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Customer Support (47)

  • About Us:

    We’re a five year-old, rapidly growing, and profitable startup that helps revenue organizations learn from every conversation. We do this by delivering an industry-leading voice platform for sales teams to track, analyze, and coach on their customer conversations. We pride ourselves in doing things the right way and being customer-first. But don’t take our word for it (we believe in showing vs. telling):

    • 140% net revenue retention YOY and 99%+ logo retention

    • Multiple customers ranging from five to six figures in ACV

    • Multiple customers in their second or 3rd year of renewal

    • Rated #1 for customer satisfaction on G2Crowd

    As a Senior Support Engineer, you’ll work with every part of the organization (Customer Success, Product, Engineering) to ensure that customer issues are well defined and understood.  At the same time, you’ll work with our customers to find creative solutions to issues that may have varying levels of impact on their business.

    What you'll do:

    • Be the go-to product/architecture expert for the Customer Success organization

    • Troubleshoot escalated support issues leveraging a variety of systems, logs and tools

    • Identify, reproduce, and escalate bugs to the engineering team and come up with mitigation strategies to minimize customer impact

    • Partner with our Account Executives by removing technical and business related obstacles pre and post sale

    • Engage customers virtually (Intercom, Phone, Email, Web Meeting) and on-site as required.

    • Build tools and documentation to improve redundancy and scalability on the support team

    • Monitor product health and quality based on data gathered from multiple sources (including real-time product monitoring, member escalations, internal team feedback, and help center discussions), prioritize issues, and work directly with Engineering and Product Management to implement changes to deliver the best member experience possible.

    • Play an essential role in product launches and sunsets including leading and managing global bug bash sessions, ensuring readiness from a product quality perspective and providing supporting technical services.

    • Aggregate and analyze member bugs/issues using internal tools, path analysis reports, and the available data, to drive fixes for key product issues.

    • Responsible for prioritization of client and technical issues based on volume, members impacted, revenue impact, and other relevant factors.

    • Coordinate with internal teams on necessary technical trainings surrounding production launches or general up-leveling.

    • Deal with the most complex issues not resolved through other support channels which are escalated

    • Author application training materials.

    • Work directly with Sales and Operations teams in answering questions best practices and technical implementation to help Sales reach their goals.

    • Write technical documentation for our client facing help center to help drive understanding and customer retention

    What you'll need to be successful in the role:

    • 4+ years working in a Support Engineering Role

    • Strong understanding of system architecture fundamentals and best practices (especially in a cloud environment)

    • Proficiency with multiple programming languages (including JS), terminal (SSH, Linux) and SQL

    • Exceptional debugging/critical thinking skills

    • Bias towards action, with a history of driving pragmatic decisions in difficult situations

    • Extremely detail-oriented, with a natural tendency to create and share documentation

    • Strong communicator, who can drive efforts with both technical/non-technical stakeholders

    • Strong ability to adapt, parallel process, and operate independently.

    • An outstanding record of achievement, including an undergraduate degree in Math, Science, Engineering or comparable discipline

    • Humble confidence

    • Empathetic, patient, and helpful to those around them

    • Resilient, with the ability to show poise under pressure

    • Highly curious and interested in continued learning & development

    Our Values guide who we hire, help us tackle tough problems, and shape how we build our product. The more closely you already identify with our Values and what they mean in action at Truly, the more likely you will thrive at Truly. You can read more about the interview process and our company Values here. 

  • About us: Givebutter powers donations, campaigns, and events for thousands of organizations – from youth robotics teams to national nonprofits – through its low-cost and user-friendly fundraising platform. The company was founded in 2016, and built entirely in-house by co-founders Max Friedman and Liran Cohen, without any outside investors.

    The job: We're looking for a hard-working individual who will become the first member of our Customer Success team. This will be a diverse and unique role spanning the entire customer journey — from support to sales to marketing. No previous experience is necessary, but extremely strong writing and communication skills are a must.

    What you'll do, and why:

    SUPPORT - As Givebutter has grown, so have our customers! We now power donations for more than 2,000 organizations, ranging from little league baseball teams raising $5,000 per year to national nonprofits raising over $500,000. Your job will involve supporting these awesome customers. This may include:

    • Answering customer's questions as they have them

    • Writing Help Center articles so customers can answer their own questions

    • Improving our customer onboarding flow to help maximize conversions

    • Leveraging Intercom, our support tool, to its fullest potential

    • Managing customer feedback and feature requests in Givebutter's Community Portal alongside our engineering team

    SALES - While most Givebutter customers sign up themselves in minutes, bigger organizations often need a bit more handholding. Your job will involve converting more of these high-value customers. This may include:

    • Scheduling demos and calls with potential customers

    • Creating sales documents and materials

    • Building relationships that persist from sales to support

    MARKETING - The majority of our customers hear about us through word of mouth. Your job will involve keeping us top of mind for them. This may include:

    • Contributing to our monthly email newsletter

    • Writing occasional blog posts

    • Managing our testimonials and reviews campaigns

    • Interacting with customers on social media

    • Creating and sending out Givebutter swag!

    What you bring, and why:

    • PEOPLE SKILLS – you have exceptional written and oral communication skills. Your ability to interact with customers and generate positive outcomes is the most important aspect of this job. The majority of your work will involve working one-on-one with customers, who are the lifeblood of our business.

    • WORK ETHIC – you love working in a fast-paced, startup environment. You'll have lots of flexibility, ownership, and autonomy — this is not your typical 9-5.

    • PASSION – you are passionate about Givebutter's product and mission. You'll have the opportunity to truly change people's lives, and it's important that you are passionate about doing it.

    • CRED – Meaningful academic or professional experience. We love portfolios!

    What you get:

    • Work from anywhere: Live and work from wherever makes you happiest

    • Be an owner: Get meaningful equity in the company, and ownership over the projects you work on

    • Make an impact: Solve important problems for real people every single day

    • Love what you do: Feel good about the work you're doing and the company you work for

    Who you'll work with:

    Max Friedman is the CEO of Givebutter and will be working with you on a daily basis. Currently, Max fills most Customer Success functions along with Liran Cohen, Givebutter's CTO. You'll also be working with Liran and our engineering team to share and communicate customer feedback as well as product updates.

  • We are looking for a Customer Support specialist to play an integral role within the Commercial team.

    Initial responsibilities encapsulate support tasks for onboarding, sales acquisition and client success; this role can evolve into the direction YOU wish to take your career, in concert with the goals of the business and contributing to propelling it forward.

    Responsibilities

    Onboarding: Interact with customers and Client Success team to implement AirService solutions. Shepard new accounts through our white-glove process during this critical juncture of the customer lifecycle, all the way to go-live.

    Work tasks include:

    • Client content curation for guest experience platform, assisting with set up and updates

    • Account reconciliation

    • Monitor inbound support queries

    • Author client facing reference material, such as Zendesk articles

    Commercial sales support: You will work cooperatively with our acquisition team to achieve company sales goals. Our business runs on Salesforce, thus your ability to work within this platform is key to managing the sales pipeline.

    Work tasks include:

    • Market research and development

    • Salesforce - report interpretation, email campaign tracking, entry of new leads and contacts

    • Preparation and development of sales collateral

    • Assistance with coordination of meetings

    • Assist with creation of outbound marketing campaigns

    Attributes

    • Excellent written and verbal communication skills

    • Meticulous attention to detail

    • Driven, motivated person who desires an opportunity to learn and grow with a leading-edge technology company in the hotel/resort space

    • Ability to think for yourself and understands first principles thinking (why is it done like this, can it be done better) rather than accepting the status quo

    • Time management skills across multiple small competing projects

    • Excellent facilitation skills - helpful, positive, warm

    Skills – we employ a host of tools to keep us focused and efficient. Here are some of what you’ll be using in this position:

    • Salesforce

    • Slack

    • Zoom

    • MS Office

    • Photoshop

    Perks

    • Competitive salary and equity package

    • Exposure to a highly skilled and dedicated team that is fun to work with

    • Flexibility - We are fully distributed team that works from anywhere with good internet

    • Bonuses – contributions to successful onboarding and sales will be rewarded with quarterly bonuses in this support role

  • Process Street (US or UK)
    4 days ago

    Process Street is currently seeking a full-time Customers Support Specialist.

    As a Customer Support Specialist, it will be your responsibility to address inbound customer inquiries via phone, email, and live chat.

    At Process Street, Customer Support Specialists are a primary line of communication between the organization and customers. In your role as a Customer Support Specialist, you will get the chance to work with companies ranging from fledgling start-ups to Fortune 500 enterprises from across the globe in pretty much every industry you can think of.

    Aside from addressing customer inquiries, Customer Support Specialists perform a critical function by passing customer feedback and challenges to the Engineering, Product and Executive team.

    Responsibilities:

    • Respond to email, live chat and phone inquiries from existing customers and prospects

    • Advise customers on the best way to use the software to meet their needs

    • Track customer interactions in CRM system

    • Assist prospects during trial period to ensure they understand product functionality

    • Serve as a conduit for customers to communicate product and feature requests to Product Managers

    • Backup Customer Success Managers in dealing with large customers

    • Contribute to the Support Knowledgebase

    • Conduct product demos with prospects and customers

    Skills:

    • 1-2 years experience preferred

    • Strong English communication skills – both verbal and written

    • Strong technical ability

    • Experience with SaaS software a bonus

    • Attention to detail

    • Customer-centric outlook

    • Must be able and willing to work remote

  • At Draftbit, we believe that software should be a democratizing agent that makes it possible for anyone to turn their app ideas into reality.

    Draftbit is a collaborative product development tool, focused on mobile apps. Our platform allows technical and non-technical teams to work together to build native mobile apps. Apps built in Draftbit produce high quality React Native code that can be exported at any time so you can build inside and outside our platform.

    Backed by world-class investors (including Y Combinator), we have aggressive growth goals and are looking for a Community Manager to help us achieve our vision.

    About The Position:

    We’re looking for a Community Manager to join our small but fast-growing team. Community management doesn't have a single definition, so here’s how we’re thinking about this opportunity:

    • We're looking for someone to be on the frontline of all our customer communications - you will own all of our customer success channels (Discourse, Intercom, Readme/documentation & FAQs, etc)

    • In addition to being highly available and responsive to all of our inbound customer communication, we expect you to work proactively to cultivate community amongst existing and prospective Draftbit users.

    • You will own our social media (Twitter, Linkedin, Instagram, etc) communications and work to develop new forums (conducting app-building livestreams, curating customer apps & their stories, etc) that showcase our product and the apps successfully built by it

    • You'll be a Draftbit evangelist and represent us online and offline (at external events and meetups, etc)

    • You will work closely with our product and engineering org to translate the benefits of new features to our communities and share insights from our community engagement and initiatives

    About You:

    Our ideal Community Manager has experience building and managing communities of developers/technical users, or communities for technical products, has an extreme attention to detail, concisely communicates complex concepts, and is an exceptional communicator.

    You’re probably a great fit if:

    • You’ve been a software engineer or been involved in building/marketing a technical product

    • You're an accomplished storyteller who has successfully conveyed the value of technical products to both developer and non-developer audiences

    • You have experience working in customer success or community management

    • You've likely been the go-to person on a team that everyone counts on to ensure things get done

    • You value self-management, execution (over perfection), speed, and personal reliability

    • You’re able to take an idea and run with it, rather than just following instructions

    • You're comfortable working in a startup environment, probably because you've worked at one (bonus points if you’ve ever started/run a business before)

    • You're excited about Draftbit and our mission. We want people who bring new ideas to the table and care about what they are building.

    Additional Details:

    • This is a full-time position that can be based at our Chicago HQ, San Francisco office or remote.

    • Note: You'll need valid U.S. work authorization to join us.

    Some of our perks are:

    • Full health, medical, dental, and vision coverage - we pay 99.9% of your premiums and 50% of dependents’ premiums.

    • Unlimited sick, personal, and vacation days. And we can flex on hours or accommodate special considerations.

    • Standing desks for all and the equipment of your choice

    • Chance to work with decent, fair, and flexible people

    We believe in fair pay and transparency, and we anticipate this position's compensation to be between $60k to $120k in cash and .1% to .5% in equity, depending on experience.

  • Job description

    Let’s start by saying this: forget everything you know about Customer Support. At 5CA we like to do everything a little bit differently. A little bit geekier. A little bit more our own way. Can you help us provide our clients with the best customer support they have ever seen?

    The client that needs you is a company that combines licensing, content, software and professional services in the field of copyright. Of course, you will get a full, complete and detailed training before you even start working. Your Project Lead will help you do your job well, and your Team Lead will help to make sure that you are comfortable and happy in your job.

    The main objective in this position is to help customers who have hired services from our client and need assistance with the software they are using. The software contains several different products and you will become an expert in operating and troubleshooting these products.

    You do this by mostly answering emails, but also occasionally taking calls and chats. And, while doing all of that, you will also be helping 5CA take its next step into a bigger future!

    Requirements

    •  You speak English at a near-native level.

    • You have excellent written communication skills and know how to make customers happy.

    • You are a fast learner who likes to take initiative.

    • You have a dedicated quiet work space, located within your own residence.

    • Experience in a Customer Service environment or an international business setting is a plus! 

    PC requirements: 

    • An internet speed minimum of 4 Mb/s download and 1,5 Mb/s upload internationally.

    • A minimum of 6 GB RAM memory, with a 64-bit windows version or MacOS.

    • An i5 (2,8 Ghz or faster) processor or better/ similar, max. 3 years old.

    • A USB, noise-canceling headset (a must-have for the job, but not for the application process).

    We offer:

    • A position in a fast-growing company with ambitious A-level clients.

    • Access to top-notch tools, training, and colleagues.

    • A casual, international environment where you’ll work with people from over 40 different nationalities.

    • A perfect work-life balance by combining our shorter than average shifts with working comfortably from your own home.

    • Flexibility; working remotely means being able to work from anywhere in the world.  No time wasted commuting between home and work.

