Customer Support Advisor, Acuity Scheduling id-6314

April 10, 2025

At Acuity Scheduling, we are at the forefront of transforming how businesses manage their time. As a market leader serving over 250,000 businesses globally and processing hundreds of millions of appointments annually, we are committed to creating seamless and powerful solutions for our customers. Our mission is clear: empower businesses and individuals to make the most out of their time.

We are seeking an exceptionally driven and resourceful Customer Support Advisor to join our remote team in the US. You'll be challenged to leverage your critical thinking, empathy, and product expertise to solve complex issues and deliver extraordinary experiences. As a member of our team, you'll not only solve problems—you'll elevate our brand, identify opportunities for improvement, and become a key advocate for our customers' success.

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This remote role reports to an Acuity Scheduling Customer Support Team Lead. You will begin on Monday June 9, 2025. We are looking for candidates located in Central or Mountain Time only. All shifts are assigned on a rotating 6 month basis driven by how and when our customers contact us for assistance.

If you thrive in dynamic environments, enjoy tackling complex puzzles, and are passionate about providing exceptional support, this is the role for you.

You'll Get To…

Deliver Exceptional Problem Solving: Handle live chat and email support for customers, navigating everything from straightforward inquiries to highly complex, consultative scenarios with efficiency and care.
Think Critically and Innovatively: Apply your strong problem-solving skills to resolve ambiguous and challenging issues, ensuring customers receive the best possible experience in every interaction.
Master New Features and Tools: Stay up to date with new product features and continuously adapt to new processes. Provide feedback to improve our offerings and help shape future innovations.
Collaborate for Continuous Improvement: Work closely with your team to share knowledge, streamline processes, and enhance the customer experience. We believe in working together to tackle challenges.
Achieve Performance Excellence: Maintain high standards of quality and efficiency in your support interactions, consistently meeting set targets for productivity and quality.
Drive Insights: Identify and report system issues, as well as unexpected customer experiences, to the Product Operations team to improve the overall service.

Who We're Looking For

Commitment to Excellence: You're ready to dive into a fast-paced role with a set schedule of 40 hours per week, including weekend and holiday shifts when needed, to support our global customer base.
Exceptional Communication Skills: You bring an innate ability to express complex solutions clearly and concisely, with strong writing skills and an eye for detail.
Critical Thinking & Problem Solving: You excel at identifying the root cause of problems and navigating ambiguity to find efficient and effective solutions.
Self-Starter with a Collaborative Spirit: You thrive in an independent work-from-home setting but are always eager to collaborate and learn from your team.
Proven Experience: While prior experience in a customer support role is beneficial, we're especially looking for candidates who have significant experience interacting with customers—whether through previous roles in sales, hospitality, retail, education, healthcare, event coordination, coaching, or any other customer-facing position. Above all, we value strong problem-solving skills, a positive attitude, and a genuine passion for helping others.
Location-Specific Requirements: This is a remote role, but candidates must reside in the USA Central or Mountain Time.
Workspace Requirements: A quiet, dedicated workspace with a door, ergonomic chair, desk, and reliable internet connection is essential for success in this role.

In this role, you won't just answer questions—you'll tackle diverse and evolving challenges, make a direct impact on our customer experience, and be part of an innovative team that's always looking for new ways to improve. If you're up for the challenge, we want to hear from you.

The Acuity Scheduling Advisor role is more than just a job; it's an opportunity to work with a world-class team and contribute to a product that helps businesses succeed.

Benefits & Perks

A choice between medical plans with an option for 100% covered premiums
Health Savings Account with Squarespace funding
Fertility and adoption benefits
Supplemental Insurance plans
Headspace mindfulness app subscription
Global Employee Assistance Program
Retirement benefits with employer match
Flexible paid time off
20 weeks for parental leave and up to 12 weeks to care for an ill family member
$100 per month remote Stipend
Access to supplemental insurance plans for additional coverage
Education reimbursement
Employee donation match to community organizations
6 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $48,000 USD

The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. Some roles may be eligible for overtime pay.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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