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Customer Support (44)

  • We are looking for an exceptional Enterprise Customer Success Manager to join the Customer Success Team where you will be responsible for the success and long-term growth of our customers across the commercial and enterprise segments of the business. In this role, you will be the key point of contact for our customers, helping to ensure they maximize the value they receive from our solutions and cultivating a successful long-term partnership. You will ensure we are actively partnering with our customers to develop a deep understanding of their business, their unique challenges, and the required outcomes to be successful. You will be a challenger, a partner, an advocate, and the voice for them across our company.

    The Enterprise Customer Success Manager role is a perfect role for someone who has some technical expertise, loves talking to customers, has a solid commercial foundation with a talent for developing and executing strategic plans to drive adoption, retention, and growth. This role will manage a diverse book of customers ranging in industries and deployment types with strategic, focused efforts on developing a deep understanding of your customers’ unique business challenges and ensuring their investment in our products are providing a real, meaningful business impact for them.

    About Customer Success at CircleCI

    The Customer Success Team at CircleCI plays a pivotal role with our customers. The team is responsible for ensuring customers are recognizing value from our platform, and helping to identify ways we can help a customer solve business problems. You’ll cultivate and grow a portfolio of existing clients and act as a trusted advisor and ambassador for CircleCI.

    In terms of growth, we strongly believe in the continued development of each new hire. In joining the Customer Success Team, you’ll join a community that believes in development and promotion from within and as a rapidly expanding business, there are a lot of opportunities for progression.

    About CircleCI

    CircleCI is the best platform for software teams looking to rapidly build quality projects, at scale. Our intelligent continuous integration and delivery tools are simple yet powerful. Our aim is to provide the wisdom of a connected development ecosystem to every team member making technology decisions.

    We run 12M+ builds a month on our platform for companies like Spotify, Kickstarter, Sony, and Coinbase. Over 25,000 organizations and 300,000 developers actively build, test, and deploy on CircleCI. We’ve raised $59.5M in venture capital from Industry Ventures, Top Tier Capital, Scale Venture Partners, DFJ, Harrison Metal Capital, and Baseline Ventures.

    Responsibilities:

    • Own the gross and net retention of your assigned book of business, by driving the annual renewals and ensuring your month-to-month customers continue to appreciate the value we deliver and grow their use of the product

    • Drive the adoption and growth of CircleCI with an assigned customer base in your territory, with a focus on providing insights and information that will aid the customer in their experience with CircleCI

    • Understand the technical and business challenges of our customers and advise them on how to best use the CircleCI solution. Customer activities will include establishing and maintaining broad customer relationships, monitoring product usage and adoption, reviewing and taking proactive measures to maintain customer health

    • Partner with your counterparts in Sales and Customer Engineering to develop and execute strategic account plans

    • Connect with customers via weekly/monthly meetings and regular business reviews, both in-person and via video conference to continue to better understand your customers and partner with them to solve problems, develop goals, and identify trends

    • Be the voice of the customer as you partner with engineering, marketing, product, and sales to deliver best-in-class customer experience

    • Identify growth opportunities and work with the Sales teams to engage accounts and ultimately enter into a greater evaluation of the CircleCI solution

    • Partner with internal teams to manage new users, ensure onboarding and technical success alongside our engagement managers and success engineers

    • Monitor usage to identify and manage renewals, risks and downgrades. Grow customer accounts over time and work to ensure customer renewals at scale

    • Identify at-risk customers and help them get on track

    Requirements:

    • 4-6 years B2B SaaS customer success, or account management experience in a customer facing role

    • Track record of achieving and exceeding renewal, retention, and growth targets

    • Demonstrated ability to work independently and “own” your book of business

    • Excellent written and verbal communication skills

    • Strong time management with the ability to balance multiple deliverables while working in a high volume environment

    • Technical mindset and passion to learn about software development, cloud environments, and interacting with developers

    • Growth mindset, intellectually curious and ambitious with innovative ideas to inspire customer loyalty and adoption

    • Experience with tools such as Salesforce, Gainsight, Outreach, and Zendesk. Savvy with navigating multiple systems and data analysis.

    • Ability to manage and maintain a high value book of customers

    • Startup SaaS experience a must

    Other Desirable Qualities:

    • Proactive mindset to drive conversations and relationships forward with a technical base of users and buyers

    • Act as a strategic consultant with a Challenger mentality

    • Experience working remotely or in a satellite office

  • 3 days ago

    Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 50 countries. With the success of our flagship product, Coinbase Consumer, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are now proud to offer an entire suite of products that make accessing cryptocurrencies easy and secure, in addition to new products that operate at the frontiers of crypto and blockchain.

    As a Customer Support Analyst II, you’ll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. At Coinbase we have a high hiring bar and we’re determined to create a productive, progressive, inclusive place to work. If you’re looking to work for a mission-driven, employee first organization, please apply today.

    What you’ll be doing:

    • Responsible for providing support for Coinbase customers by investigating, troubleshooting and resolving cases across multiple channels (voice, email, social and/or chat).

    • Manage, prioritize and respond to Tier 2 and/or 3 issues, inquiries and escalations.

    • Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.

    • Participate in an on-call rotation to handle hi-priority queues and provide daily handovers to global operational teams.

    • Document updates and changes to new and existing processes, training decks and flowcharts.

    • Collaborate with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities.

    • Train and mentor support analysts and vendor agent teams in onshore and offshore locations.

    • Utilize an in-depth understanding of metrics in order to analyze and report on trends, issues, and bugs.

    • Provide insights, suggestions and feedback to managers and leads.

    • Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.

    What we look for in you:

    • Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base.

    • Must work business hours in one of the following shifts:

    • Morning shift: 6:00 A.M. - 3:00 P.M.

    • Mid-morning shift: 9:00 A.M. - 6:00 P.M.

    • Afternoon shift: 4:00 P.M. - 12:00 A.M.

    • Minimum of 3 years of relevant experience, preferably in financial services, technology and/or customer support.

    • Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.

    • Travel requirements up to 15% to Coinbase offices and vendor locations (depending on business need).

    Nice to haves:

    • Experience with payments, fraud, account access, trust and safety or other relevant operational domains.

    • Exposure to different channels of support, including voice, email, social and/or chat.

    • Availability to work on weekends.

    • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.

    • Proficiency in another language (non-English).

  • 4 days 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)

  • We're seeking an experienced, high level customer success champion to provide account executive services to users of our highly successful SaaS utility. This isn't your typical "customer service" position! You'll be joining a small, tight-knit, and highly committed team that's passionate about helping customers to reach their business goals using our product. Most of this will be done using intercom and salesmachine for communication and zoom to provide screen sharing demos.

    Responsibilities

    • Respond to customers inquiries via Intercom

    • Perform one on one screen share demos

    • Run training sessions for new accounts

    • Conduct webinars for B2B customers

    • Perform account setup and similar "account executive" type functions

    • Reach out to low performing accounts to reduce churn

    • Increase onboarded and active accounts

    Experience Required

    • 3+ years in a similar customer success or technical support role for a SaaS

    • Moderate to advanced understanding of SEO / Digital Marketing

    • Basic understanding of all common digital marketing channels (Adwords, FB Ads, Google Analytics, Social Media etc)

    • Advanced written communication skills

    • College degree (bonus)

    • Experience running your own website (bonus)

    Salary

    • $55,000 CAD

    Benefits

    • 100% remote position

    • 3 weeks vacation

    • Profit sharing

    • Full benefits

    • Frequent promotions

    • Fun working dynamic

    • Annual company retreats

    • Unlimited personal days

    • Autonomy and flexibility

  • Getting together with real people in real life makes powerful things happen.  Side hustles become careers, ideas become movements, and chance encounters become lifelong connections. Meetup brings people together to create thriving communities. Show up. Change lives.

    Meetup’s Customer Experience team is a diverse, creative group that knows every nook and cranny of Meetup, and they use that knowledge to support Meetup organizers and members around the world. To keep the Meetup ecosystem humming, the team trades thousands of emails with customers each month: they answer questions, offer advice, hunt down bugs, and reinforce Meetup’s Community Guidelines. They welcome new Meetup groups to the platform, assess member reports, and act as the voice of the Meetup customer within the company.  We are a large, passionate, and ambitious group.

    The Integrity team is the “trust and safety” arm of Meetup’s Customer Experience team, tasked with ensuring that the platform is safe and enjoyable for millions of organizers and members by monitoring and detecting risks and mediating disputes through a combination of automated systems and human review.  We are looking for an experienced senior trust and safety leader to own the strategy and day-to-day operations, serve as a key driver of vision, purpose, and continuous improvement within the Integrity team. The Senior Manager will partner with internal stakeholders to evolve and enforce policies that improve the quality of the Meetup community and customer experience.  This is a significant leadership role responsible for driving results and leading a team of managers and Integrity specialists, increase team efficiency and continuously improve the customer experience. This role will be in New York and report to our Director of Customer Experience.

    What you’ll get to do in this role:

    • Provide critical leadership in team handling of time-sensitive and escalated trust and safety issues across the Meetup platform:  legal, privacy, and policy escalations. Lead Meetup’s response to claims of abuse, fraud disputes, and security threats.

    • Develop and continuously evolve policies that are clear, intuitive, and aligned with the company’s goals to address platform risks, moderate user-generated content, and maintain superior regulatory compliance.

    • Design and implement policies, procedures, and tools to help identify bad actors on the platform and minimize any associated disruptions to other users.

    • Create and conduct legal escalation training for the team, including workflows for general legal questions, reports of criminal activity, intellectual property infringement escalations, civil and government information requests, etc.

    • Take ownership of delivering high-quality, fast support by ensuring consistent SLA delivery through effective scheduling and staffing practices, quality assurance monitoring, and performance management.  

    • Work collaboratively with other Meetup teams including customer support, legal, product managers, design, UX, engineering, etc. to identify critical trust and safety issues and develop effective, sustaining solutions.

    • Monitor team performance, identify team and individual accomplishments and improvement opportunities, mentor direct reports and foster professional development of the team.  

    • Own the management of large-scale trust and safety initiatives and ensure project and resource alignment with departmental and company goals.  

    • Proactive research of industry trends and standards to help anticipate policy issues and ensure that Meetup is ahead of the curve and our brand and members are protected.

    • Hire, retain, and develop top talent and create and foster a healthy team culture.

    • Inspire and motivate the Integrity team to drive results and help one another succeed.

    • Act as a subject matter expert to the company in advising and advocating on matters related to keeping our customers safe and in line with industry standards.

    What makes you perfect for this role:

    • Relevant BA/BS degree or greater (master’s degree a plus).

    • 5+ years of people management experience.

    • You’re considered an expert in the realm of trust and safety operations, have a passion for privacy and risk management, and have demonstrated experience helping teams adopt best practices, mitigate spam, handle NSFW content.  

    • Familiarity with US and EU regulations, GDPR, and a general understanding of other international policy and compliance issues as it pertains to the Meetup business model.

    • You’re a critical thinker, capable of breaking down and solving complex problems.

    • You have extraordinary communication and interpersonal skills.

    • Ability to influence multiple stakeholders at various levels and across disciplines.

    • You’re adaptable and resilient in nature, with the ability to quickly pivot - and bring your team along for the ride - as our strategies and business plans evolve.

    • Ability to navigate large data sets to identify issues, trends, and make improvements

    • Experience with SQL, Looker, and third-party spam enforcement tools.

    Our team is bold, supportive, and passionate about bringing people together IRL to create community for everyone. We care about moving fast, real-world change, and building diverse, dynamic teams.  You in?

  • 1 week ago

    Hi, I'm Gašper, the project lead at Niteo, a remote-first SaaS company with team members from Slovenia, Romania, Ukraine, India, and the Philippines. We live and breathe Open Source: you can read about how we work in our public Handbook and on our blog.

    Our main project is a fully automated WordPress hosting platform. We're growing fast and we're looking to add more people to our support department.

    And that's where you come in!

    We're looking for someone who knows WordPress well, is patient, knows how to follow instructions, and has good attention to detail so the customer questions get replied accurately.

    Why work with us?

    You will be regarded as a responsible and reliable adult. We put a lot of trust in you and give you the autonomy to do your job the best you can. You receive the training you need to do the job, then we set your goals and define your tasks together. After that, you plan and organize yourself. You set your own work schedule. You work on days you want to and from where you want to. You tell us when you go on a vacation and for how long.

    In the end, you are judged on your results and how well you work with your peers. If you need someone to always tell you what to do and how to do it, then it's best you find something else.

    Requirements

    What we're expecting:

    • Ample WordPress experience: We're hosting tens of thousands of WordPress blogs, and as such, encounter a vast variety of plugins and themes that sometimes don't work well together.

    • Fluent in English: we are from around the globe and all our communication is in English.

