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Customer Support (49)

  • Precision Nutrition (US or Canada)
    Today

    PN is looking for a Client Care manager who’s passionate about health, fitness and helping people live their best life.

    Precision Nutrition is growing, and we need an organized, multi-talented leader who can help us refine the client care practices of a fast-growing organization. As one of the largest nutrition coaching companies in the world, PN is bigger than it’s ever been — and it’s about to get bigger.

    To help us scale, we need an agile, intuitive manager to build a customer support team and refine its strategy so we can help millions more people live healthier, happier lives.

    We’re embarking on a new adventure, and we need an experienced manager to scale our customer support.

    We’ve got an exciting journey ahead of us…

    Over the next 10 years, Precision Nutrition will be expanding its world-class education and coaching services into a wide range of new fields, including yoga, group exercise, sports coaching, athletics, manual therapy and more.

    To help us reach our goals and keep us moving forward, we need a Director of Customer Experience who knows how to boost both satisfaction and sales through the art of customer care.

    Who we’re looking for

    An adaptable manager fluent in every aspect of customer success.

    You’re adaptable.

    Things change, and you’re deft at pivoting quickly. You aren’t too cautious, and you don’t overthink, yet you’re able to quickly integrate perspectives and move forward. As our strategy evolves, you can unpack what that means for the team, prioritize new tasks, and determine where client care can have the biggest impact on Precision Nutrition as a whole.

    You're an independent, confident decision-maker.

    You make things happen. When you're getting competing feedback, you know how to make an executive decision and keep moving. You trust in your own knowledge of best customer care practices, and if something doesn't feel right, you’re ready to jump in and make a change.

    You’re an exceptional communicator who can grow a team.

    You know how to inspire and be heard. You know the importance of communication, and can clearly articulate the rationale for your decisions. You’re good at identifying and leveraging your team members’ strengths, and where they have blindspots—you find ways to fill those gaps.

    You know the tools of the trade.

    You’re a savvy Service Cloud expert, and you know how to make use of its metrics so we’re using our customer data to its fullest potential. You know the channels through which we interact with clients—Facebook, Instagram, Twitter, direct email systems, and perhaps even phone—and you’re proficient in using them for customer service and success.

    You can zoom in and zoom out.

    You’re leading the client care team, which means you’ll be taking in lots of input from all sides—whether it be the front lines of customer service or what’s happening in the rest of the company at large. You’ll need to be able to help solve the small problems while also taking into account Precision Nutrition’s wider goals.

    You’re a mind reader.

    Well, not really—but you’re intuitive as heck, and you know how to read between the lines. You understand people, giving you the uncanny ability to anticipate a customer’s needs, understand the difference between what they say and what they mean, and know how to respond empathetically.

    You’re a prioritizing machine.

    When confronted with multiple competing perspectives, you’re able to hone in on what has the most value to the company at any given moment—and push back on the stuff that isn’t.

    You're flexible and resilient.

    PN is a fast-evolving company, and you have to thrive in an environment where you're always learning, testing new approaches, and seeking out other perspectives.

    What you’ll be doing

    Expanding and guiding a killer team that helps our customers succeed...

    You’ll pave the way for our rapidly expanding client care team to be more agile, proactive, and effective.

    Your mission is simple: build and scale the team into a well-oiled machine that can both solve our customer’s problems and sell them on our products. That means:

    • Building a flexible team. You’ll be handling everything from designing a flexible structure and onboarding new hires to training them and managing supplemental contractors. You decide what the team looks like, how they’re allocated to our different products, and how our customer service and success practices are developed.

    • Honing your team’s skills. You’ll develop ongoing training programs as we bring new people in, and define operational metrics for the team. You’ll build a system for tracking those metrics, review them regularly, and share them at the company level. You’ll always be looking for ways to improve our approach.

    • Learning our clients’ needs. You’ll identify insights from our clients’ issues, and ensure those are translated to the development, product, and marketing teams. You’ll learn the journey prospective customers go through as they come to us, and will have the opportunity to make actual sales through the customer service channels. You’ll learn about all of our audiences, and develop responses to the problems they have so we ensure they all leave telling their friends about the amazing experience they just had with Precision Nutrition.

    • Developing our strategy. You’ll identify the customer service industry’s best practices, decide which ones make sense at Precision Nutrition (or how we need to alter them for the way we work), and implement them for the team.

    • Working with the budgets. You’re responsible for P&L as it relates to the client care team, so you’ll be building budgets, managing forecasts, and proposing business cases for the different tools and organizational approaches that make sense for the team and PN.

    A few important caveats

    This is a dream job, if you’re the right person for it.

    Must-Have #1: You must be experienced.

    You have 10+ years of proven experience successfully leading operational customer service and success teams, both in B2B and B2C environments. You have a clear track record of developing service level agreements, developing key performance indicators, ensuring compliance, managing reputation, and communicating the company’s vision to your remote team. You have experience implementing systems that increase efficiencies and improve our overall customer experience.

    Must-Have #2: You know every aspect of the field.

    You aren’t just well-versed in customer service, but you also have a background in sales and customer success—and ideally even SaaS. You know how to establish best practices in all these areas so we’re serving our customers’ needs as efficiently as possible. 

    Must-Have #3: You’re tech-savvy and analytical.

    You know how to prioritize inputs coming in and make recommendations. You have a keen understanding of financial metrics, budgeting, forecasting, revenue generation, data management analysis, and the ability to turn those into actionable plans. We rely heavily on digital support, so you’ll need a certain level of technical acumen to lead this team.