  • GitLab is a hyper growth company searching for people who are intelligent, aggressive and agile with strong skills in technology, sales, business, communication and leadership. Desire to lead through change is a must.

    The Manager of Customer Experience is a management position on the front-lines working with the Technical Account Managers and the Solution Architects helping evolve and grow our large and strategic customers. This is a player/coach role where the individual is expected to be experienced in and have advanced insight to the GitLab platform. The individual will contribute to territory and account strategy as well as driving the execution directly and indirectly. The individual will need to be very comfortable giving and receiving positive and constructive feedback, as well as adapting to environmental change and retrospecting on successes and failures. The Manager of Customer Experience will work together with the other managers within the Customer Success organization to help execute on strategies and vision with the Director.

    You will have the opportunity to help shape and execute a strategy to help the Technical Account Managers and Solution Architects build mindshare and broad use of the GitLab platform within enterprise customers. Coaching your team members to becoming the trusted advisors to their customers in a post sale situation. The ideal candidate must be self-motivated with a proven track record in software/technology sales or consulting. The ability to connect technology with measurable business value is critical to a solutions architect. You should also have a demonstrated ability to think strategically about business, products, and technical challenges. You will also be responsible in helping grow and maintain our enterprise-level customers.

    Responsibilities

    • Work with the Customer Success Director to help establish and manage goals and responsibilities for Technical Account Managers and Solution Architects 

    • Assist in development of thought leadership, event-specific and customer-facing presentations

    • Share hands-on technical preparation and presentation work for key accounts

    • Ensure the TAMs/SAs exceeds corporate expectations in core knowledge, communication and execution

    • Define and maintain a high bar for team member expectations and enable the team to achieve it

    • Challenge the team and yourself to continually learn and grow as trusted advisors to clients

    • Monitor performance of team members and provide timely feedback and development assistance

    • Create, review, and approve formal statements of work, change requests, and proposals

    • Prepare weekly revenue forecast worksheet and create action plans to address issues

    • Develop senior-level relationships with customers

    • Manage resource assignments and staffing levels, including recruitment as needed

    • Identify and implement improvements to the processes and tools used as a seasoned with experience leading teams of project managers and consultants in support of external customers.

    • Work together with our Sales organization and Implementation Engineers to propose, scope, and price Professional Services Statements of Work

    • Work together with Solutions Architects and Implementation Engineers to plan and execute internal projects, ensure that teams have appropriate training and manage resources to deliver Customer Success offerings

    • Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development

    • Ensure delivery model is focused on quality, cost effective delivery of services and customer success outcomes

    • Remain knowledgeable and up-to-date on GitLab releases

    • Document services provided to customers, including new code, techniques and processes, in such a way as to make such services more efficient in the future and to add to the GitLab community. Works with the Product Engineering and Support teams, to contribute documentation for GitLab

    • Help build programs that the TAMs will execute to effectively grow our enterprise customers

    • Ensure your team maintains high levels of customer retention, customer satisfaction and customer expansion as measured by quarterly goals, surveys and NPS

    • Partner with Technical Support leadership to ensure a seamless customer handoff of escalated technical issues

    • Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives

    • Drive team to exceed company growth and retention forecasts. Oversee initiatives set forth in Quarterly Goals

    • Manage a team of highly motivated, customer-focused technical account managers to manage the overall health and care of accounts (e.g. onboarding customers, product/service adoption by user, monitoring engagement across the post-sale lifecycle), and develop compensation plans and career paths appropriate to specific functions within the team

    Requirements

    • 7+ years of experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions

    • Prior experience in customer success or equivalent history of increasing satisfaction, adoption, and retention

    • Familiarity working with clients of all sizes, especially large enterprise organizations

    • Exceptional verbal, written, organizational, presentation, and communications skills

    • Detailed oriented and analytical

    • Strong team player but self starter

    • Strong technical, analytical, and problem solving skills

    • Experience with Ruby on Rails applications and Git

    • Deep knowledge of software development lifecycle and development pipeline

    • Understanding of continuous integration, continuous deployment, ChatOps, and cloud native

    • Above average knowledge of Unix and Unix based operating systems

    • Installation and operation of Linux operating systems and hardware investigation/manipulation commands

    • BASH/Shell scripting including systems and init.d startup scripts

    • Package management (RPM, etc. to add/remove/list packages)

    • Understanding of system log files/logging infrastructure

    • B.Sc. in Computer Science or equivalent experience

    • Programming/scripting experience & skill is required (Bash & Ruby)

    • Project management experience & skills

    • SCM admin and/or PS experience would be a plus

    • Set up HA/DR, working with Containers and Schedulers (Kubernetes preferred) and also experience with AWS stack (EC2, ECS, RDS, ElastiCache)

    • Experienced in and have advanced insight into the GitLab platform

    • Experienced in giving and receiving positive and constructive feedback

    • Able to adapt to environmental change and retrospecting on successes and failures

    • Previous leadership experience is a plus

    • Experienced in collaborating with other managers and executing strategies

    • Proven track record in software/technology sales or consulting


  • 1 week ago

    Our Customer Support team is expanding!

    We are looking for an amazing individual to join as our new Customer Success Champion and become a true advocate for our clients. This is a client-facing position and even though it’s remote, will require video communication on a regular basis, so please keep this in mind when applying.

    Our Customer Success champ will know every detail about our platform and how our customers can use it to maximize its value. Besides just owning all that sweet knowledge, you’ll need to be able to communicate it, and educate our customers with ease. This is a technical role that demands a wide range of soft-skills and constant stellar communication with our clients, as well as our team.

    Uscreen is an amazingly diverse, fast developing video monetization platform, and the person joining us will play a pivotal role in our growth. We are looking for someone who’s eager to learn, excited to grow with our company and is in it for the long run. Our team is incredibly smart, passionate, supportive, skilled, open to learning and constantly developing and we’re looking for someone who can match that energy.

    About the role:

    This is a customer facing role: you will be one of the first points of contact for our customers in order to help them set up their account. From basic setup and video uploads, to answering a variety of questions generally asked when first signing up, it’ll be your responsibility to provide our customers with solid and accurate answers and guidelines.

    Your main goal is to become the go-to person for all onboarding questions, making them feel they can reach out at any time. You’ll also give them tips and industry best practices, to give them everything they need to succeed.

    We are looking for someone reliable and eager to work with us long-term. This is a full-time remote position, and is not suited for a digital nomad lifestyle. We require a steady internet connection and a mandatory overlap of working hours with the rest of the team

    In this role, you will wear a few different hats, including:

    • Proactively contacting new customers to help them get setup (by email & phone)

    • Helping the tech support reps in the ticket queue

    • Attending and (later) fully hosting webinars a few times per month

    • Giving in-depth analysis of customers websites and content to offer them tips and tricks to succeed (and don’t worry, we have our marketing team watching your back)

    Requirements:

    Must have:

    • 2+ years in Customer Support or similar

    • Experience in SaaS

    • A fully functioning workstation and a quiet place to work (with their own laptop)

    Must be:

    • Able to overlap with our Washington, D.C. based team: from 9AM to 6PM EDT

    • Quick to learn and able to understand our platform as well as the video and OTT industry

    • Able to work independently

    • Native or near-native English speaker (North American accent is a plus but not a requirement)

    • Overall a nice person 🙂

    Our ideal candidate will also have:

    • Experience working with Zendesk or similar

    • Good communication skills, both written and verbal

    Benefits:

    • Amazing, young and motivated team

    • Work from anywhere (OK, almost anywhere…), as long as you have regular overlap with Eastern Time business hours and can schedule overlap with Pacific Time business hours when needed for customer calls.

    • 20 paid days off per year (eligible after the first 6 months with the company)

    • Budget for personal development

  • 1 week ago

    About Dozuki

    Dozuki was born out of iFixit.com with the goal to revolutionize the way manufacturers train their employees. In the next 10 years, it is estimated that manufacturers will need to fill 3.5m manufacturing jobs. But over half of those jobs will go unfilled due to a shortage of skilled workers. Dozuki has a truly unique approach that allows manufacturers to standardize how they work and improve their processes. Our approach and our platform are going to play an instrumental part in helping manufacturers develop unskilled workers to fill those jobs and we need your help to do so! 

    At Dozuki you’ll be working with a high-caliber team of Customer Success Professionals. We are recruiting for a remote candidate in the Midwest or Southeast. The Customer Success Manager mission is to drive product adoption and customer renewal/expansion. By continuously delivering product value to Dozuki customers, your efforts will also prevent customer churn. You will report to the Director of Customer Success and will be on the front lines of customer support, onboarding, and training. 

    We’re looking for a team member who gets things done!

    The Role:

    • We're consultants: here to help analyze our customers' problems and assist them in adopting strategies to solve for those issues.

    • Work tirelessly to resolve customer issues with effective problem-solving skills.

    • Meet and strive to exceed monthly expansion and churn goals.

    • Maintain excellent knowledge of our products and services in order to understand the customer’s needs.

    • Work closely with your peers to identify opportunities to improve customer experience and our process.

    • Monitor and escalate incoming support cases submitted by customers of all tiers 

    • Efficiently troubleshoot customer issues and consistently report bugs to the Product team

    • Product Feedback: Effectively manage open cases and bug report follow up to ensure customers are not forgotten 

    • Assist in the initial configuration of the product and accelerate the implementation process 

    • Be a world-class expert in using Dozuki and best practices 

    • Conduct on-demand training sessions for qualifying customers 

    • Product Adoption: Routinely share help documentation and other training materials to drive product adoption 

    • Identify and track leading indicators of churn, renewal/expansion, and satisfaction for each customer 

    • Monitor automated outreach efforts and customize scheduled tasks and plays as needed to stay proactive with customer engagement  

    • Detect early signals of at-risk accounts and renewals and ensure appropriate outreach is in place to prevent churn 

    • Routinely share customer feedback through the appropriate channels for continuous product improvement and feature development 

    What you need:

    • A minimum of 3 years in a customer-facing role (Customer Service, Account Management, Sales, etc.) 

    • A self-starter who has great communication skills and can work independently, but thrives in a team atmosphere

    • Positive attitude

    • Eagerness to learn and improve your skill set

    • Strong emotional intelligence with empathy and understanding 

    • Good understanding of project management 

    • Proactive work ethic with a willingness to improve on processes 

    • Passion for problem-solving and helping people 

    • Takes a high degree of ownership over work 

    • Clear communicator with a professional presence 

    • Strong listening skills; open to input from other team members and departments 

    • Ability to lead through influence 

    Bonus Points:

    • Experience in Lean Manufacturing principles.

    • Experience working LMS, documentation tools and other training systems. 

    Benefits and Perks:

    • Medical, dental, and vision benefits

    • 401(k) matching

    • Generous parental family leave policy

    • Charitable contribution matching

    • Flexible schedules

    • 2-3 catered meals every week

  • 1 week ago

    About Assurance

    At Assurance we are disrupting the antiquated and inefficient world of insurance and financial services. Our team of world-class software engineers, data scientists, and business professionals are modernizing how people obtain and manage their financial life all through our powerful platform ecosystem. We are rapidly growing as we expand our product offerings and global footprint, and this growth continues to present new and exciting challenges as we push our industry into its future. We eliminate waste throughout the industry and calculate the complex into simple, valuable solutions to improve people's lives. We are humble, driven, and committed to improving the lives of millions. 

    At Assurance we’ve created a state of the art on-demand platform. We’ve changed how licensed users operate. No longer are they stuck at call centers, or constantly searching on how to create new leads. We take care of the leads, platform, and just ask the users to do the selling. Meanwhile our team of world-class software engineers, data scientists, and business professionals are constantly working on improving and expanding our system. The mission of the Community Manager is through service to our agents help foster a platform where users can perform their best. This will require keeping agents engaged and happy, serving as a resource for agent issues, and tracking the most common issues that our users encounter.

    To be successful in this role, you'll need to possess the following:

    • Passion for fostering community

    • Strong communication ability

    • Desire to help users solve problems

    • Experience working in a fast-paced environment

    • Ability to identify biggest pain points for users and work with internal teams to improve the platform

    The following experience is highly desired:

    • Experience in call center or telephone sales.

    • Experience working in Medicare, insurance, or other high regulated spaces.

    • Previous experience with gig economy / on demand work forces.  

    You love to help others be their very best.  You’re constantly building and fostering connections, both one on one, and in a community.  You can work with users in a completely remote environment with ease.  You’re able to quickly identify what does and doesn’t work well for users, and then bring that feedback to the team that designs our platform so we can be constantly approving.  You’ll become our user’s biggest fan and greatest advocate. 

  • 1 week ago

    At Slab, we build beautiful software for teams. We believe that a team's ability to store and organize information ultimately defines their ability to execute. Slab is like a knowledge base or wiki, but reimagined to be fast, intuitive, and powerful. We think of it as a long-term memory for teams.

    We are a small team of experienced developers and designers, on a mission to make work easier. Our CEO is the creator and maintainer of Quill, a popular open-source rich text editor, and sold a previous company focused on collaboration. Slab's approach to work is inspired by companies that have a big impact while staying relatively small. We embrace remote and flexible work arrangements.

    In this role, you will sit at the nexus of the product team and customers. You will work closely with customers to discover their needs and guide them on the best ways to solve their challenges using Slab. As an early hire on the team, you will have the opportunity to help shape the priorities and focus.

    Slab is backed by top tier investors including Matrix Partners, CRV, and NEA.

    What you will be doing

    • Become an expert in our product

    • Proactively nurture customer adoption, expansion, and retention

    • Serve as the point of contact for customers to resolve issues

    • Develop and maintain resources to educate customers

    • Meet with customers to discover and understand their needs and gather feedback

    • Be the voice and advocate of customers to drive product and strategic priorities

    Sound like you?

