Customer Onboarding Specialist

Awesome Motive


2 weeks ago

10/03/2019 10:21:23

Job type: Full-time

Category: Customer Support


As a Customer Onboarding Specialist at Awesome Motive / OptinMonster, you’re responsible for driving customer engagement and reducing churn by proactively championing the customer throughout their initial product onboarding experience. You’ll be reaching out to new customers, learning about their needs, creating campaigns to set them up for success and following up to ensure a delightful experience. If you have a happy, can-do attitude and love helping people succeed, we would like to meet you.

To love this role, here’s the type of person you are:

  • You are willing to get in the trenches with customers to help them succeed.

  • You’re a self-starter who loves taking initiative and seeing things through to completion.

  • You’re an excellent communicator who makes sure nothing slips through the cracks.

  • You have the curiosity and desire to learn and grow your skills.

  • You’re passionate about people finding ongoing value from their investments.

  • You take pride in the quality and craftsmanship of your work rather than just doing it to get it done.

Here are some skills that will come handy:

  • You have a knack for understanding where a customer is in their journey and can partner with them to get to the next level of success.

  • Familiar with email marketing basics, and comfortable communicating via digital media platforms such as Intercom, Facebook, Twitter, blog comments, etc.

  • Ability to get a full picture of a customer profile and make proper recommendations to get the most out of the product.

  • Pleasant and happy tone when speaking with customers on the phone.

  • Exceptional verbal and written communication, negotiation and persuasion skills.

  • Ability to recognize at-risk customers and be able to communicate effectively to reduce both voluntary and involuntary churn.

  • The ability to juggle multiple projects and timelines.

  • Extremely organized and able to manage time effectively.

  • Excel in a team environment and able to communicate clearly with your peers.

Responsibilities:

  • Proactively help to onboard new customers and ensure successful deployment of our products on their websites.

  • Create campaigns for customers that align with their business goals and ensure success from the start.

  • Use Intercom, Facebook, emails, customer calls and other technologies to communicate with customers to understand their business goals and ensure that they derive maximum value from their investment in our products.

  • Identify product improvements that will help the customer succeed or make the product more simple to use.

  • Recommend improvements to company processes to improve customer success and retention and reduce churn.

  • Proactively perform outreach to resolve at-risk customer escalations.

  • Work cross-functionally and collaboratively to advocate for customers with all inter-company teams.

  • Identify, collect, record and distribute customer success stories to be used in our marketing materials.

What we offer:

Working for a fully remote, fast-growing bootstrapped company is a rare opportunity, one we consider a lifestyle choice rather than a job choice. Our positions are challenging, but also come with amazing advantages and fulfillment to those who earn them. Here’s what we offer.

  • Competitive Salary.

  • Health Insurance benefits for full-time U.S. employees.

  • Flexible Schedule – Work from your home. We’re spread out all over the world – United States, UK, Czech Republic, Greece, Pakistan, and more.

  • We encourage employees to take the time they need for vacation, to stay healthy, and to spend time with friends and family.

  • After one year with the company: 30 calendar days paid maternity/paternity leave, and up to 60 calendar days total time off with position guaranteed.

  • We happily provide or reimburse software you’ll need as well as opportunities that promote continued learning.

  • We give you the opportunity to solve challenging and meaningful problems that makes a difference.

  • Custom Branded laptop at your five year anniversary.

  • We cover all costs of company travel (including our annual all-company retreat and mini-team meetups).

  • Ability to work with some of the best people in the business through frequent, if not daily, interactions.

  • And in case you were wondering: no politics, no b.s., and no jerks.

How to apply?

If all of this sounds interesting, then please submit your application. Tell us about yourself, what you can contribute to the team, and attach a resume.

We won’t be able to individually respond to all applications, but if we feel you’re a strong match, someone will be in touch within 72 hours.

Thanks and we look forward to hearing from you!

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

  • Do you feel like a bot can’t do as good a job as you can solving problems? Do you believe it’s a better use of time to fully address an issue, even if it takes longer, than quickly fixing a part of the problem? Yea - we do too. That’s why our CS team strives to take the pain out of solving problems in a human way.

    We’re looking for someone who understands that customer success is a focus on customers, not on ourselves. At Wildbit, we zero in to enable teams to build and launch their own products and services. Our success team handles our customers' needs proactively (success) and reactively (support) across our three products: Beanstalk, Conveyor, and Postmark. This position is for Postmark Support.

    Postmark is a transactional email service provider (ESP). Our customers are primarily experienced developers implementing our web-based product into their company’s email platform. You would be the first point of problem-solving for a customer if they reach out for assistance. This role could be a good fit for you if you have:

    • previously thrived in customer support for a SaaS product
    • an understanding of transactional email and email technologies (SPF, DKIM, DMARC)
    • solid English writing skills for answering customer support requests and writing help docs
    • empathy towards others and a desire to teach customers

    The person in this role will be expected to work 100% remotely in or near Europe 8am–4pm UTC/GMT as we aim to provide a balance in coverage for our customers in all timezones.

