Customer Support Specialist

| Greater NYC Area
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Who are we? 

At Sealed, we’re unlocking comfort, value, and efficiency in aging homes—and transforming energy, finance, and home improvement along the way.

With Sealed, it’s easy and affordable to solve the problems that make houses too hot, too cold, and too wasteful. In partnership with energy utilities and certified contractors, Sealed finances key home improvements using the money homeowners currently waste on energy.

Homes are renewed from the inside out—all without increasing homeowners’ monthly bills. Upgrades like HVAC, insulation, air sealing, and smart home technology transform the way a home feels and functions. Sealed coordinates projects from beginning to end, and we stand behind our work. If we don’t reduce a home’s energy use, we don’t get paid.

Sealed is backed by a $5 billion global investment firm and has major partnerships with large utility companies like Con Edison. 

Based in New York City, Sealed was founded by Lauren Salz (CEO, Forbes 30 under 30, former McKinsey) and Andy Frank (President, energy efficiency veteran).

Learn more at sealed.com.

What will you do?

Sealed’s business is built off of a long-term relationship with customers that lasts up to 20 years. As a Sealed Customer Support Specialist, you are the face of the company for this relationship, responsible for answering all post-sale questions and issues. Specifically, your responsibilities include:

  • Resolve customer support issues in a timely and accurate manner
  • Provide timely and accurate responses to inbound customer inquiries / complaints
  • Track NPS and other customer sentiment metrics
  • Provide feedback loop to Sales and Service regarding customer trends and overall customer experience throughout our Service Journey
  • Collaborate with rest of Customer Support team, as well as cross-functional peers to respond and resolve customer inquiries  
  • Provide insights on drivers of customer sentiment
  • Execute customer surprise and delight initiatives

What success looks like

Sealed customers are happy, well informed, and likely to refer their friends, family, and neighbors. Every quarter, Sealed NPS score rises to new highs, with customers remarking about how friendly and responsive Sealed is at all times. Customer support data is well documented and organized, driving insights that the rest of the company can use to do even better.

Requirements

  • 1-3 years of work experience in a customer support role with a high growth company
  • Familiarity with ticketing systems like Zendesk, Salesforce, Intercom, etc.
  • Strong organization and planning skills
  • Intermediate reporting / Excel skills.
  • Exceptional writing and email composition skills
  • Bachelor’s degree or higher

Nice to have

  • Experience in building out the systems and processes for a growing support department
  • Knowledge of home improvement or weatherization
  • Familiarity with basic energy and financial terms/concepts

About you

You are at your best when helping your team to help others. Working with a sense of urgency, you still never make any customer feel rushed when they raise a concern. A stickler for details, you appreciate a well-written, personable email and know how to put a positive spin on any issue.

Compensation/Benefits

  • Competitive salary
  • Unlimited PTO
  • Stock options
  • Health benefits
  • Paid family leave 
  • Flexible work environment: work from headquarters office in NYC or remotely from anywhere within the US
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • ScalaLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • InDesignDesign
    • AsanaManagement
    • WordpressCMS
    • SalesforceCRM
    • OutreachCRM
    • HubSpotEmail
    • HubSpotLead Gen

Location

Centrally located for an easy commute from all NYC boroughs and commuter towns. Only steps away from Bryant Park for a fresh air break.

An Insider's view of Sealed

What’s the vibe like in the office?

Our office environment encourages collaboration and team building between departments and individuals. Sealed promotes healthy living in and out of the office with yoga classes, work out clubs and going to the bar! We also have plenty of office dogs to go around!

Matt

AE Manager

How do you collaborate with other teams in the company?

I try and create opportunities to have both casual and meaningful interactions with the rest of the team. During on-boarding, I give a presentation to all new Sealed members giving the history of the company and the potential we have to make a large energy and environmental impact.

Andy

Founder and President

How does the company support your career growth?

I have grown a lot in 1 year at Sealed generally, and I have improved my sales skills enough to be promoted from SDR to AE. Sealed loves to invest in their employees and promote from within. Management is always willing to meet with people to discuss their career goals and help lay out the expectations for ways you can advance.

Justin

Account Executive

How do you empower your team to be more creative?

Whether addressing complex industry-wide challenges or addressing dilemmas in our business’ day-to-day, we encourage our team to seek to understand the root causes of problems, and to try solutions from new angles. Being curious, inquisitive, and persistent in overcoming obstacles are central values at Sealed.

Lauren

CEO and Cofounder

What makes someone successful on your team?

It's not hard to be successful when you truly believe that what you're working towards: helping people be more comfortable and healthy, all the while bettering the environment. This belief in the product, paired with determination and hard work makes someone successful at Sealed.

Jan

Operations Analyst

What are Sealed Perks + Benefits

Sealed Benefits Overview

Unlimited PTO and generous healthcare plans (including vision, dental and life/disability options).
Remote work options (within the US) available for most roles.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Fun Committee!
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Sealed hosts company outings monthly! Some favorites have been ping pong tournament, Mets games, and a Zoom visit with a hippo at the zoo (during quarantine)
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning
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