5 months ago
Job type: Other
Category: Customer Support
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About us: Givebutter powers donations, campaigns, and events for thousands of organizations – from youth robotics teams to national nonprofits – through its low-cost and user-friendly fundraising platform. The company was founded in 2016, and built entirely in-house by co-founders Max Friedman and Liran Cohen, without any outside investors.
The job: We're looking for a hard-working individual who will become the first member of our Customer Success team. This will be a diverse and unique role spanning the entire customer journey — from support to sales to marketing. No previous experience is necessary, but extremely strong writing and communication skills are a must.
What you'll do, and why:
SUPPORT - As Givebutter has grown, so have our customers! We now power donations for more than 2,000 organizations, ranging from little league baseball teams raising $5,000 per year to national nonprofits raising over $500,000. Your job will involve supporting these awesome customers. This may include:
Answering customer's questions as they have them
Writing Help Center articles so customers can answer their own questions
Improving our customer onboarding flow to help maximize conversions
Leveraging Intercom, our support tool, to its fullest potential
Managing customer feedback and feature requests in Givebutter's Community Portal alongside our engineering team
SALES - While most Givebutter customers sign up themselves in minutes, bigger organizations often need a bit more handholding. Your job will involve converting more of these high-value customers. This may include:
Scheduling demos and calls with potential customers
Creating sales documents and materials
Building relationships that persist from sales to support
MARKETING - The majority of our customers hear about us through word of mouth. Your job will involve keeping us top of mind for them. This may include:
Contributing to our monthly email newsletter
Writing occasional blog posts
Managing our testimonials and reviews campaigns
Interacting with customers on social media
Creating and sending out Givebutter swag!
What you bring, and why:
PEOPLE SKILLS – you have exceptional written and oral communication skills. Your ability to interact with customers and generate positive outcomes is the most important aspect of this job. The majority of your work will involve working one-on-one with customers, who are the lifeblood of our business.
WORK ETHIC – you love working in a fast-paced, startup environment. You'll have lots of flexibility, ownership, and autonomy — this is not your typical 9-5.
PASSION – you are passionate about Givebutter's product and mission. You'll have the opportunity to truly change people's lives, and it's important that you are passionate about doing it.
CRED – Meaningful academic or professional experience. We love portfolios!
What you get:
Work from anywhere: Live and work from wherever makes you happiest
Be an owner: Get meaningful equity in the company, and ownership over the projects you work on
Make an impact: Solve important problems for real people every single day
Love what you do: Feel good about the work you're doing and the company you work for
Who you'll work with:
Max Friedman is the CEO of Givebutter and will be working with you on a daily basis. Currently, Max fills most Customer Success functions along with Liran Cohen, Givebutter's CTO. You'll also be working with Liran and our engineering team to share and communicate customer feedback as well as product updates.
We are looking for a Customer Support specialist to play an integral role within the Commercial team.
Initial responsibilities encapsulate support tasks for onboarding, sales acquisition and client success; this role can evolve into the direction YOU wish to take your career, in concert with the goals of the business and contributing to propelling it forward.
Onboarding: Interact with customers and Client Success team to implement AirService solutions. Shepard new accounts through our white-glove process during this critical juncture of the customer lifecycle, all the way to go-live.
Work tasks include:
Client content curation for guest experience platform, assisting with set up and updates
Monitor inbound support queries
Author client facing reference material, such as Zendesk articles
Commercial sales support: You will work cooperatively with our acquisition team to achieve company sales goals. Our business runs on Salesforce, thus your ability to work within this platform is key to managing the sales pipeline.
Work tasks include:
Market research and development
Salesforce - report interpretation, email campaign tracking, entry of new leads and contacts
Preparation and development of sales collateral
Assistance with coordination of meetings
Assist with creation of outbound marketing campaigns
Excellent written and verbal communication skills
Meticulous attention to detail
Driven, motivated person who desires an opportunity to learn and grow with a leading-edge technology company in the hotel/resort space
Ability to think for yourself and understands first principles thinking (why is it done like this, can it be done better) rather than accepting the status quo
Time management skills across multiple small competing projects
Excellent facilitation skills - helpful, positive, warm
Skills – we employ a host of tools to keep us focused and efficient. Here are some of what you’ll be using in this position:
Competitive salary and equity package
Exposure to a highly skilled and dedicated team that is fun to work with
Flexibility - We are fully distributed team that works from anywhere with good internet
Bonuses – contributions to successful onboarding and sales will be rewarded with quarterly bonuses in this support role
Process Street is currently seeking a full-time Customers Support Specialist.
As a Customer Support Specialist, it will be your responsibility to address inbound customer inquiries via phone, email, and live chat.
At Process Street, Customer Support Specialists are a primary line of communication between the organization and customers. In your role as a Customer Support Specialist, you will get the chance to work with companies ranging from fledgling start-ups to Fortune 500 enterprises from across the globe in pretty much every industry you can think of.
Aside from addressing customer inquiries, Customer Support Specialists perform a critical function by passing customer feedback and challenges to the Engineering, Product and Executive team.
Respond to email, live chat and phone inquiries from existing customers and prospects
Advise customers on the best way to use the software to meet their needs
Track customer interactions in CRM system
Assist prospects during trial period to ensure they understand product functionality
Serve as a conduit for customers to communicate product and feature requests to Product Managers
Backup Customer Success Managers in dealing with large customers
Contribute to the Support Knowledgebase
Conduct product demos with prospects and customers
1-2 years experience preferred
Strong English communication skills – both verbal and written
Strong technical ability
Experience with SaaS software a bonus
Attention to detail
Must be able and willing to work remote
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