    • Eagerness to learn: we're a nimble team and you'll have to learn completely new things a couple of times every year.

    • Attention to detail: there will be a lot of unclear tickets. You'll need to understand clearly what's being requested and not just guess.

    • Excellent customer support skills: able to handle irate customers with empathy and quick thinking.

    BENEFITS 

    What you get in return:

    • 22 days of paid vacation per year, paid overtime, paid sick leave.

    • Competitive pay as per our Salary System with quarterly profit sharing among employees and other benefits.

    • Paid conferences, courses, books, and gadgets.

    • Lots of growth opportunities.

    • Friendly coworkers from whom you'll learn a ton and who are all great people.

    Read more about our benefits on our Careers page and in our Handbook.

    TIMEZONES

    We have recently decided that, as a team, we want our colleagues to be stationed in UTC and earlier timezones. The reason is, we already have people in Asia, and we have all-hands meetings twice a week. They are only up to 15 minutes long, but we wouldn't want to force people to get up in the middle of the night to attend, or to stay up very late. Hence, we decided that it's best for everyone if we limit ourselves to hiring in European and Asian timezones.

  • Pitch, a new company from the makers of Wunderlist, is seeking a customer experience specialist and community builder to join our team in Berlin. We are building a cross-platform presentation tool and are looking for the person who will set the foundation of a delightful experience through personal interactions that enable our users to get to know and love our product and brand, ultimately building a thriving community of people who collaborate around presentations

    Who we are looking for

    • You place customer experience at the top of your mission

    • You thrive on day-to-day interactions with users, problem solving and bringing their feedback constructively into the company

    • You are comfortable moving between the day-to-day of frontline customer support and developing the bigger picture of strategy, infrastructure and a customer-centric culture

    • You are well experienced with running social media support for a major tech company with a good understanding of all the relevant tools, KPIs and processes

    • You constantly demonstrate creativity and are always coming up with new ideas to engage and support customers

    • You're a SaaS nerd, always trying out the latest tools and have experience with software like Intercom, Zendesk, Loom, Buffer

    • You've run communities and customer support at scale for a relevant tech company

    • You are a fluent English speaker (bonus points for another European language)

    • Bonus: You have experience running international influencer / ambassador programs

    What you'll do

    • Set and maintain high standards for our level of customer support and user interaction

    • Perform 1-1 user onboarding calls and build long-term relationships with our users

    • Work with the rest of the team to provide fast, effective solutions to customer problems

    • Thoughtfully position Pitch in user interactions, showcasing benefits and features at the right time to help people get the most out the product

    • Implement and manage the tech stack for our CS delivery inc. live chat, email, social media

    • Work with our content team to bring creative campaigns to life through social

    • Create a culture of inclusion, service and fun within our early community of users

    • Work on projects to grow and develop our community through managing social media channels, community forums and 1-1 interactions with our users and potential users

    • Uncovering what our community of users really need from Pitch and being the internal voice of the customer with our product and marketing teams

    Sound good? Impress us with your ideas and plan to build and grow the Pitch community.  We look forward to hearing from you!

  • We are: Shogun, a page builder and optimization platform for eCommerce stores. We have thousands of active users, and we’re backed by some awesome investors, including Y Combinator.

    We are looking to add a Technical Support and QA Engineer to our team! You'll work with customers to identify and resolve front-end issues they're experiencing with their pages. You'll also assist our Engineering team with testing feature updates and bug fixes. This cross-team role is ideal for a front-end web developer with an eye for troubleshooting.

    Responsibilities: 

    • User Interaction: Communicate with users to understand the issues they're experiencing, and provide updates in a friendly & timely manner. 

    • Maintaining Coverage: Help our support team and users by covering certain “time blocks” during which you will be monitoring live chat and email for when our users write in to report technical issues. 

    • Troubleshooting: Diagnose users' front-end technical issues. Identify potential conflicts from themes or other apps and provide fixes to resolve them when possible. Escalate potential bugs and back-end issues for our Engineering team to resolve. 

    • QA Testing: Assist our Engineering team with testing feature updates and bug fixes before they are released. Test for expected behavior, responsiveness, cross-browser support, and backwards compatibility. 

    • Collaboration: Work with the Support team to communicate known bugs, brainstorm difficult issues, and handle technical issues escalated by our general support specialists. Work with the Engineering team to report found bugs and participate with the QA process.

    Requirements: 

    • 4+ years of experience HTML, CSS3, JavaScript/jQuery, and Liquid. Solid grasp of responsive web design (RWD). 

    • 2+ years of experience doing customer/client support for a USA based tech company, ideally a software company. 

    • Excellent communication and writing skills. Absolute fluency in English is required 

    • Have a great attitude and desire to help people & solve problems :) 

    • Flexibility with working potentially odd hours on a set schedule 

    • Shopify experience is a big plus, especially theme modifications! 

    • Experience building a website with Wix, Squarespace, WordPress, Weebly, etc. is great!

    NOTE: This position is for a full time remote contractor position. We have a fully distributed global team.

  • We are looking for a Customer Success Engineer to help our customers in utilizing Aiven managed Open Source services. Aiven is looking for customer success engineers in USA (Boston), European Union (Helsinki or remote), and the Asia Pacific region.

    An ideal candidate will be passionate about (open source) technology and genuinely want to help customers, both in a pre and post sales capacity, succeed. Aiven is looking for candidates with demonstrable experience in the following areas that will be required in the day-to-day job:

    • (Aiven services: Apache Kafka, Apache Cassandra, PostgreSQL, MySQL, Elasticsearch, Redis, InfluxDB and Grafana)

    • Ability to conduct product demonstration to customers clearly and effectively highlighting value of Aiven services

    • Ability to conduct product and company presentation to highlight value proposition and competitive advantage

    • Conduct successful proof of concepts

    • Help customers during product evaluation phase

    • A high level understanding of the inner workings of one or more Aiven services

    • Ability to communicate, after understanding the customer’s problem statement, how one or more Aiven service will address such problems efficiently and cost effectively

    • Ability to understand customer problems and subsequently investigate and propose a solution

    • Listening to customers and understanding what the customers are asking and subsequently translating those into actionable tasks and working closely with Engineering and Operations teams fulfill those tasks

    • Ability to write fairly simple code in one or more programming languages such as Java, Python, Go, Ruby

    • Ability to write simple programs such as Kafka consumer/producer, Cassandra, PostgreSQL, and  MySQL database access and record manipulation, Elasticsearch indexing and searching, Redis and InfluxDB access and record manipulation, in one or more programming languages such as Java, Python, Go, Ruby)

    • Familiarity with Linux operating system, DNS, and IP networking concepts

    • Some knowledge of public clouds and cloud terms - (compute, storage - block and object, networking, security groups)

    • Being sensitive to customer needs and responding to customers in a courteous manner

    • Willingness to go the extra mile to help customers

    • Be an ambassador of Aiven

    Preferred qualifications:

    • A Bachelor's degree in Computer Science (or similar discipline) or, an equivalent amount of professional experience in software engineering and/or customer success

    The following skills are nice to have:

    • A high level understanding of the software architecture and/or behaviour of Kafka and at least one other Aiven service

    • Write blogs and help articles

    • Give talks at conferences and meetups

    What we can offer:

    • A dynamic startup environment with a rapidly growing, international business

    • A competitive compensation and benefits package that includes stock options at an early stage startup

    • (NOTE: US applicants should be eligible to work in the US)

    You will be part of a highly-skilled, tight-knit team of just over 20 people, making your contribution essential to what is becoming a great success story.

  • We are looking for a passionate Senior Customer Engineer to bring Pulumi’s cloud programming model to the world. You will be a part of realizing a vision where every developer can program the cloud.

    In this customer-facing engineering role, you will be the center of successful implementations of Pulumi with our newest users. It will be your job to take the shared vision of a customer deal and deliver on it: from assessing our customer environment, building a customized deployment plan, and working internally and externally to ensure our customers are happily using all of the Pulumi power they purchased.

    Expect to be challenged, learn, teach, and collaborate with a world class team of great people.

    Pulumi is headquartered in Seattle, WA. This role is home office, preferably based on the East Coast to best serve our customers there. If you prefer a co-working space, that can be arranged. We are committed to our remote workforce and building a cohesive team.

    In This Job You Will:

    • Work with customers across their entire lifecycle - from pre-sales (demos, answering inbound questions, reaching out to new users) to post-sales (on-boarding, technical reviews, answering support tickets.)

    • Create technical materials for customers - examples, guides, demo scripts, product briefs, etc.

    • Onboard enterprise customers, optimizing Pulumi for their environment.

    • Close the loop between customers, product, and engineering teams, championing the product to the customer, and bringing their requirements to the roadmap.

    • Listen and respond; build and advise on the best technical choices for our customers.

    • Be challenged, solve new problems, teach about our technologies, and figuring out new, better ways to delight our customers.

    To Be Successful In This Role, You Have:

    • Pre- or Post- Sales experience using devops products with enterprise customers.

    • Comfort coding in TypeScript, JavaScript, Python, or Go. Hands-on development work for customer implementations is required.

    • A commitment to user experience, customer optimization and successful implementation of new products.

    • Deep familiarity with core web technologies, Open Source technologies, and public cloud platforms.

    • Exceptional customer management, presentation and communication skills.

    • BS degree in Computer Science, or equivalent practical experience.

  • Account Manager for a B2B Lead Generation Company

    This is a long-term, remote position, for a B2B lead generation platform. Impeccable English is a Must.

    We're looking for an experienced Account Manager who will oversee a portfolio of assigned customers and liaise with cross-functional internal teams, to improve the entire customer experience.

    Responsibilities:

    - Serve as the lead point of contact for all customer account management matters

    - Oversee a portfolio of assigned customers and conduct well-being status calls on a regular basis

    - Where possible, develop new business from existing clients

    - Build and maintain strong, long-lasting client relationships

    - Strategize with the internal team on potential areas of campaign improvement and present that to the customer

    Requirements:

    - Ideally with a background in Customer Service or to be customer oriented

    - Ability to maintain sharp attention to detail

    - Excellent listening, negotiation and presentation abilities

    - Strong verbal and written communication skills

    Impeccable English is a Must.

    We offer a fixed salary + commission on performance.

    To apply, please fill out the application form and we'll get back to you within 7 days - 


  • The Position

    Customer Operations Engineers at Mesosphere act as the escalation point and troubleshooting resource for operations teams around the globe. From responding to datacenter outages, to providing operational and infrastructural advice, we’re here to make sure that our customers are successful with DC/OS and associated technologies.

    Do you have a passion for troubleshooting and love digging into complex issues that may be brand new? Does a day filled with tasks ranging from digging into source code or evaluating a network stack to testing customer configurations or replicating deployment issues sound like a good time? Does understanding how things work, or why they don't, sound fun to you? If the answer is yes, please apply! 

    We are specifically looking for people who live in the US. This is a remote position but no matter where you work, you'll have opportunities to travel, meet, and work with some of the brightest minds in cloud and distributed computing.

    Job Responsibilities

    • You can provide an awesome customer support experience for all our users and enjoy working with customers to triage DC/OS problems in both cloud based and on premise network environments.

    • You can research, identify, reproduce and document bugs in the product.

    • You enjoy educating customers on best practice materials for all aspects of DC/OS.

    • You should advocate the customer’s perspective during product and architecture planning while also thinking outside your role to improve our company and product.

    • You will work directly with Field Operations (Sales, Account Management) to process, defect and feature requests encountered during adoption and retention efforts.

    • You can take personal areas of expertise and make them your own; when not working directly with the customer, we frequently write blog posts, documentation, and tooling.

    • Above all, you are an enthusiastic teammate who can communicate well, and is eager to learn and help others.

    Experience & Skills

    • Cloud infrastructure and deployment (Amazon, Azure, Google, etc)

    • Unix/Linux system administration

    • Docker, UCR, or other containerization technologies

    • Root cause analysis

    • Networking fundamentals (DHCP, DNS, HTTP, TCP, etc)

    • Ticketing systems experience (JIRA, Salesforce, Zendesk, etc)

    • Bonus Points

    • Experience with Apache Mesos

    • Experience with large production deployments

    • Experience with scalable, distributed, and highly available systems

    • Experience with remote work

    • Experience in a support engineering role

    • Experience with Cassandra, Spark, ELK stack, Kubernetes, Jenkins, Kafka, TensorFlow, HDFS, etc

    • You are involved with other Open Source projects

    About Mesosphere

    Mesosphere is leading the enterprise transformation toward distributed computing and hybrid cloud. We combine the rich capability you get from public cloud providers with the freedom and control of choosing your own infrastructure.

    Mesosphere DC/OS is the premier platform for building, deploying, and elastically scaling modern applications and big data. DC/OS makes running containers, data services, and microservices easy across your own hardware and cloud instances.