    • You have 3+ years in customer-facing roles in a B2B SaaS environment

    • You are passionate about making customers personally and professionally successful

    • You communicate with clarity and precision, whether with teammates or customers

    • You love to learn and demonstrate the ability to do so very quickly

    • You are self motivated and possess strong work ethic

    • You identify with Slab's mission and values

    Benefits

    • Medical, dental, and vision insurance

    • 7 year option exercise window

    • $5k desk setup of your choice

    • Free catered lunch (5x per week)

    • Flexible work arrangements

    Slab is an equal opportunity employer and we welcome people of diverse backgrounds, experiences, and perspectives.

  • 2 weeks ago

    This position is remote based, anywhere in APAC. 

    The rising popularity of GitLab means that our professional services are in high demand. If you have the skills to help our clients we would love to talk to you.

    We are looking for skilled people around the world. If you would love to work from home and help GitLab grow, this is the right spot for you.

    Responsibilities

    • Engage with our customers — anything from a small advertising firm or a university, to Fortune 100 clients

    • Triage customer issues, debug, and find workarounds if possible

    • Communicate via email and video conferencing with potential and current clients

    • Prepare and provide customer training, and make the training materials widely available

    • Improve GitLab through customer interaction

    • Submit and comment on bug reports and feature requests based on customer interactions

    • Create or update documentation based on customer interactions

    • Engage with the development team to escalate bugs, solve problems, or obtain missing information

    • Be available for occasional weekend on-call coverage (day-time only - approximately once every three months)

    • Ensure the knowledge we gain from running GitLab.com is shared with customers and users

    • Maintain good ticket performance and satisfaction

    • Meet or exceed SLA times consistently

    • Reliably respond to on-call emergencies

    • More information can be found on the support page in the handbook.

    Requirements

    Support Requirements:

    • Affinity for (and experience with) providing customer support, and making customers happy

    • Enjoy solving many small problems per day

    • Ability to triage and resolve bugs

    • Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, Zoom calls, etc.

    • Experience with support platforms (e.g. Zendesk, SalesForce.com, etc.) preferred

    • Experience writing support content

    • Experience managing the entire issue lifecycle, from customer, to development team, to resolution

    Technical Requirements:

    • Ability to perform complex Linux System Administration tasks

    • Web application development experience using an MVC framework (e.g. Ruby on Rails, Python, Django, PHP, Laravel)

    • Experience with Git

    • Experience with CI/CD

    • Other Requirements:

    • You share our values, and work in accordance with those values

    • Successful completion of a background check.

    • Spoken and written English

  • Are you the type of person that loves to help and usually puts everyone else before yourself?

    Well, maybe you should start seeing a therapist about it.

    But if on top of that you also have an eye for finding and quickly solving problems, then you should first consider applying for this job position.

    Who or what you must be:

    • Someone with great interpersonal skills

    • A problem solver that doesn’t need to be taken by the hand

    • Somebody that’s obsessed with customer satisfaction

    • Fluent in Portuguese and/or Spanish (Dutch is a plus)

    • Business level in English

    • Able to work in a self-directed, fast-paced entrepreneurial environment

    • Someone with great deals of responsibility and accountability with a thirst for ownership.

    What you will do:

    • Be the totem of deliveries related matters for our customers

    • Recognise, solve and fix support issues directly with customers

    • Make the bridge between customers and carriers

    • Always be alert to new ways or processes that will make our customer support better

    • Help the sales team to process and manage leads

    • Set up new accounts on our platform and guide new customers through the onboarding process.

    What will you get in return:

    • Rewarding compensation package

    • Super international environment with great people around

    • Possibility to grow with us

    • Flexibility to work remotely

    • Friday beers at the Lisbon office? We can neither confirm nor deny it.

    If you like what you see and think you have what it takes, just go ahead and apply!

  • Marketcircle (US timezones)
    3 weeks ago

    Want to work remotely? Want to make an impact by working for a small company that values autonomy and working collaboratively in a team to solve challenging problems? Love learning new technology? Then you'll fit right into the Marketcircle Team!

    We're looking for an outgoing customer service specialist that is curious, excellent at communicating with customers and a creative problem solver. You have a strong understanding of the small business space, and are willing to wear many hats to get the job done. Most importantly, you know how to treat customers right and know the true value of empathy. You are a quick learner, an excellent teacher, and can spot trends from a mile away.

    Your day to day responsibilities will include, but are not limited to:

    • Responding to customer questions regarding our products via live chat, tickets, phone calls and screen shares

    • Helping our customers leverage our products to help them reach their business goals and objectives

    • Understanding our customers business needs and providing them with valuable feedback and workflow suggestions

    • Proactively identifying and raising trends in customer questions and/or issues as they occur

    • Be willing to take on additional side projects that could benefit our customers

    Success in this role is measured by:

    • providing our customers with accurate and helpful information in a timely fashion - passing 5 ticket evaluations every month

    • providing our customers with the highest level of customer satisfaction - maintaining a customer satisfaction rating of 95% or higher

    • going above and beyond to provide excellent customer service - measured by receiving at least one WOW! response every month

    Some methodologies we use include:

    • Jobs to be done

    • Kaizen

    • Fire bullets before cannon balls

    This is a remote position (base of operations is Toronto, Canada), and the hours are Monday - Friday 9AM EST - 5PM EST. It involves no weekend work, however some holidays need to be covered. If you are not located in EST, but are able to work with some overlap in our working hours, you are encouraged to apply. While we appreciate the time you take to apply for this position, please note that only qualified candidates will be contacted.

    Marketcircle Inc. is a fun and distributed tech company. We believe in the power of Kaizen, teamwork, creativity, ownership, and empathy. By embodying these core values we know we impact the lives of our customers, and each other.

    Our mission is to empower small business worldwide which drives us to develop a native macOS and iOS app that helps thousands create organization of what would otherwise be chaos.

    Tired of a long commute to work? As long as you have reliable internet, and can work between 10:00AM - 3:00PM EST (core hours), you can work from anywhere! We expect results, not monkeys sitting in cubes for 10 hours a day! Though we are mostly remote, our team tries to meet up in the office every now and again to share some laughs, build camaraderie and eat some good food! We also make it a point to do activities together, like axe throwing, escape rooms, evenings out, etc.

  • The Opportunity

    Our team is growing and we’re looking for a seriously support-loving person to add to the mix. This person will provide on-going customer service support across our Products team for a growing suite of WordPress plugins through the forums we run and manage on our website, but have hit a spot where extra help building relationships with our customers will make a world of difference.

    We’re looking for someone for around 10 hours a week to help us go the extra mile when customers reach out for help with some of the less tech-y side of things, like email support, processing of refund requests, assisting with account access, license key administration, downgrading accounts, pre-sales questions, Nonprofit Partnership Program, WordPress Meetup Organizer Program.

    However, we won’t lie. This will be a fast-paced position where a successful person will be genuinely happy to help customers with a myriad of questions. There are more than 700,000 active installs of The Events Calendar running on websites around the world and many of them have questions that require timely assistance. Support is at the center of everything we do here at Modern Tribe, we want you to help our community thrive.

    Who We Are

    Modern Tribe, Inc. is a rapidly growing software & design company. We develop custom solutions for some of the world’s largest companies, government institutions and smaller growing organizations. We pride ourselves on our ability to bridge people and technology and to bring the passion and dedication of an entrepreneur to every project. Our team is composed of talented employees and freelancers around North & South America (and a smattering across the globe).

    Modern Tribe is committed to a culture that embraces diversity and inclusion. We foster an environment of collaboration, open engagement, fairness and respect regardless of differences in age, race, disability, national origin, gender identity, religion, sexual orientation or veteran status. As a hybrid workspace ranging from distributed contractors to traditional employees, we value the unique perspectives and experiences of our global team.

    We come from all walks of life. We are small business owners. We are tattoo aficionados and 80’s movie buffs and ex-pats. We are homeschool teachers. We are single parents. We are musicians, college drop-outs, and entrepreneurs. We are travelers, feminists, runners, volunteers, and makers. We are a Modern Tribe.

    Everyday we strive to fulfill our motto: live well and do good work. We hope you will consider joining us.

    Who You Are

    We love working with each other because we have built a culture that suits us well. We work primarily with freelancers and coordinate their talents for large projects. To be on our team, you must be:

    • HAPPY

    Where there is a will, there is a way. Having a positive disposition allows us to achieve great things and to support each other.

    • HELPFUL

    Always looking for ways that you can help others.

    • CURIOUS

    It is essential that you have a passion for learning. Technology changes daily, and life has a way of constantly raising the bar.

    • ACCOUNTABLE

    Our clients expect us to get the right thing done on budget and on time. Communicating expectations and meeting them is the cornerstone of success.

    • A FREELANCER

    This means that if you live within the USA, you will also maintain your own personal client list and that Modern Tribe will only comprise a portion of your total income. Regardless of where you live, you need to be already freelancing.

    Personal Competencies

    • Extremely outgoing and friendly attitude

    • Strong communication skills

    • Experience working as part of a remote team

    • Self-motivated, detail-oriented

    • Strong organizational skills

    • A methodical approach to all tasks

    • Ability to prioritize workloads and meet deadlines

    Knowledge and Experience

    • Strong communication and/or experience working as part of a remote team

    • Experience processing of refunds requests

    • Online account management

    • Reply to customer email threads and questions

    • Respond to refund requests

    • Fluent English speaker – bonus points for fluency in other languages

    Bonus Points

    • Have built your own WordPress plugins. Double bonus points if those plugins extend The Events Calendar.

    • Have a proven track record providing remote support

    • Experience with MySQL

    • Experience working with WooCommerce

    • Experience working with WordPress

    Responsibilities

    • Moderating the support inbox, ensuring customers and potential customers receive responses within 24 hours of submission

    • Field incoming feature requests about account access

    • Facilitating account-to-account license transfers, generating new keys to replace non-validating keys, etc.

    • Helping with customer account related questions

    • Answering Pre-sales questions for plug-ins

    • Processing of refund requests

  • 3 weeks ago

    We’re seeking a hard-working Customer Support Specialist to help customers troubleshoot tricky (and not-so-tricky) problems all day, every day. This is an entry-level position, but prior experience working with customers is a must. The ideal candidate is comfortable switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you’d be the heart and soul of SimpleTexting.

    About Us

    SimpleTexting is the leading web-based platform for SMS marketing and business texting. Our software gives organizations the ability to send marketing campaigns, share important alerts, and provide 1-on-1 customer service using text messages. Thousands of organizations in North America rely on SimpleTexting to connect with their audiences. Our clients include Fortune 500 companies, small businesses, nonprofits, healthcare providers, churches, schools, and more. And with a powerful suite of features that includes segments, autoresponders, data collection and analytics, our platform is designed to help businesses start and scale their engagement through SMS.

    Responsibilities

    • You’re a superhero, but with a computer instead of a cape. You’ll clarify the customer complaints, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved. The whole enchilada.

    • Respond to email tickets, online chat or phone calls to help SimpleTexting customers with their issues

    • Participate in writing excellent help documentation—both for internal use and for our customers

    • Log tickets with the development team and escalate appropriately based on the impact of the issue

    • Become a SimpleTexting power user—before you can support others, you must know the product yourself

    This Role Is For You If

    • You love to talk, actively listen, and build relationships

    • Multiple chats and calls happening at once doesn’t make you sweat

    • You thrive in fast-paced environments

    • You’re as comfortable hopping on the phone as you are writing super clear emails

    • Investigating issues when you don’t have enough info to resolve them is your idea of fun

    • Going above and beyond for customers gives you a warm and fuzzy feeling

    • You have no shame geeking out about business and technology

    Required Qualifications

    • English is your primary language. Secondary languages are a plus.

    • At least 1 year of experience working with customers

    • You can translate technical ideas for non-technical audiences

    • Demonstrable critical thinking, communication, and creative problem-solving skills

    • Ability to learn new software platforms quickly

    • Self-starter, positive attitude, ability to continuously develop and adapt to a growing team

    • Highly organized. You can manage and prioritize several different projects.

    • Familiarity chat and CRM platforms

    Bonus points:

    • Bachelor’s degree, preferably in a related field of study

    • 2+ years in customer support role

    Location

    • Remote

    • You’re welcome to join us at the office if you’re in Miami!

    Compensation and Benefits

    • Above market compensation commensurate with your proven abilities

    • Unlimited flexible time off policy

    • Remote

  • We're looking for a new teammate in our profitable, independent, and bootstrapped company (24 people from 15 different countries), and give you the opportunity to be part of a fascinating journey. We are 100% remote, and with a flat organizational structure. We’ve seen incredible growth over the last 8 years, driven by a talented and versatile yet small team.

    ABOUT THE ROLE

    We're looking for a Customer Care Representative (f/m/x) full-time, part-time 80 hours/month or on a mini-job basis.

    An ideal candidate for this position has excellent communication skills, is a natural learner, an out-of-the-box thinker, empathetic, technically-minded, and unflappable. To succeed in this role, you must be highly adaptive and be able to work in a fast-paced, highly interactive environment.

    WE OFFER YOU

    • a great work-life balance - work from wherever you are on a flexible shift schedule

    • no bullshit - we are a fact- and engineering-driven company (including the founders)

    • to work on something important. A lot of businesses say they change lives, but we actually do it. We've helped millions of people find love and happiness.

    • paid vacation

    • a competitive salary

    YOU WILL

    • provide friendly and efficient customer support by handling front-line issues via Zendesk email. Our award-winning apps are used by millions of active users every day

    • troubleshoot customer problems in a systematic, solution based and customer focused manner

    • moderate user content like profile photos

    • investigate reported abuse and take appropriate action

    • work agile with a motivated and innovative small team (including us, the two founders)

    • work on a mostly flexible schedule, but some weekend availability is expected.

    YOU

    • have a high level of written and spoken fluency in German and English

    • have an accurate spelling and grammar

    • are committed and able to work independently

    • have an eye for detail

    • are tech savvy with sound computer skills

    • are able to work from home with a fast internet connection

    • are self-motivated and energetic

    If this profile matches your expertise, experience, and aspirations, we’d be delighted to receive your full application, including references, salary requirements, and possible starting date.

  • Follow up boss (US only)
    3 weeks ago

    Who Is Follow Up Boss?