  • Yesterday

    About Us

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

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

    About This Role

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

    About You

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

    Desired Skills and Experience

    • 5 years of customer service experience

    • Experience in managing a team of customer support agents

    • Familiarity with best practices in workflows and software integrations

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

    • Excellent communication and presentation skills

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

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

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

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

  • 2 days ago

    Support Agents focus on providing support for customers and users of GitLab.com. They are the first point of contact when a customer has trouble. They should be cool under pressure, comfortable with technology, and always willing to go the extra mile to make things right.

    Responsibilities

      • Engage with our customers to triage customer issues via email

      • Collaborate with Support Engineers and the GitLab Community to get bugs fixed

      • Create or update internal documentation on support processes

      • Maintain good ticket performance and satisfaction

    Requirements

    • 2+ years in a customer facing / customer service role, ideally in a technical capacity.
    • Experience with Git / source control and/or the software development lifecycle.
    • Customer oriented individual; has the ability to adapt and respond to different kinds of characters.
    • Good problem solving skills that result in quality resolutions.
    • Have a good understanding of how SaaS software works
    • Desire to dive in and understand problems
    • Driven to understand new challenges
    • Customer focused always
    • Excellent spoken and written English
    • Successful completion of a background check

    Nice to haves

    • Previous experience in a startup or environment that is scaling would be an added benefit for this role.
    • Familiarity with terms like 'CI/CD', 'test-driven development', 'Docker registry' or '2FA'
    Remote-MLY
  • We’re looking for a support team member who will help our clients and partners with their technical questions and integration. Your job will be to resolve requests via phone and email with the help of our manuals and the Development team (if necessary).

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

    Requirements: 

    • Ideally, 3+ years of customer service experience. 

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

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

  • The Opportunity 

    Shorthand is a growing company that provides a digital publishing platform to many of the world’s best known publishers, brands, not-for-profits, and universities. With customers on every continent (except Antarctica!), there’s never been a more exciting time to join Shorthand. Our company has the rare distinction in this era of money-burning startups of being both investor-backed and comfortably profitable.

    We aim to enchant our customers, and as the first point of contact for prospective customers, the Customer Onboarding Specialist role is crucial to achieving that aim.

    The Role 

    We tend to do things a little differently at Shorthand. For one thing, we’re a small team distributed around the world. You’ll be working from home, or from our London co-working location in South Bank, amongst some of the city’s finest bars and eateries.

    In this role, you will report to the Head of Growth, and work closely with your team members in sales, support and customer success.

    We are looking for someone who: 

    • Has previously held a customer onboarding role or a similar role, such as Account Executive, Customer Success Manager, or Customer Support Manager. 

    • Has impeccable communication skills, particularly with respect to writing. 

    • Projects an upbeat, friendly manner in person and online. 

    • Gains deep satisfaction from helping others to be successful. 

    • Can learn fast. 

    • Has significant experience in communicating with customers. 

    • Is skilled in listening to customer problems and finding solutions to those problems. 

    • Has had prior experience with billing systems, and/or creating and sending quotes and invoices. 

    • Is able to triage a competing set of priorities to obtain an optimal outcome.

    Core Responsibilities: 

    • Proactively engage prospective customers who are trialling our software-as-a-service products by helping them derive value from those products as quickly as possible. 

    • Respond to enquiries from prospective customers via email and other channels. 

    • Become expert in the use of Shorthand and demonstrate the product to customers. 

    • Configure customers’ Shorthand settings, as appropriate for their subscription level. 

    • Create subscriptions for customers in our billing and subscription system, and/or guide customers through the online billing process. 

    • Report bugs in the product as they are found. 

    • Pitch new product features based on a deep understanding of customer requirements. 

    • Work closely with colleagues in the sales, support and success functions. 

    • Provide feedback to the Head of Growth on any friction points in the onboarding process. 

    • Occasionally attend relevant events.

    Qualifications: 

    • A minimum 3 years of experience in a role involving frequent communication with customers or partners. 

    • Experience of working in a small business or startup environment. 

    • Experience collaborating with diverse, geographically-dispersed teams preferred. 

    • Exceptional communication skills. 

    • General experience in configuring and using software tools. 

    • University degree in a relevant field preferred. 

    • Passion for writing, visual communication and storytelling is a must.

    Personality Attributes: 

    • You are a proactive self-starter, who does not need to be told what to do and will be resourceful in order to find solutions to any challenge. You are not afraid to get your hands dirty. But you’re also collaborative and consultative when necessary. 

    • You have empathy in spades and an insatiable desire to deeply understand who our prospective customers are, so that you can help them derive value from our products as quickly as possible. 

    • You thrive in a fast-paced and demanding environment, possess a high level of intellectual curiosity, and demonstrate strong judgment in the face of ambiguity. 

    • You are an agile, goal-oriented personality, driven to succeed and always up for a challenge! 

    • You are friendly and outgoing, thriving on human connection with our customers. 

    • You are happy when our customers are happy.

  • Here at Livestorm, we're building what we consider to be the future of B2B video solutions.

    As part of the support team, you will join a crew of product experts willing to give great service, help customers in their day to day usage of Livestorm. You'll be the proxy between our customers and the product team.

    We're a startup based in Paris/France, but we're looking for new teammates to help us widen our support coverage to the US. This position is remote, so you'll be working from the comfort of your own home.

    Note that this position requires to work on PST hours (aka US West Coast hours). Our ideal teammate should be able to demonstrate good decision making and autonomy.

