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Customer Support (12)

  • 1 month 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.



  • 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.

  • 3 weeks ago

    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.

  • 2 months ago
    10% Happier touches millions of lives already – through our meditation app, best-selling books, and top-ranked podcast.
     
    At its core, meditation is a simple, secular, scientifically validated exercise for your mind. Like running in the 70’s, or yoga in the 90’s, meditation is now poised to become the next big public health revolution. Join the team that’s accelerating this revolution. 10% Happier is backed by extraordinary investors, co-founded by #1 New York Times Bestselling author Dan Harris of ABC News, and guided by the world’s most respected meditation teachers & scientists.
     
    The Role:
     
    As a full-time, remote customer support representative, you will have the chance to deliver exceptional support to 10% Happier customers, creating another positive touchpoint with the 10% Happier brand. You’ll work closely with the Support Manager to ensure the support team is providing effective and timely responses to customer requests and enabling our users to successfully navigate through their 10% Happier experience. As part of a close-knit team in a fast-paced and fun startup, you’ll play a key role in keeping our current customers happy and meeting the demands of potential and future customers as we move into our next phase of growth.
     
    Responsibilities include:
    • Provide front-line customer support for our community via email, live chat, and other channels.
    • Handle customer requests and questions with a thoughtful, friendly and empathetic tone.
    • Proactively take on challenges, research information, troubleshoot problems and creatively deliver results.
    • Work closely with our customers and the Support Manager to identify and escalate bugs, issues and user pain points appropriately.
    • Help create and maintain internal and customer-facing documentation.
    • Assist training of customer-facing staff on relevant product features and internal tools and systems.
    • Provide support on additional special projects as needed.
     
    Ideal Experience & Characteristics:
    • Previous professional experience in a customer service/support environment.
    • Passionate about creating an amazing customer experience.
    • Technically savvy and can pick up new technology quickly.
    • Strong comfort level and familiarity with Desktop platforms and mobile devices.
    • Incredibly organized and detail-oriented, with exceptional critical-thinking and troubleshooting skills.
    • Great writer with a clear, thoughtful and friendly writing style.
    • Self-motivated and accountable, while thriving in a collaborative team.
    • Excellent under pressure and can adapt quickly in a fast-moving startup environment.
    • Excited about making meditation and contemplative wisdom widely accessible.
    • BA/BS degree preferred.
    Benefits: Work remotely from a home office or co-working space. Be a key member of a small team in a very collaborative environment. Get a competitive compensation package with equity and benefits. Do meaningful work contributing to greater well-being in the world.
     
    10% Happier is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.
     
  • Today

    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.

  • As a Technical Support specialist, you will be the primary point of contact to Meeting Owl end-users, resellers, and potential customers through all customer support channels, including chat, email, phone and social media. We are looking for an enthusiastic self-starter, who is comfortable taking the initiative to deliver outstanding customer support.
    Owl Labs’ mission is to solve a problem we’ve all experienced: meetings suck, and they are especially painful for the remote participants on the other side of the call. Considering the rapid growth in remote and distributed work, this is a perfectly timed problem for Owl Labs to solve. The market is hungry for products and content that make remote and distributed work better.
    With $22.3M funding from Spark Capital, Matrix Partners, and Playground Global, Owl Labs has created the Meeting Owl, a 360° smart video conferencing camera that sits in the center of the table and uses robotics algorithms to automatically highlight different people as they talk. After launching the product in June 2017, thousands of companies have purchased the Meeting Owl, saying it offers the most natural and inclusive meeting experience they’ve ever seen.

    Job Responsibilities:

    * Become a Meeting Owl expert. Maintain up-to-date and comprehensive knowledge of the Owl, its features, and its supported video conferencing platforms.
    * Communicate Meeting Owl's features and benefits to potential customers, while answering all product questions and addressing their concerns.
    * Own customer issues from start-to-finish, ensuring customers receive the fastest and easiest resolution to their issues.
    * Troubleshoot and resolve hardware and software issues while maintaining excellent customer support by using standardized tools, or seeking additional help or guidance from Engineering teams as necessary.
    * Escalate interoperability issues to external support organizations in order to investigate solutions and ensure a high standard of customer success.
    * Demonstrate customer relations skills and maintain a positive company and product image during all interactions.
    * By extracting information through customer interactions, provide voice of the customer feedback and suggestions, and product troubleshooting feedback to the relevant teams.
    * Work with SQA and Customer Support teams by testing and qualifying Owl compatibility with new video conferencing platforms and hardware.
    * Write and edit knowledge base articles based on information learned by customer interactions, and input from subject matter experts.