    • We’re a simple, sales-focused CRM for real estate teams (and we use our own product)

    • We’re a self funded, profitable company started back in April of 2011

    • We’re a remote company with a mostly US-based team

    • We don’t just claim to be customer-centric - we live it: https://www.facebook.com/followupboss/reviews

    Check out our video on how we work: https://www.followupboss.com/about/

    Why Work Here?

    • We’re a young, ambitious company who only answers to our customers

    • Opportunity to have a big impact on our growth and your career

    • No red tape or pointless meetings

    • Competitive salary, health/dental insurance and 20 days paid holiday, $1000 to outfit your home office, yearly company meetup

    This Role Is For You If…

    • You’re a people person who is able to build rapport instantly

    • You’re a self starter who can take initiative on new projects and ideas and run with them

    • You have an entrepreneurial spirit: we are a small, agile team that constantly improves processes

    • You would describe yourself as patient, empathetic and having a good sense of humour

    • You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long

    • Superb written and verbal skills (with a professional yet fun demeanor).

    • You consider yourself tech savvy and efficient with SaaS applications

    • You are genuinely excited when you help others hit their goals

    • Great problem solving skills, taking a consultative approach to find the best solution

    Your qualifications:

    • Self-motivated and proactive mindset.

    • Remote work experience is considered an asset.

    • Based in the USA, quiet home office with fast internet.

    • 3+ years experience in a customer-facing success role (Support, Success, Account Management, or Sales).

    Your responsibilities will include:

    • Your #1 priority would be helping our customers be successful with our product (& ultimately their business), get successfully setup and activated within their first 90 days of being a Follow Up Boss customer

    • Hosting kickoff calls and training sessions with new customers to make sure they are getting the most out of the system - we call these strategy sessions because we focus on uncovering the biggest opportunities for our customers vs. product click throughs. 

    • Calling, texting and emailing new customers proactively to make sure they are on the road to success with Follow Up Boss.

    • Hosting (on rotation) our FUB 101 live weekly webinar

    • Compiling product feedback and ideas to help our product and engineering team continue to improve our platform

    • Becoming a keen, passionate expert in all things related to real estate lead generation, lead conversion, sales optimization and customer service

    • Answering customer help tickets in the Onboarding queue

     30 Day Targets:

    • Learn the Follow Up Boss software & product offerings to be effective in the position

    • Complete all position specific success tasks, setup, and initial training

    • Virtually meet all Follow Up Boss employees 

    60 Day Targets:

    • Host a minimum of five kickoff calls and training sessions for new customers (with support)

    • Answer 10-20 Zendesk tickets 

    90 Day Targets:

    • Jump in the new customer onboarding rotation and own relationships with new Follow Up Boss customers

    • Complete training for the 101 Weekly webinar

  • 3 weeks ago

    We are currently looking for an eager partner who is passionate about fishing to join our customer service team in supporting the overall customer experience. When our customers have questions, requests or suggestions about our service, they turn to our customer support team for answers. The Customer Support Associate acts as the direct link between Catch Co. and our existing and potential customers by providing specific information about the services and products we offer. This position will also closely assist the Customer Support manager in evaluating and improving the customer experience by analyzing order fulfillment trends and operational opportunities.

    What you will do:

    • Respond and resolve customer support inquiries through email, live chat, phone and social media channels

    • Manage customer accounts and troubleshoot customer issues using our online ecommerce platform

    • Report and analyze customer inquiries for identifiable patterns to improve our service and overall customer experience

    • Serve as a customer support liaison between the warehousing/ fulfillment center and Catch Co. customers

    • Assist the team with high complexity customer inquiries related to order fulfillment

    • Suggest products that will help enhance the customers’ fishing experience

    What makes this a special opportunity:

    • We are a dynamic early-stage startup with tons of momentum (ranked #435 on the 2017 Inc. 500 list of the fastest growing private companies)

    • We place a premium on building a great culture made up of great people

    • You will work with and learn from experienced leaders who have a track record of building successful companies

    • This is an excellent role for a candidate looking to start a career in customer service and/or operations, and will have flexibility to work remote.

    REQUIREMENTS

    • 0-2 years customer service experience. Call center experience is a plus.

    • Associates Degree +

    • Fishing knowledge highly preferred

    • Proficiency in the use of Microsoft Office, especially Excel and Word

    • Excellent listening, verbal and written communication skills

    • Excellent organizational skills with attention to detail in managing multiple priorities

    • Familiarity with Microsoft Office, HelpScout, Zendesk, and Just Call is a plus

    What will make you successful:

    • Curiosity: Always seeking to understand “why”. Always looking to make things better.

    • Passion: You are driven by a love for what you do

    • Optimism: The ability to bounce back quickly when something doesn’t work

    • Action: Knowing when to shift from planning to doing

    • Honesty: Transparency with customers, partners and teammates. Strong professional ethics and integrity

    • Entrepreneurial spirit

    • Data-driven mindset and analytical skills to dive into details

    • Willingness to get your hands dirty

    • Passion for customer experience improvement

    BENEFITS

    • "Take what you need" PTO Policy

    • 4 additional paid days off specifically to enjoy the outdoors

    • Flexible working schedule

    • Ability to work from home if there is a need

    • Medical, Dental and Vision Insurance - We cover 85% of your premium and 50% for dependents

    • Health Savings Account

    • 401(K) plan

    • Pre-Tax Commuter Benefits

    • Unlimited fruit snacks

  • As part of the Success team, the Technical Support Specialist works directly with customers to assist them with troubleshooting issues, product and technical questions, and the setup and configuration of new sites.

    As an expert in our products, the Technical Support Specialist guides customers through the project process as part of the post-member onboarding, setting expectations and milestones, showing customers how to use tools, and offering guidance on LexBlog’s blogging best practices.

    As the face of our company, the Technical Support Specialist is a collaborative team player that takes initiative to do the right thing for our customers.

    Responsibilities

    • Respond to technical support requests through a ticketing system, live chat, and phone

    • Flag patterns or identify technical issues to proactively address as a team

    • Configure and set up new sites including migrating content, and configuring site settings per customer and product plan requirements

    • Organize projects for customers by driving milestones, and communicating expectations and next steps

    Required Qualifications

    • You’re experienced with troubleshooting software or web tools with customers

    • You have previous experience in project management or customer service roles

    • You have experience with technical troubleshooting that uses an escalation framework

    • Excellent written and spoken communication: You need to be able to clearly guide customers through a solution or walk-through our products and features

    Preferred Skills/Experience

    • You’re a self-learner who is flexible, curious, and willing to try new things

    • You’re a natural problem solver, you love a good challenge and can think quickly on your feet

    • You enjoy a dynamic, changing work environment and feel comfortable tackling a variety of tasks in a given day

    • You have previous experience in a technical support role

    • You have basic knowledge of HTML, CSS, Zendesk, Google Suite, or experience with WordPress site administration

    • You’re passionate about blogging, the web, and empowering professionals to publish

    • You’re motivated to learn new tools or skills and share those skills with others

    About LexBlog

    LexBlog empowers lawyers to increase their visibility and accelerate business relationships through the Internet, primarily through blogging. With LexBlog’s help, legal professionals use their subject matter expertise to drive powerful Sales. The American Bar Association and other key industry organizations routinely cite LexBlog as the legal industry’s authority on social media marketing.

    LexBlog has grown into the world’s largest collection of professional blogs with more than 22,000 authors providing a regularly updated flow of legal opinion and analysis.

  • The role 

    Our user base is growing rapidly and we need someone to help us consolidate our understanding of customer needs. You will be involved in customer-facing operations providing support to our users, as well as be active in other parts of the business, working closely with the product and marketing teams. Communication with our users and the feedback we get are among the most important things within the business as it informs our decision-making a lot.

    You will also work on gathering & curating insights from different channels, ranging from our own database to our support platform. Your goal will be to make sense of substantial volumes of insight to help us make educated business choices.

    The job 

    • Offer support to Maze users on different channels, such as website, mail, call, etc. 

    • Build customer funnels with the product team to reactivate users and introduce Maze features to them 

    • Gather data by contacting users & listing business / product feedback 

    • Create business analysis reports by crunching collected data 

    • Follow-up with enterprise customers who send requests for product demos 

    • Maintain and update our help desk based on user feedback and questions

    Requirements: 

    • Analytical mind 

    • Previous experience working with a SaaS company 

    • You can work as part of a team (a remote team so the ability to communicate is even more essential), but also show initiative and take responsibility for your tasks 

    • Strong writing skills, you can write clearly and accurately, with perfect grammar and spelling 

    • Native-level English speaker

    Bonus points: 

    • Customer support experience 

    • Interest in design & UX 

    • A good dose of ambition, as well as a great sense of humour;

    How to Apply 

    We receive a lot of applications so try to submit something that will grab our attention! It’s important for us to see your understanding of our product so make sure that: 

    1) you've done some research on Maze and signed up to try the product; 

    2) you include a well-structured and concise message with your application explaining why you find Maze interesting and why you'd be a good fit. Show off a little :).

  • 4 weeks ago

    Rotunda Software is a small, profitable technology company focused on helping people do good things. We have two very sticky software products that customers LOVE and a new solution with a bright future.

    We are looking for a Client Service Specialist to join our team in providing stellar customer support to help organizations schedule, connect, and grow their volunteer base. You will be responsible for assisting clients in setting up the software and handling technical and customer service-related questions. This includes educating users on how the program works, making setup recommendations based on their needs, and finding and reporting bugs.

    In addition, you will be part of the beta testing team which is responsible for testing new features and ensuring they are bug free. Side projects may include -- but are not limited to -- producing webinars, creating documentation, and supporting the marketing team. You are encouraged to propose new side projects based on your interests.

    Requirements:

    • Listen carefully

    • Think critically

    • Read between the lines and interpret a customers needs

    • Communicate complex thoughts and solutions

    • Communicate clearly both verbally and in writing

    • Think and respond to issues quickly and with confidence

    • Enjoy talking to and helping people

    • Learn new technology easily

    • Pay close attention to detail

    • Follow through on tasks to the end

    Our support is highly customized. This position is best suited for someone who enjoys brain teasers and isn't afraid to do some digging to help clients get the best possible results.

    Although you will contribute throughout the company, we are hiring someone who is excited to be on the front lines of providing stellar support. This means listening, sympathizing, being patient, and encouraging users -- many of whom are not tech savvy. It also means getting creative to solve unique problems.

    Compensation:

    • $35k - $50k

    Rotunda fosters a positive, supportive environment with a culture built around mutual respect and personal growth. We love what we do and we want our staff and our clients to also! We live our values, not only in our work, but in how we live our lives. We serve the nonprofit sector and strive to promote the welfare of others whenever possible.

    We believe:

    • What we do matters

    • Focus on service

    • Exceed expectations

    • Be honest

    • Ideas Rule

    • Work to live

    There is ample room to grow in terms of job responsibilities and compensation. Additional benefits include a generous vacation package, ability to work remotely, on-going training, a Profit Sharing Plan, and working alongside talented, motivated and interesting coworkers.

    To apply, please submit your resume and a cover letter. In your cover letter, make sure to state what you're looking for in your next position and how you see Rotunda Software filling that vision.

  • 1 month ago

     Tiller is hiring our next customer success team members. 

    We’d love to hear from you if you’re enthusiastic and knowledgeable about spreadsheets, both Google Sheets and Excel, have a knack for solving riddles, love helping people, and have an interest in personal and small business finances.

    A little about who we are and what we do

    Tiller is a nimble, distributed company revolutionizing the way people handle their finances. We make it easy to track your spending and manage your money in a spreadsheet with daily bank feeds and helpful templates. We’re passionate about empowering people with their financial data in a flexible, customizable format so they can take control of their future.

    As a Tiller Customer Success Specialist you’re on the frontlines interacting with our customers and helping them troubleshoot issues ranging from a bank data connection gone bad to an N/A error in cell B12 on the Tiller Foundation Template. You’ll also be responsible for helping educate customers on the product, answering basic questions like how to sort a large data set in a spreadsheet or sharing ideas and content for how they can customize their spreadsheets to best meet their specific money management need.

    For most customers, you’ll be the only person at Tiller they get to know. By joining the team, you’ll be instrumental in growing our strong reputation for a responsive and friendly customer experience that will ultimately empower customers to take charge of their finances and own their destiny.

    About You:

    • You were born a problem solver and you love helping people.

    • You’re available most days for a 4 hour shift before 3 PT (6pm ET).

    • You have a working knowledge of Google Sheets & Excel.

    • Your shift will include weekends.

    • You’re so passionate about diving into products that of course you’ll read every help center article (and suggest improvements).

    • You have 1+ years of customer support experience or a background that makes you a perfect fit.

    • Up-to-date LinkedIn profile.

    • Bonus points for:

    • Background in or passion for personal finances or small business finances.

    As a Tiller CS Specialist you will:

    • Gain a deep understanding of Tiller and our products.

    • Spend most hours of your workday in Intercom, our support messaging tool, or Discourse, our community forum, responding to customer and community inquiries.

    • Develop additional support content & resources based on customer needs.

    • Assist in developing the customer success program at Tiller.

    • Track, measure, and share customer support performance & metrics.

    A few employee perks:

    • Work from anywhere.

    • Awesome, supportive colleagues who know how to have a good laugh together.

    • A new Mac to help you do your best work.

    Tiller is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

    Position Details

    • Option for full time or part time (20 hours weekly) transitioning to full time.

    • Pay during the 3 month training period will be $15 per hour. Following the training period, compensation will be in the $17 to $20 per hour range.

  • 1 month ago

    15Five is seeking a passionate Customer Support Representative to help support the next generation of continuous performance management and employee engagement software for 15Five customers. The primary focus of the role is to serve as a trusted advocate to our customers by handling technical issues and educating end users.

    Do you consider yourself a team player? Empathetic? Does joining an early-stage, high-growth startup with a world class culture excite you? 15Five has a unique opportunity to expand our Customer Support team. You will report to the Director of Customer Support and work cross-functionally with other revenue teammates.

