, or remotely in Ontario.

You are available to work assigned shift rotations as needed in accordance with Canadian local laws and regulations.

Slack has transformed business communication. It’s the leading channel-based messaging platform, used by millions to align their teams, unify their systems, and drive their businesses forward. Only Slack offers a secure, enterprise-grade environment that can scale with the largest companies in the world. It is a new layer of the business technology stack where people can work together more effectively, connect all their other software tools and services, and find the information they need to do their best work. Slack is where work happens.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Slack’s values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.

Come do the best work of your life here at Slack.