Customer Success

Action Verb


3 months ago

04/02/2019 23:01:43

Job type: Full-time

Hiring from: USA

First appeared on StackOverflow

Category: Customer Support


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.


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