    Required Skills and Qualifications:

    * Experience in a call center, tech support, or another role that has honed great customer service skills. Preferably in a high tech software or hardware environment.
    * Bachelor’s Degree or equivalent experience prefered.
    * Exceptional written and verbal communication skills required, with the ability to tailor custom messages.
    * Passion for learning about and mastering new technology, include software and electronics.
    * Ability to use your resources to troubleshoot technical problems, identify knowledge gaps, and quickly research and find answers to customer questions or issues.
    * Must have the ability to work independently and manage time effectively.
    * If remote, you must be motivated and thrive in a work-from-home or shared office space environment. Your work environment must have a strong internet connection.
    * Dedication to solving problems and delighting customers with quick, polite and efficient customer service.
    * Familiarity with a CRM or ticketing system, and with standard business applications (Google Sheets, Google Docs, Excel, Word, etc.).
    * Experience with video conferencing technologies in a business setting.
    * Experience setting up and troubleshooting Wi-Fi networks, or Wi-Fi connected devices a plus.

    Owl Labs is 33% remote and headquarters are based in Somerville, MA. This role can be either an on-site or remote position. Please specify in your application.


  • InVision is the digital product design platform used to make the world’s best customer experiences. We provide design tools and educational resources for teams to navigate every stage of the product design process, from ideation to development. Today, more than 5 million people use InVision to create a repeatable and streamlined design workflow; rapidly design and prototype products before writing code, and collaborate across their entire organization. That includes 100% of the Fortune 100, and organizations like Airbnb, Amazon, HBO, Netflix, Slack, Starbucks and Uber, who are now able to design better products, faster.  

    Our team is in search of a Growth Customer Success Manager to help us change the way digital products are designed.

    About the Team:

    The Growth Customer Success team is a highly collaborative, fast paced, and evolving group responsible for maintaining relationships with over 1,000 Enterprise customers. We move quickly here and experiment often with new strategies. The team works hard, works together, and has fun doing it as we strive for success.

    What you’ll do:

    • Partner with our Growth segment customers as their trusted advisor; responsible for delivering and communicating ROI throughout the customer lifecycle
    • Your day to day responsibilities include:
      • Onboarding
      • Ongoing adoption
      • Leading product trainings
      • Conducting check-ins
      • Renewal management
    • Identify and source opportunities for expansion within your book of business; collaborate with account managers/sales team to drive growth within these identified accounts
    • Deliver best practices for using InVision as part of your design workflow within different verticals and environments, based on specific client use cases, industry standards, and an understanding of emerging tools
    • Engage with various cross-functional teams at InVision to rally resources on behalf of the customer to further their goals

    What you’ll bring: 

    • 1+ years in a client-facing, pre or post-sales role (preferably in a SaaS environment)
    • Managed 150 or more accounts or can demonstrate strong organizational skills
    • Experience engaging with end-users, evangelizing a product and driving adoption across multiple stakeholder groups
    • Articulate business value of a product, and align to business challenges
    • Bias towards action
    • Experience in a native design environment is a plus!

    About InVision:

    InVision offers an incredibly unique work environment. The company employs a diverse team all over the world. Each InVision team member is given the freedom and tools to do their best work from wherever they choose.

    The benefits we offer in the United States and Canada include competitive health plans and retirement plans. Some InVision-wide benefits offered to all employees across the globe include a flexible vacation policy, monthly coffee shop stipends, annual allowances for books related to your profession, and home office setup & wellness reimbursements. InVision is an international employer so some benefit offerings will vary from country to country.

    InVision is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

  • Scott's cheap flights (US timezone)
    1 week 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!


  • 1 week 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.

  • 1 month ago

    At Signifyd we’re creating a new market. We’re constantly improving and expanding the technology that has changed what fraud protection for e-commerce looks like. So we don’t have time for office politics. We understand that different people have different work styles and we thrive on variety while learning from each other. We’re all Signifyers, so we know that what needs to get done will get done.


    Signifyd is a place where no one is going to tell you how to do your job. If you want help, you'll get it — from all quarters. But we pretty much figure out what needs to be done, who's in the best position to do it and then let that person roll-up her or his sleeves and have at it. We're protecting retailers from online fraud in a way that's never been done before and we could use your help if you're someone:


    - Who believes challenges are best overcome by thinking differently.

    - Who knows his or her role, but isn’t confined by it.

    - Who’s greatest satisfaction comes from helping customers succeed and achieve their dreams.

    - Who isn’t afraid to disagree, convincingly, civilly and honestly.


    Oh, and a few particulars for this role:


    Signifyd is seeking a passionate, driven Customer Success Leader to help build out our CS organization.  As Director of Customer Success you are responsible for the ongoing success of our East Coast and EMEA territories for Signifyd’s high-touch accounts. You will lead a team of Customer Success Managers (CSMs) and will work cross-functionally with multiple internal teams to ensure alignment with customer objectives. Your team will play a crucial role in engaging with customers to ensure optimal platform usage, track key success metrics/outcomes, share product roadmap plans and conduct regular business reviews.  This is a tremendous opportunity to help shape and scale our CS organization as we meet our hyper-growth plans.