    Mesosphere helps businesses accelerate time to market, ensure resilient applications, and save on cloud and infrastructure costs. Backed by T. Rowe Price, Andreessen Horowitz, Khosla Ventures, Microsoft, HPE, Data Collective, and Fuel Capital, Mesosphere is headquartered in San Francisco with a second office in Hamburg, Germany.

    Perks at Mesosphere

    • Competitive Salary

    • Stock Options

    • Company 401K Plan

    • Unlimited Vacation

    • Health, Dental, and Vision Insurance

    • Gym/Fitness Stipend

  • Reedsy (Europe, Canada, United States)
    1 week 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 offer support to authors, creative publishing professionals (editors, designers, marketers, publicists, ghostwriters, translators, etc.), and optimize conversion.

    You will: 

    - Offer customer support; 

    - Review projects submitted on the platform; 

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

    - Follow requests for publishing services sent by our clients to our professionals.

    Person Specification: 

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

    - Experience automating support processes 

    - Great understanding of on-boarding and conversion rate optimization (CRO) techniques 

    - 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 :).

  • Job description

    Note: Although this is a remote position, we are only considering candidates based within the EST timezone.

    We’re looking for an empathetic and experienced Support Specialist to join our growing Customer Experience team. You’ll be an important part of a cross-departmental team dedicated to all things revenue, with a focus on helping our customers with their billing and account-related needs. You’ll go beyond just answering support tickets - our projects related to revenue will be an important part of your daily work.

    You’ll be an enthusiastic problem solver with an analytical mindset and a determination to find and resolve problems. Your customer empathy will come through in your strong writing style, adapting to our user’s tone of voice. You’ll be comfortable adapting quickly and openly to changes, and keen to constantly learn and apply these learnings to your work - with failures an inevitable part of your experiments.

    You will:

    • Support our users and answer their questions related to revenue through our Zendesk ticket platform

    • Communicate crucial company updates through various channels (i.e., in-app messages, emails, blog posts, etc.)

    • Manage the knowledge base articles that cover pricing and billing. This includes writing and updating existing articles, as well as creating visual content (like videos!)

    • Help create internal processes that directly impact revenue (i.e., refunds, disputes, user permissions, etc.)

    • Create reports for the revenue team that highlight customer feedback / sentiment

    • Evaluate results from tests and gather data to decide on next steps within the wider revenue team

    • Collaborate with the cross-departmental revenue team to plan and execute projects

    Compensation Range

    The budgeted compensation range for this role is $45,000 to $73,000 annually (we do not have a commission or bonus scheme at Hotjar). Ranges are based on market research and are equitable to other roles within Hotjar. The actual compensation offered will be based on relative experience. At this time we are only able to provide official employment status to those located in Malta. All other candidates will join our team as full-time consultants and will be responsible for paying any taxes or applicable fees where they reside.

    Requirements

    • 2 years in a customer-facing role, ideally support

    • Previous tech experience within SaaS, e-commerce, or similar

    • Experience handling refunds/troubleshooting billing

    • You’ll preferably have experience implementing a new billing system or pricing structure

    • You’ll preferably have experience of going through a large product update

    • You’ll preferably have experience leading/managing small teams

    • Desire to work in a respectful, transparent, and collaborative work environment, following Hotjar’s company values, culture and ways of working

    • Must submit to a background check confidentially processed by our third-party

  • Tawkify (US, Canada, Mexico)
    2 weeks ago

    Make a Living Out of Finding Love!


    Why join the Tawkify team? 

    We've discovered a lot of people have the talent for matchmaking. Our matchmakers come from diverse backgrounds – lawyers, consultants, life coaches, entrepreneurs, teachers, and writers. We've built our matchmakers a platform that makes their hobby of matchmaking a viable career. 


    What makes a great matchmaker? 

    We’ve found the most effective matchmakers share the following qualities:

    • Professionalism. You hold yourself to a higher standard. You are task-driven, attentive, collaborative, and accountable. 
    • Empathy. You have charisma. You’re a great listener. You have no trouble connecting with people. You build trust and rapport instantly. 
    • Passion. Our matchmakers are more invested in their clients’ relationship well-being than the clients themselves. We believe your best career option gives you the ability to do what you love and love what you’re doing. 
    • Network. You have the knack and the resourcefulness to navigate between social circles and grow your sphere of influence.


    How do I become a matchmaker? 

    We set you up on the platform. We connect you with clients. It's your job to find them love. 


    What to expect? 

    You’ll scour your city to find and screen quality, eligible matches for our clients. Our intuitive matchmakers handpick each candidate based on our “VIP” approach to compatibility: Values, Individual lifestyle and Personal preferences. 


    Job requirements:

    • Strong communication skills & persistent follow-up 
    • Ability to execute on a timeline with minimal micro-management 
    • Networking & Recruiting: Online and real-world networking, multi-channel outreach 
    • Multi-tasking: Administrative, Organizational, Creative Skills 
    • Ability to manage expectations of diverse personalities 
    • Self-motivated, self-starters only 
    • Must be eligible to work in the United States

    Perks:

    Be your own boss 

    Create your own hours and work remotely 

    Make a positive impact 

    Competitive earning potential


    All matches take place via curated blind dates that you’ll creatively design to ban first-date butterflies and encourage connection. Each time, you provide useful feedback to both parties to help refine the search and optimize for that ideal match.


  • Our product delivery team’s primary objective is delivering on Redox’s brand promises, which include getting customers live more quickly than they’d be able to on their own and abstracting away many of the healthcare organization nuances to their integration strategy. Redox Integration Implementation Specialists are required to deliver consistently and autonomously to deliver on these promises to our customers. The ability to integrate quickly and abstract nuance requires a solutions-oriented, technical thinker who is willing and able to tackle the industry’s biggest problems. Integration Implementation Specialists are responsible for managing 25 projects simultaneously while working collaboratively with a group of sales and technical resources.

    Responsibilities:

    • Work with applications and healthcare organizations to finalize site specific scope and project plan.

    • Establish and maintain strong relationships with Redox partners. Work closely with other areas including product development and sales to ensure customer needs are met.

    • Manage many small to medium, complex implementation projects to completion, ensuring customer relationship success, working with multiple resources and managing project teams effectively.

    • Conduct interim and post-project retrospectives; assess the need for and recommend improvements for future deliveries; Champion new processes and methodologies within the Customer Success and Product Delivery teams.

    • Act as a project liaison with customers, healthcare organizations, and other departments. Maintain accurate project documents (schedule, requirements, agenda, etc.) and distribute them in a timely manner to all participants.

    • Identify and resolve issues that arise throughout the implementation

    • Contribute to process improvement initiatives to advance the quality of our implementations.

    Required Skills and Experience:

    • Bachelor's degree

    • 2-4+ years of healthcare project management experience

    • Strong healthcare integration understanding

    • Proven project management experience in Customer Success and/or Software as a Service sector

    • Healthcare integration implementation experience

    • Experience managing multiple projects, monitoring and reporting progress, and exceeding client expectations

    • Strong technical background, with working knowledge of multiple healthcare integration methods including HL7

    • Strong communication skills with demonstrated ability to deliver messages to multiple audiences.

    • Ability to develop, motivate and lead teams of cross-functional resources

    • Proven experience consistently delivering outcomes

    Preferred Experience:

    • SaaS/ Computer Software industry experience

    • Experience managing 20+ projects simultaneously

    • Experience teaching and growing teams

    • Excellent reporting skills with ability to not only gather the appropriate data, but also glean insight to improve the performance of the Customer Success team

    • Strategic thinker with excellent problem solving and analytical skills

    • Self-starter who can thrive in a fast-paced, dynamic environment

    • Embraces giving and receiving feedback

    Benefits

    • We provide benefits that allow you to live life by your own design. Redox employees enjoy unmatched autonomy in their work and the support to live a balanced life. We trust you know what you need to be happy, at work and at home.

    • Tackle Challenging Problems Everyday. There is no roadmap for what we are building, so you’ll have the backing and support of talented engineers and security practitioners to make sure you have what you need to be successful.

    • Work Anywhere. (Within the US) We want to have the best people at Redox - no matter where you call home. All Redox employees are encouraged to live and work wherever they're happiest. All you need is power, wifi, and a computer and you’re good to go. We also run a number of co-located working spaces across many US cities if you prefer an office environment.

    • Flexible Working. Take a trip somewhere fun, stay home to recover from being sick, or have a staycation to unplug and recharge. Our best work happens when we feel fresh and inspired. We leave it up to you to decide when you need to take breaks and encourage you to make time for adventure and discovery.

    • Health & Dental from Day 1. Working in healthcare makes you understand all the challenges life can throw at you. Your health and dental coverage starts when you do to make sure you're always covered. We provide health and dental insurance for employees, spouses, domestic partners, and dependents, as well as life and disability insurance.

    • Parental Leave. As your family grows, it’s important that you’re there and have time to figure out what your family’s new norm is. You can take 12 weeks of paid time off within the first year of your new addition arriving. We know that they need you and we have your back.

    • Productivity Fund. We want you to be able to set up a workspace that allows you to perform at your very best. All Redox employees receive an annual discretionary stipend so you can select what helps you be productive.

    • 401k. We offer an optional, customizable and flexible 401k plan for you to plan for your financial future on your terms.

  • Interfolio (US West Coast only)
    2 weeks ago

    Interfolio is on a mission to build smart, inspired and useful products for faculty and academic communities. By building an engine for faculty activity, decisions, and data, Interfolio has become the first mover in defining and  category of faculty-focused technology that cultivates goal-oriented collaboration around academic decision-making.

    Interfolio operates the first holistic faculty information system to support the full lifecycle of faculty work, from job seeking to review, tenure, sabbatical, committee work, research, and beyond. Offering colleges and universities increased  and insight into faculty data to help achieve their strategic initiatives, Interfolio believes that advancing the faculty will advance the institution.

    What’s even better than that? We’ve crafted a fun, collegial, dynamic culture that celebrates team and individual success almost daily. We’ve got a lean team of super-smart, super-hard working, local and remote colleagues who collaborate closely to produce a valuable service for an industry we’re passionate about. And, we genuinely like working with each other and with our clients.


    Like what you’ve heard so far?

    Then consider joining our Scholar Services team! The position of Customer Success Advisor (West Coast) is a remote position, working hours 9:30a.m.- 6:00p.m. PT.  There will be a period of onboarding in our headquarters where you will get to be trained by our current team.

    At Interfolio, we are committed to diversity and the principle of equal employment opportunity for all employees. You will receive consideration for employment without regard to race, color, religion, national, social or ethnic origin, age, gender identity and/or expression, sexual orientation, family or parental status (including pregnancy), or any status protected by the laws or regulations in locations where we operate.


    Position Overview

    The primary focus of the role is to ensure our scholars and university clients have the best possible experience using Interfolio products and services. You will answer all questions related to Interfolio, educating and empowering customers to become better Interfolio users. As a member of our support team, you proactively look for solutions to problems and propose improvements if something could work better. You’re an ambassador for all internal departments, helping them be successful in their roles while driving product change.

    A big part of your day is going to be spent taking action on support tickets, planning new outreach efforts, or putting out fires behind the scenes. We need someone with the ability to treat each issue with dedication, professionalism and fervor.

    Responsibilities

    •  Triage and resolve support cases from University administrators, faculty, and staff

    •  Coordinate and manage product escalations with stakeholders in Engineering, Sales, and Professional Services

    •  Deliver periodic virtual and on-site trainings to University clients

    Requirements

    •   2-5 years experience working in customer support helpdesk or similar role for a Software-as-a-Service (SaaS) platform

    •   Excellent organization, project management, time management, and communication skills

    •   Demonstrated ability to troubleshoot and diagnose customer issues

    •   Experience providing technical and/or training support for technology

    •   Salesforce, Zendesk, HelpScout, or similar CRM experience

    •   Experience testing and reporting software bugs to engineering

    •   Demonstrated ability to cultivate strong relationships with external parties

    •   Tenacious and entrepreneurial approach to working through product, process, and client challenges

    In addition, you should have

    • Have a Bachelor’s degree

    • Experience working in a remote position

    • Possess a strong interest in higher education, startups, and/or SaaS technology

    • Be able to speak and write fluently in English (as a minimum requirement)

    • Willing to travel - up to 20% with some headquarters visits as well

    In addition to a competitive salary, Interfolio offers a robust benefits package that includes medical insurance, unlimited PTO, a yearly wellness benefit stipend, a yearly professional development stipend, 401k, and professional development opportunities.

    Our culture sets us apart—we look forward to sharing more about our company and our team!

