Customer Advocate

Fastly


3 weeks ago

01/29/2020 10:22:57

Job type: Full-time

Hiring from: US only

Category: Customer Support / Customer Success


Fastly helps the world’s most popular digital businesses keep pace with their customer expectations by delivering fast, secure, and scalable online experiences. Businesses trust Fastly to accelerate the pace of technical innovation, mitigate evolving threats, and scale on demand. Founded in 2011, Fastly powers online destinations including Airbnb, GitHub, Alaska Airlines, Pinterest, Vimeo, The Guardian, and The New York Times.

The worldwide cloud services market is projected to grow rapidly to $236 billion in 2020, according to Forrester, Inc. As more and more businesses move operations to the cloud, Fastly is well positioned to continue increasing CDN, cloud networking and cloud security market share with edge cloud services that reach beyond content delivery.

We’re building a better Internet. Come join us. 

Customer Advocate

Fastly is passionate about helping our customers succeed. If you are a good communicator who enjoys creating relationships and solving problems, we want you.

The Customer Advocate will be an integration between Marketing and Customer Success to create and maintain a network of Fastly customer advocates. This position will create a network of customer advocates who support the Fastly brand and will talk about it to their peers and a broader audience. You will be responsible for being Fastly’s coordination point for customer relationships, working with internal and external stakeholders to balance multiple requests. Success in this role requires collaboration, strong business acumen, and crisp communication.

What You'll Do

  • Partner with Marketing and Customer Success to identify and elevate customer stories
  • Track and manage customer marketing approvals. Own maintaining the list of referenceable customers including those who have expressed interest in participating in case studies
  • Own communication between sales/marketing and marketing/customers relating to customer approvals for marketing initiatives
  • Establish a structured Customer Advocacy Program, including maintaining a resource guide of customer blogs mentioning Fastly
  • Through customer interaction, identify trends for common topics. Coordinate with marketing to provide the customer voice into campaigns.
  • Create an internal channel and process for consistently sharing customer feedback throughout the company

What We're Looking For

  • Experience communicating with customers in a business to business environment
  • A bachelor's degree in Business or a related discipline
  • A superlative command of written language, brilliant communication skills, high standards for excellence, patience, positivity, drive, holistic thinking, and hands-on creativity
  • A passion for streamlining information in an organized and articulate way
  • Ability to gracefully give, synthesize, and leverage feedback
  • Ability to collaborate with, inspire, support, and influence leaders at all levels, with charisma and an open mind
  • Demonstrated ability to manage competing deadlines and priorities
  • Excellent project management skills; proven ability to execute successful projects with minimal guidance in a fast-paced entrepreneurial environment.

Why Fastly?

  • We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.
  • We love distributed teams. Fastly’s home-base is in San Francisco, but we have multiple offices and employees sprinkled around the globe. In fact, 50% of our employees work outside of SF! An international remote culture is in our DNA.
  • We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits like up to 20 weeks of paid parental leave, options for free medical/dental/vision plans, and an open vacation program that enables our folks to take the time they need to recharge (some benefits may vary by location).
  • We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.
  • We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.

We’re always looking for humble, sharp, and creative folks to join the Fastly team. If you think you might be a fit please apply!

Fastly provides equal employment opportunity without regard to an applicant’s race, sex, pregnancy, sexual orientation, gender identity or expression, genetic information, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status. 

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Fastly. Please inform us if you need assistance completing any forms or to otherwise participate in the application process. 

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

  • Who we are

    tldr; We build software for Airbnbs to rent themselves.

    What we do

    Our mission is to democratise access to state of the art technology for short-term rental hosts. We want to facilitate a future where hosting short-term rentals is at least as easy as managing long-term rentals.

    Today, we do this by helping Airbnb and HomeAway hosts deliver a great and personal guest experience automatically, though native platform integrations, machine-learning and robust software.

    Our team

    We are a small, but impactful team of 15 people, working all over Europe and North America. Our team is fully remote and distributed. We embrace the fact 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, Prague, Paris, Tenerife and Brussels.

