Customer Relations Specialist

SmarterQueue


2 months ago

06/22/2019 10:21:23

Job type: Contract

Category: All others


 Please read carefully before applying. This position is 100% remote. Your timezone must have a minimum of 2 hours overlap with London (GMT) 

ABOUT US

SmarterQueue is a ground-breaking social media tool.

On average, our platform saves Customers over 8hours per week, and increases the effectiveness of their social media content up to 300%.

We are a fully remote team of 15, spanning the UK, Canada, America and Europe, building a tool which adds real value to influencers and marketers lives.

KEY RESPONSIBILITIES

Customer Relations

  • Respond to support questions, requests and complaints from our customers with a high focus on detailed quality. 

  • Develop relationships with customers and proactively gather information on their needs to identify SmarterQueue features that could help them achieve their goals. 

  • Identify and execute opportunities to increase customer loyalty and reduce churn. 

  • Recommend best practices to the Customer Success Manager for the benefit of the broader company related to customer experience, operations, product, sales and training.

Operations

  • Support customer onboarding as required and help implement innovative processes to continuously improve onboarding. 

  • Create, review and edit Knowledge Base articles. 

  • Record and edit product explainer videos (including voice over). 

  • Support periodic review and revision of Knowledge Base articles and videos. 

  • Complete communication reports, and suggest improvements. 

  • Support the Customer Success Manager in making strategic decisions regarding the operational performance and process optimisation of Customer Success as a function.

Sales

  • Partake in webinars. 

  • Support onboarding and demo calls of prospects and new customers as required. 

  • Support the research of prospective customers in the pipeline and support follow-up and closing requirement as required. 

  • Support efforts in the referral and partner programme as required.

ABOUT THE ROLE

  • Part time and full time hours available. 

  • Must be flexible regarding working hours. 

  • Available to work weekends is a must. 

  • Contract position. 

  • You will work 100% remotely and report directly to the Head Of Operations & Customer Success. 

  • You must have your own computer/equipment with a solid connection to the internet.

ABOUT YOU

Experience & Requirements:

  • Bachelor’s Degree or equivalent experience. 

  • Fluent in English, both verbal and written. 

  • Strong verbal and written communication skills. 

  • Excellent interpersonal skills. 

  • Strong organisational skills with the ability to multitask projects from start to finish. 

  • Passion and understanding of social media. 

  • Love problem solving and are excited to learn technical skills and technical troubleshooting.

Critical Competencies for Success:

-Productive:

  • You are incredibly self motivated and driven to be the best version of yourself. 

  • You thrive working remotely. 

  • Credibility is earned at SmarterQueue through execution and getting things done. 

  • You get into the details and deliver results under highest expectations on time and quality. 

  • You thrive in a fast-paced, ever evolving environment. 

  • Be ready to get hands-on with all aspects of the daily needs. The buck stops with you.

-Solution-orientated:

  • You have the flexibility to think outside the box. 

  • You have the ability to foresee and identify the needs of the customer before they arise. 

  • You take a creative and calm approach to challenges and issues. 

  • You pay attention to the fine detail, with a focus on quality. 

  • You love crystal clear communication. You communicate empathetically, effectively and in a timely manner to ensure solutions at the highest level of customer experience.

-People person:

  • You are genuinely interested in others and love being part of a Team! 

  • You consider the wider team before yourself. 

  • You are open to new and innovative solutions. 

  • You must present well and communicate clearly and effectively to upper management and other functions. 

  • You are able to distil complex concepts into plain English, and vice-versa to people at all levels of understanding. 

  • You’re willing to adjust course when appropriate new ideas or objections are raised.

BONUS POINTS

  • Previous startup experience. 

  • Previous remote working experience. 

  • You’ve done social media yourself (so you know our customers’ motivations).

SALARY

  • Salary range USD $20 - $30 per hour (dependent on experience).

HOW TO APPLY

  • Send an intro email (or a video) with your CV and cover letter. 

  • All applications without a complete Angel List profile and intro note will be immediately disqualified.

  • We’re actively looking for a diverse and gender-balanced team.

  • Visit https://smarterqueue.com for more information about the product.

  • Due to the volume of applicants, only successful candidates will be contacted to progress their application. Thanks!