    Mission

    • Help US timezone based customers successfully use Livestorm
    • Work either remotely or with a custom schedule to cover the US timezone
    • Respond quickly to customer questions and requests through live chat and email
    • Improve our documentation (written and videos)
    • Come up with new content ideas to help customers
    • Provide detailed and accurate product feedback to the team


    US Operations

    Being in charge of the US market, you will be either:

    • based in the US
    • working from a remote location in the US timezone
    • based in France / the EU working on the US schedule


    Requirements 

    • 1+ years of experience in Customer Support or a client facing role
    • Fluent, ideally native, in English (both written and spoken)
    • Enough French in order to communicate with the team
    • Previous experience with Intercom or another live chat software
    • Have the ability to work remotely and communicate efficiently
    • Excellent customer service and problem-solving skills
    • Flexible and agile in adapting to quick changes in a startup environment
    • Always a willingness to go the extra mile to please and delight users
    • Positive minded and team player
    • Excellent writer and communicator
    • Internet savvy with a strong interest in startups
  • Here at Clerky, we build software to make legal paperwork easier for startups and their attorneys. We're profitable and growing sustainably. We're the most popular way for high-growth technology startups to form, and are also used by tons of top-tier startups for hiring and fundraising.

    As a senior customer operations associate at Clerky, you will be the voice of the company to thousands of startup founders, investors, and attorneys. These customers use Clerky to get critical legal paperwork done, often on a tight timeline. Our success is based on word-of-mouth, so we have a strong culture of providing world-class service (ask us about our satisfaction ratings!). We are rabidly customer-centric. Both our founders have substantial work experience in customer operations, and consider it integral to driving revenue and growth.

    Helping our customers can be unusually challenging due to the nuanced and specialized nature of their questions. The level of craftsmanship that goes into writing responses to our customers can be intense. Doing the job well can require a lot of iterative feedback, so we're looking for someone who thinks critically about their writing and is always looking for ways to improve. Along the way, you'll also pick up a ton of knowledge about startups and startup law. If you love learning and constantly challenging yourself, this position is for you.

    We're looking for someone who genuinely loves helping others and is dedicated to a career in customer operations. We want to support you as you grow in your career, and this position has tremendous opportunity for growth and advancement within customer operations, but it is not a good fit as a stepping stone to other departments.

    Responsibilities

    • Writing thoughtful and empathetic replies to customer emails using our help desk software, Help Scout

    • Writing and maintaining help center articles, and identifying topics for new articles based on customer inquiries

    • Coordinating with registered agent services to submit government filings

    • Spotting trends in customer issues that other team members should be alerted to

    • Identifying pain points for our customers and proactively reaching out to ensure they're successful in using Clerky

    • Targeted outreach to customers for various product initiatives

    • Working with our engineering team to debug software issues our customers encounter

    • Assisting product development by testing new features and bug fixes, and conveying customer feedback

    • Assisting in maintaining the library of templates that our customers use to complete paperwork

    Minimum Requirements

    • Genuine love for helping people and high emotional intelligence

    • Exceptional written English communication skills, including the ability to write precisely and succinctly

    • Dedication to a career in customer operations

    • Extremely detail-oriented

    • Ability and desire to deeply focus on your craft

    • Comfort with working remotely and independently

    • Technologically savvy - you should be confident in your ability to use new software without training

    • Drive to do it better than it's ever been done before

    • 2 years+ of experience in email-based customer support

    • 1 year+ working remotely

    How We Work

    • Clerky is made up of remote and co-located team members, and we're set up with the transparency and asynchronous communication methods to ensure that remote team members never miss out on anything.

    • Our team is small, so everyone's contributions matter. We all work efficiently, autonomously, and with great respect for each other.

    • We work openly and collaboratively. We’re here to support you in being successful in this role. We aren't shy about asking questions or giving feedback, and we don't want you to be either. You'll work closely with our customer operations lead to ensure our customers are getting the best possible support and experience.

    • Everyone on our team works hard, and we trust team members to know what will help them be most productive. Schedules are flexible as long as team coverage requirements are met.

    • We want to help you grow, so we have a budget for books, courses, tools, or whatever other educational resources you need to be successful.

    • We offer top-of-market compensation and benefits, reasonable hours, and the opportunity to learn a lot while helping our customers through an exciting time in the early stages of their new businesses.

    This is a 100% remote position. You'll be able to work from home (or from anywhere else). You don't need to be in any specific geographic location, but you must be able to work normal business hours for the Pacific time zone. We offer top-of-market compensation and benefits, reasonable hours, and reasonable customers. No legal experience or background is necessary or preferred.

  • 6 days ago

    This is a full-time remote position.

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

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

    In this role you will:

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

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

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

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

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

  • 1 week ago

    Fully Remote Position

    BriteCore is seeking to hire a Customer Success Manager, to provide excellent customer service to our clients. This position will ensure every department in the company is providing excellent service to our clients.