    This role is full-time, 40 hours per week, Monday - Friday (9am - 5pm), and open to those who are based in the United States. 15Five is looking to hire someone to support PST and someone to support EST.

    What You'll Do 

    • You are the 15Five product expert for both customers and internal teammates 

    • Help clients and teammates via chat, email and real-time discussions using research, debugging, tools, processes, detailed error reporting, and documentation 

    • Troubleshoot tough customer issues that often deal with edge cases 

    • Observe and communicate opportunities to make our product & services better for our customers 

    • Author and update internal and customer-facing documentation 

    • Create issue tickets and manage customer expectations regarding technical issues 

    • Take initiative to improve the team’s practices, tools, and content 

    By the (3) Month Mark, You'll... 

    • Complete 15Five’s new-hire on-boarding and job-specific training for your role 

    • Gain clarity on expectations of your role and understand Best-Self Management 

    • Identify needs for your team and role and build out your OKRs for the quarter 

    • Start building the foundation of strong relationships with 15Five teammates 

    • Accurately answer 70% of Tier 1 customer issues via chat and email 

    • Meet Key Performance Indicators by having an initial response time of 10 minutes or less 

    • Meet Key Performance Indicators by having a customer satisfaction score of 96% or higher 

    By the (6) Month Mark, You'll... 

    • Deepen knowledge around the 15Five product, best practices, and research 

    • Deepen knowledge around troubleshooting within the 15Five product and backend systems 

    • Author Tier 1 customer facing technical documentation 

    • Contribute to the growth of our team by interviewing and training new Customer Support Representatives 

    • Answer 85 to 90 percent of Tier 1 tickets without assistance 

    • Be extremely comfortable working cross-functionally with other teams

    By the (12) Month Mark, You'll... 

    • Serve as a product expert internally and externally 

    • Troubleshoot a small percentage of Tier 2 issues 

    • Craft knowledge based articles, which contributes to the educational content provided to our users 

    • Discover your Zone of Genius and embody your Best-Self

    What You'll Bring 

    • 1+ year of experience in Customer Support, Project Management, or another client-facing role, preferably in a similar role at a startup with SaaS-based solutions 

    • Demonstrated success of handling a high volume of customer issues at a time 

    • Product-savviness and ability to quickly learn the detailed technical specifications of multiple features 

    • A team player mentality who collaborates effectively with cross-functional partners 

    • Demonstrated desire for continuous learning, improvement, and development 

    • Excellent verbal, written, and presentation skills 

    • Domain knowledge in the performance management space and previously partnering with HR/People Ops 

    Who You Are 

    • Problem Solver: You have experience finding elegant solutions to complex problems 

    • Self-accountable: You hold yourself responsible in driving your timelines while providing a delightful customer experience 

    • Empathic: Others compliment you for your high emotional intelligence and you go out of your way to ensure customers are heard 

    • Dynamic: You thrive in a fast-paced environment and are excited by change and ambiguity 

    • Self-motivated: You inspire the team by taking the initiative to own your performance and contributions to the team 

    • Growth-oriented: You embrace coaching and are able to apply feedback immediately to improve performance, and evolve personally and professionally 

  • 1 month ago

    #About Reedsy 

    We’re here to help authors find world-class professionals to create amazing books. Our curated marketplace gathers some of the best freelancers in the industry — the likes of Stephen King's designer, Neil Gaiman's editor or Walter Isaacson's publicist.

    We’ve grown to a community of 150,000 authors and over 1,500 freelancers in just a few short years, while picking up a number of industry awards along the way. Want to help us? Cool, keep reading!

    #Job Description 

    Your role is to grow Reedsy's supply of creative publishing professionals (editors, designers, marketers, publicists, ghostwriters, translators, etc.), build relationships and optimize conversion.

    You will: 

    • Offer customer support; 

    • Reach out to top creative professionals and present Reedsy to them; 

    • Contribute to curating our marketplace: Reedsy accepts 1-3% of all applications submitted by professionals in order to offer a high-quality service; 

    • Onboard new professionals to present Reedsy's product to them; 

    • Optimize the balance between supply and demand by crunching data and following KPIs; 

    • Build customer funnels (design emails and in-app messages) to reactivate users and introduce Reedsy's features to them.

    #Person Specification: 

    • Analytical mind 

    • Experience automating and scaling outreach 

    • Familiarity with Google Analytics and other analytics tools 

    • Great understanding of onboarding and conversion rate optimization (CRO) techniques 

    • Customer support experience (Intercom, Crisp, Zendesk, etc.) 

    • Entrepreneurial minded 

    • Strong writing skills 

    • Native-level English speaker

    #Bonus Points 

    • Previous experience working for a marketplace and/or in a creative industry 

    • A good dose of ambition, as well as a great sense of humour 

    • Fluent in French, Spanish or German

    #How to Apply 

    We currently receive over 30 applications every day and we won't spend any time on generic messages. If you'd like to stand out, make sure that 

    1) you've done some research about Reedsy and signed up to try the product; 

    2) you include a well-structured and **concise** message with your application explaining why you find Reedsy interesting and why you'd be a good fit. Show off but not too much :).

  • 1 month ago

    As part of our Community team, a Customer Support Specialist is the face of the company, embodying our core commitment to outstanding customer service. Duties include answering all inquiries from customers (via LibAnswers tickets or phone), escalating appropriately to Tier 2 support or Product Managers, and maintaining comprehensive and up-to-date knowledge of Springshare products and policies. Support Specialists also work with the Customer Support Manager and the rest of the team to communicate all trends and issues regarding current support conditions.

    Qualifications

    • Strong communication and investigation skills.

    • A healthy dose of curiosity.

    • Ability to understand our technology/software, learn quickly, and self-manage / learn on your own.

    • Knowledge of HTML and CSS.

    • Excellent organization and multi-tasking skills (like, really, really excellent!).

    • A sense of humor is a must!

    • Ability to work with and as part of a remote, distributed team.

    • Previous Admin level experience with our products strongly preferred.

    • Fluency in Spanish, French, JavaScript or another language (in addition to English) is a nice bonus, though not required.

    Location: New York, NY or Remote

  • Follow up boss (US only)
    1 month ago

    Who Is Follow Up Boss?

    • We’re a simple, sales-focused CRM for real estate teams (and we use our own product)

    • We’re a self-funded, profitable company started back in April of 2011

    • We’re a remote company with a mostly US-based team

    • We don’t just claim to be customer-centric - we live it: https://www.facebook.com/followupboss/reviews

    • Check out our video on how we work: https://www.followupboss.com/about/

    Why Work Here?

    • We’re a young, ambitious company who only answers to our customers

    • Opportunity to have a big impact on our growth and your career

    • No red tape or pointless meetings

    • Competitive base salary, health/dental insurance and 20 days paid holiday

    This Role Is For You If…

    • You would describe yourself as patient, empathetic and having a good sense of humour

    • You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long

    • Superb written and verbal skills (with a professional yet fun demeanor).

    • You consider yourself tech savvy and efficient with SaaS applications

    Your qualifications:

    • Self motivated and proactive mindset.

    • Remote work experience is considered an asset.

    • Based in the USA, quiet home office with fast internet.

    • Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).

    • We’re looking for a Product Support Expert to join our team to cover support 8 - 5 PM Fri-Tue CST.

    Your responsibilities will include: 

    • Answering incoming phone calls from customers to offer support

    • Answering support tickets to help customers and free trials (we use Help Scout)

    • On-boarding and setting up new accounts and winning them over from the get-go.

    • Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.

    • Advocating customers’ requests and needs across the entire company (we use Basecamp)

    • Educating about newly released features and functionality.

    • Contributing to our Help Center (help.followupboss.com)

    30 Day Targets:

    • Learn the Follow Up Boss software & product offerings to be effective in the position

    • Complete all position specific on-boarding tasks, setup, and initial training

    • Virtually meet all Follow Up Boss employees

    60 Day Targets:

    • Actively work in the ticket queue on a daily basis

    • Answer incoming calls and complete 3 training calls

    90 Day Targets:

    • Meet or exceed KPI expectations

    • Contribute at least 3 documents to the Help Center

    KPI’s:

    • Average Calls per Day

    • Average Tickets Per Day (conversations)

    • Three Help Articles Per Month (new or update)

    If this sounds like a great fit we would love to hear from you, drop us a line below.

  • Working at the intersection of hardware, software and molecular science, we are committed to enabling digital manufacturing. Our company is built on the idea that diverse fields of study must come together to solve intractable problems. We have grand ambitions to create technology that will influence industry around the world. You will be joining a diverse team with a vibrant culture, where team success is as important as celebrating individual contributions. Help us change the world and we will help you change yours. 

     The Customer Success and Service team works to ensure that customers love and can count on us and our products. We are held accountable to ensure customers are successful and their experience with Carbon is positive. Technical Support Specialists are the front-line contact for our customers, helping them through their issues and questions and escalating as needed. Tech Support Specialists will be expected to listen carefully, document thoroughly, escalate appropriately, and respond quickly to customer needs across a broad spectrum of industries. Carbon is a dynamic work environment, and Tech Support Specialists will need to be flexible and adapt to dynamic business with ever changing needs and priorities. 

    Role will be covering Europe and candidates must speak English, German and French fluently. 

    Responsibilities:

    • Provide first level technical assistance and support for incoming questions and issues

    • Answer the Tech Support phone line when customers call for help

    • Diligently respond to emails to the support email, in addition to reaching out based on proactive service triggers

    • Walk customers through troubleshooting process

    • Research questions using available information resources

    • Properly escalate unresolved issues to the next level of Carbon support

    • Follow up with customers, provide feedback and see problems through to resolution

    • Utilize excellent customer service skills and exceed customers’ expectations

    • Ensure proper recording, documentation and closure of all incidents

    • Recommend procedure modifications or improvements

    • Notice and inform management of trends or recurring problems

    • Continually grow your knowledge of tech support desk procedures, products and services

    Requirements:

    • Excellent customer-facing/interpersonal skills

    • Advanced troubleshooting and multi-tasking skills

    • Proven working experience in providing tech support desk support

    • Proven ability to manage multiple incidents at a time while paying strict attention to detail 

    • Strong organizational skills    

    • Excellent verbal and written communications skills, including over the phone

    • Excellent listening skills

    • Ability to be flexible with a dynamic, growing company

    • Ability to quickly and effectively understand CLIP technology

    • Fluent in English, German and French

    • 7-10 years technical service role

  • Zoomforth helps customers design and build beautiful no-code websites. Our software makes the complex simple and the boring beautiful. It's like Squarespace, but for professional communications.

    As a CSM here, you'll be responsible for both customer retention and business expansion. You'll achieve that by providing best-in-class support to our Fortune1000 customers to ensure they achieve their objectives in using our software. This is a role that requires exceptional presentation, networking and relationship-building skills, combined with a genuine passion for technology.

    Join a profitable growth-stage startup and work from anywhere you like. You’ll be joining an amazing team to support some of the most respected startups, agencies, and businesses in the world.

  • Ping Marketing (US timezones)
    1 month ago

    Location: Remote (ability to maintain CST hours).

    This is an exciting work-from-home role in a fast-paced tech environment working with the latest marketing tools and interacting with clients and co-workers extensively via video conference calls.

    ABOUT US

    Ping is a full-stack ISP marketing and advertising agency specializing in online media and customer acquisition. Our ISP clients’ first marketing priority is to generate leads. With innovative and groundbreaking tactics for deploying highly targeted digital ads, and utilizing the best platforms at the best cost, we craft messages to inspire prospects to learn more about our clients’ services or become a subscriber. We also monitor landing pages and funnels, engage in deep data analytics, and provide client sales teams with the training and coaching needed to close more qualified prospects, work with CRMs to document and track their sales process, and maximize results.

    KEY DELIVERABLES

    The Customer Service Professional will be responsible for ensuring the success of Ping’s clients as it pertains to the marketing services that we provide them. This is achieved through regular communication with our clients and coaching on how to utilize the tools and leads we provide. Key deliverables will include the following:

    1. Drive client success and satisfaction.

    ● Manage a book of business and achieve 90% “high” client satisfaction scores each quarter, including by:

    Acting as the main point of contact for Ping’s clients, meeting weekly to understand their needs, answer their questions, discuss progress against key marketing metrics (i.e. CTR, CPC, CPL, CPM, CPA etc), provide training, and build relationships; Efficiently communicating messages from the different departments at Ping to Ping’s clients; Regularly following up with clients regarding upcoming deadlines; Coaching clients on how to use the various platforms that we provide for them; Effectively on-boarding new clients onto our marketing program.

    2. Achieve client success metrics.

    ● Collaborate with team members to define, implement, and meet or exceed weekly, monthly, quarterly, and annual client success KPIs.

    ● Reduce average client onboarding time from 4 weeks to 3 weeks within 12 weeks of hire and to 2 weeks within 24 weeks of hire.

    ● Identify methods of reducing client churn rate by 10% over baseline (established on a 6 month basis) within 3 months of hire, and implement those methods within 6 months of hire.

    ● Create a client exit survey within 8 weeks of hire in order to identify reasons for client churn. Identify opportunities for improvement, come up with a plan to take advantage of those opportunities, and implement the same within 6 weeks of being identified.

    ● Come up with a system to measure and track client product adoption and establish a baseline within 12 weeks of hire. Increase that baseline by 10% within 21 weeks of hire.

    ● Upsell existing clients on new products and services, generating $500 per month on average.

    ● Obtain client referrals worth an average of $3,400 MRR each quarter.

    3. Embody the company’s culture and core values.

    ● Be an active thought partner to the CEO and senior leadership team in terms of customer success and relationship management.

    ● Bring a mindset of personal/professional development, continuous learning, and excellence to the virtual working environment each day.

    ● Demonstrate the company’s core values of maintaining a great work ethic while having fun, humanizing everything we do, having a passion for technology and learning, contributing to a professional, optimistic, and friendly culture, constant collaboration, and always generating leads.