  • Hypothesis.is (Americas and Europe)
    2 weeks ago

    Hypothesis is seeking a Customer Support Engineer to join our product delivery team and lead our work to help our users and partners use Hypothesis successfully. This role combines the activities of user support, support engineering, and documentation to ensure Hypothesis technologies and services are supporting our vision of a world where annotation is as common as comments, but more useful and engaging. Join us as we extend what the web can do.

    About the team

    Hypothesis is a small nonprofit with big aspirations. We work with publishers, educators, journalists, and scientists to unlock new capabilities and workflows on the web.

    We are a diverse, supportive, highly collaborative, 100% remote team of technologists, educators, scientists, and business people working together to bring new capabilities to the web. We code in the open (our repos are public and liberally licensed) and help drive standards for annotation. We communicate via Slack, video chat, GitHub, and Google Docs across 8 time zones.

    About the role

    • In this role, you will take ownership of ensuring people and organizations are successful and satisfied using Hypothesis. This includes, but is not limited to:

    • Maintain effective communications with people that need help with Hypothesis from first contact to successful resolution.

    • Troubleshoot and identify solutions to issues reported by Hypothesis users and partner organizations.

    • Engage deeply and directly with Hypothesis technologies to investigate and resolve issues working with Product Delivery team members, including making contributions to code, UX design, tests, and documentation.

    • Steward our knowledge base and other guidance to help expand internal and external knowledge of Hypothesis technologies and practices.

    • Work with a multi-functional team and communicate proactively to resolve issues.

    • Work with our Programs team to support Hypothesis implementations, onboarding, and expanded use.

    • Gather statistics and help identify priorities for product and service improvements based on end-user issues and experience.

    This role reports to the Engineering Manager.

    About you

    You are someone who loves problem-solving. You value simplicity over complexity. You take great satisfaction in helping others be more successful and productive and wouldn’t think to move on without documenting your work so 6-months-from-now you (or anybody else for that matter) can drop back in and understand it.

    Skills and experience you possess:

    • Solid basic knowledge of programming. Proficiency is not required.

    • Familiarity with Learning Management Systems.

    • Previous experience in a customer-facing role.

    You will be successful at Hypothesis if you:

    • Are tenacious, self-directed, and highly motivated

    • Are committed to excellence and improvement

    • Are easy to get along with

    • Have previous remote work experience

    • Have strong time management and communication skills

    • Have strong problem-solving skills

    • Can communicate clearly and effectively with colleagues (especially important in a remote organization)

    • Have an approach to your work that allows for growth and change

    What’s next

    Does this sound interesting? Drop us a line to tell us what about this role intrigues you and why you think you would be great for Hypothesis. Resumes are helpful, but so are examples of your recent work. We can’t wait to hear from you!

    How to apply

    If you want to apply or ask questions before applying, please contact us at [email protected]

  • (product manager experience required - Anywhere in the United States or Canada)

    Are you a product manager who loves to interact with customers? Do you have a passion for solving complex problems?

    Now, imagine this — you get to work directly with fellow product managers to change the way companies set product strategy and create roadmaps — all from your home office. It is remote work. Pretty great, right?

    Customer Success at Aha! is unique and challenging. You should know that we think about customer support differently. And we do not have commissioned salespeople. Instead, our all-remote team works closely with customers to highlight what's possible with our software — from conducting virtual product tours to sharing product management best practices drawn from personal experience.

    We are looking for a high-energy product leader who is ready to take a huge career leap forward. If this is you, we want to hear from you!

    As a Customer Success Manager at Aha!, you will have an excellent opportunity to join a self-funded and profitable company that is growing fast. Aha! was founded by a proven team of product and marketing experts. More than 250,000 users worldwide trust our roadmap software to build and market products customers love.

    We are looking for someone who:

    Has at least 2 years working as a product manager (or equivalent experience)

    Brings deep experience working with SaaS

    Loves to showcase advanced technology to sophisticated customers

    Writes exceptionally well

    Wants to work on a team with other high-performing peers

    We are committed to being great, and we want someone who:

    Has a "can do" attitude and a history of delivering superb work again and again

    Can work at a fast-paced company where the feedback cycle is measured in hours rather than weeks

    Is seeking a career-defining opportunity on a proven, results-oriented team that has sold multiple software companies

    We are building a distributed team, and you can work from anywhere in the United States or Canada for this role. We offer generous salary, equity, benefits, and a profit-sharing program.

  • 3 weeks ago

    OmniSci (formerly MapD) is the pioneer in GPU-accelerated analytics, enabling businesses and government to rapidly find insights in data beyond the limits of mainstream analytics tools. What started as a radical idea at Harvard and MIT, has grown to be a platform that is changing the way major businesses and governments gain insights from massive datasets.


    OmniSci has made breakthrough advancements in big data querying and visualization, by harnessing the transformative power of supercomputer-grade GPUs. Since launching our product in 2016, OmniSci has been recognized as a Gartner Cool Vendor, a Top Ten Coolest Big Data Startups by CRN, and is experiencing explosive growth in users and customers.


    The company is backed by leading VCs and strategic investors, including NEA; Nvidia, GV (Google), In-Q-Tel, Tiger Global Management, Verizon Ventures and Vanedge Capital.


    OVERVIEW:


    OmniSci's platform, available in cloud, open source, and enterprise versions, harnesses the massive parallel computing of GPUs for breakthrough performance at scale. OmniSci wishes to foster the growth of user and developer communities around our platform. Community is a core piece of OmniSci’s strategy, and our community team is tasked with building a vibrant, diverse ecosystem that makes all of its members successful.


    OmniSci is seeking a Community Developer Advocate to spread the word about the OmniSci open-source and community offerings, and support community members. Evangelizing the technical value of our offering and showing how it can be integrated into a larger analytics ecosystem are critical components of the role.  This position can be remote, but candidates must be located in North America only.  The position will report to the VP of Community based in our HQ office in downtown San Francisco. 


    RESPONSIBILITIES:


    Build demos and workflows showing users and developers how the OmniSci platform can deliver value in the context of production environments and real use cases.

    Develop written materials and code repos showcasing the technical value of the product such as demos, blog posts and tutorials.

    Design and execute large-scale community-building and engagement initiatives.

    Be the face of the company and community at technical events (user conferences, meetups, hackathons) geared toward attracting new users to the community.

    Speak in front of large developer audiences about the value of the OmniSci platform.

    Engage with academic labs and researchers to promote adoption of the OmniSci platform in academia.

    Be the voice of the community inside OmniSci, offering external guidance to positively influence product and marketing plans.

    In general, do anything and everything to get users and developers adopting and contributing to the OmniSci community.

    QUALIFICATIONS:


    This is a technical role; 3+ years of experience writing code and content (blog, video, etc.) for demos and proofs of concept, or as a developer building on top of database and analytics technologies is required.

    Technical credibility is critical. The ideal candidate will be able to engage and support the community with a credible and knowledgeable voice.

    Fluency with databases, data engineering, data science, and/or data analytics is important. Experience as a user of cutting-edge database, visualization and analytics technologies will ensure the demos and content are highly relevant to the community.

    Experience (2+ years) engaging as a member of other communities (open source, other developer platforms, etc.).

    Passion for the OmniSci project and driving adoption via an open source strategy.

    An undergraduate degree in a technical field, or similar experience as a developer is highly preferred.

    Excellent written and verbal communication skills.

    Self-starter with ability to conceive of, and drive projects through to completion.

    Relentless attention to the needs of users.

    Ability to travel. Expected 10-40% of time.


  • 3 weeks ago

    CloudBees is a globally distributed company with over 400 employees in over 15 countries working together to invent a new category of software - one that automates the delivery of software. As every company in the world is becoming a software company, and as software delivery practices evolve from slow, infrequent releases toward continuous delivery supported by CI/CD,  DevOps practices and the cloud, this new software category will become the most mission critical new business system in the modern enterprise. As today’s clear leader in CI/CD, CloudBees is uniquely positioned to define and lead this new category and is expanding our Customer Success team in order to do so.


    As a Customer Success Manager, you will be responsible for onboarding and training new CloudBees customers and prospects. Working closely with our Sales, Customer Engagement, and Professional Services team, you will use your strong communication skills and technical know-how to wow Corporate, Enterprise and Fortune 500 customers as you help them - for the first time - realize the value that CloudBees brings to their business.


    The ideal candidate is experienced in Enterprise Technology, loves helping customers, and is comfortable with technical and highly configurable Enterprise Technology solutions. Attention to detail, strong communication skills, and a customer-centric orientation are required. This is a rare opportunity to join a fast growing company with an open and collaborative work environment and help define Customer Success at CloudBees.


    WHAT YOU'LL DO:


    Promote a customer first environment at all times.

    Become a CloudBees Continuous Delivery Platform domain expert.

    Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process.

    Work closely with clients and their tech teams to fully integrate CloudBees into their technology stack.

    Train clients in software platform basics and provide progressive guidance throughout the acquisition and onboarding launch process.

    Track and hit key implementation milestones.

    WHAT THE ROLE REQUIRES:


    2+ years experience in a customer-facing role 

    Strong knowledge of the Software Development Life Cycle

    Experience with DevOps tools, or Enterprise offerings of Open Source Software 

    Experience working with and managing Public Sector agencies and accounts

    Knowledge and experience using and supporting enterprise software, ideally a continuous integration / continuous delivery solution

    Strong organizational and analytical skills. Attention to detail.

    Critical thinking and proven complex problem solving skills required.

    Customer first mentality; ability to empathize and build customer loyalty.

    Four year engineering or technical degree, or equivalent required.

    Background in computing, software development

    WHAT YOU’LL GET


    Highly competitive benefits and vacation package

    Ability to work for one of the fastest growing companies with some of the most talented people in the industry

    Team outings

    Fun, Hardworking, and Casual Environment

    Endless Growth Opportunities

    At CloudBees, we truly believe that the more diverse we are, the better we serve our customers. A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers. Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization.


    In the technology industry, diversity creates a competitive advantage. CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers. CloudBees attributes much of its success to its worldwide work force and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere. Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem solving and better solutions for our customers and their businesses.


  • Nightwatch.io is looking for one more agile, internet-savvy, and empathetic customer support hero to join our close-knit remote team and help us to provide the best customer service.


    If you are a creative person who enjoys freedom, new technologies, and solving problems; and if you are a positive-oriented thinker who does not fit the traditional internet company structure, this job might be the right fit for you. We are not looking for someone who regularly switches companies, or who is only looking for a huge wage. Our mission is to develop a strong team that shares our values of personal growth, education, compassion and true friendship.


    Collectively, we want to bring forward-thinking and innovative solutions to the world. We are a bootstrapped company that believes the future belongs to smaller companies that don’t subscribe to the 9-to-5 corpo way of doing things. We believe that the Silicon Valley era is over, and we are building a business which allows us to enjoy the freedom of working remotely where each of us has the autonomy and flexibility to have a high impact on the world with our work.


    Our mission is creating forward-thinking SEO tracking tools that help our users scale their online businesses, so familiarity with the world of SEO and internet marketing software is a must.


    We're offering a remote position and a flexible work schedule (part-time or full-time). We are communicating regularly: via Slack throughout the day and team calls weekly.


    Requirements:


    4+ Years experience with customer support

    Internet-savvy and SEO-savvy: you should know what the heck is VPN, SERP, and DA and how they work  —  and most importantly, to be able to explain it to a new user

    Experience with customer support in SaaS or at IT companies is a huge plus

    Extraordinary communication skills and English at the level of a native speaker

    Strong problem-solving skills

    Empathy — you will be the users’ main advocate, guide, and advisor

    Initiative, proactivity, positive attitude, and creative thinking is a must. Do challenges motivate you to think out of the box and find a better solution?


    What it is going to look like:


    Going through incoming emails and chat conversations and making our customers happy

    Answering our users’ questions and helping them to get the most of Nightwatch

    Working daily with your customer support team to discuss the progress and feedback via chat and calls


    Interested? Apply now! Write us why you'd like to join, what you have achieved so far, and how the work you’ve done looks like.

  • 1 month ago


    In this position you will work with our customers to help them successfully launch and use our product (www.attributionapp.com). As this is a remote position, self motivation and discipline is very important.


    Our ideal candidate understands digital media measurement and has used analytics tools in the past to measure campaign performance.


    Also, because our tool requires the customer to execute some simple integration steps, a basic understanding of HTML / Javascript / CSS and APIs is required. You won't be required to code, but you do need to know how web pages work and how websites trade information at a high level.


    A college degree and 2+ years of experience preferred.


    Please apply with a note about why you would be a fit and include the sum of 12 and 18 somewhere in your note (bonus points for creativity).

  • Circle Link Health
    1 month ago


    CircleLink is seeking a motivated Customer Success Manger to help us tackle the $600B problem of chronic condition health in America.