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

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

similar jobs

  • SOLUTION ARCHITECT/PRE-SALES CONSULTANT (F/M/*), FULLY REMOTE

    Frontastic is looking for a Solution Architect/Pre-Sales Consultant (f/m/*) as full-time or part-time employee or freelancer. We are a remote-first company currently operating in the Europe/Berlin timezone.

    As Solution Architect you are the technical pillar of our arising sales team and support us in the distribution of Frontastic. You will work closely with developers of partners and potential customers, convincing their technical decision-makers and making sure that our solution scenarios fully meets customer needs.

    You have a background in Software Engineering and a deep understanding of the E-Commerce industry? You are communicative and love to talk with tech teams, CTOs and decision makers of potential customers on equal terms? Then this position could be perfect for you!

    This is not a junior position, which doesn’t mean you must have worked in this role before. In any case, you are aware of your technical ambassador talent and are able to excite people.


    WHAT YOU’LL DO

    • You demonstrate the Frontastic platform (architecture and functional scope) and participate in follow-up sales meetings to discuss and finalise technical questions with our customer tech teams and/or CTOs
    • You take responsibility for all technical questions in the sales team
    • You perform hackathons and proof of concepts workshops together with partners and customers
    • You educate and empower developers who want to build on Frontastic through technical content, including sample applications, presentations and blog posts
    • You give customers support in the development of the overall architecture including other involved systems and the migration strategy
    • You develop convincing customer-specific answers in the technical part of requests for proposal and specifications
    • You may speak at meetups and conferences with a focus on Germany

    WHO YOU ARE

    • You reside and work in Germany
    • You have good writing and communication skills in German and English
    • You’re an experienced software developer, you have written and deployed a production application more than once. Experience with React, Atomic Design Patterns and Service Oriented Architectures are a plus.
    • You understand that there are always trade-offs between different software architectures and are able to discuss requirements and solutions without with openess and respect.
    • You’re experienced in the e-commerce field
    • You understand customer requirements and problems and are able to translate them into product features
    • You can relate technical benefits and constraints of a platform to business requirements and are willing to embrace problems by non-technical shareholders and incorporate their requirements.
    • You have an open and honest personality with a good sense of humour and a confident appearance
    • You’re good at networking and getting in touch with others quickly
    • You have a well-structured working style and are used to managing many projects at the same time.

    Please note: this role does involve a substantial amount of travel (up to 50%) mainly within Germany and beyond in Europe.


    WHAT WE OFFER

    Our team strives to improve themselves following these guidelines:

    • We offer a friendly learning environment and try hard not to blame anyone for not knowing something and actively encourage mentoring of your peers.
    • We use practices like pair programming, mob programming, test driven development when it makes sense and continuously refactor our code to constantly share knowledge and keep the amount of technical dept low.
    • We are a remote-first company with regular meetings in-person. We use tools like Email, AirTable, Hangouts and Slack to stay in touch during our daily work.

    We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If we receive job applications from yet underrepresented groups those applications will be preferred.


    COMPENSATION & HOW-TO APPLY

    For this particular job we are offering to pay between 60.000 € to 100.000 € based on experience and skills. Optionally you can get Virtual Shares from our Virtual Shares Options Program (VSOP) as part of your compensation.

    If this job sounds interesting to you, please send a letter of motivation, CV and your earliest possible starting date to [email protected]. Do you still have a question? Do not hesitate to get in contact via mail!

  • About Status 

    Status is the gateway to the decentralised web. We’re building the tools and infrastructure for the advancement of a secure, private, and open web3. With the high level goals of preserving the right to privacy, mitigating the risk of censorship, and promoting economic trade in a transparent, open manner, Status is building a community where anyone is welcome to join and contribute. 

    Our core application, currently in beta on Mobile and Desktop,  is an open source, Ethereum-based app that gives users the power to chat, make payments and browse the decentralized web.

    Who are we?

    We're a remote team of made up of 60+ core-contributors and growing community of members scattered around the globe. We care deeply about open source software, and our organizational structure has minimal hierarchy and fixed work hours. We believe in working with a high degree of autonomy while supporting the organization's priorities. 

    The role: 

    We are looking for a Technical Writer to work on Nimbus (https://nimbus.status.im). You’ll have expertise in communicating complicated technology topics in clear, concise ways. You will build our documentation working closely with developers to present our content. 