    REQUIREMENTS

    ● 3+ years’ experience in marketing, advertising, sales, media buying (or related role). Ideally 3+ years’ experience in a CSR role in a digital marketing agency.

    ● Experience within the telecommunications industry is a plus.

    ● Outgoing and customer service-oriented.

    ● Professional polish and gravitas required to excel in a client-facing role.

    ● A clean, dedicated remote workspace that presents as a professional office environment during video calls.

    ● Ability to work 50 hours a week and be available 7am to 6pm CST Mon-Fri.

    ● High speed internet connection for video conferencing.

    ● Sufficient computing power to handle the software used as part of the job. (This job requires a desktop computer with at least two monitors and an HD (1080p+) webcam.

    ● An outside-the-box approach to problem solving.

    ● Positive attitude and solid work ethic.

    ● Demonstrable ability to work and communicate well with others and be respectful.

    ● A passion for learning and technology.

    NICE TO HAVES

    ● Associate’s or Bachelor’s Degree in Advertising, Marketing, Business (or related area).

    ● Experience with digital ads and re-targeting.

    ● Previous experience utilizing multiple CRMs.

    ● Previous experience training other people on the use of software tools.

    ● Ability to perform multiple tasks simultaneously.

  • 👋 About us

    We are a 35+ person team building tools that help thousands of businesses streamline their social media management.

    Recently listed as one of the "Best Software Companies in EMEA" and classified as a Leader in our category on G2, at Sendible, it’s our mission to help agencies work closely with their clients to breathe life into their brands using the power of social media.

    💡 The opportunity

    We are looking for a UK-based Support Representative to join our team in providing the best customer support in our category.

    We are a remote company, but to be properly trained for this role, you’ll need to be able to spend at least 3 months working full-time from our London-based HQ. 

    We are committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career.

    ✅ Things you’ll be doing... 

    • You’ll be responsible for providing delightful customer service and support via Zendesk and Live Chat for Sendible’s web and mobile apps.

    • You’ll help grow Sendible’s brand and reputation by ensuring that every customer interaction is a positive and memorable one.

    • You’ll help us answer questions, make some customer calls, create and edit help documentation, run screen-sharing sessions, and participate in our training webinars.

    • You’ll also have ample opportunities to introduce your own initiatives related to better supporting our customers and turning them into advocates. 

    • Deep technical knowledge of software development is not a prerequisite, however you should be well-versed in basic troubleshooting techniques to solve issues caused by most Internet Gremlins, especially those related to changes in social media platforms and third party APIs. The ability to think beyond clearing browser cache and cookies in order to troubleshoot the specific issue that’s reported is essential.

    • During training, you’ll be expected to be proactive in your process and learn quickly. Once fully up-to-speed (3 months), you’ll respond to 15 - 20 support tickets and chats per day.

    • Our customers expect the best level of troubleshooting and this is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load — you’ll get all the support and guidance you need along the way!

    🤝 About you...

    • We’re looking for people who love helping others, with the ability to make complicated situations painless and simple.  This means being a great problem-solver, knowing how to process and resolve issues quickly.

    • You should be a stellar communicator, even when you have to communicate less-than-stellar news. You should have highly tuned senses of compassion and empathy and a drive to constantly want to help customers and colleagues.

    • We have a low staff turnover rate — a large portion of the team has been at Sendible for 5+ years. But, your voice matters to us. We like hearing fresh perspectives and appreciate new viewpoints, so you should feel comfortable speaking up and not be afraid to drive change and challenge the status quo. If something sucks and can be done better, we want to hear!

    • You love supporting people. You understand that this isn’t a springboard into another area at Sendible. You want to be part of our support team for a while, and you’re excited to contribute to making Sendible the best social media management product for our customers. 

    • A big part of the role itself is supporting each other, so you should understand the value in prioritising relationships with your colleagues.

    • We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company.

    💻 Why work with us? 

    • Work from our London-based HQ initially with the ability to work remotely once you're fully trained.

    • 25 days paid holiday per year, plus one bonus day for your birthday

    • Profit sharing bonuses (if the company does well and you played a big part, you'll be rewarded)

    • Medical insurance after 1 year

    • Paid sabbatical after 5 years

    • We love learning! Take part in our book club and receive free books quarterly or use your £1000 learning allowance to develop your skills

    • Gain incredible experience building a truly successful, global SaaS company with a dedicated, small team where you can have a huge impact! 

    📨 How to get our attention when you apply

    • Introduce yourself to us as a colleague. Show us what your future could look like here! We value authenticity, so be yourself, be creative, and take your time with the application. 

    • There are no bonus points for being the first to submit!  Impersonal, cloned cover letters won’t do. 

    • Tell us why you want this particular job.  Tell us about:

    • Why you want to work in customer support.

    • Why you want to work at Sendible and not somewhere else.

    • A description of a great customer service/support experience you had recently, and what made it great.

    • A time you taught yourself a new skill to complete a job or project.

    • Then, pick 3 of the questions below and answer them like you would if you worked here:

    Does Sendible support publishing to Pinterest?

    What are examples of the types of content that can be posted directly to Instagram? What requires a push notification reminder?

    What's the difference between queues and regular scheduling within Sendible?

    What is Sendible's top feature request right now and why is it important to our users?

    What is Sendible's mission?

    So, if you want to join Shanaaz, Claire, Pete, Costa, Alexis, Sarunas, Heather, Anneliese and Coral in making our customers happy, please submit your application!

  • 1 month ago

    At Flickr, we take customer support seriously. This is an exciting opportunity to get in on the ground floor as Flickr starts its new journey as part of SmugMug. We’re looking for people that are located in either Austria, Netherlands or the UK who not only live and breathe good customer service, but also are passionate about building the foundational processes and policies that keep our members’ needs front and center. Our aim is to deliver an awesome experience in every customer interaction and "Always do right. This will gratify some people and astonish the rest." –Mark Twain

    We are knowledgeable, friendly, and compassionate humans who work from around the world to support Flickr photographers. Our support team (called Heroes) works closely and collaboratively with the QA, product, engineering, design, and marketing teams to ensure that issues affecting our customers are shared with those who can take action on them, and we advocate tirelessly for an improved user experience on Flickr. This is a remote role, and you will use tools like Kustomer, JIRA, Guru, Google Hangouts, and Slack in your day to day.

    You Will:

    • Maintain a positive, empathetic, and professional attitude toward customers at all times

    • Communicate with customers through email and social media

    • Respond promptly to customer inquiries and manage a large volume of conversations

    • Acknowledge and resolve customer complaints

    • Ensure customer satisfaction and provide professional customer support

    • Report bugs to the QA team

    • Identify trends and pain points and collaborate with team members on solutions

    You Have:

    • Fluent in spoken and written English 

    • A strong sense of empathy; you can meet people where they are

    • Excellent written and communication skills

    • Computer and tech savviness (Apple products helpful)

    • Previous online customer-service experience

    • A positive and service-oriented attitude

    • A focus on quality and attention to detail

    • Problem-solving capabilities

    • Organizational skills with the ability to manage numerous priorities at once

    • An ability to thrive in a fast-paced and sometimes high-pressure environment

    • Willingness to work independently and as part of a team

    Nice to Have:

    • Proficient in Spanish, German, Portuguese, French or Italian

    • Passion for photography

    • Flickr knowledge

    *Remote work applies to select Countries: Austria, Netherlands and UK

  • Swoogo (PST and/or APAC hours)
    1 month ago

    YOU: 

    The ideal candidate who has a few years of event industry experience and has successfully handled high volume technical support in previous roles. You’re looking for personal and professional growth with an organically growing event technology startup with a unique and deep history in the events world. You are proactive, love figuring out the details of customer issues like a nerdy Sherlock Holmes, are detail oriented and able to manage multiple tickets and requests at once. You are a team-player with an individualistic streak, and are the Bob Ross of Technical Support (no mistakes, just happy accidents!), and can work PST and/or APAC hours. 

    US: 

    A highly focused, fully-remote event marketing software startup. Our clients expect us to be an events industry thought leader, always on the edge of new ideas with an unconventional viewpoint (see what we did there?), and that’s what we expect from you. We’re Swoogo, pioneers of the event marketing frontier, and we’re looking for a master Customer Success Manager who is familiar with the Events Industry and Event Tech and can turn dreams into reality (or at least occasionally frustrated customers into super happy people).

    What you bring to the table:

    • 1-3 years Events Industry and Event Registration Technology experience (you should seriously understand the life of an event planner and the life cycle of an event!)

    • 1-3 software support experience

    • Knowledge of CRMs such as Hubspot and Salesforce

    • Basic HTML and CSS 

    • Proactive, positive attitude

    • Serious Multitasker

    • Able to learn and communicate new tech quickly

    • A love of evangelizing software and technology and a passion for helping customers

    What we bring to the table:

    • Training

    • Competitive Pay

    • 14 days PTO plus company holidays

    • Health Insurance

    • Remote office

    • Super-positive team culture with a smart and passionate team

    • Bi-annual all hands off site. We did Lisbon last year, Newport, RI this year. Ideas for the next one?

    • That warm glow you get when you successfully explain a complex issue to a customer and that little light-bulb goes on over their heads

  • Hi there! Thank you for your interest in our Customer Success Expert open position! We’d love to tell you about us and the CS Expert role, and find out together if you’d be a good fit for our team!

    Who we are

    Mozio is a start-up company, founded and headquartered in San Francisco, California. We are a team of ~70 talented professionals distributed around the globe.

    Our product is a search and booking engine for Ground Transportation.

    Our mission, you may ask? To facilitate sustainable travel, either to new places, or within cities, by making urban transportation more efficient. We want to help companies, travelers, urban dwellers navigate cities using the cheapest and most eco-friendly options.

    Job function

    A CS Expert’s main task is to build lasting relationships between Mozio and its customers and make sure their expectations are met and exceeded.

    Their duties and responsibilities include managing incoming calls, emails and chat messages from Customers, service Providers and Partners.

    The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

    What are our values?

    1) We communicate constantly with each other 

    2) We take ownership over all our assignments 

    3) We trust and rely on each other 

    4) We are creative and proactive 

    5) We learn from each mistake and capitalize our lessons learned

    Who are we looking for to staff this open position?

    We only hire top-performing individuals who care about being challenged and successful. 

    We trust they will be motivated by the inner drive to produce the best results, and will be proud of work well done.

    Here are some more characteristics of a successful CS Expert:

    • They are genuinely excited to help customers 

    • They provide accurate, valid and complete information by using the right methods/tools. They possess a high level of attention to detail 

    • They’re patient, empathetic, and passionately communicative 

    • They are natural problem-solvers. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints 

    • They put themselves in their customers’ shoes and advocate for them when necessary 

    • They are customer-focused and experts in adapting and responding to different types of characters. They are people-oriented 

    • They are skilled in multitasking, prioritizing, and managing time effectively 

    • They produce high-quality work 

    • Goals are not their destination but their starting point 

    • Their experience not only helps them succeed but also enrich the Company

    What's in it for me?

    First and most importantly, being part of an organization focused on bringing out the best in our team, and helping them grow and develop together with the Company. As a growing start-up company, we have plenty of career opportunities to offer!

    But also, as this is a remote, home-based, full-time position you’ll get to work from home or wherever in the world you want to. You can even travel the world while working with us! A salary in USD + unlimited vacations and equity are part of the compensation package. 

    The job is 5 days a week (during weekdays and/or weekends), 8hr per day+. You would be employed as a contractor.

    Technical Requirements for this role:

    Given that this position is fully remote, we need to make sure that your tech equipment will help you achieve your goals:

    • Laptop updated enough to support current web applications (ZenDesk, Google Suite, Slack, etc) 

    • Smartphone updated enough to support current mobile versions of the most used applications (Google Suite, Slack, etc) 

    • High speed wifi connection 

    • Backup computer 

    • Backup internet connection. In case your connection is down, you need to find an alternative place or connection to continue with your work

    If this description resonates with you, we’d love to receive your application and learn more about you!

  • Smartbnb is seeking to automate the management of the short-term rental industry.

    Our core product is currently helping short-term rentals businesses manage over 60,000 properties. We are a growing team of 12 people with plans to expand a lot in 2019 and 2020.

    Smartbnb is bootstrapped and profitable. We are interested in building a great, sound business for years to come.

    Our company is fully distributed and remote:

    • We believe and fully embrace that your best environment is wherever you personally feel the most productive and comfortable for day-to-day work.

    • We organize frequent meetups and retreats for the team to physically meet throughout the year. The last trips were to Lisbon, Paris, Prague, and Tenerife!

    Customer success with us

    • Our customers trust us for the critical infrastructure of their short-term rental business. This comes with a special responsibility to our customers.

    • We aim to offer them a white glove customer service experience, to help them reach their goals of financial and personal freedom.

    • We are already rated 9.6 /10 on Trustpilot and we very much intend to defend that score (it actually improved thanks to the customer service team's performance).

    • At the same time, your role within the company is also to advocate for customers, in direct relation with our product team (product manager, developers, designer).

    • You need to be able to qualify and identify bugs or usability problems and report them. This is important so that the development and design team can keep on improving the product.

    • Lastly, we are not looking for people that like to watch the action from afar.

    • We will absolutely welcome any input you may have and take ownership of side-projects that will help consolidate our business. This can be related to customer education, sales, marketing, business development and partnerships, or anything we have not thought about yet! The foundation is a deep understanding of our market, our product, and our customers.

    What you will do

    Day to day, you will:

    • talk to customers via live chat, email, video calls and social media, to address their challenges and issues, verify subscription status and payments, and upsell products and services.

    • educate users and customers about our product and pricing with a focus on empathy and building up a relationship.

    • investigate, qualify, troubleshoot the customers' technical and usability issues, and work in collaboration with our Engineering and Design team.

    • host 1:1 video product demos and support calls with users and customers, so as to educate them about the product by focusing on their business needs.

    • demonstrate strong problem-solving and research skills, with attention to detail, to address user issues.