    Key Responsibilities

    • Attend High Profile Customer Meetings and lead conversation around aligning goals and meeting objectives

    • Serve as point of contact for Customer escalations

    • Work with other departments to follow up on customer needs

    • Create customer need documents based on interactions

    • Travel onsite with customers regularly, sometimes on short notice (50-80% travel)

    • Ability to balance customer needs with customer budget

    • Own the NPS process and ensure improvements across the company

    • Understand customers business objectives and create action plans to address

    Required Skills

    • Bachelor's degree

    • Excellent written and interpersonal communication skills

    • Friendly, empathetic and patient with others

    • Superior analytical, organizational and research abilities

    • High level of initiative and ability to work in a team environment

    • Ability to work after normal business hours

    • Ability to manage multiple tasks in a day

    Benefits

    • Retirement plan with company match

    • Comprehensive health insurance coverage including medical, dental, and vision

    • Flexible schedule

    • Relaxed work environment

    • Remote work

  • 1 week ago

    We’re looking for a proven customer success pro to drive our customer success strategy and lead our growing team.

    In this role, you’ll help build, optimize, and scale our customer success program. You’ll develop a deep understanding of Articulate customers’ needs and how to tie those needs to the value of Articulate 360. And you’ll lead an experienced, driven team of customer success pros to help expand our footprint within existing accounts and secure renewals.

    Core Responsibilities:

    • Lead the growth of our effective, high-performing customer success team to fulfill the mission of the team

    • Coach, mentor, and develop each team member to reach their full potential

    • Drive, refine, and optimize our customer success strategy

    • Develop a deep understanding of customer needs and be able to tie them to specific product features, benefits, and value propositions—and ensure your team knows how to communicate them effectively

    • Identify seat expansion and multiyear contract opportunities, develop effective outreach strategies, and ensure that the Customer Success Team converts those opportunities

    • Help define and drive the creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments

    • Drive and optimize programs to grow and expand our VIP customer accounts in conjunction with other teams

    • Work with our reseller partners to reduce their churn and optimize their customer success programs using data analysis to determine the best recommendations

    • Own and analyze reporting on all Customer Success Team metrics, to include churn metric analysis, customer success task effectiveness, and measurement of VIP program

    • Make data-driven recommendations to optimize Customer Success Team operations and processes continuously

    • Meet key performance indicators around churn, customer satisfaction, seat addition, and renewal activities

    • Work cross-functionally to implement and modify programs and processes that increase customer happiness

    Qualifications:

    • Successful track record of helping to build and optimize scalable customer success programs in a SaaS tech environment

    • 5+ years of customer relationship management

    • 2+ years managing customer-facing team

    • Proven ability to coach, mentor, and develop individual contributors

    • Proven experience developing customer success programs that are differentiated based on the size of the customer account

    • Previous revenue responsibility and proven data analysis skills

    • Leadership and management experience that helps you build effective, high-performing, and happy teams

    • Excellent customer service skills and a knack for developing strong customer relationships

    • Ability to build relationships and buy-in for your projects effectively across the organization

    • Naturally curious, with excellent critical-thinking skills

    • Resilient, adaptable, and thrives in a fast-paced environment

    • Excellent verbal and written communication and presentation skills

    • Can work independently, while also functioning and contributing as part of a team

    • Ability to learn new technology

    • Working knowledge of Salesforce required, experience with Articulate 360 a plus

    • Positive, empathetic, driven, collaborative, flexible, and confident

  • 1 week ago

    Do you have what it takes to be PadPiper Employee #1? We’re straight out of Y Combinator, just closed our first round of fundraising, and are hiring our first employees.

    ABOUT PADPIPER 

    PadPiper helps renters live happier. PadPiper is a marketplace where thousands of renters from 40+ countries find places to live, people to live with, and activities nearby. We’re constantly improving, growing, and living the startup life. This year, we’ve processed over $1.2 million in rent payments, and we release product updates every week.

    THE OPPORTUNITY

    At PadPiper, Customer Success is key to our business. Renting can be stressful for anyone involved — hosts, renters, and partners. Our customers rely on PadPiper, and we want to provide them with the best possible support. Our Customer Success team’s top priority is to ensure that our customers’ experience using PadPiper is delightful and productive.

    As a Customer Success Specialist, you’ll join us in paving the way for our Customer Success Team. Your task is to make our customers happy and productive. This is a demanding role that requires you to be an advocate for the product and empathize with users. If you love a challenging, high-volume environment across multiple channels and can delight and support users every step of the way, we want to hear from you. 

    CORE RESPONSIBILITIES

    • Providing thoughtful, personalized communication to our renters, hosts, and employers via email, chat, and phone to help them get the most out of PadPiper.

    • Creating written and video content to empower our users to self-service.

    • Effectively resolve customer inquiries in a considerate and timely manner.

    • Investigate and troubleshoot users’ issues.

    • Proactively identify opportunities to improve the customer experience and share with appropriate channels.

    • Assisting during quality assurance (QA) tests of new features and releases.

    REQUIREMENTS 

    • 2+ years of experience in customer support by phone, chat, or email, and know how to do it well. You understand the role of Customer Happiness and go above and beyond to support the customers. 

    • Ability to solve problems quickly. 

    • Naturally empathetic person who is a strong communicator with excellent interpersonal skills. 

    • Understanding of the web and how it works. You’re not deploying your own code, but you’re not intimidated by technology. 

    • Confidence to ask for help when something is over your head.

    • Ability to work from 9am-5pm PST. 

    • A desire to learn, grow, and work in a fast-paced, ever-changing startup.

    OUR TEAM 

    We’re a tight-knit and dynamic team of product experts, tinkerers, soccer ball kickers, squash players, world travelers, podcast listeners, skiers, and squatty potty-owners. We came together after renting 49 apartments in 7 years during which we realized how bad the renting process is. We decided to fix it. We learn fast and love working with and challenging each other. In our past, we’ve worked on products for big and small companies, including Google, Apple, Salesforce, FarmLogs, and Ticketmaster. 

