Customer Success Specialist

mailparser.io


1 month ago

04/23/2019 23:37:37

Job type: Full-time

Hiring from: US hours

Category: Customer Support


Mailparser and Docparser are growing! To continue delivering a first class experience to our customers, we are hiring an experienced Customer Success Specialist.

The role we are hiring for includes a broad variety of Customer Success related responsibilities, such as answering to support emails, getting on the phone with current and prospective clients, advising customers on how to best set up our software, doing product demos, and more.

We are a fully remote team, but you don’t need to be based in the US. You need to be willing to work during US business hours. Extra consideration will be paid to talent in Europe that can service our clients in multiple time zones. We have customers in a lot of places ;) Our current team is spread across Central, Eastern (USA) and the Central Europe time zone.

This is a part-time role (20 hours per week) with potential for full time growth.

About Mailparser and Docparser

Mailparser is the market leader in email parsing with thousands of customers around the globe. Mailparser makes it easy to extract data from recurring emails, such a contact inquiries, purchased leads, and much more.

Docparser is a document processing and workflow automation solution trusted by hundreds of customers around the globe. Docparser customers range from small startups to Fortune500 companies who want to automate document based workflows. Docparser can be used to extract data from various types of documents, such as invoices, purchase orders, delivery notes, etc.

With both products, we save clients time & money by replacing tedious manual data entry tasks with a fully automated solution.

Responsibilities

* Front-line technical support via email
* Calling prospective customers who requested to be called back
* Doing live demos of our products for higher tier prospects
* Maintaining and extending our support documentation
* Effectively communicate the opportunity our products provide and why clients should want to have our parser software(s) embedded in their daily operations

Required Experience / Skills

* Experience in a customer-facing customer success or account management
* Decent technical understanding on how the web and cloud based applications work
* English Native or Bilingual (Written and Spoken)
* Strong interpersonal skills and experience building strong internal and external relationships
* Available during US business hours
* Reliable Internet connection – 10/mbps dedicated line (minimum)
* Curiosity and willingness to learn
* SaaS experience is a benefit

How To Apply For This Position

Please email us at [email protected] with your CV, cover letter and desired hourly rate. Please add “Customer Success Specialist” in the email subject line. Please ensure your CV & Cover letter are shared on Google Drive with a link we can access. If all of these considerations are not followed, we will have to omit you from consideration. Details are very important in this role.

Please mention that you come from Remotive when applying for this job.

Help us maintain Remotive! If this link is broken, please just click to report dead link!

similar jobs

  • Howdy 👋We’re the folks at SkyVerge, and we build WordPress plugins that help over 100k+ eCommerce businesses grow and manage their WooCommerce stores. Our team is 100% remote, with 21 people distributed all over the world.

    We’re looking for a friendly, talented Customer Support Specialist to join our team and help support our entire suite of products: a portfolio of WordPress plugins for WooCommerce and Jilt, an email marketing platform built for eCommerce.

    You’ll be the first point of contact for hundreds of thousands of eCommerce stores, helping them with problems, and answering questions. As part of a small team, you'll likely get your hands dirty with a little bit of everything. 

    You should be...

    • Excited to be on the customer’s team -- you’ll need to understand and empathize with their problems before you start fixing things
    • A self-starter, capable of working independently 
    • Dedicated to constant experimentation & learning
    • Familiar with HTML, CSS and JavaScript

    Bonus points if you also have…

    • Experience with WordPress
    • Experience with WooCommerce (or other eCommerce platforms)
    • Experience supporting SaaS products
    • Experience with PHP / Ruby (or other programming languages)
    • Native-level fluency in a language other than English (We love being able to support customers in their native language!)

    You’ll be responsible for…

    • Assisting customers by troubleshooting technical problems and escalating to the engineering team as needed
    • Answering pre-sales questions and other feedback from customers
    • Documenting and optimizing our support process to improve customer satisfaction
    • Writing technical documentation and other content so customers can help themselves
    • Helping our engineering & product teams to identify areas where we can improve the customer experience
    • Monitoring social media and forums where customers may have questions or issues with our products and get them the help they need

    Why you’ll love working with us…

    • Kind, wonderful teammates that enjoy their work as much as you do
    • Competitive salary
    • Annual company retreats (read about our last adventure in Lake Tahoe!)
    • Fantastic benefits: 27 days paid time-off, full health insurance (medical, dental, and vision), retirement contributions, paid parental leave, and more!
    • Transparent culture (check out our team wiki)

    Curious to learn more? Read our full position overview and apply here. We're excited to meet you!


    We support workplace diversity and do not discriminate on any protected class. We believe when we work together as a team of different views, experiences, and ideas, we can build amazing things.

  • Who we are

    We're a music tech startup based in Melbourne, Australia, with a mostly remote team. Our app, DISCO, helps people and companies who work with music and other media - labels, artists, publishers, music supervisors, management companies, television networks - manage their music workflow. DISCO is used by thousands of people worldwide, from individual artists to some of the world's biggest music and media companies.


    Since we launched in 2016, we’ve built a reputation for first class customer support, and for going the extra mile for our customers.


    Who we're looking for

    We’re looking for an experienced technical support lead to lead our support team and be the point person for key enterprise clients.


    The candidate can be based anywhere, but will need to be able to cover Australian (AEST) business hours.


    The role will involve:


    • providing technical support to our customers, primarily by live chat, but also via email and phone and video calls


    • writing clear, concise user and internal documentation, and creating helpful support videos


    • overseeing the support team, setting up practices that will help us scale as the product grows


    • customer success: helping customers get the most out of the product, and working with our design, product and development teams to use customer feedback to improve the product.


    REQUIREMENTS

    While we don't necessarily need you to have experience in a start-up environment, we need someone who is happy to work in a small team on a fast growing product, who is technically adept and communicates clearly.


    Our users are passionate about DISCO. We’re looking for someone who understands what we’re doing and is passionate about helping us grow.


    We’re looking for someone who:


    has experience supporting and troubleshooting a webapp, including triaging complex technical issues and relating key information to development teams, internal staff and customers

    has very strong attention to detail – part of the role will involve checking the analysis and work done by lower level support staff, so this is crucial

    has very good written and verbal communication skills (you proof things before you send them; you can write quickly and accurately with the right tone and sound like a human)

    is curious and is always reading up on things you don't know about, and stays on top of trends in technology and things that might affect our startup and your role within it

    has very strong technical fluency (know basic html and css and ideally one other programming language; you pick up new things quickly and like to know how things work)

    has excellent analytical skills (able to troubleshoot problems quickly and efficiently)

    is extremely organised, and able to set up systems for yourself and others

    is able to work independently and quickly, and multi task.

    BENEFITS

    DISCO is a supportive, laidback, collaborative environment, with staff in six countries. There are strong opportunities for growth, advancement and leadership roles within the team. DISCO offers the opportunity to take ownership of your area and drive key initiatives within the business. We’re also flexible on working hours and where you work, with remote work an option for the right candidate.


    We believe in working hard, supporting each other, and building something great. DISCO started out three years ago, and all of our key staff have been with the company for over two years, with very strong retention across all our departments.


    Role will be full time, with salary commensurate with experience.


  • 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.

Remotive can help!

Not sure how to apply properly to this job? Watch our live webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) ».

Interested to chat with Remote workers? Join our community!