Customer Relations Specialist


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) 


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.


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.


  • 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.


  • 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.


  • 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.


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:


  • 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.


  • 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.


  • Previous startup experience. 

  • Previous remote working experience. 

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


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


  • 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 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.

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