  • 1 week ago

    (project management experience required)


    Are you a project manager who loves to interact with customers? Do you enjoy delighting people by showing off technology solutions? Do you have a passion for solving complex problems?

    Now, imagine this — you get to help many of the world's best-known companies innovate, manage major projects, and build and market better products — 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 supporting customers 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 project management best practices drawn from personal experience.


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


    As a Customer Success Specialist 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 1–4 years of experience successfully managing projects related to software delivery at a technology company (or equivalent experience)

    • Can detail how delivered projects significantly impacted customer and company growth

    • Writes exceptionally well

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

    • Is passionate about delivering extraordinary customer experiences

    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.


  • 1 week ago

    What We’re Building 

    After creating custom payment systems in-house at previous companies and realizing the pain of keeping these ad-hoc solutions up to date, we started asking how other businesses were handling their business-to-business payment needs.

    We spent 9 months conducting over 300 customer development interviews and came up with a framework to build the simplest way to send and receive B2B payments. Almost two years later, we have a product that we are proud of and a healthy list of happy customers, but we are really just getting started.

    Success at Routable 

    We are looking for individuals who are problem solvers and have a passion for helping customers.

    At Routable, our mission is to make the best Accounts Payable and Accounts Receivable product in the world, adding color to the otherwise grey field of accounting.

    Customer Success ensures that our customers have access to all of our knowledge and experience around what is going to work from a compliance and user experience standpoint to help them succeed.

    Routable is a complex platform with lots of room to customize different experiences and flows. Customer Success folks navigate that complexity to ensure that we are giving the best experience and tools to our customers.

    On top of being advisors to our customers, Customer Success is responsible for ensuring that our clients get day-to-day support that is needed if any issues or concerns arise. Customer Success works closely with our Marketing, Engineering and Integration teams handling customer questions and providing crucial feedback to help inform how new features are built.

    Who we’re looking for: 

    In order to be successful at Routable, you should have: 

    • A drive to help make accounting and payments a breeze 

    • An ability to work independently within a small, fast-paced team 

    • An entrepreneurial spirit and unrelenting passion to deliver the best service possible 

    • The ability to implement feedback, learn quickly, and contribute new ideas 

    • A general concern for the well-being of others and the desire to work on problems that maximize a positive future for humanity

    Need to have: 

    • Strong communication + ability to interact with other humans 

    • Knack for analyzing data so that you can better figure out from a big picture standpoint what is working and what's not working for our customers 

    • Familiarity with Slack, Intercom and HelpScout are great, but not required (this can be easily learned on the job) 

    • Technical knowledge is a plus (we work with a lot of developers)

    Perks: 

    • Growth potential 

    • Competitive salary 

    • Health insurance

  • 1 week ago

    About VividCortex

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

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

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

    About the Role

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

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

    Responsibilities

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

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

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

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

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

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

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

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

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

    Preferred Qualifications

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

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

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

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

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

    Bonus points if:

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

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

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

  • 1 week ago

    About Loom

    Loom has helped over a million workers get their message across through instantly shareable videos. With Loom, you can capture your screen, record your front-facing camera, and narrate your video all at once — no switching apps or upload required.

    We are building the world's leading workplace human communication platform. Our mission is to enhance workplace communication and bring back its humanity. Our target market is the ~1.2B knowledge workers in the world.

    The Role

    As a Support Specialist at Loom, you’ll be the hero in our front lines assisting hundreds of Loom customers every week. We are looking for support champions who are genuinely happy to help others. If this sounds like you, you came to the right place!

    As a Loom's new Support Specialist, here's some of your responsibilities...

    • 💖 Helping customers via email and social media to ensure they are successful with our product (our current Support Specialists send around 40-50 emails per day)

    • 🛠 Troubleshooting and investigating support inquiries to quickly identify any issues

    • ☎️ Jumping on ad-hoc calls with customers to provide help and product education, as necessary

    • 📝 Actively collecting and documenting insights from customers to send to the Product team

    • 🐦 Contributing to our social media presence by actively monitoring platforms where Loom customers are present and engaging with them through content creation

    • 📚 Auditing and updating any current support resources as the product changes (Help Center, Saved Replies, etc.)

    • ✍️ Creating new documentation such as FAQs, guides and knowledge-base articles for Loom customers and our team

    • 🚀 Assisting with projects related to improving our support at scale processes

    We want to hear from you if you...

    • Have previous experience delivering excellent support experiences with respect, empathy and understanding

    • Have great video presence and love engaging with customers through video

    • Are a self-starter who is capable of working independently

    • Genuinely enjoy solving problems and pride yourself in providing great customer support to everyone you speak with

    • Have the ability to work in a fast paced environment and handle a high volume of support conversations

    • Have excellent written and spoken English and likes to over-communicate (with both customers and team)

    • Are comfortable working remotely with a distributed team

    • Bonus: Previous experience with social media (monitoring & creating content)

    Important note: We are looking for candidates in the Central or Eastern Time Zones (around GMT -5:00) to work a full time schedule that may span weekends and/or holidays as our customers need us

    Perks at Loom

    • Work with a driven, welcoming team at a company that is changing how people communicate every single day

    • Competitive compensation and equity package

    • Medical, dental, and vision coverage (US-based)

    • Unlimited PTO

    • Yearly off-site retreats (this year we went to Costa Rica for a week!)

    • Remote weeks every-other-month. Work from the beach, mountains, home... The world is your oyster!