    Our company

    Our company is bootstrapped (no third-party investor) and profitable, with a solo founder (@Pierre-Camille Hamana) who built the first version of the product. We are interested in building a great, growing and sound business. We help our customers manage more than 130,000 properties in 120 countries.

    How we recruit

    Amongst our core values are transparency and humility. To help you find out more about Smartbnb, we are releasing an "Applicant Handbook" (on Notion ❤️):

    http://bit.ly/ApplicantHandbook

    What stage are we at in customer support
    • Mid 2018: We started offering customer support across both European and North America.
    • Mid 2019: We completed a full redesign of the web application, with a built-in onboarding magic 🧙‍♀️
    • Now: We are starting to implement account management and onboarding services.
    • We are preparing to dedicate more resources on customer education while focusing on having a proactive customer success approach.

    We are ambitious and take on big challenges together. 🚀 Our customers love the product, provide valuable feedback, and trust us to rapidly help them solve their problems.

    Who you are

    You are a fantastic human seeking to build something amazing with other fantastic humans!

    What you will be working on
    • Onboard customers on our product throughout the entire user cycle with live chat and email.
    • Investigate and troubleshoot issues (with the support of the engineering team and our tooling).
    • Create content to educate customers (product tours, videos, documentation, FAQ).
    • Document our internal processes to maintain a high-quality operation in spite of a fast iteration.
    • Create and manage projects focused on activation, retention, upgrades, and customer satisfaction.
    What you will unlock
    • Growth! And leading business initiatives to achieve it.
    • Fantastic user reviews when we give them more of their life back.
    • Team kudos. 🎉
    Why you will succeed
    • You will be on the front-line with customers and keep close ties with the product team.
    • You can accommodate with a flat organizational structure where the initiative relies a lot on you.
    How we will grow together
    • Level-up 🍄 the support of our customers through daily, compounding improvements.
    • Exposure to a product-fanatical team's iterations of features and the company itself.
    • You will receive (and provide!) "ticket" reviews between peers
    • You will be challenged, and you learn how to rise to the occasion. 💪
    What you'll need to bring with you

    If you're hesitant to apply for this position because you feel that you don't meet this list of qualifications fully, don't worry! We want to hear from you.

    • Caring about the impact your work has on your team and the company.
    • Hands-on experience working in B2B Saas.
    • Attention to detail and eagerness for constant improvement.
    • Everything else is a lovely bonus that we're excited to hear about!
    • Very special kudos if you are an Airbnb host or have been working with a short-term rentals business.
    What we offer

    For us, the company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work.

    • 🤗 A supportive and caring team environment.
    • 💎 Competitive salary.
    • 🏖 Ample - and encouraged - paid leave.
    • 👼 Maternity and paternity leave.
    • 🔩 All the resources and tools that you need to succeed, including budget for personal development.
  • Snowplow Analytics (UTC +7 to UTC+12)
    2 days ago

    Our Snowplow Insights offering has grown significantly over the last year, and we now orchestrate and monitor the Snowplow event pipeline for nearly 200 customers, many of them processing billions of events per month. The support that we provide to our customers is a core part of the Snowplow Insights offering, and we strive to provide the best technical support of any analytics vendor.

    We have implemented a full “follow the sun” support model at Snowplow, with our six Support Engineers working in six well-distributed time zones (East & West Coast US, Canada, Spain, Portugal, Russia). We are now looking to hire an additional Support Engineer in the UTC +7 to UTC +12 time zone range. 

    This is a Support Engineering role - not a Support Agent role. We are looking for candidates who can learn, troubleshoot and explain the many complex technical systems that make up the Snowplow offering. We expect you to have an analytical mind, a high level of customer empathy and an enthusiasm for improving processes and systems. Depending on where your passions lie, there is a path from Support Engineering at Snowplow into Customer Success, Implementation Services, Tech Ops or Engineering.

    Responsibilities for our Support Engineer will include

    - Handling customer tickets in Zendesk, resolving if possible or escalating further to our Customer Success, Implementation Services, Tech Ops, Engineering or Product teams.