    This role will report directly to the CEO and have room for growth as our operations scale following a recent VC round (raised on ~20% compounded monthly growth).


    Ideally, candidates will have 3-5 years’ experience in consulting, professional services, healthcare account management or customer service. Candidates with no healthcare experience will also be considered.


    We offer competitive salary, 100% health coverage, commission, equity and an unlimited vacation policy.


    DETAILS


    Job functions: 

    - Manage customer on-boarding and happiness 

    - Deliver excellent customer service through active listening and setting customer expectations 

    - Building and managing our Customer Success function for scale 

    - Work with customer software systems and proprietary analytics tools to identify eligible patients 

    - Excel/data analysis to identify customer trends and format data for ingestion 

    - Manage implementation projects, including integration engineers 

    - Check-in monthly with accounts to ensure happiness, smooth billing and invoice collections 

    - Identify and close up-sell opportunities 

    - Opportunity to work on special projects such as business development, marketing, financial planning/strategy and product/data analysis


    Job Qualifications: 

    - Passion for improving healthcare 

    - Active listening 

    - Initiative to act independently and create scalable processes where none exist 

    - Values action over words and proposing solutions over voicing concerns 

    - Skilled/comfortable with Excel and Google Sheets 

    - Professional communication style while calling, emailing and meeting senior executives 

    - 0-3+ years in healthcare (non-healthcare experience also considered)


    ***About CircleLink Health: 

    CircleLink’s technology platform plus nurse network provides chronic condition telephone coaching on behalf of doctors. We also drive up to $10B of new reimbursements to doctors and have been growing ~20% (compounded) monthly since launch in late 2015.


    Investors include Fresco Capital, Blue Cross Blue Shield, and the Founder/CEO of Clover Health / founding board member of Flatiron Health. We work out of New York City. Our customers are nationwide and we offer a fun team plus the chance to significantly contribute to products already used by patients and doctors at top institutions (e.g., Johns Hopkins, Yale-New Haven Hospital, Emory and Tulane Medical Center).

  • 1 month ago

    Description

    Do you believe Customer Support is the engine which drives trust, brand loyalty, and engagement leading to growth?


    Do you think the mass-adoption of cryptocurrency will be impossible without companies building resources to make sure customers receive VIP or white glove support experience?


    Exodus is looking for a VP of Community Support to make the best customer experience in crypto scalable, and a proven driver of cryptocurrency mass adoption.


    As the Exodus VP of Community Support, you’ll be responsible for driving the long-term vision of the support department, all customer engagement pipelines, and leading a crack team of Community Support Engineers renowned for their empathy and relentless pursuit of customer success.


    What You Will Do

    Design and execute a long-term vision for becoming the best customer support experience in crypto.

    Rapidly scale and lead a team of wallet support professionals dedicated to providing empathetic, 24/7 assistance across multiple engagement platforms.

    Communicate and advocate for the needs of Exodus customers.

    Identify and hire A-players.

    Structure and implement a white-glove experience across all customer engagement platforms.

    Identify and integrate key tools and enterprise services seamlessly.

    Assess and optimize all self-service customer support products.

    Measure key support metrics and turn learnings into positive actions for growth.

    Interface with other department stakeholders to ensure that all support needs are addressed in the application.

    Make the Exodus Community Support Department the career destination for aspiring crypto professionals worldwide.

    Develop and maintain the support department budget and allocation of resources.

    Who You Are

    You are determined, empathetic, candid, and humble.

    You are passionate about digital assets.

    You have a great track record of managing high-performance, global customer support teams that run 24 hours a day, 7 days a week.

    You have architected and delivered exceptional service to customers over multiple channels such as email, social media, Knowledge Base/self-service, Slack, Telegram, WeChat, Discord, and some that we have not even considered yet.

    You have demonstrable experience scaling and leading diverse teams of talented individuals.

    You know what it takes to track a team member’s growth from day 1 to year 5 and retain top talent.

    You are experienced in interviewing and vetting A-players for remote support positions.

    You speak English fluently and feel very comfortable on video-calls

    You are organized and can comfortably manage multiple deadlines, complex deliverables, and team needs.

    You have excellent references and a history of established relationships in former careers.

    You are driven, curious, and tenacious in solving problems.

    You have used Exodus and have exchanged digital assets inside the platform.

    You are passionate about people and work to help them achieve their objectives.

    You take responsibility for your actions.

    Bonus: You can invite us to interact with a customer experience you architected yourself.


    Salary and Payment

    The VP of Community Support will make between 100k - 150k USD based on experience. All salaries are paid in Bitcoin. Below are general salary guidelines for this position.


    100k :


    You are a leader who can directly impact customer acquisition and retention.

    You have no ego and are ready to dive into every nook and cranny of our support department to see what needs to be preserved, axed, or built.

    You have a vision for what crypto customer support will look like in the future and you can articulate exactly how we will get there.

    150k :


    You fit everything in the 100k salary range.

    This job will allow you to fulfill a plan that you’ve always wanted to put into action and you are ready to hit the ground running with a tried-and-true vision for increasing crypto adoption through customer success.

    This is not your first time scaling a white-glove customer support team.

    How To Apply

    Send an email to [email protected] with a few words on what role customer success plays in cryptocurrency mass-adoption and why you would be the perfect fit for this position.

    Include a link to a short (2 minute maximum) YouTube video (unlisted or private is fine) introducing yourself and showcasing the value you can provide to our team.

    If you want to include a Resume/CV, make sure it is in PDF format.

    Ensure the subject is "VP of Community Support - FIRSTNAME LASTNAME"

  • 1 month ago

    SocialChorus is a platform for communicators. We help them become heroes within their organizations by giving them the tools and expertise they need to unify their enterprises. Companies thrive and win when all of their workers feel aligned, informed and supported.


    Joining SocialChorus means joining a movement where every worker matters. This movement has taken root and is evident in our world class customer base reaching millions of their employees worldwide every day. Now we need your help to achieve our goal of connecting every worker. Ready to make a difference?


    As part of our distributed team working from anywhere, the Senior Mobile Solutions Consultant is a key contributor to our post-sale Client Engineering team performing a wide range of duties helping to fine tune and grow our flagship communications platform.


    As a Senior Mobile Consultant at SocialChorus, you will sit at the center of the mobile app ecosystem. Your mission is to ensure our clients are successful in adopting and leveraging the mobile portion of the SocialChorus platform and in getting the most value from our solutions. This role requires strong client service skills, solid solutions consulting capabilities, a keen handle on analytics and data driven marketing, strong mobile app technology chops, and the ability to become an expert on all things SocialChorus.

    Responsibilities

    Primary consultant to SocialChorus customers for all things mobile including Apple Store and Google Play app submissions and updates, MDM deployment (including app wrapping), certificate management, app resigning, and deployment approaches for Asia Pacific.

    Take direction from the SocialChorus Technical Project Managers to make sure all aspects of the customer’s mobile deployment remains on schedule.

    As the mobile SME, partner with SocialChorus product team to improve the tools used to build and deploy our custom mobile iOS and Android apps, both to the public app stores and to enterprise MDM environments.  

    Work with the Support and Operations teams to keep all customers updated and on the latest version of the SocialChorus mobile app. This includes a mission to automate as much as possible this effort to deploy 100+ custom mobile updates with each new mobile app update.

    Collaborate with the sales and product marketing teams to introduce and evangelize new features and opportunities to clients.

    Assist the Support team with escalated mobile app issues.

    Work directly with the Senior Director of Technical Services to create an organizational roadmap to support the growth of mobile app use and deployment by SocialChorus customers.

    Qualifications

    Extensive experience submitting mobile applications in the Apple and Google Stores.

    An understanding of the signing process required to ensure push notifications and other mobile app features work correctly.

    Experience with MDM solutions and the process required to prepare a mobile app to work with specific MDM vendors.

    Bachelor's Degree or higher in a technical discipline or equivalent experience.

    Organized, with excellent time management skills in the face of rapidly shifting priorities.

    Ability to manage multiple customer projects in parallel.

    Comfortable in ambiguous start-up environments.

    Experience dealing with high-profile clients in a professional manner when project information might be incomplete or undefined.

    Experience with Jira or similar ticket tracking systems a plus.

    5+ years of experience in a technical support or technical consultative role for mobile apps.

    3+ years of experience deploying apps and app updates to Apple’s App Store and to Google’s Play Store.

    Why SocialChorus?

    Because you care. About people, the work you do, and the connections you make. Work is such a large part of life, it only makes sense to make it awesome.


    If you want to engage brilliant minds in a true start-up environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind it could be a perfect fit.


    Come for the challenges, come for the people, and the unlimited PTO, health benefits, 401k plan, casual and friendly environment, and a leadership team who truly believes in your growth both professionally and personally will keep you here.

  • Snap Projections (Canada)
    1 month ago

    Want to help people succeed and make a difference in the lives of Canadians? I’ve got a position for you.

    THE BIG PROBLEM YOU’LL BE WORKING ON

    We have an Engineering team. They built a great product. Now we need to properly onboard new users and show them the impact our product will have on their business.

    Our Customer Success team helps our customers become better at using our product.

    As a member of that team, our User Onboarding Specialist helps new users to quickly realise the value in using our software.

    The more users that continue using our product, the more Canadians benefit from making better financial decisions.

    And we’d LOVE to have a User Onboarding Specialist join us in our Customer Success team. That person is you.

    You’ll get a chance to be part of an amazing Customer Success team at Snap Projections. A team where we focus on our successes and tackle obstacles head on. A team brave enough to challenge each other on ways to improve as well as ready to applaud those that had a big win. A team driven by the desire to always be better, to grow stronger and to be great at supporting both customers and our internal teams.


    YOU’LL MAKE GREATER IMPACT IN 3 MONTHS THAN YOU DID IN 3 YEARS AT YOUR LAST JOB

    At Snap Projections, you’ll join the Customer Success team and be given a chance to implement and test your own ideas.


    I’m not going to lie, the challenges on the Customer Success team may be intense. But this also means you’ll be able to make a difference and help a ton of people in a way you’ve never imagined.


    So if you’ve ever wanted to be on a team that’s focused on making a massive difference in the lives of millions of people, I want to talk to you.


    If financial topics interest you and you want to help Canadians make better financial decisions, you’ll love it.


    WHAT WE’RE LOOKING FOR

    You are driven, motivated and eager to learn.

    You genuinely love helping people and want them to succeed.

    You love talking to people and helping them solve problems through technology.

    You previously worked in a customer-facing role (either support or sales).

    You have outstanding communication skills, you are an excellent writer.

    You are an organized and detailed problem solver.

    You have a good understanding of the Canadian financial industry terms i.e. RRSP, TFSA (or are ready to learn this at a blistering pace).

    WHAT YOU NEED TO KNOW

    This is a full-time position (can start as a part-time engagement though) either based remotely in Canada or at our offices in Mississauga, Ontario. If you are not based in Canada, please do NOT apply.

    HOW TO APPLY TO BE OUR USER ONBOARDING SPECIALIST

    Email your resume at [email protected] (no recruiters please).

    Put “User Onboarding Specialist” in the subject line and nothing else.

    Tell me why you want to work at Snap Projections.

    Record a brief video (phone quality is fine) to tell me why you are excited about the position.

    If you’ve included everything requested in your email and your application is solid, I’ll reach out and we’ll jump on a Skype call. The rest of the interview process will continue from there.

    I hope we get a chance to work together.

    Pawel Brzeminski

    Founder & CEO

  • 1 month ago

    About this role

    So, what will you do as ConvertFlow's Customer Onboarding Specialist?

    This is a full-time role. As ConvertFlow's Customer Onboarding Specialist, you'll help ConvertFlow and its customers succeed through the following...

    Improve user activation and feature adoption:

    Help our users accomplish their goals with ConvertFlow. We use Intercom to answer questions, provide guidance, and collect feedback via live chat and email.

    Organize customer feedback for the team and champion the customer's voice. We take this extremely seriously and rely on the customer feedback-loop to shape product direction and roadmap.

    Create product guides, documentation and video tutorials (like this one) that educate people about features and what they can do to get more out of ConvertFlow.

    Host public & private demos, webinars, and training with leads and customers periodically.

    Help our team understand how releases of new features went, how they were adopted by users and how to potentially improve future releases.

    Create and continuously update our knowledge base, so self-servicing customers can figure out how to achieve outcomes on their own.

    Design a system for measuring customer health and process for engaging new users to ensure they get value and see “success” with ConvertFlow.

    Improve user retention and reduce customer churn/cancellation rate:

    Help customers with technical integrations and troubleshooting to quickly identify the source of customer issues.

    Proactively reach out to high-value customers. You'll regularly connect with multiple points-of-contact at their company to identify their goals, advise them on more effective product usage, solicit feedback, and align them with future goals.