    • Learning & Development stipend

    • Healthy lunch catered every day + snacks and beer in-stock (SF office)

    • Healthcare stipend (non-US-based)

    • Home office & technology stipends (remote)

    • At least two all-expenses-paid trip to San Francisco every year (remote)

  • 2 weeks ago

    This position is remote, based in North America.

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

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

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

    Responsibilities

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

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

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

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

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

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

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

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

    Requirements

    • BA/BS degree

    • 3 years of customer success experience

    • 5 years experience in program management and/or operations

    • Experience developing and improving processes and policies

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

    • Strong analytical ability and able to prioritize multiple projects

    • Strong communication and collaboration skills

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

    • SaaS and B2B experience preferred

    • Experience with support and/or professional services a plus

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

    Compensation

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

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

    Remote-US
  • 2 weeks ago

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

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

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

    Our company is fully distributed and remote:

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

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

    🤔 Customer success with us 🤔

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

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

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

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

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

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

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

    ⭐️ What you will do ⭐️

    Day to day, you will:

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

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

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

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

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

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

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

    ✅ What you will need to succeed: ✅

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

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

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

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

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

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

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

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

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

    🍰 Brownie points: 🍰

    Let us know how many 🍰 you deserve:

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

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

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

    • Si tu parles la langue de Molière 🇫🇷, on rajoute des crêpes! 🥞😋


    What we offer:

    • Competitive salary, including the possibility of stock options.

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

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

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

    • All the resources and tools that you need to succeed

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

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

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

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

    Requirements:

    • Remote is fine. 

    • Part time is fine. 

    • Tech savvy. 

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

    • Experience with project management is a huge plus. 

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

  • 2 weeks ago

    InTouch is a system designed to help property professionals become more transparent, communicate with efficiency and embrace automation. Help us create something awesome.

    You will be joining the InTouch support team providing assistance to new and existing users of InTouch. Dealing with a varied level of IT user, you will take enquiries and lead them through to successful resolution. Enquiries will be mainly related to InTouch case management software but will also involve Xero, Outlook and Microsoft Office products.

    You will become an integral member of our team, helping to drive the business forward and improve user experience.

    Skills are important, but even more so, is attitude. If you love talking to customers, problem solving and helping with IT related issues this job is for you.

    We pride ourselves on our quality of work and our reputation. We are a small ambitious team, motivated in improving the house buying process for all involved.

    Responsibilities

    • Provide client support and technical issue resolution via email and phone

    • Understand client software needs

    • Resolve technical issues by guiding clients through specific features of InTouch

    • Successfully set up new clients

    • Ability to work independently and to deadlines.

    Experience Required

    • Graduate in an IT related subject,

    • OR 3+ years customer service with IT experience,

    • OR 3+ years experience working within the conveyancing industry

    Essential Skills

    • Must be computer proficient with basic computer troubleshooting knowledge

    • Excellent communication, customer service and writing skills are essential.

    • Strong analytical and problem-solving skills

    • Experience with Microsoft products

    • Demonstrate strong collaborative teamwork and people skills.

    • Strong level of enthusiasm and an ability to work within an intellectually stimulating, high-energy team.

    • Attention to detail, ability to manage time effectively, ability to work independently but within a team environment.

    • Ability to meet deadlines and commit to team goals.

    • Bonus Skills (not essential)

    • Conveyancing experience

    • Law firm experience

    • Accounting experience (especially in a legal environment)

    Benefits

    • Competitive salary £25,000 - £40,000, dependant upon experience

    • Open communication & transparent culture.

    • Wear what you like to work

    • Work where is best for your satifisfaction & productivity, whether that's at our office or at home

    • Take your birthday off, on us

    • Relaxed and friendly team

    • When applying, please provide us the following information;

    • An overview of what you’ve been doing the last 3 years

    • A CV and/or LinkedIn profile.

    How to apply

    Please send your CV and/or a link to your LinkedIn profile to [email protected]

  • 2 weeks ago

    FR/EN Customer Care Agent for Vacation Rental Software

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

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

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

    Responsibilities: 

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

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

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

    • Collaborate with our team members across the globe

    Qualifications:  

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

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

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

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

    • High attention to detail with a personalized touch

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

    • Must handle confidential information in a professional manner

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

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

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

    • Preferably based in the Americas to cover corresponding time zones

    Sounds interesting? Contact us now!

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

    Job Description

    Customer support at Trello is different.

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

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

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

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

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

    Job summary

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

    You’ll do this by:

    • Troubleshooting and answering their questions via email and social media

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

    • Relaying insights from customers on to our product team

    • Providing service status updates via our StatusPage and social media

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

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

    More about you

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

    Requirements

    • Knowledge of Trello and passion for the product

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

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

    • Basic understanding of HTML, CSS, and Javascript

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

    • A broad creative or technical curiosity

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

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

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

    • Strong writing skills

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

    • Programming experience in any language

    • Fluency in languages in addition to English

    More about our team

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

    More about our benefits

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

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

    Mission

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

    Technical skills

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

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

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

    Required experience

    • Customer-facing support

    • Optimizing reply & resolution times

    • Managing our support systems and processes

    Preferred experience

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

    • Git

    • Caldera Forms

    • Gravity Forms

    • Beaver Builder

    • Elementor

    • ManageWP

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

    Outcomes

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

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

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

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

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

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

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

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

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

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

    Competencies

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

    • Practice radical transparency

    • Make decisions and own them

    • Take customer-focused action

    • Deliver exceptional results on-time

    • Double check all work for completeness and correctness

    • Lead by example

    • Always have the backs of other Buffs

    • Work full days during your shift

    • Maintain regular communication with people you're managing

    • Don't criticize, condemn or complain

    • Give honest and sincere appreciation and feedback

    • Arouse in the other people an eager want

    • Hold everybody to high standards, including ourselves

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

    Tools we use

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

    The other stuff

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

    Compensation

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

  • 3 weeks ago

    The Company:

    We’re a tech company that’s changing how people bank and think about their finances. We value empathy, curiosity, craft and efficacy. Our mission is to help people feel confident with their money. We do that by bringing humanity, elegance and ease to the consumer banking experience.