    - Handling Snowplow pipeline incidents in OpsGenie, communicating the failure to our customers and either resolving if possible, or working with the customer and/or Snowplow teams to resolve.

    - Providing help to the open-source Snowplow community in our Discourse forums.

    - Working with customers on regular support tasks including: upgrading their Snowplow pipelines; sharing security best practices; enabling new Snowplow features for their account.

    - Creating playbooks, documentation and software to reduce your support workload even as we add more customers.

    - Collaborating with Snowplow teams on bug fixes and new features for both our open source projects and our proprietary orchestration and monitoring technology.

    - Constant awareness of open and ongoing issues and actively checking and updating open tickets.

    Excellent customer support is at the core of Snowplow’s commercial offering. You will join the support rotation, and take on an agreed number of evening and weekend support hours (compensated both in money and time). While the ongoing Snowplow Insights support commitment is the first priority, our Support Engineers will regularly take full days to work on projects that are strategic for the Support team or wider company.

    The environment you’ll be working in

    Our company values are Transparency, Honesty, Ownership, Inclusivity, Empowerment, Customer-centricity, Growth and Technical Excellence. These aren’t just words we plucked out of thin air, we came up with them together as a company and are continually looking to find new ways to weave these into our day to day operations. From flexible hours and working locations to the way we give feedback, we’re passionate about building a company that supports both company and individual development. 

    We’d love to get to know you if:

    • Data or programming is your thing! This role would be a great fit for somebody who has completed an analytically rigorous degree or programming bootcamp, or has experience in programming, QA or other automation.

    • You enjoy helping people. You communicate with clarity and empathy.

    • New programming language? You’re on it! You have a broad technical curiosity and proven technical understanding.

    • Broader business challenges interest you. Snowplow customers are highly technology- and data-literate, and expect Snowplow Insights support to be responsive, well-informed and always mindful of their business goals.

    • I have an idea! You have a passion for problem solving.

    • Can we automate? Yes, we can. You will be constantly working with customers and internal Snowplow teams to solve Snowplow Insights problems in as effective, time-efficient and repeatable way as possible - you must love troubleshooting.

    • Process makes perfect. You have a mature attitude to security, documentation and process.

    • Reliability is key. Snowplow Insights customers trust us with their event pipelines and AWS and GCP accounts - this is a huge responsibility and informs everything we do.

    What you’ll get in return

    • A competitive package, including share options

    • 25 days of holiday a year (plus bank holidays)

    • MacBook or Dell XPS 13/15

    • Freedom to work wherever suits you best 

    • Two fantastic company Away Weeks in a different European city each year (the last one was in Bratislava in November!)

    • Work alongside a supportive and talented team with the opportunity to work on cutting edge technology and challenging problems

    • Grow and develop in a fast-moving, collaborative organisation 

    • Convenient location in central London (Shoreditch)

    • Continuous supply of Pact coffee and healthy snacks in the office when you’re here!

  • Hey there! We're looking for a Customer Support Representative to join our team in providing amazing customer support to educators around the world. Gimkit currently is just three people — you'll increase the size of our team by 33%!

    **About the Job**

    Once fully up to speed, you’ll be the one responsible for providing outstanding customer service and support, primarily over email. You’ll help answer questions on Twitter, create and edit help documentation, and perhaps host some classes. You’ll also have opportunities to carve out your own passion projects related to supporting educators and students.

    While we're helping you get on board, you’ll be expected to be proactive in your process and learn quickly. 

    Written communication is a huge part of this role - you’ll write about 100 emails per day. This is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load — you’ll get all the support and guidance you need along the way!

    There are three main parts of this job. The largest is responding to customers and supporting them in finding the information and solutions they need. The second is creating content to help customers before they reach out. The final part is communicating to us. You'll be the one communicating with customers every day and you'll be their advocate on the product development side.

    About You

    • You're a great writer and love helping educators. You enjoy making complicated situations simple and delightful. As a result, you're a great problem-solver who can process and resolve issues quickly. You're a stellar communicator, even when you have to communicate less-than-stellar news. 