    Reach out to “likely to cancel” customers to help them get value from ConvertFlow.

    Engage with canceling customers and design systems for improving "win-back" followup.

    Improve workflow for tracking bugs, feature requests, and better ways to improve our support processes.

    Relay bugs to developers and keep customers updated while our team prioritizes and releases bug fixes.

    You might be a good fit if...

    You have strong writing skills in English — both short form (messaging) and long form (product guides). You pay attention to details and love to get creative with words.

    You're patient, warm, and organized in your thinking. Empathy is key.

    You're curious about people and problems. You're a good listener who's naturally interested to dig in, ideate, and find solutions.

    You want to get into UX research, product ops, or marketing at some point in your career.

    Have previous experience in a customer success role, technical support or in managing client relationships.

    You're excited by the idea of guiding people to execute their ideas using a powerful product, and seeing the massive impact your guidance can have on a company's marketing results and growth overtime.

    You actually enjoy troubleshooting problems and overcoming technical and non-technical challenges.

    You have experience working remotely and managing your own schedule.

    Are based in the US and can work 9AM-5PM Eastern timezone.

    Bonus points for the following...

    You have experience using popular email marketing tools like MailChimp, HubSpot or Infusionsoft.

    You have experience using a popular CMS like Wordpress or Shopify.

    You have experience with basic HTML and CSS, website themes and plugins.

    You're enticed by the eventual opportunity to manage a team.

    You're based in the South Florida area.

  • Scott's cheap flights (US timezone)
    1 month ago

    As a Manager on the Customer Advocacy team at Scott’s Cheap Flights, you will have the privilege of leading a group of enthusiastic, high-energy Customer Advocates. Reporting directly to the Head of Member Services, you will be responsible for growing and developing our team members, overseeing high-impact, customer-facing initiatives, and ensuring that exceptional customer support remains a differentiator for our business.


    In the short term, you'll:

    Work directly with our current Customer Advocates to level up their skills. You’ll regularly and rigorously review their work and provide high-quality feedback to help them improve.

    Build new processes and procedures that improve customer support quality and efficiency. This includes owning and regularly reporting on customer support-related data.

    Work with the Head of Member Services to launch new customer-facing initiatives, including mobile app support and user generated content management.

    Work cross-functionally to deliver product insights to our Flight and Product teams.

    Oversee major operational and customer-facing initiatives, including the overhaul of our internal knowledge base and help center.

    In the long term, you'll:

    Continue investing in the growth and development of your direct reports, and help them move forward on their career journeys.

    Take ownership of new customer support-related initiatives.

    Enhance cross-functional feedback loops between Customer Advocacy and other SCF teams.

    What you bring to the table:

    Superior communication skills, written and verbal.

    At least 5 years of experience working in B2C customer support or a related field, in a tech environment.

    At least 3 years of people management experience.

    Proven track record of developing talent. You have a growth mindset, and are exceptionally effective at coaching the people who report to you.

    An ownership mentality. You show a bias to action, take a high degree of responsibility for initiatives you’re involved in, and learn from mistakes.

    Agility. You embrace change and adapt to it quickly.

    Creativity. You like to experiment with new ways to delight customers.

    Strategic thinking. You know how to design initiatives thoughtfully, measure success, and iterate as-needed.

    Experience managing customer support-related data.

    Experience working cross-functionally to deliver product insights that improve the customer experience.

    Experience managing internal and/or external knowledge bases.

    Experience working with customers in a variety of channels (email, live chat, social media, etc.).

    Remote work experience. This role is US-based, and you may work from any U.S. time zone, but must be available during regular business hours in that time zone.

    A passion for travel.

    Eligibility to work in the US.

    Other nice-to-haves

    Experience working in the travel tech industry.

    Experience managing team members at different experience levels.

    About Scott's Cheap Flights:

    Scott’s Cheap Flights is on a mission to help people travel and experience the world. We’re so much more than crusaders for cheap flights, and our numbers prove it:


    1.6 million members and growing quickly

    100% avg. year over year revenue growth

    263,009 miles traveled by our most prolific members

    40+ proposals (that we know of) on trips purchased by members

    Countless memories and stories created

    If “to travel is to live” resonates with you and you think there might be a mutual fit, we’d love to hear from you!


  • Rebrandly (North America)
    1 month ago

    We’re looking for Customer Success Manager to join our team, working alongside our support and sales teams to provide top-notch customer care to our growing user base.

    You’ll provide phone and email support that’s both commercial, administrative and technical in nature.  You’ll give customers in-depth product advice and first/second level technical support.

    The ideal candidate is smart, organized and extremely proactive. This position is suited to someone who is a real self-starter with a customer-centric attitude. Based on the remote nature of this position, you’ll need to be extremely comfortable working autonomously in a fast-paced environment. 


    Responsibilities

    Respond to a variety of incoming support, sales and product inquiries from new and existing customers in a timely, professional and effective manner

    Handling sometimes complex customer requests or complaints through from initial contact until resolution

    Support the sales team with business-related activities and hand over leads

    Take responsibility for customers having a great experience with our product

    Work with the tech team to report common user issues, suggest improvements and convey important feedback 

    Requirements

    A third level qualification discipline

    Native English

    Experience with customer communications/support software (Zendesk, Intercom or similar)

    Ability to handle a high volume of customer care tickets

    Excellent written and verbal communication skills, the ability to explain complex topics simply

    A genuine interest in internet culture and technology

    Available to work North American timezone office hours

    Nice to Have

    Prior experience in a support role

    Understanding of common web technologies

    Remote team experience

    Startup experience

    SaaS experience

  • 1 month ago

    At RaiseMe, we imagine a world where every student has an opportunity to realize their college and career ambitions, and we believe that expanded access to education is the foundation of that future. We’re working to empower millions of students to build their personal path to college while making paying for it simpler and more transparent.

    What would you do?

    • Work closely with Partner Success Managers to create customized plans and micro-scholarship programs for our college and university partners, support their goals and drive urgency
    • Develop plans for college partner meetings by researching partner relationship history, micro-scholarship programs, and enrollment goals
    • Work cross-functionally with product and engineering teams to successfully implement, QA, and activate partner programs
    • Develop analytical and storytelling ability by building custom dashboards and strategic business reviews with RaiseMe and partner data
    • Ensure that Salesforce contains accurate account details and contact information for partners, and is updated regularly based on new information
    • Manage and respond to inbound requests from current partners in a timely manner
    • Identify opportunities to improve our product offering based on deep knowledge of our students’ and partners’ needs
    • Work with the team on conference planning; prepare meetings and presentations, and assess attendee lists
    • Have the opportunity to grow into a full account management position as a Partner Success Manager at RaiseMe with career development and progression

    This job might be for you if you're:

    • A Doer: You are driven, self-motivated and a self-starter who brings your ideas to life and takes pride in results. You are resourceful and find ways to get things done regardless of the obstacles. You are not fearful of failure and realize that failure is often a step closer to figuring out what works. Taking on complex challenges excites you, even if you have to ask for help or spend some time figuring out where to begin.
    • Organized: You are detail oriented and can handle having a variety of different projects on your plate at one time because you are good at keeping track of them. You can create a structure for yourself to be most successful.
    • A Talented Communicator: You are a “people person” who enjoys communicating with people and has a strong awareness of those around you. You are thoughtful about the ways you communicate and the impact that may have on a client. You have the ability to sense when a conversation is progressing in a positive or negative way and have the confidence to address concerns. When you are passionate about a cause, you are able to rally everyone around you.
    • Confident but Self-Critical: You are confident in your skills and the quality of your work product. At the same time, you are not afraid to ask for help and want to constantly be improving. You are looking for professional development and mentorship in order to reach your full-potential in your role.
    • Mission-Driven: You want to use your talents to make the world a better place and you are in a rush to do it. You may have worked in education or ed-tech before or your desire to improve education may come through in other experiences from your life.

    Who we are looking for:

    For the Partner Success Associate role, we are looking for someone with 1-3 years of experience in a client facing higher ed role (working in an admissions office is a plus). We are looking for candidates who are hungry to work in a fast-paced, entrepreneurial business environment and who have a proven track record of success in their past roles and experiences. We are open to remote candidates from anywhere in the US, but candidates from San Francisco, New York, New Jersey, Pennsylvania, and Connecticut are preferred.

    What will success look like for you at RaiseMe?

    • You will have learned quickly as a Partner Success Associate, grown professionally and personally, and progressed on the Partner Success team to take ownership of your own portfolio of partners.
    • You have built metrics for success and set goals to expand the reach & potential of Raise.me partners’ micro-scholarship programs.
    • University leaders and other partner organizations have come to depend on you as a trusted advisor.
    • You have helped millions of students to achieve their potential and fulfill their college ambitions. The product and company you have helped build transform the way billions of dollars in financial aid are distributed each year.
    • You have built strong relationships with senior leaders from top universities, corporations, and foundations across the country.
    • You have helped build a category-defining company and have an attractive equity stake.
    • You have learned a ton, met amazing people, developed your skills, and had a life-shaping experience.
  • Normally we hire candidates for our Customer Champion team to work a standard Monday to Friday work week. However, right now we are in need of someone who can help our customers in a full-time, 5 day work week that always includes Saturday and Sunday. If you're excited about this role but you'd prefer a Monday to Friday work week, check out our jobs page for other roles that may be a good fit.

    Hi there!

    We're looking for someone who loves helping people solve tricky technical problems. If you love interacting with people on a daily basis to help them learn how to optimize their work then read on…

    We know applying for and taking on a new job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. We hope you'll take the leap of faith and apply.

    Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

    About You

    You're empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.

    You obsess over the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every email. Maybe it's only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.

    You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.

    You love to write. Almost everything at Zapier is done via written communication (both with customers and between teammates).

    You're persistent. Support at Zapier is much different than at many software companies. It's not the same questions over and over again, and often involves researching technical nuances of the apps we support. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.

    You love doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.

    You love to set your own course. At Zapier, we have quick team meetings each week and one-on-one meetings every month and then we go make things happen. You get to make things happen without someone saying so.

    We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Zapier customers.

    Things You Might Do

    Zapier is a small, fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:

    • Help customers via email or chat to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions.
    • Write documentation to help users help themselves (all the documentation on our help site is written and maintained by the support team: https://zapier.com/help/)
    • Work with the product team to build tools that will speed up and increase the quality of support at the same time
    • Experiment: this is a startup so everything can change

    How To Apply

    We have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate.

    After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

    About Zapier

    For the past six years, Zapier has been helping people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

    We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

    We believe that with the right tools, you can have big impact with less hassle.

    We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

    We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

    The Whole Package

    Location: Anywhere (100% Remote)

    If you want to work remote, that's great. If you want to work near others, that's cool too. Our team of 170+ is distributed because it lets us work with the best people. You don't have to be located in the USA either. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.

    However, due to the unique needs of support, we do hire with coverage for specific timezones in mind. Generally speaking, this means that we count on new teammates to work from the timezone they're hired in. As with every rule, there are absolutely exceptions and flexibilities, and advance notice of long-term timezone changes goes a long way! If you have any questions on this at all, we'd be happy to discuss the specifics of your situation during the interview process.

    Compensation:

    • Competitive salary (we don't use remote as an excuse to pay less)
    • Great healthcare + dental + vision coverage*
    • Retirement plan with 4% company match*
    • Profit sharing
    • 2 annual company retreats to awesome places
    • 14 weeks paid leave for new parents of biological or adopted children
    • Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
    • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation.
    • Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

    *While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to US-based employees.

     

    Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.

    Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

    Apply Here
  • We promise you haven’t worked with anyone like us before.  We’re a Minneapolis, MN-based early-stage tech company that’s changing the way businesses do marketing, lead generation, and conversion rate optimization online.  With a growing team that works closely together, we move fast and enjoy what we do.
    As a Technical Support Specialist, you’ll have turbo-charged technical skills, think deeply about the best solutions, and want to work with a fantastic team of people.
    Come join the fun and build something great with us.