    • demonstrate a superior level of technical understanding, as you will grow familiar with the actual engineering of the product and technologies and tools being used (such keywords include "machine learning", "gitlab", "queues", "MySQL").

    • establish the company as a positive force for our users' businesses and ecosystem.

    What you will need to succeed:

    • Does it feel like we are on to something? Here are some common traits that successful team members are demonstrating every day and that we are also looking into candidates.

    • A deeply human individual that is easy to relate to both the team and our customers . Someone that is okay with sharing vulnerabilities with a willingness to learn and overcome them.

    • At the same time, there will be no babysitting. As a remote and distributed company, we will trust you to determine your own schedule, find the best way to deliver your best work, and reach out to your team every time you need help and support.

    • You also will need to be a strong communicator. You won't be siloed, but you should be clear, rigorous and precise in your communication, and be confident to challenge ambiguity and ideas, wherever they come from.

    • This position is for people that are excited about technology, being part of an artificial intelligence startup and seek automate things to help humans be better!

    • You have a good memory! This position will require extensive product knowledge.

    • You are available soon! (immediately, or within a month).

    • You are a fluent or native English speaker. Other languages are very nice too!

    • You are based to serve American timezones during your own daytime hours.

    Brownie points: 🍰

    Let us know how many 🍰 you deserve:

    • You have experience working on a Saas product (that is for Software as a Service).

    • Strong emoji game: you’ve used 👌🙌🙇‍♂️🙇‍♀️ in some replies to customers!

    • You have experience with providing 1:1 demos over video calls with tools like Zoom, or delivered phone support on platforms like Aircall.

    What we offer:

    • Competitive salary, including the possibility of stock options.

    • Ample paid leave, in addition to maternity and paternity leave.

    • A great support structure: we are here for you.

    • You will work independently where you are most productive and happiest.

    • All the resources and tools that you need to succeed

    • Join a fast-growing startup and be part of the force that shapes the company in the years to come!

    We are solving global short-term rental automation. Are you in?

  • 1 month ago

    We are seeking a CSM to implement our solutions and manage ongoing customer engagement with health systems around the world. This role combines customer service, analytical and technical skills to deliver continued value to our customers. The role requires individuals who can identify customer needs and see around corners to anticipate what their customers will need next. In addition, the CSM will interact with all aspects of the company including sales, product management, data science, engineering and marketing.

    Responsibilities:

    • Consult with hospital clients to identify their most pressing operational needs and tailor Hospital IQ solutions to drive both immediate and long-term value

    • Plan and execute the deployment of the Hospital IQ solution through data collection, system setup, training, and rollout to maximize use of the solution

    • Understand, analyze and refine hospital policies and procedures to support the deployment of specific Hospital IQ features

    • Ensure timely delivery of software solutions by collaborating with internal and external teams to meet customer project milestones

    • Maintain a strong relationship with customers after an initial deployment through onsite visits, recurring business reviews and other general Q&A to further support their use of the solution

    • Engage in executive level discussions to communicate progress on key operational objectives

    • Identify new product needs as they arise and collaborate with product management and engineering to drive deployment of enhancements

    • Assist sales team with pre-sales activity, such as software demonstrations, as necessary

    Minimum Qualifications:

    • 4+ years in a consulting role

    • Strong analytical background with experience in Excel and PowerPoint

    • Experience presenting to executive level audience

    • Excellent organizational, time management and communication skills

    • Ability to self-manage and self-motivate within a remote work environment

    Preferred Qualifications:

    • Programming experience with languages such as Python and SQL

    • Industry expertise in healthcare / hospitals

    • Experience deploying complex IT solutions or managing the implementation of large projects

    Work Environment:

    • Office environment and remote options available

    • This role requires moderate travel (20%)

  • 1 month ago

    About Us

    Honeylove (honeylove.co) is a Y Combinator and venture capital-backed San Francisco fashion startup that designs and manufactures functional and stylish undergarments for women. In less than a year since the launch of our store in July 2018, the business is already generating over $1MM in sales per month. We are profitable and were chosen by Techcrunch as one of the top 10 companies from our Demo Day.

    The inspiration for Honeylove came from our founder’s background as a musician and live singer. Betsie Larkin has released tracks and toured with some of the top EDM artists, including Armin van Buuren, Ferry Corsten, Paul van Dyk, ATB, and others. She took a personal need for stage-worthy shapewear, and turned it into a solution that’s now serving women everywhere.

    About This Role

    We are experiencing tremendous growth and are in need of someone to lead our team of customer support agents. We get a lot of inbound questions pertaining to how our product works, as well as an ever-growing list of customers who need different sizes and assistance in tracking their orders. This may sound easy, but when it is done well it brings a level of ease to the customer and builds their trust for our brand.

    About You

    We are looking for someone who has led a team of customer support agents before, and ideally has helped build out a customer support department with everything that comes with it - recruiting a team, implementing process and software solutions, writing templates and macros, integrating all of this into our CRM, etc. We're also open to working with someone who can demonstrate a fast learning curve, and, if they don't have this specific work experience, will be able to get up to speed quickly.

    Desired Skills and Experience

    • 5 years of customer service experience

    • Experience in managing a team of customer support agents

    • Familiarity with best practices in workflows and software integrations

    • Customer orientation and ability to adapt/respond to different types of characters

    • Excellent communication and presentation skills

    • Ability to multi-task, prioritize and manage time effectively

    • College degree preferred, but exceptions will be made for the right candidates

    Honeylove is dedicated to creating better shapewear solutions for women that increase confidence and the ease of getting dressed and feeling great in your clothing. We are an inclusive brand and serve customers up to a size 3X. We believe beauty comes in all shapes and sizes, and pride ourselves on being a leader in the body positive movement.

    Culturally, we are open-minded, encouraging and are dedicated to opening doors towards greater learnings and upward mobility for our team members. Our offices are in downtown San Francisco. We are an equal opportunity employer and believe we are stronger when we are diverse.

  • 2 months ago

    We’re looking for a support team member who will help our clients and partners with their technical questions and integration. Your job will be to resolve requests via phone and email with the help of our manuals and the Development team (if necessary).

    You will have to be able to answer any incoming phone calls and chat requests immediately and incoming emails within a few hours.

    Requirements: 

    • Ideally, 3+ years of customer service experience. 

    • No specific tech support expertise is required, but experience with tech documentation (i.e. you can read and understand manuals) is a big advantage. 

    • Experience with digital advertising platforms (Facebook and Google ads, etc.) is a plus.

  • 2 months ago

    This is a full-time remote position.

    Are you solution driven, highly organized, ambitious and passionate about account management and social media? Do you have experience in running projects, a proactive attitude and thrive in a fast-moving environment? Then you may be our new Customer Success Manager! We are looking for a new member to join our Customer Success Team to manage a portfolio of our existing clients (some of the greatest brands out there!) and to help with the onboarding of new clients. This position is a great opportunity to grow your career in a new field!

    BrandBastion transforms the way brands deal with social engagement. Our proprietary technology automates the management of millions of social interactions every day, while maintaining the personal quality of one-on-one conversations. Our technology combining artificial intelligence, machine learning and human expertise runs in the background creating an open and free environment for discussions, offering blazing fast customer responses, escalations, protection from threats and real audience insights 24/7. We help brands to rise above the challenges of complex digital interactions, accurately, at scale and in real-time.

    In this role you will:

    • Take excellent care of our clients by providing dedicated support, data insights and customized reports

    • Collaborate with the sales team to help with client onboarding and upselling

    • Quickly help clients in resolving cases of social media crisis or resolving other types of issues they experience on social media

    • Independently manage and build processes and projects, improving our service offering and helping us scale things up in a rapid fashion

    • Manage a team of account coordinators and taking responsibility of training, on-boarding and the continuous personal growth of your individual team members

  • 2 months ago

    About VividCortex

    VividCortex is a groundbreaking database monitoring platform that gives developers and DBAs deep visibility into the database. Our solution is delivered as software-as-a-service and helps our customers see and analyze the work their databases are doing in unprecedented detail. It addresses critical issues in measuring and managing today's large, distributed, diverse storage tiers composed of multiple different clustered products, all working together.

    We have a fast-growing customer base of well-known companies, and a tremendous reputation in our market for delivering a high-quality, innovative solution for database performance problems that are common in thousands of enterprises. VividCortex is based in the Washington DC area, with offices in Arlington and Charlottesville, VA and remote team members in the US and abroad.

    At VividCortex, we believe diversity is strength. We encourage applicants from all walks of life and all backgrounds.

    About the Role

    VividCortex is looking for a Customer Success Engineer to help customers and prospects find immediate and sustained value in their use of VividCortex. You'll use your technical expertise to drive adoption of our product, increase customers' utilization, grow our renewal business, and help us expand our services. You'll serve as a “white glove concierge” resource for customers, providing actionable insights and recommendations.

    The position offers excellent benefits, a competitive base salary, and the opportunity for equity.  

    Responsibilities

    • Be the subject matter expert internally and externally for at least one database platform. Have in-depth knowledge of performance management and scalability to better support our product and customers.

    • Become and remain familiar with our customer base, their systems and applications, and their usage of VividCortex.

    • Broaden adoption of usage of our product among our customers' DBAs, Dev Team and Managers, using a data-driven approach you help design.

    • Routinely analyze customer’s usage of VividCortex and the health and status of their deployments. You'll present this info to our customers and prospects who are in a product trial.

    • Participate in the sales process as a product evangelist. You will serve as a technical expert on the product to illustrate how VividCortex solves customer pain points.

    • Develop methods of predicting account growth, success, and churn, and take action on accounts that might be at risk.

    • Collaborate with marketing, sales, and engineering to ensure that product and positioning needs, as well as other sales opportunities, are fed back to each team.

    • Attend industry and partner conferences, and speak/demo VividCortex to current and future customers. Activities may include speaking at conferences, conducting webinars, blogging and other customer-facing outlets. 

    • Work together with the engineering team and the front-end  and back-end engineering managers to implement, deliver, and drive adoption of product features.

    Preferred Qualifications

    • Experience as a database administrator, devops engineer, or operations.

    • Expertise in open source database management, with a particular preference for mastery of MongoDB, MySQL or PostgreSQL. Experience with Percona Server is a plus.

    • Fluent knowledge of Linux operating systems and cloud environments such as AWS.

    • Proficient in other application performance monitoring products, having used them on the job, so you can apply that to your work here. Experience with New Relic is plus.

    • Experience in client-facing roles where you've provided consulting services or customized tech solutions to clients.

    Bonus points if:

    • You have public speaking experience from conferences and giving trainings.

    • You have experience in data analysis and using SaaS success metrics.

    • You have a strong desire to help make life better for DBAs and engineers!

  • 2 months ago

    This position is remote, based in North America.

    Are you passionate about customers and motivated to continuously improve customer success engagement strategies and processes to optimize results for customers and accelerate growth for businesses? If so, you may be a great fit for our Customer Success Operations Manager.

    We're looking for an experienced Customer Success Operations Manager to support the Customer Success organization by building and optimizing our lifecycle management processes, systems and tools, and our enablement strategy and methods.  This requires collaboration with the customer success team (i.e., Solution Architects, Professional Services and Technical Account Managers (TAMs) as well as the broader organization (e.g., Marketing, Product, Sales, etc.). You must be extremely organized, analytical, and process-oriented.  You must be able to leverage your customer success operations knowledge to drive innovative solutions and optimize field effectiveness. You should be passionate about customer success and bring expertise in lifecycle management approaches and services operations for Enterprise, Mid-Market and SMB. This is a great opportunity to support a fast growing company where your responsibilities will increase exponentially with your ability.  The role will support the vision of Gitlab’s customer success leadership team and will report to our Director of Sales Operations.

    At GitLab, we are fundamentally changing the way our customers get their software to market by putting the entire DevOps lifecycle into a single application. With over 100,000 organizations using the product GitLab is one of the fastest growing companies in technology. Our customer success teams are responsible for ensuring that our customers are wildly successful in achieving their business outcomes with the GitLab product as they move to truly modern DevOps. We leverage a complete lifecycle engagement of planning, strategy, coaching, services and relationship building to ensure our customers exceed their goals and digitally transform with a world-class customer experience. We know that our customers trust GitLab to take their ideas all the way from plan to shipped product in production and we don’t take that responsibility lightly. We have an incredible existing, and rapidly growing, customer base, with a passionate, supportive open-source community and incredibly talented teams located in 40 countries focused on supporting them.

    Responsibilities

    • Build and optimize a company-wide customer success process in collaboration with the customer success team and broader GitLab organization

    • Develop and implement lifecycle processes, policies and metrics to support customer outcomes and business growth, defining the appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)

    • Develop methods, processes, systems and tools to appropriately support our customer segmentation models: enterprise, mid-market and SMB

    • Drive cross-functional programs and initiatives to support scaling of the business and integrate the customer success engagement processes with teams throughout GitLab (e.g., sales, marketing, product)

    • Lead the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation and telemetry

    • Curate content and playbooks to allow the team to more efficiently deliver customer outcomes

    • Create and coordinate key reporting for GitLab leadership team, partnering with the Customer Success analyst to provide reporting on customer adoption, sentiment and advocacy and business results (i.e., forecasts, renew, expand, churn)

    • Act as liaison to customer success enablement to drive training and enablement priorities, content and methods

    Requirements

    • BA/BS degree

    • 3 years of customer success experience

    • 5 years experience in program management and/or operations

    • Experience developing and improving processes and policies

    • Experience with customer management systems (e.g., Salesforce, Gainsight/Totango/Client Success/etc., digital marketing tools)

    • Strong analytical ability and able to prioritize multiple projects

    • Strong communication and collaboration skills

    • You share our values, and work in accordance with those values.

    • SaaS and B2B experience preferred

    • Experience with support and/or professional services a plus

    • Experience with agile/DevOps and/or SDLC process and/or tools is a plus

    Compensation

    To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

    Additional details about our process can be found on our hiring page.