    *Candidates should be located in Boston, NY, Raleigh-Durham or Atlanta

    Responsibilities

    Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention

    Leverage knowledge of the Signifyd platform to advise on best practices around product usage with end users

    Develop collateral and conduct periodic account reviews with client executive teams

    Ensure swift resolution of account issues, by leveraging resources from cross-functional teams, as needed

    Provide executive oversight and client communication

    Work closely with Marketing to identify successful customers and turn them into advocates

    Partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully.

    Lead, motivate and develop team of CSMs

    Embody Signifyd values and serve as a role model for team members

    MBA preferred

    Requirements

    5+ years of Customer Success Management/Leadership working with enterprise customers

    People management experience required

    Proven customer management skills with large and complex accounts

    Ability to analyze complex situations, develop associated action plans and lead teams to achieve key objectives

    Creative, resourceful, detail-oriented, and highly organized

    An analytical and metrics-driven work style

    Excellent communication and presentation skills

    Self-starter who thrives under ambiguity in a fast-paced, deadline oriented environment

    Passion for e-commerce and new technology

    Background in e-commerce, payments, fraud or data science is a plus

  • 6 days ago

    Sumo is the #1 lead capture tool for entrepreneurs. We serve over 1 million people daily, across 800,000 websites, all around the world. We made this market and seek to continually dominate it.


    We're looking to grow the company and need you, a customer support hero, to help us get there.


    You’ll be one of the heroes of the Sumo team. You’ll be on the frontlines, loving customers everyday, and making sure that they leave every interaction saying, “Wow...Sumo is dope!”. You’ll interact closely with every department in Sumo (engineering, marketing, sales) and be relied upon to provide crucial customer insights. The Support team is often referred to as the Nucleus of Sumo, and you’ll be strengthening that core.


    This company is not your traditional 9-5. We believe in full flexibility, working on awesome projects, and having fun at work. Once ramped up, you’ll have full autonomy to make gut-decisions to make customers happy. This isn’t to say we don’t encourage you to ask for help, but you should feel confident in your abilities to make split-decisions and champion for a customer for one-off cases.


    With alumni from MIT, Facebook, Microsoft, Google, and successful entrepreneurs, you'll be surrounded by the smartest in the game. You’re comfortable not being the smartest in the room. In fact, this excites you because of the learning and growth opportunities.



    Who you are:

    You're familiar with Sumo and have installed and used Sumo on a website before.

    You believe that excellent customer support is the foundation of any successful company.

    You're crazy organized and detail oriented. Inbox zero? Inbox negative one.

    You enjoy solving problems.

    You come to the table with customer support experience and can jump in quickly.

    You should make sure the last word on your resume says taco.

    You're a self-starter and overachiever. If you spot an inefficiency or bottle-neck, you package it up and bring it to the table with a solution ready.

    You understand processes are there to make things foolproof, and aren’t boring or redundant.

    Zendesk runs through your DNA.

    You have nerves of steel to take on criticism but you have a heart that melts ice caps and can warm up the coldest of customers.

    You understand that support isn't about canned responses, it is about being the foundation which your team stands on in order to accomplish great things.

    You’re feel confident to speak to your work should a CEO call on you during a weekly team meeting.

    You're fun :-)

    What's in it for you:

    You will be an individual contributor helping shape the future of Sumo!

    Flexible work hours. Need to run an errand, hit the gym, or travel? We encourage it.

    Speaking of travel - we don't track vacation days. Take as many as you need. Seriously.

    Two company retreats per year. Whether that’s dog-sledding in Banff or sipping tequila on a boat in Mexico, we reward and celebrate our hard work.

    Best of luck! We’re cheering for you. :)


  • Quottly (USA)
    1 week ago

    As a Student Support Specialist, you are part of the Customer Success team. You are responsible for ensuring that student and college staff interaction with Quottly is a delight. Specifically, you will guide students through the course search, application, and course enrollment process on Quottly’s website. You will also be interacting with school administrators, counselors, and faculty -- answering questions, confirming course articulation, and providing data.


    There is plenty of room for growth in your areas of interest. You will have the opportunity to explore other roles (such as product management, advertising/marketing, management, and data analysis) and will play a meaningful role in building our company.


    --Please note that applicants must be based in US--


    Responsibilities:


    · Prompt, enthusiastic, and knowledgeable handling of customer support requests and queries according to our service metrics.

    · Process student applications for college courses

    · Help students learn how to use the Quottly platform

    · Develop, document, and implement workflow processes

    · Additional responsibilities in your area of interest (IE: Social Media management.)


    About you:


    · Recent graduate with 1-2 years of experience (new graduates will be considered)

    · Excellent customer service skills

    · Must be a go-getter who thrives in a fast-paced, challenging, early-stage startup work environment

    · Strong written and verbal communicator

    · Strong attention to detail and organization

    · Enjoy analyzing customer service data to improve the customer experience

    · Working knowledge of Excel

    · Working knowledge of SQL a plus

    · Previous customer service experience a plus