    What you’ll do:

    Your day-to-day responsibilities will shift and grow but to start with, you will:
    * Take great joy in answering questions and solving the problems of our fantastic customers
    * Know how to really listen and have empathy for the customer’s situation
    * THRIVE on going the extra mile…even when it’s not asked for
    * Help build our knowledge-base of answers to frequently asked questions
    * Stay current with our new products, features, and integrations, reinventing your problem-solving to incorporate this constant change
    * Fearlessly push to hit ticket response goals both in terms of speed and accuracy
    * Leverage resources available to you and our systems to make the team’s hard work go further than anyone thought possible

    What you’ve done:

    You have a unique combination of skills, talents, and mindset, including:
    * Pride in providing world-class support and have a positive personality to boot
    * Some Technical Support or online help desk experience
    * Are great at answering emails and support tickets, and you’re not too bashful to get on the phone to work through customers' issues in real time
    * Experienced in some (or all!) of our technology stack: WordPress, e-mail marketing apps/Email Service Providers (ex. MailChimp, ConstantContact, and AWeber) or CRM's (ex. ZenDesk or Salesforce.com)
    Who you are:

    * Support is in your DNA and you get a rush out of helping people
    * You’re looking for a place to let your inner Geek shine
    * You have a superhuman aptitude for grammar, you're a pro at spotting typos and have a flair for proper punctuation
    * You're incredibly positive and enjoy making another person's day
    * You possess technical adaptability in a constantly changing and expanding work environment
    * You often ask yourself “I wonder what will happen if…?” and aren’t afraid to test your hypotheses to see if they work (because if they don’t you’ll still learn something!)
    Finally, you know how job applicants always say they have “great attention to detail?” That’s not just a phrase with us: it’s a must-have for success. You’ll need to pick up on nuances in support tickets and tiny details in emails. If you’re not truly detail-oriented, this won’t be a great match!

    Who we are:

    Leadpages was thrilled to make #297 on the 2017 Inc. 5000 list (we were #3 in Minnesota) and to be named a Star Tribune Top Workplace for the past three years in a row! To learn more about the teams that have helped us achieve these honors, we invite you to visit our Instagram and About pages.
    We consider working for a successful early-stage tech company to be a lifestyle choice rather than a job choice.  You will work hard and face exciting challenges, but our positions come with amazing advantages and fulfillment to those who earn them.  If you bring your ‘A game’ to the table, here’s what we’ll bring:

    * Competitive pay, benefits, and equity
    * 2 (yes, two) work-from-home days per week
    * A gorgeous, bright office, conveniently located in Downtown Minneapolis
    * A fully-stocked snack bar and drink fridge to keep you fueled
    * The chance to learn from some of the best people in the business, including our fiercely compassionate leadership team
    * Career development isn’t just idle chit-chat but a tangible outcome of our robust People & Culture function In 2016, we were overjoyed to give promotions to 27% of our stellar employees.
    * Challenging and meaningful problems to solve - you will invariably make a difference and impact
    * A vibrant and devoted team, who still finds time for fun
    * Finally, no politics and no jerks

    At Leadpages, we strive to create an inclusive workplace that upholds the dignity of all people. We value, respect, and celebrate everyone’s individualities and honor their unique strengths from all different walks of life. We believe that embracing diversity of thought and perspective encourages collaboration that leads to product (and people!) innovation, diverse products and a successful business.

    Sound like you?

    To apply, please submit your tailored resume (using the “Apply” or “Submit Resume” button), a link to your LinkedIn profile, and a cover letter explaining why you feel you are a fit for this position. We won’t be able to individually respond to all applicants, but if we feel you’re a strong match, someone will be in touch within 5 business days. Thanks and we look forward to hearing from you! 
  • This role is for someone who can support our growing team located anywhere in India. Please only apply for the role that best fits your region and don't apply for all available roles.

    This is a standing job listing. That means we may not be actively looking for a new Customer Champion at the moment, but we are frequently enough that we take applications since the next time we will be looking is right around the corner.

    Hi there!

    We're looking for someone who loves helping people solve tricky technical problems. If you love interacting with people on a daily basis to help them learn how to optimize their work then read on…

    We know applying for and taking on a new job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. We hope you'll take the leap of faith and apply.

    Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

    About You

    You're empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.

    You obsess over the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every email. Maybe it's only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.

    You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.

    You love to write. Almost everything at Zapier is done via written communication (both with customers and between teammates).

    You're persistent. Support at Zapier is much different than at many software companies. It's not the same questions over and over again, and often involves researching technical nuances of the apps we support. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.

    You love doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.

    You love to set your own course. At Zapier, we have quick team meetings each week and one-on-one meetings every month and then we go make things happen. You get to make things happen without someone saying so.

    We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Zapier customers.

    Things You Might Do

    Zapier is a small, fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:

    • Help customers via email or chat to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions.
    • Write documentation to help users help themselves (all the documentation on our help site is written and maintained by the support team: https://zapier.com/help/)
    • Work with the product team to build tools that will speed up and increase the quality of support at the same time
    • Experiment: this is a startup so everything can change

    How To Apply

    We have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate.

    After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

    About Zapier

    For the past seven years, Zapier has been helping people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

    We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

    We believe that with the right tools, you can have big impact with less hassle.

    We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

    We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

    The Whole Package

    Location: India - (any time zone)

    If you want to work remote, that's great. If you want to work near others, that's cool too. Our team of 170+ is distributed because it lets us work with the best people. You don't have to be located in the USA either. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.

    However, due to the unique needs of support, we do hire with coverage for specific timezones in mind. Generally speaking, this means that we count on new teammates to work from the timezone they're hired in. As with every rule, there are absolutely exceptions and flexibilities, and advance notice of long-term timezone changes goes a long way! If you have any questions on this at all, we'd be happy to discuss the specifics of your situation during the interview process.

    Compensation:

    • Competitive salary (we don't use remote as an excuse to pay less)
    • Great healthcare + dental + vision coverage*
    • Retirement plan with 4% company match*
    • Profit sharing
    • 2 annual company retreats to awesome places
    • 14 weeks paid leave for new parents of biological or adopted children
    • Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
    • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation.
    • Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

    *While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to US-based employees.

     

    Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.

    Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

    Apply Here
  • Universe (US timezones)
    2 months ago

    Universe is the first website builder designed from the ground up for phones. We make a complex process super fun and powerful for everyone. This is possible because of our breakthrough grid editor, which allows anyone to make sophisticated sites from their phones without code. (This site was built with the app.)

    We were part of YC Winter 18, raised $7.2M to date from tier 1 VCs like Javelin, Greylock, and General Catalyst, and just hit 200,000 sites created. 

    We’re a 7 person distributed team with a headquarters in NYC, driven by the larger goal of empowering everyone to build the internet. In this role, we’re looking for someone who can help us grow our business to the next level.

    We believe the internet is a better place when everyone has the power to build it. As our first support hire, you'll be instrumental in helping us define a world-class experience for creating the web. Universe is a radical new take on building websites and we're looking for someone who shares our excitement to help it reach more people.

    What your day might look like:

    • Managing and tracking inbound support tickets via Intercom

    • Keeping track of bug reports/issues

    • Updating our documentation/support center

    • Identifying and sharing up feedback and patterns you're seeing on the ground floor

    • Helping us define support processes to grow

  • 2 months ago


    Nightwatch.io
     is looking for one more agile, internet-savvy, and empathetic customer support hero to join our close-knit remote team and help us to provide the best customer service.

    If you are a creative person who enjoys freedom, new technologies, and solving problems; and if you are a positive-oriented thinker who does not fit the traditional internet company structure, this job might be the right fit for you. We are not looking for someone who regularly switches companies, or who is only looking for a huge wage. Our mission is to develop a strong team that shares our values of personal growth, education, compassion and true friendship.

    Collectively, we want to bring forward-thinking and innovative solutions to the world. We are a bootstrapped company that believes the future belongs to smaller companies that don’t subscribe to the 9-to-5 corpo way of doing things. We believe that the Silicon Valley era is over, and we are building a business which allows us to enjoy the freedom of working remotely where each of us has the autonomy and flexibility to have a high impact on the world with our work.

    Our mission is creating forward-thinking SEO tracking tools that help our users scale their online businesses, so familiarity with the world of SEO and internet marketing software is a must.

    We're offering a remote position and a flexible work schedule (part-time or full-time). We are communicating regularly: via Slack throughout the day and team calls weekly.

    Requirements:

    • 4+ Years experience with customer support
    • Internet-savvy and SEO-savvy: you should know what the heck is VPN, SERP, and DA and how they work  —  and most importantly, to be able to explain it to a new user
    • Experience with customer support in SaaS or at IT companies is a huge plus
    • Extraordinary communication skills and English at the level of a native speaker
    • Strong problem-solving skills
    • Empathy — you will be the users’ main advocate, guide, and advisor
    • Initiative, proactivity, positive attitude, and creative thinking is a must. Do challenges motivate you to think out of the box and find a better solution? You’re our guy/girl!

    What it is going to look like:

    • Going through incoming emails and chat conversations and making our customers happy
    • Answering our users’ questions and helping them to get the most of Nightwatch
    • Working daily with your customer support team to discuss the progress and feedback via chat and calls

    Interested? Apply now! Write us why you'd like to join, what you have achieved so far, and how the work you’ve done looks like.

  • Maintenance Coordinator (Customer Service, Operations) - Fully Remote

    We are looking for a customer-obsessed operator! If you enjoy working with customers over the phone, taking inbound calls, and making outbound calls, then this is the perfect position for you.


    Make sure that tenant’s get their maintenance requests coordinated promptly and efficiently. Take the next step and send us your resume.


    Latchel supports property management companies and landlords across the US. Our primary service troubleshoots and dispatches 24/7 emergencies for property managers. We work with a company's existing vendors if they have them and provide vendors when their vendors are unavailable or they don't have them. We provide diagnostic, troubleshooting, and dispatching services so property managers have more free time and less frustration. We use technology to improve the experience for renters and vendors and make our operations processes more efficient.


    Latchel offers services in several multi-billion dollar industries. Property management is a $72B industry in the US; contractor services are worth hundreds of billions. Both of these industries are underserved by technology and suffer from low market penetration and extreme fragmentation. At Latchel, we believe we understand the reasons for low market penetration and take a different approach than other companies in the field. We'd love to talk to you more about this. Please apply to one of the jobs below so we can talk more about this challenge. Want to learn more about working at Latchel? Read our Leadership Principles.


    Latchel is a 100% remote team so everyone is expected to be autonomous and self-motivated. We invest heavily in making our remote culture feel like a connected team and also invest in making your workspace the most effective you can be. 


    Send applications to jobs @ latchel dot com. In your email please tell us why you are interested in Latchel.

  • Job Location - Budapest, Hungary - or remote, preferable from North America - East Coast or from Japan


    We put an extraordinary amount of effort and love into building the best automation platform for mobile developers. We're looking for someone who can apply that same vision and thoughtfulness to the communication with the members of our community asking for support.

    Responsibilities


    * Initial support and classification and performing initial fault diagnostic

    * Communication within the organization

    * Keeping affected customer informed about progress on incident reports

    * Escalating issues to Technical Support Team if necessary

    * Take ownership of customer issues reported and see problems through to resolution

    * Provide prompt and accurate feedback to customers

    On typical days, you'll


    * Communicate with clients from around the world within our business hours and help them solve issues that arise during the build process

    * Sync with our development teams for prompt identification of faulty behaviour within the product

    * Escalate complex issues to our Technical Support Team

    * Sync with the Support team in Hungary



    Requirements


    You must have

    * Flawless written English

    * Excellent problem-solving and communication skills

    * Ability to diagnose and troubleshoot basic technical issues

    * Ability to provide step-by-step technical help, both written and verbal

    Big plus if you have experience in


    * Supporting complex IT systems

    * Basic knowledge of software development tools

  • 2 months ago

    Do you enjoy troubleshooting technical issues and are detail-oriented? Are you able to communicate technical information simply and easily to technical and non-technical customers?

    If so, we’d like you to learn about Files.com!

    At Files.com, we believe that providing great customer support is a matter of integrity.

    We won’t feel good about the product we’ve built if customers can’t figure out how to use it, if it has incomplete documentation, or if bugs don’t get resolved.

    So we invest heavily in our Customer Success team with the goal of being overstaffed so that our customers get the best experience possible.

    About Files.com

    Files.com is the new name for BrickFTP, a cloud storage service that has existed since 2009 and has over 1,700 paying business customers.

    (We hope to be launching the new Files.com homepage within the next month.)

    Our company consists of 14 (and growing to 35 by the end of 2019) full time USA-based remote employees who work from home.

    Our products and services are used by over 2,000 enterprises and SMBs, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.

    We’re Bootstrapped, Profitable, and Growing

    Our success comes from building a great service that solves problems for our customers, and our growth comes from expanding and improving our products as quickly as we can.

    We believe that great products can only be built by great people. So we’re on a quest to find the smartest, most creative, and most motivated people, and create an environment in which they thrive.

    We Are A Remote Company

    You will work from home and have some flexibility to choose your working hours, allowing you to make time for family, recreation, vacations, or anything that is important to you.

    You’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. You’ll have the time to take longer vacations and have fun.

    Every quarter, you’ll travel to an in-person meeting with the entire team to meet and work together face to face. These meetings are in cities that are fun to visit. In the last few years, we’ve been to Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City.

    We think that these in-person meetings are vital to the success of a remote team.

