About point.me
At point.me, we’re on a mission to increase the spending power for millions of people by turning loyalty points into wealth. We are committed to simplifying the loyalty points experience and increasing our customers' spending power by using our real-time search and booking engine, making it easy to book flights with points.
Over the last two-plus decades, points and miles have evolved into a multi-billion-dollar industry. Exact numbers aren’t published, but it’s estimated that $300 billion in award points are issued every year. For context, that’s on par with the GDP of Greece!
Join us and be part of a fast-growing company where your work will make a real impact on the future of award booking. We offer competitive pay, meaningful equity, comprehensive health coverage, and the opportunity to work fully remotely as part of a distributed team.
The Position
We’re looking for a full time Customer Support Specialist to run our email support inbox, elevate our processes, and ensure our users feel confident navigating the world of points and miles. This is a high-ownership role on a small, focused team, ideal for someone who enjoys both hands-on support and improving the systems that make support excellent.
What You'll Do
- Inbox Ownership: Manage and resolve email-based support tickets, aiming to fully clear or get close to clearing the inbox daily.
- Process & Quality Improvement: Maintain and continually improve macros, workflows, and internal processes related to refunds, billing, and customer issue resolution.
- Help Center Management: Own updates to our Help Center, ensuring articles stay current and accurate.
- Cross-functional Collaboration: Work closely with our Support Coordinator and CX Lead to identify patterns in customer feedback, recommend improvements, and contribute to a smooth, thoughtful support operation.
- Customer Education: Host occasional 15-minute product demos for premium users (typically 1-5 per week).
Who You Are
- Experienced in email-based support: You feel confident handling a high volume of user inquiries with clarity and care.
- Strong communicator: You write clean, empathetic responses and can translate complex information into simple, actionable guidance.
- Process-minded: You enjoy improving templates, workflows, and systems, and you know how to spot opportunities to make things more efficient.
- Comfortable working autonomously: You thrive as part of a small team, take ownership of your work, and default to troubleshooting and research before looping in others.
- Tech-forward and adaptable: You’re a quick learner and are energized by a fast-moving, startup environment.
Why You'll Like Working Here
Join our growing team! Here at point.me we believe in taking care of our team, so that our team can take care of our customers. All employees are offered the following:
- Competitive salaries
- Ownership with meaningful equity
- Fully-paid Medical, Dental, Vision, HRA for US employees
- 100% distributed workforce, so you can contribute from anywhere
- Paid family leave for all parents
- Option to work flexible weekend hours
The anticipated hourly rate for this role's listed level is $22.00. - $26.44, and is anticipated to work about 40 hours per week. Level and hourly ranges are determined through interviews and a review of experience, knowledge, skills, abilities of the applicant, in alignment with market data.
All applicants must be available to work continental US hours.
Equal Opportunity Employer
At point.me, we value a diverse team. That's why we are committed to providing equal opportunity employment regardless of race, national or ethnic origin, color, religion, age, sex, sexual orientation, gender identity or expression, marital status, veteran status, disability, or any other protected class. We encourage you to apply and to let us know if you require accommodation during the recruitment process.