    Remote-US
  • Xanpool is looking for Community Managers all over the world, with a passion for building, growing, and managing large local communities. You’ll join our young cryptocurrency onramp startup based in Singapore to work on the on and off ramping experience in your local region. You’ll play a huge role in spreading the adoption of cryptocurrency by making the buying and selling of them, using local currency, seamless.

    As a community manager, you will be the bridge between your local community, and the XanPool product team. To your community you’ll be the face of our company, while to the team you’ll be the voice of our users. You’ll be challenged for sure, being a small startup, you will probably have to wear multiple hats, and quickly learn random things specific to your local community. Overtime is certainly not a must, but expected when you have to get shit done. The upside for you would be a very favourable performance based incentive structure. And being able to work with the hardest and smartest people building unstoppable cryptocurrency infrastructure.

    Requirements:

    • Remote is fine. 

    • Part time is fine. 

    • Tech savvy. 

    • Experience with customer service, marketing, sales is a plus. 

    • Experience with project management is a huge plus. 

    • Familiarity with Bitcoin & cryptocurrency ecosystem is a HUGE plus.

  • 2 months ago

    FR/EN Customer Care Agent for Vacation Rental Software

    BookingSync is actively looking for a remotely-based customer care specialist to join our support team Channel Manager. The customer care specialist will be primarily responsible for responding to and solving customer support inquiries.

    We are looking for someone with the right mix of compassion, writing skills, and technical knowledge to get the job done. A proven experience in software support is mandatory to join our support team. Experience with Channel Manager Software or Vacation Rental Software is a huge plus.

    BookingSync is a distributed startup at the center of a constantly evolving vacation rental industry. As a company we hold a strong commitment to charity: a share of our profits will go to charitable works with humanitarian, social and ecological aims.

    Responsibilities: 

    • Help people use BookingSync and respond to inquiries in a timely, professional, friendly manner   

    • Build a community of support by sharing knowledge and insight amongst team members

    • Improve internal efficiency by proactively identifying opportunities to optimize processes and tools

    • Collaborate with our team members across the globe

    Qualifications:  

    • Fluent in written and verbal English and French—must be able to clearly and professionally communicate with customers and the BookingSync team. If you know additional languages, be sure to tell us!

    • Experience with Vacation Rental Software. Channel Manager is a plus.

    • Ability to understand technical concepts in the field of computer systems: inner processes of our platform, integration/synchronisation with partner's systems via API, etc.

    • Generally digitally-savvy: comfortable with Skype (chat, audio, screen sharing), emails, Slack, etc.

    • High attention to detail with a personalized touch

    • Ability to work independently from home with minimal direction and as part of a team

    • Must handle confidential information in a professional manner

    • Willing to work in a company aiming to help bigger causes—humanitarian, social and ecological projects 

    • Knowledge of the vacation rental, travel or tourism industries; desire to improve the vacation rental industry

    • Taste for adventure, entrepreneurship, curiosity, and strong motivation for this kind of activity

    • Preferably based in the Americas to cover corresponding time zones

    Sounds interesting? Contact us now!

  • Atlassian (Netherlands, UK, Germany, Turkey)
    2 months ago

    Job Description

    Customer support at Trello is different.

    To start with, we let our customers decide if they want to pay us or not. Seriously. If our customers are not amazingly happy, they get their money back with no questions asked. Our front line staff are empowered to make our customers happy. Usually, it means tapping a broad range of resources, whether that’s making sure you have all the right software, or working directly with an engineer to troubleshoot a case. You’ll have what you need to get the job done.

    You will not be glued to the queue. Sure, we need to get back to customers via email—that will always be there—but support is so much more than grinding through an inbox. This is a real problem-solving job. You’ll have an incredible amount of autonomy in determining how best to contribute your talents and skills to Trello. Think a short video will help customers get started? Make it. Want to write a script to help a customer with the API? Go for it. There’s plenty of room for creativity and technical exploration when it comes to better serving our customers.

    The other side of support is working with the other teams at Trello. All of our teams—engineering, marketing, sales, etc—benefit from support's role in working directly with customers. It will be your job to figure out how we can serve them as effectively as possible. This is no small task, especially when communication is happening asynchronously across time zones. For example, when working with the engineering team, you need to know when a bug can stay under the radar versus when you should sound the alarm.

    Additionally, Atlassian is a terrific place to work. Great products and a fantastic reputation in business and tech have brought in customers globally, including NASA, Sony, and the United Nations. With offices in Sydney, San Francisco, Austin, Amsterdam, and remote folks all over we are growing really fast and are full of opportunities!

    The Trello Support Engineer can be located in any of the following countries: Netherlands, UK, Germany, Turkey. This is a fully remote position.

    Job summary

    We don’t want people to just use Trello, we want them to love it. We’re looking to add a person to our support team who is friendly, helpful, and already loves Trello. Your top priority will be to transform our users into super-fans.

    You’ll do this by:

    • Troubleshooting and answering their questions via email and social media

    • Configuring and troubleshooting SAML-based SSO setups with Trello Enterprise customers, both by email and over the phone when necessary

    • Relaying insights from customers on to our product team

    • Providing service status updates via our StatusPage and social media

    • Crafting documentation and other support materials that empower users to serve themselves

    We use a variety of tools to ensure fluid communication between our customers, support, and the product team. These include email, social media, written documentation, video, internal chat, and Trello itself. Your ability to listen to customers, identify common themes, and communicate clearly will be incredibly valuable to our users and our team.

    More about you

    We’re believe a great candidate can hit that sweet spot between a technical and a customer facing role. You have a drive to learn new technologies and are responsible for owning customer issues until resolution. You're a great fit if you have top notch written and verbal communication skills, along with a comfort communicating with customers. You have basic Operation Systems knowledge (Mac and Windows), familiarity with reading console errors, and a Bachelor's Degree in Computer Science or equivalent demonstrated experience.

    Requirements

    • Knowledge of Trello and passion for the product

    • Previous experience providing email support as a primary job responsibility. You've done full-time professional email-based support before.

    • Experience with Enterprise-grade SAML configuration and/or troubleshooting, or equivalent technical experience in that area

    • Basic understanding of HTML, CSS, and Javascript

    • The ability to communicate clearly and positively through written and spoken English

    • A broad creative or technical curiosity

    • Two-year commitment to working in support at Trello.

    • Comfort working independently—in some cases you will be the only team member working, based on timezone. You’ll work within the standard working hours of your timezone.

    One or more of the following skills would also contribute to your role on the support team:

    • Strong writing skills

    • Experience working remotely, or on a heavily-remote team

    • Programming experience in any language

    • Fluency in languages in addition to English

    More about our team

    We are a different kind of software company: one that listens to client needs, values innovation and solves customer problems with brilliant simplicity. If you start your career with Atlassian, you'll have a direct impact on millions of users, fast! You won't get frustrated with bureaucracy or slow decision making, because we encourage innovative thinking. We don't just want to know your opinions, we want to see your ideas in action. We hire great people and then trust them to be great. Keyword: TRUST.

    More about our benefits

    Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

  • WP Buffs is the very best 24/7 technical support partner for any individual, business or organization with a WordPress website. Building strong and long-lasting relationships with our customers is our highest priority. We're looking to add A players to our team who are obsessed with making customers and partners happy, being a core member of an ambitious team and a creating a digital world filled with magnificent WordPress websites. If this sounds like you, read on!

    Mission

    Your mission, should you choose to accept it, is to make WordPress headache-free for all WP Buffs customers and partners and turn our customers, partners and the entire WordPress space into raving WP Buffs fans!

    Technical skills

    This job requires a strong foundation in WordPress. You don't need to be a highly technical developer but you do need to deeply know your way around the WordPress dashboard and have enough technical knowledge to manage a team of highly-technical maintenance engineers.

    Knowing the WordPress dashboard deeply and having a strong grasp on the WordPress ecosystem are a great start. Experience with PHP, JavaScript, HTML, CSS and hosting dashboard experience are even better, although not required. Rest assured, we'll fully test and vet your skills during the interview process.

    We need desk managers who are brilliant support specialists. You can push our team to tackle technical challenges and work alongside others to delight customers and partners.

    Required experience

    • Customer-facing support

    • Optimizing reply & resolution times

    • Managing our support systems and processes

    Preferred experience

    • PHP, JavaScript, HTML, CSS and hosting dashboard experience

    • Git

    • Caldera Forms

    • Gravity Forms

    • Beaver Builder

    • Elementor

    • ManageWP

    If you're confident in your WordPress and support skills, you'll fit well into our already talented team!

    Outcomes

    As a Happiness Buff, you are fully responsible for making sure our team achieves the following outcomes.

    • Ensure a first response time of less than 2 hours and resolution time of less than 24 hours for all tickets.

    • Work with the team in the #tickethelp Slack channel and notes our ticketing system to find a solution for any WordPress issue so that no ticket remains unsolved within 24 hours.

    • Communicate efficiently and simply with customers in fluent and error-free English written communication and resolve all tickets in 3 or fewer replies.

    • Always work towards 0 tickets left in the desk and 0 tasks in projects.

    • Be an active participant in the company culture by being present and communicating with the team in Slack throughout the day.

    • Develop robust knowledge bases, one for customers detailing how to use WordPress and one for our internal team detailing and fully systemizing all aspects of support.

    • Make sure that Technical Buffs are fully documenting every action taken on every ticket (website changes, hosting adjustments, etc).

    • Escalate all account-related tickets to Head of Customer Success with a first response time of less than 2 hours.

    If this sounds like your cup of tea, you might be a good fit on our team!

    Competencies

    It's not just technical support skills you need to be a Buff. It's the right attitude with which you come to work with every day.

    • Practice radical transparency

    • Make decisions and own them

    • Take customer-focused action

    • Deliver exceptional results on-time

    • Double check all work for completeness and correctness

    • Lead by example

    • Always have the backs of other Buffs

    • Work full days during your shift

    • Maintain regular communication with people you're managing

    • Don't criticize, condemn or complain

    • Give honest and sincere appreciation and feedback

    • Arouse in the other people an eager want

    • Hold everybody to high standards, including ourselves

    • If you're confident you can live and breath these values, you'll be a good fit for our team!

    Tools we use

    You can read about all the tools we use here at WP Buffs. You may not have to be able to use all of them, but you should already know or be prepared to learn to use any tools required for your position: The SaaS Tools We Use to Run WP Buffs

    The other stuff

    If you missed our team values, more about what we look for in any new hire or more details about our company perks, check out our main hiring page.

    Compensation

    Salary for this position is completely dependent on your experience, location, technical skills, how well you can help us tackle the outcomes for this position and the competencies you can display as a member of this team. This is something we're happy to discuss once you've gotten further along in the application process.

  • 2 months ago

    Tackle.io helps enterprise software companies take advantage of the Amazon Marketplace. We have done work for amazing software companies like New Relic, Cyberark, Pagerduty, Druva and many others. We can get you listed fast to enable streamlined procurement and new channels for revenue. Our software also enables downstream integration into corporate systems like Salesforce and advanced revenue reporting to make running your business with the Marketplace a breeze. Software vendors focus on their clients and software, we focus on Amazon, everyone wins.

    Your Day

    • Provide immediate on-boarding activities for customers following their purchase of Tackle

    • Own overall relationship with assigned clients, which include: increasing adoption, ensuring retention, and satisfaction

    • Work with clients to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals

    • Measure and monitor customers achievement of critical and key performance indicators, reporting both internally to Tackle account stakeholders and externally to Customer Sponsors and Executives

    • Establish regular cadence (weekly, Monthly, Quarterly) with each assigned clients, to review health metrics

    • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our solution and services

    • Work to identify and/or develop up-sell opportunities

    Desired Skills & Experience

    • Experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions

    • Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention

    • Exception verbal, written, organizational, presentation, and communications skills

    • Strong team player but self starter

    • B.Sc. in Computer Science or equivalent experience

    • Project management experience & skills

    Please send your cover letter and resume to [email protected] to apply!

  • 2 months ago

    Bonfire.com is transforming the way people buy and sell high ­quality custom apparel. As a leading fundraising site, we’ve helped thousands of causes and organizations raise millions of dollars by selling their own shirts.

    We are a young, agile startup based in Richmond, VA growing by leaps and bounds.

    We’re looking for an outstanding personality to join our Customer Success Team to help advance our goal of providing the most human—and most helpful—customer experience possible.  

    This is a full-time, US-based position with a Saturday – Wednesday schedule (Thu/Fri off). You may be in-office or remote.

    Role:

    • Email customers. A lot. This is our primary medium for solving customer issues and where you’d be spending the majority of your time

    • Live chat. When customers need something fast, they need us to be available.

    • Phone support. While we are too small of a team to take calls for everyone, if someone asks we will make a way. 

    Responsibilities

    • Coach customers on our platform

    • Reach out to potential customers and educate them on Bonfire’s value

    • Consult customers on best practices

    • Provide t-shirt design help and concepting

    • Identify customer trends to supply our Product and Dev teams with feature requests and bug reports

    • Advocate for a world-class customer experience in cross-functional team meetings

    Requirements:

    • Excellent written and verbal communication skills

    • Creative problem-solving abilities

    • Commitment to lifelong learning

    • The ability to work in a fast-paced, challenging environment

    • The desire to meet and exceed measurable performance metrics

    • Customer service experience

    • A relentless commitment to empathy

    • The ability to work quickly, efficiently, and under pressure

    • Attention to detail

    • Results-oriented mindset

    Bonus skills & attributes:

    • Previous experience working remotely

    • Background in design or art (esp. Adobe Creative Suite)

    • Experience at a tech company or startup

    You’re in good company (with a good company). We offer:

    • Unlimited PTO/vacation

    • The ability to work remotely some or all of the time

    • Excellent insurance benefits including: health, dental, HSA, and 401k plan

    • An amazing workplace culture

    • The option to work holidays for overtime pay

    • The chance to make a real impact on the company’s growth and history

    • An opportunity to help make a difference in thousands of people’s lives

    • An environment to grow your skills, learn new technologies and tools, and to challenge yourself (while having fun)