    The Job:

    As the head of Simple’s Customer Operations function, you'll be responsible for the ongoing design, implementation, and management of successful customer support strategies. These strategies will be designed to scale alongside the changing needs of our customers, team, and business. You'll work closely with Simple department heads to identify opportunities (both across the company & externally) that will optimize Simple's long-term success.

    As a leader here at Simple, you will develop and maintain employee engagement programs that reflect our company values  (craft, efficacy, curiosity, and empathy). You will play an active role in building an effective team & enabling career development across multiple job roles and levels.

    The Team:

    We're working to delight our customers - and the Customer Operations team plays one of the largest roles in making that a reality. Time after time, Simple customers cite "phenomenal customer service" as the reason they love banking with Simple. The VP of Customer Operations manages a team that includes operations, tooling, learning & development, and customer support agents, all with a focus on delivering high-quality customer contact through phones and messaging.

    This role partners closely with leadership across Product, Engineering, Marketing, Risk Management, People Team, and Finance. You'll collaborate with these teams to ensure consistent, high-quality user interactions and customer-focused product enhancements.  

    About You:

    You are a strong customer advocate, a seasoned people manager, and a strategic and analytical leader with a clear vision. You thrive in an evolving environment, and you have a proven track-record of building a trusting and cohesive organization. You have led customer-facing teams within a regulated technology company, and you pride yourself on building & operating a phenomenal end-to-end customer experience.

    What You’ll Do All Day:

    • Your time will be spent providing strategic, operational, and people leadership across our Customer Operations organization. More specifically you will:

    • Develop, direct, and oversee the Customer Operations strategy, systems, tools, and best practices.

    • Lead a team of managers across Customer Operations support, tooling (Salesforce), and Learning & Development.

    • Provide opportunities for learning and growth through feedback, cross training, and stretch projects.

    • Build and manage annual goals and quantitative measures of success for Customer Operations while managing the department budget.

    • Design, deliver and manage world-class customer service processes that scale at every point in the customer lifecycle.

    • Partner with the Product and Engineering organizations to inform the roadmap for future product development based on evaluation of customer needs.

    • Drive decisions on new/enhanced tools, platforms, and programs for efficient, sustainable processes and growth.

    • As a member of the leadership team, ensure Simple’s core values and business objectives are respected and delivered across the company.

    We’d Like To See:

    • 10+ years of experience leading customer-focused teams within the financial services and/or consumer technology industries.  Bonus for regulated industries.

    • Excellent business, operational, analytical and strategic planning skills with demonstrated success working in a highly collaborative culture.

    • A strong people manager with experience in leading and mentoring managers and teams to ensure professional development and performance.

    • Experience driving revenue, customer acquisition or feature adoption through outbound customer contact.  

    • A willingness to dive into the details, get your hands dirty and work towards agreed-upon results, while simultaneously executing on long-term strategy.

    • Experience with the day-to-day requirements of meeting SLAs, managing a large workforce and navigating the unexpected.

    • Experience establishing and managing third-party relationships.

    • Proven ability to attract, retain and develop leaders with a long-term succession plan to ensure sustainable business success.

    Come As You Are:

    We recognize the dire lack of diversity in our industry, and we’re not okay with it. We actively seek to address it with our hiring and retention practices, as well as our office culture. Our culture isn’t something employees join, it’s something they build and shape. We believe that every person and their lived experience is integral to building a work environment, and a product that will change the world. If you’re on the fence about whether you’re a fit, we say go for it, and apply!

    Why Simple’s a Great Place to Work:

    • A supportive and nurturing place to work. We know good ideas come from everywhere, so we work to ensure every person feels psychologically safe to take risks and think outside of the box here. Our dog-friendly space provides a wellness room, adjustable desks & ergonomic chairs, monthly on-site acupuncture & massages, all gender restrooms, and dietary & allergy conscious catering.

    • Competitive salary and inclusive benefits package, including 4-months of 100% paid parental leave, additional PTO for volunteer & advocacy days, and affordable health insurance for partners & families.

    • Ample opportunity to connect with your coworkers through company-funded Employee Resource Groups & Simple community events.

    • We’re committed to hiring quality human beings. Simple is a place where others will watch out for you and help you learn. We like and respect one another.

    • We believe that financial confidence belongs to everyone - and we will work to remove every barrier along the way. We sweat the small stuff, and build with intention.

  • Hi, thanks for reading about our Customer Support Specialist opportunity! We're glad you're here.

    We're Knack, a code-free platform used by thousands of customers — from non-profits to the world’s biggest companies — to easily build custom apps, workflows, and databases.

    Our Customer Success team is about much more than just responding to customer issues. As a Customer Support Specialist, you are in the best position to understand how our customers find value, how they use our product, and where they struggle. A big part of this role is to make that knowledge count by helping us figure out how we can make our product and their experience with Knack — amazing.