    Nimbus is a research project and a client implementation for Ethereum 2.0 designed to perform well on embedded systems and personal mobile devices, including older smartphones with resource-restricted hardware. 

    Responsibilities:

    • Create and maintain general documentation standards.

    • Create process documentation that clearly and efficiently communicates concepts, ideas, and instructions.

    • Translate information into clearly written procedures.

    • Work with our development teams to gain an in-depth understanding of the product/project and related specifics on the documentation requirements.

    Minimum qualifications

    • Passionate about blockchain technology and decentralisation. 

    • Deep, relevant experience in technical writing.

    • Ability to quickly understand complex technical concepts and make them understandable through documentation.

    • Strong organizational skills, structured thinking.

    • Excellent communication skills (writing and speaking, predominantly in English).

    Preferred qualifications

    • Experience working for a blockchain or crypto organisation in a Technical Writing role. 

  • Truly (US only)
    Yesterday

    Hi. I’m Hilary, Truly’s Head of Talent, and I’m hiring our first dedicated Recruiter to work with both our Engineering and Business teams. 

    We’re a five year-old, rapidly growing, and profitable startup that helps revenue organizations learn from every conversation. We do this by delivering an industry-leading voice platform for sales teams to track, analyze, and coach on their customer conversations. We pride ourselves in doing things the right way and being customer-first. But don’t take our word for it (we believe in showing vs. telling):

    • 140% net revenue retention YOY and 99%+ logo retention

    • Multiple customers ranging from five to six figures in ACV

    • Multiple customers in their second or 3rd year of renewal

    • Rated #1 for customer satisfaction on G2Crowd

    We’re a small company at just about 25 employees, and we’re mostly remote with a small office in San Francisco. I manage Recruiting and People, and need to bring on a Recruiter to fill roles ranging anywhere from Backend Engineer to Executive Assistant to Head of Operations. I work from San Diego and you can work anywhere in the US, but it’s best if you’ve worked remotely before (working remotely is awesome, but it’s not for everyone). 

    Every Recruiter has their own style, and I’m not here to dictate yours. But there are a few fundamentals that I feel strongly about:

    • Hiring Managers are not our “clients” - we are teammates and partners with the same goal: to solve business problems with people

    • We set interviewers, candidates, and hiring managers up for success through proactive communication, preparation, and support

    • We don’t oversell, and are transparent about both the good and the bad

    • We get back to every candidate, every time

    What you’ll need to be successful in the role:

    • 2+ years experience full cycle recruiting

    • Success filling both technical and non-technical roles (the majority of your work to start will be on engineering searches)

    • Proud ownership of the entire process from sourcing to scheduling to pipeline cleanup (we don’t have a sourcer or a coordinator yet, and may not for a while)

    • Bias towards process, data, automation, and organization, but know when to be flexible, get creative, and break the “rules” (like the length of this jd)

    • Self-driven, thoughtful, and organized approach to everything you do

    • A sense of humor and calm during a storm - because recruiting can be crazypants

    What you'll do:

    • Source both technical and non-technical candidates, review applicants, coordinate interviews, manage search logistics, etc.

    • Become an expert on our tech stack, the way our engineering team works, and the career and growth opportunities we have to offer

    • Update the hiring manager regularly, provide guidance and advice, share success metrics, and raise flags when needed

    • Strategically build a pipeline, iterate, improve, and create a recruiting machine

    • Close candidates and build the team!

    What you’ll get out of it:

    • Ownership - I have no desire to spend my time hovering over your pipeline, but working remotely requires taking ownership over your work, proactively surfacing issues, and championing for yourself. As long as we have clear and regular communication, you’ll work independently and have a good deal of autonomy. 

    • Learning & Development - we’re a group of constant learners who aren’t afraid to admit failure or mistakes, love to tinker until we figure things out, crave feedback, and take ownership of our own learning and development. We take risks, learn from them, and iterate, so you can experiment here and try something new.

    • Experience scaling a team - we’re bringing in a foundation of functional leaders right now, and then we’ll grow those teams nearly from scratch, meaning you’ll touch every team in the company at every level.

    Our Values guide who we hire, help us tackle tough problems, and shape how we build our product. The more closely you already identify with our Values and what they mean in action at Truly, the more likely you will thrive at Truly. You can read more about the interview process and our company Values here. 

Remotive can help!

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

Interested to chat with Remote workers? Join our community!