    About the Role

    Our Customer Success (Support) Team’s name reflects its primary goal: maximizing our customers’ success.

    Daily responsibilities in pursuit of this goal include responding to customer product inquiries and providing technical support.

    You will help triage customer reported issues and respond to them via phone, email, and chat.

    In addition to providing customized solutions and recommendations, you will be asked to track recurring issues and report them to the appropriate team or individual.

    You can further specialize in things like technical documentation, internationalization, and knowledgebase once hired into this role.

    Minimum Qualifications:

    • Bachelor’s degree or relevant experience.

    • 5+ years of Customer Support / Service experience for a SaaS or technical business services company.

    • Ability to communicate technical information in a simplified, easy to understand manner.

    • Excellent written and verbal communication skills.

    • Top-notch customer demeanor.

    Preferred Qualifications:

    • 10+ years of Customer Support / Service experience.

    • Knowledge of hosting-related topics and technologies like TCP/IP, IP routing, DNS, FTP, HTTP, Email, Firewalls, SSL/TLS, Unix, or Linux.

    • Experience working on a remote team.


  • Normally we hire candidates for our Customer Champion team to work a standard Monday to Friday work week. However, right now we are in need of someone who can help our customers in a full-time, 5 day work week that always includes Saturday and Sunday. If you're excited about this role but you'd prefer a Monday to Friday work week, check out our jobs page for other roles that may be a good fit.

    Hi there!

    We're looking for someone who loves helping people solve tricky technical problems. If you love interacting with people on a daily basis to help them learn how to optimize their work then read on…

    We know applying for and taking on a new job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. We hope you'll take the leap of faith and apply.

    Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

    About You

    You're empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.

    You obsess over the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every email. Maybe it's only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.

    You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.

    You love to write. Almost everything at Zapier is done via written communication (both with customers and between teammates).

    You're persistent. Support at Zapier is much different than at many software companies. It's not the same questions over and over again, and often involves researching technical nuances of the apps we support. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.

    You love doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.

    You love to set your own course. At Zapier, we have quick team meetings each week and one-on-one meetings every month and then we go make things happen. You get to make things happen without someone saying so.

    We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Zapier customers.

    Things You Might Do

    Zapier is a small, fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:

    • Help customers via email or chat to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions.
    • Write documentation to help users help themselves (all the documentation on our help site is written and maintained by the support team: https://zapier.com/help/)
    • Work with the product team to build tools that will speed up and increase the quality of support at the same time
    • Experiment: this is a startup so everything can change

    How To Apply

    We have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate.

    After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

    About Zapier

    For the past six years, Zapier has been helping people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

    We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

    We believe that with the right tools, you can have big impact with less hassle.

    We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

    We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

    The Whole Package

    Location: Eastern US and Canada

    If you want to work remote, that's great. If you want to work near others, that's cool too. Our team of 170+ is distributed because it lets us work with the best people. You don't have to be located in the USA either. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.

    However, due to the unique needs of support, we do hire with coverage for specific timezones in mind. Generally speaking, this means that we count on new teammates to work from the timezone they're hired in. As with every rule, there are absolutely exceptions and flexibilities, and advance notice of long-term timezone changes goes a long way! If you have any questions on this at all, we'd be happy to discuss the specifics of your situation during the interview process.

    Compensation:

    • Competitive salary (we don't use remote as an excuse to pay less)
    • Great healthcare + dental + vision coverage*
    • Retirement plan with 4% company match*
    • Profit sharing
    • 2 annual company retreats to awesome places
    • 14 weeks paid leave for new parents of biological or adopted children
    • Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
    • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation.
    • Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

    *While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to US-based employees.

     

    Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.

    Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

    Apply Here
  • Overview:
    Fexa is looking for a Client Ambassador to join our remote team as we continue to expand our already growing customer base. This position’s primary responsibility is to manage the post-sales onboarding process for new customers effectively.

    Additionally, the Client Ambassador will manage the day-to-day onboarding and customization activities while acting as a liaison between the client and the development team. Strong time management, organization, and communication skills are critical for success in this role.

    Responsibilities:

    • Facilitate the relationship between client and internal teams.
    • Become an “expert user” of our platform.
    • Utilize various communication and project management tools to conduct meetings, document and discuss project expectations, task assignments and timelines.
    • Maintain a reasonable balance between customer deliverables and internal development workloads.
    • Track progress of upgrades and customizations for existing customers.
    • Train customers in their use of our platform by leading training sessions and presentations.
    • Develop forms, training aides and best practices to help streamline onboarding and customizations.
    • Provide (mostly non-technical) support to our new and existing customers on a daily basis.
    • Watch for and keep track of repeat issues that may require the development of a permanent solution.
    • Provide pre-sales support to ensure customer’s key requirements are documented during the proposal process.
    • Collect customer requirements from both written and verbally expressed requests.
    • Occasional travel to tradeshows and customer sites for training and/or implementation.

    Experience and Skills Desired:

    • Excellent communication and presentation skills.
    • Excellent organization, documentation and time management skills.
    • Critical thinking and creative problem-solving skills.
    • Ability to manage multiple projects simultaneously.
    • Experience in communicating technical ideas to non-technical audiences.
    • Ability to learn new tools and software quickly.
    • Positive, self-starter attitude.

     

    Benefits:

    • Health Insurance
    • Dental Plan
    • Vision Plan
    • 401k Retirement Plan
    • Remote working office
    • 2 weeks of PTO
    • MacBook Pro
    • Awesome colleagues
  • 2 months ago
    What we need:
     
    Logikcull is looking for an enthusiastic, empathetic and positive individual to drive customer satisfaction and adoption at the cutting edge of legal technology! Technical Support Advisors are the first point of contact for Logikcull’s customers, and responsible for driving results through passionate customer care. Ideal candidates are excited about using the latest in technology to solve problems, relentlessly curious, and unafraid to be constantly asking “why?”.
    We are looking for someone willing and able to spend their first 2-3 months in San Francisco, California to complete onboarding. This time at Logikcull’s headquarters will help with your understanding of our product, as well as our fabulous team!  After completing onboarding this position will permanently work from home, helping us cover after hour shifts. 

    What you'll be doing:

    • You are the face and voice of Logikcull, and work on the front lines of customer experience
    • Correspond with customers via chat, phone, and email
    • Work alongside our Customer Success team to empower customers, helping them fully realize the value of our technology
    • Have a “first principles” understanding of how electronic discovery data is managed, from which you can creatively problem solve with our user interface with the Engineering, Product Management and Sales teams to advocate internally for users
    • Adopt additional responsibilities including QA of new product features, ticketing maintenance, and upkeep in Salesforce, as well as success-related project work and cross-functional opportunities within Logikcull.
    • You’re excited to grow professionally with a fast-paced bay area tech startup, taking on additional responsibilities and projects as needed

    What we need from you:

    • BA/BS or equivalent experience.
    • Highly empathetic, energetic, and passionate about solving problems!
    • Experience interfacing with customers in a fast-paced and high-pressure environment
    • Superior attention to detail, a little bit of OCD goes a long way!
    • Solid understanding of SaaS methodology
    • Strong organizational and analytical skills, and ability to think on your feet
    • Adept at managing multiple tasks simultaneously, and excellent self-management skills
    • Familiarity with the American legal system, legal technology, or electronic discovery industry a huge plus
    • Experience with platforms such as Salesforce Service Cloud, Intercom, Jira, and Excel
    • Ability to work 5am - 1pm PST from home office
  • 2 months ago
    More and more companies are using GitHub Enterprise, so the support team is growing. When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible. We're looking for Enterprise Support Engineers, in North America, some European territories, Australia, Japan, and New Zealand to support our GitHub Enterprise product installed and managed in the customer's virtualization environment.
     
    Your main responsibility will be to work with our customers via web interface, email, phone and chat to solve support tickets. Tickets are usually opened by internal system administrators, and can include investigating load or networking issues, debugging application errors, and discussing feature requests. You'll also work with our engineering team to prioritize issues and development, and our documentation team to improve customer-facing resources. You don’t need to be a Git expert, but you do need to have technical experience and a passion for helping people.
     
    The position reports to an Enterprise Support Manager and works closely with other teams and leaders across the company.
     
    GitHub works remotely and asynchronously as much as possible. While this role does not require you to live near our office, it will require some travel to meet with co-workers or attend company events.
     
    This role may require working non-standard working hours, including weekends and holidays. 
     

    Responsibilities

    • Solve complex customer support tickets often involving Linux servers, source code, and web application issues
    • Effectively communicate technical information to customers and engineering groups at GitHub
    • Work proactively with customers on activities such as coordinating upgrades, communicating upcoming features, and ensuring their installation is running smoothly
    • Identify bugs and improvements in the GitHub Enterprise codebase
    • Manage urgent customer outages during business hours

    Minimum Qualifications

    • General understanding of how modern web applications work
    • Prior experience providing technical support
    • Excellent problem solving skills
    • Familiarity with some flavor of production-level virtual machine (e.g., VMware ESX, Xen, KVM)
    • Enthusiasm for working directly with customers
    • Stellar English and grammar skills

    Preferred Qualifications

    • Worked closely with large complex customer accounts
    • Familiarity with Git and GitHub
    • Experience with phone support
    • Ability to look through and understand code (Ruby / Bash)
    • Previous experience as a Linux System Administrator
    • Previous experience providing on-site consulting or professional services
     

    Who We Are:

    GitHub is the developer company. Over 31 million people use GitHub to build amazing things together across 100 million repositories. We make it easier for developers to be developers: to work together, to solve challenging problems, to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.
  • Everlane (Some US states)
    2 months ago

    Everlane is seeking empathetic and creative problem solvers for our Customer Experience Team. Our success is rooted in our commitment to not only fielding a customers’ requests, but also anticipating their needs. We’re looking for folks who are socially intuitive, love researching complex issues, and know when to make an exception.

    As a Part Time CX Online Support Associate, you’ll work remotely and autonomously, answering questions that customers write in to support over email or live chat. You’ll troubleshoot issues like lost packages and damaged items, provide sizing advice, and become an expert on Everlane products.

    The position is 20–25 hours per week, and although our business hours are 8am-5pm PST, we field inquiries at all hours. It’s the perfect gig for someone who’s looking to contribute to a fast-growing apparel brand from the comfort of your home.

    Please note: We are only accepting applications from those who file their taxes in one of the following states: California, Colorado, Florida, Illinois, Kansas, New Jersey, New York, North Carolina, Oregon, Pennsylvania, Tennessee, Virginia

    Interview tips: Read this article (http://bit.ly/1PlCk1A) to help build the best resume and application for Everlane. Please keep in mind our interview process is tailored to the candidate and typically includes a project and up to 3 interviews.

    Your day-to-day:

    Email; you’re checking both Gmail and Zendesk at the beginning of and throughout your shift

    Handle product issues: sizing + styling questions, damaged item scenarios

    Handle warehouse issues: wrong items and missing items

    Handle shipping issues: lost packages, delayed shipping concerns

    Study each new Everlane product weekly

    Must work at least 20 hours per week with blocked shifts of 3–8 hours

    Must be available to work one weekend shift

    We’d love to hear from you if you:

    Are autonomous, self-managed, and resourceful given you’ll work alone every shift

    Have a resume and application that is 100% free of spelling or grammar errors

    Have an up-to-date, working laptop or desktop computer with reliable Wi-Fi (100mbps or higher is recommended)

    Can commit to a consistent schedule for at least a few months at a time

    Have Zendesk experience (a plus)

    Are sarcastic (a must)

    At Everlane, we’re rethinking the way retail works. We have no middlemen taking their cut and no brand markups. Instead, we design our own luxury basics and sell them exclusively at a fraction of the traditional retail price. Since launching in November 2011, Everlane has attracted over 1,300,000 members and has been featured in The New York Times, New York Magazine, The Economist, Elle, and GQ.

    Please note before submitting an application: as a company, we take hiring very seriously. Interviewing with Everlane may include video and phone interviews, written projects, and/or on-site interviews. Although we are unable to follow-up with each and every applicant, we do our best to run a thorough process for candidates with whom we identify a potential fit.

    Everlane provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.

    About Everlane

    At Everlane, we’re rethinking the way retail works. We have no middlemen taking their cut and no brand markups. Instead, we design our own luxury basics and sell them exclusively at a fraction of the traditional retail price. Since launching in November 2011, Everlane has attracted over 1,000,000 members and has been featured in The New York Times, New York Magazine, The Economist, Elle, and GQ.

    Please note before submitting an application: As a company, we take hiring very seriously. Our process tends to be longer than other companies because it's very important to us to find the best people to join our team.

    Interviewing with Everlane may include any combination of the following: video interviews, phone interviews, written projects, and/or on-site interviews. Our goal is to assure we find the best mutual fit for each and every role.