    We’re looking for an empathetic and patient person that enjoys solving tricky customer problems while looking for ways to improve customer experience in the long-run.

    Knack is a 100% remote company, with a flat, consensus-driven culture. That means a huge amount of autonomy and ownership to define your work and impact, and the opportunity to have a major impact here is a huge one.

    We also emphasize the journey over the destination. We're looking for applicants that are opinionated about what matters to them, and want to join a fun, passionate, close-knit team of high-quality human beings that above all enjoy working together. Hopefully, that's you!

    Role & Responsibilities

    Here’s what you’ll be doing as a Customer Support Specialist:

    • You’ll guide customers through learning to use Knack and help them to troubleshoot issues through email and our in-app messenger.

    • You’ll improve our product by gathering customer feedback and, over time, recognizing patterns and areas where customers are struggling that we need to address.

    • You’ll advocate for our customers and work with our product team to help them understand what changes should be prioritized.

    • You’ll help improve our knowledge base and other support materials by writing, creating, and updating content, and by making suggestions for new support content.

    • You’ll help improve our internal support team resources, including writing canned responses, adding to our internal knowledge base, and making suggestions for improving processes.

    • You’ll be the face of the company. Our customers interact with our Success team more than any other team in our company. When our customers think of Knack, they will think of the experiences they have with you.

    About You

    Here are some of the "must haves" to be successful in this role:

    • You’re patient, empathetic, and enjoy working with customers. You don’t just want to resolve an issue. You get a kick out of making a customer’s day better and putting them at ease.

    • You have at least one year of experience in a customer support role. You’ve been in the trenches and understand both the incredible value that customer support provides and the work that it takes to give customers a great experience.

    • You enjoy solving new problems every day and won't give up if you don't find the answer right away.

    • You’re always on the lookout for ways to make things better for customers and you’re willing to advocate for those changes.

    • You have excellent written communication skills. You can break down complex topics into easy-to-follow guidance while being friendly and professional.

    • You have experience with writing or creating help content (i.e. articles, videos, etc.) and understand best practices for doing so.

    Here are a few other hints that you might be the person we’re looking for (you match up with a number of these):

    • You have a sense of humor, a sense of humility, and take your work much more seriously than you take yourself.

    • You have experience supporting a highly technical, SaaS product or experience with technical troubleshooting related to APIs, HTML/CSS, or Javascript.

    • You are excited about exploring growth and career opportunities in customer success.

    • You are comfortable advocating for what you need to do your best work.

    • You are excited to work in an environment that emphasizes both autonomy and accountability.

    • You are totally okay with big swings, wild experiments, and learning through failure.

    About Knack

    Knack launched in 2012 with one simple goal: to enable everyone to do amazing things with their data.

    Knack makes it easy for anyone to build applications and workflows to make their data useful. Our customers use Knack to run their processes, departments, or even their entire companies.

    We've been growing steadily since as we've built our team, perfected our product, and nailed our product-market fit.

    So how are we different?

    • We're bootstrapped: we've had to build something our customers actually pay for. This changes how you do things.

    • We're 100% remote: and have been from the beginning. Every decision we've made has been based around optimizing our remote operations.

    • We're all a little weird: and we like it that way. We're more than just chat avatars; we've all gotten to know each other, have grown together, and love working with each other.

    • We enjoy the journey: we're in this for the long haul. We're not chasing an exit or the next round of funding. We're building something we're proud of and want to keep improving on.

    • You can read more about Knack and the team here.

    Benefits & Perks

    The biggest benefit is our awesome team of Knacksters. We're a funny, humble, talented team of delightful human beings that above all enjoy working with each other, growing with each other, and supporting each other.

    These benefits aren't that bad either:

    • Define your work: find the location, environment, and schedule that is best for your life and work. It's not about separation, it's about optimization. Our only rule is an overlap zone of 11am to 4pm EST.

    • Unlimited Paid Vacation: take the time you need to stay motivated, charged, and balanced. You'll get required days off for birthdays and knackiversaries.

    • Paid Corporate Retreats: we get together twice a year at amazing locations to do normal human being things in person. We pay for your flight, lodging, and meals.

    • HealthCare: we offer health, vision, and dental, covering 75% of the premium for you and your dependents (spouse + children).

    • Equal opportunity: we push everyone to maximize their impact on our product and company--we strongly value all of our people, regardless of title or seniority.

    • Family support: we offer a generous paid family leave to welcome any new additions to your family.

    • Tech: we provide a top-of-the-line PC or MacBook

    We are also passionate about learning and professional development. We provide multiple learning opportunities and encourage each other to continuously learn and grow:

    • Long term growth and learning plans, with regular check-ins to help you level up on what's important to you.

    • Have executive-level visibility into how the company is run and performing, including revenue.

    • Use an annual allowance to stay on top of your game with training, classes, conferences, and workshops.

    • Get dedicated support from a success mentor who'll fast-track your on-boarding and give you the tools you need to be successful.

  • 3 weeks ago

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

    Your Day

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

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

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

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

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

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

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

    Desired Skills & Experience

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

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

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

    • Strong team player but self starter

    • B.Sc. in Computer Science or equivalent experience

    • Project management experience & skills

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

  • 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

  • 4 weeks 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 month 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.

  • 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

  • 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

  • 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)
    1 month 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!

  • 1 month 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"

  • 2 months 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)
    2 months 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

  • 2 months 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)
    2 months 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)
    2 months 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

  • 2 months 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.