    • You're as compassionate and empathetic as they come - you have a drive to constantly help others.

    • Deep technical knowledge of computer programming is not required, but you have a solid understanding of common issues with web-based software and how to get information to help us solve them.

    • You feel comfortable speaking up about your values. We make change from fresh perspectives and appreciate new viewpoints. Your voice matters to us.

    • You love supporting people. This isn’t a springboard into another area at Gimkit. You want to handle Gimkit's support for a while, and you’re excited to contribute to making Gimkit the best product for our customers.

    • We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. Gimkit is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career while being yourself.

    Pay + Benefits

    • We believe in fair, living wages no matter where you live. To do this, we pay 30% more than the average person makes in your city with the same role and experience. 

    • However, tech salaries have gone up much quicker than customer support salaries. If you live in San Francisco and got paid 30% better than the average Customer Support Representative, you would get paid $53,000 a year. That's not a fair, living wage. So, we've decided to pay whichever is higher: $65,000 a year or 30% more than the average person makes in your city with the same role and experience.

    • We don't do bonuses at Gimkit. Instead, we share Gimkit's profits across all employees. Typically, each employee takes home thousands extra every year.

    • Our benefits are all aimed at supporting a life well lived away from work. None are designed to try to make you work longer hours or force you into staying around for a job you don't like.

    - 💗 Health, dental, and vision insurance: 100% premiums for you and 50% premiums for your dependents

    - 🌴 Flexible time-off policy with a 10 day a year minimum

    - 🤗 $1,000 a year charitable donation match

    - ❄️ 2 week paid winter break at the end of each year

    - 📘 5 paid days per year to volunteer in Education

    - 👵 401k match up to 6% of salary

    - 🏃 $100 a month health stipend (gym membership, massage, meditation app subscription)

    - 💸 Profit-sharing

    - 👶 3 months paid maternity and paternity leave

    - 🛎️ $350 a month working budget (for co-working space, coffee shop, home office improvement)

    - ✈️ Work remotely. At home, co-working space, or coffee shop, it's up to you. Your salary will adapt to fit the cost of living wherever you live

    - 😔 And while this shouldn't need to be mentioned under benefits, we think it's worthwhile to bring up work-week hours. Only about 12% of startup employees work 40 hours a week or less ([https://stateofstartups2019.firstround.com/](https://stateofstartups2019.firstround.com/)). We're part of that 12%. We're not interested in crazy hours.

    Finally, we think it's important to mention we're not VC funded. We're completely bootstrapped. We're running a profitable, sustainable business where we can afford to pay well and offer great benefits while making something people love. 

    If you want to join us in making our customers happy, please apply!

    How to Apply

    Introduce yourself to us as a colleague. Show us your future here! We value great writers, so be yourself, be creative, and take your time with the application. There’s no prize for being the first to submit! Stock cover letters won’t do. Tell us why you want this job. Tell us about:

    - Why you want to work in customer support.

    - A description of a great customer service/support experience you had recently, and what made it great.

    - A time you taught yourself a new skill to complete a job or project.

    Then, pick three of the customer questions below and answer them like you would if you worked here (hint: at this point, we value tone and style over correctness):

    - How do you create a Class?

    - Why does Gimkit cost money?

    - Does Gimkit have the ability to export a report to a CSV file?

    - My students told me they completed an Assignment, but it's not showing up on my end.

    - How do I cancel my subscription?

    Email your application and/or questions to us at [email protected] We’re accepting applications for this position until March 15th. 

    We’ll let you know that we’ve received your application. After that, you probably shouldn't expect to hear back from us until after the application deadline has passed. We want to give everyone a fair chance to apply and be evaluated.

    We’re seeking fluent English speakers/writers to work with us to answer customer inquiries via email during regular business hours Monday through Friday.

    We’re a remote company, so your location isn’t as important as your fit for the role. That said, we do prefer that your daytime hours coincide with your working hours so as to avoid night shift burnout. Remember to tell us where you’re located!

    We look forward to hearing from you!

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!