    In one year, you’ll know you’re successful if you help new customers get up to speed quickly, triage issues, provide solutions, educate developers on industry best practices, and help our team identify where we can better meet the needs of our customers. This means creating content and user guides, talking to customers over various channels (email, live chat, phone, etc.), analyzing behaviors, and keeping our developers and designers up to speed at all times. Most of all, this job is about empowering developers to do their best work. And to have fun doing it!

    If this sounds like what you’re looking for in your work, check out our Wildbit Jobs, Good/Bad Definitions, and Blog pages for a bunch more info about our company and what makes us pretty great.

    TEST PROJECT

    Your resume is a great snapshot of what you've done in the past. We'd love to see what you're capable of now. To give us an idea of your skills and voice, please complete TWO of the following parts of the required sample exercise. There is a spot to upload a link to your responses on the application page (i.e., Google doc, Paper doc, etc.).

    • Emails can bounce for a variety of reasons. How would you explain to a customer the reason an email they sent through Postmark returned a soft bounce?
    • A customer reached out to Postmark support asking about a feature we don’t currently have (and it's not coming up in the near future). How would you handle that and what would you reply to them with?  Please also tell us a little about why you answered this way. What is your thought process behind it?
    • Explain to a customer how to authenticate their domain with DKIM.

    Use our documentation in http://postmarkapp.com/support/ as a resource.

    This project is all about showcasing what you can do. Don’t worry about trying to guess what we would do — make it your own, and have fun with it. We’re just looking to see a full slice of your work: your thought process, planning, writing skills, and all that goes with it.

  • Required experience;

    • Experience in a relevant role is a must

    • Experience working with Node.js, MongoDB on Linux

    Tasks;

    • Research and identify solutions to software issues

    • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

    • Provide prompt and accurate feedback to customers

    • Refer to internal database or external resources to provide accurate tech solutions

    • Document technical knowledge in the form of notes and manuals

    • Ensure all issues are properly logged

    • Prioritize and manage several open issues at one time

    • Follow up with clients to ensure their systems are fully functional after troubleshooting

  • The opportunity 

    Grammarly empowers people to communicate effectively and connect. More than 20 million people around the world use our AI-powered writing assistant every day to say what they mean and be understood as they intend. 

    To support our expanding user base, we’re looking for a Senior Customer Support Representative to join our Support team. This person will help our team create delightful customer experiences across public-facing channels—from Instagram to App Store reviews. Their empathetic interactions with Grammarly users will reinforce Grammarly’s mission and values by showing our users that Grammarly cares about their needs.

    Your impact

    Grammarly exists to improve lives by improving communication, and as a Senior Customer Support Representative, you’ll directly contribute to this effort by improving communication with people using Grammarly every day. As the voice of Grammarly in social media responses, you’ll have the ability to stretch your writing legs to write tight, on-brand responses to our users. You’ll also be able to scale a review response program with support from the team.

    • You will be responsible for sorting, tagging, and escalating all inbound social media requests, questions in forums, and new product reviews.

    • After you’re comfortable in the inbound queue, you’ll work on one-touch support issues, escalating social support issues to email channels, and creating surprise-and-delight responses for Grammarly users.

    • You will also build your skills in handling more brand-forward and high-impact types of requests, eventually managing responses on social channels relating to such sensitive issues as privacy and security.

    • You will also have the opportunity to evaluate Grammarly’s social support practices and give feedback to optimize these processes. 

    • You may eventually own the scaling plan for one area of public-facing support, such as macros, gif libraries, internal knowledge-sharing, training, and other areas.

    We’re looking for someone who

    • Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.

    • Has very strong writing skills—can write great copy for different channels and situations and is adept at crafting short, easy-to-read sentences.

    • Knows the public-facing support and social media landscape through experience with public channels in the past—and is eager to continue to work in social media.

    • Is an empathetic active listener with a solid understanding of tone matching

    • Can write a response that makes our users feel heard, understood, and taken care of.

    • Thrives in an environment where change is the norm but still can deliver great service amid changing social media landscapes and priorities.

    Support for you, professionally and personally

    Comprehensive benefits

    • Grammarly offers all team members competitive pay along with a benefits package that includes superior health care. But that’s just for starters: We also offer ample and defined time off, catered lunches, gym and recreation stipends, admission discounts, and more.

    Professional growth

    • We hire people we trust, and we give team members autonomy to do their best work. We also support professional development with training, coaching, and transparent and regular review processes.

    A connected team

    • Grammarly builds products that help people connect, and we apply this mindset to our own team. We take time to celebrate our colleagues and accomplishments with global, local, and team-specific events and programs.

    We encourage you to apply

    At Grammarly, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. We do not discriminate on the basis of ancestry, race, place of origin, political belief, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, age, or any other characteristic protected by law. Grammarly is an equal opportunity employer and abides by the Employment Equity Act.

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!