Customer Success

Maze


1 month ago

08/20/2019 10:21:23

Job type: Full-time

Category: Customer Support


The role 

Our user base is growing rapidly and we need someone to help us consolidate our understanding of customer needs. You will be involved in customer-facing operations providing support to our users, as well as be active in other parts of the business, working closely with the product and marketing teams. Communication with our users and the feedback we get are among the most important things within the business as it informs our decision-making a lot.

You will also work on gathering & curating insights from different channels, ranging from our own database to our support platform. Your goal will be to make sense of substantial volumes of insight to help us make educated business choices.

The job 

  • Offer support to Maze users on different channels, such as website, mail, call, etc. 

  • Build customer funnels with the product team to reactivate users and introduce Maze features to them 

  • Gather data by contacting users & listing business / product feedback 

  • Create business analysis reports by crunching collected data 

  • Follow-up with enterprise customers who send requests for product demos 

  • Maintain and update our help desk based on user feedback and questions

Requirements: 

  • Analytical mind 

  • Previous experience working with a SaaS company 

  • You can work as part of a team (a remote team so the ability to communicate is even more essential), but also show initiative and take responsibility for your tasks 

  • Strong writing skills, you can write clearly and accurately, with perfect grammar and spelling 

  • Native-level English speaker

Bonus points: 

  • Customer support experience 

  • Interest in design & UX 

  • A good dose of ambition, as well as a great sense of humour;

How to Apply 

We receive a lot of applications so try to submit something that will grab our attention! It’s important for us to see your understanding of our product so make sure that: 

1) you've done some research on Maze and signed up to try the product; 

2) you include a well-structured and concise message with your application explaining why you find Maze interesting and why you'd be a good fit. Show off a little :).

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

  • Location: Work From Your Home for our All-Remote Company (USA only)

    Do you enjoy troubleshooting technical issues and are detail-oriented? Are you able to communicate technical information simply and easily to technical and non-technical customers?

    If so, we’d like you to learn about Files.com!

    At Files.com, we believe that providing great customer support is a matter of integrity.

    We won’t feel good about the product we’ve built if customers can’t figure out how to use it, if it has incomplete documentation, or if bugs don’t get resolved.

    We invest heavily in our Customer Success team with the goal of being overstaffed so that our customers interact with a live person and get a timely resolution.

    About Files.com

    Files.com is the new name for BrickFTP, a cloud storage service that has existed since 2009 and has over 1,700 paying business customers.

    Our company consists of 20 (and growing to 30 by the end of 2019) USA-based remote employees who work from home.

    Our products and services are used by over 2,000 enterprises and SMBs, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.

    We’re Bootstrapped, Profitable, and Growing

    Our success comes from building a great service that solves problems for our customers, and our growth comes from expanding and improving our products as quickly as we can.

    We believe that great products can only be built by great people. So we’re on a quest to find the smartest, most creative, and most motivated people, and create an environment in which they thrive.

    We Are A Remote Company

    You will work from home and have some flexibility to choose your working hours, allowing you to make time for family, recreation, vacations, or anything that is important to you.

    You’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. You’ll have the time to take longer vacations and have fun.

    Every quarter, you’ll travel to an in-person meeting with the entire team to meet and work together face to face. These meetings are in cities that are fun to visit. In the last few years, we’ve been to Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City

    We think that these in-person meetings are vital to the success of a remote team.

    About the Role

    • Our Customer Success (Support) Team’s name reflects its primary goal: maximizing our customers’ success.

    • Daily responsibilities in pursuit of this goal include providing technical support and generating written content.

    • You will will help triage customer reported issues and respond to them via phone, email, and chat.

    • In addition to providing customized solutions and recommendations, you will be asked to track recurring issues and report them to the appropriate team or individual.

    • You can further specialize in things like technical documentation, internationalization, and knowledge base once hired into this role.

    Minimum Qualifications:

    • 5+ years of Customer Support / Service experience for a SaaS or technical business services company.

    • Ability to communicate technical information in a simplified, easy to understand manner.

    • Excellent written and verbal communication skills.

    • Top-notch customer demeanor.

    Preferred Qualifications:

    • 8+ years of Customer Support / Service experience.

    • Knowledge of hosting-related topics and technologies like TCP/IP, IP routing, DNS, FTP, HTTP, Email, Firewalls, SSL/TLS, Unix, or Linux.

    • Experience working on a remote team.

    Our Core Beliefs

    Here are just some of our Core Beliefs:

    • We believe that allowing and supporting 100% remote work gives us access to great people we wouldn’t otherwise be able to hire. We tend to hire folks who are later in their careers, which means they usually have their family established somewhere. By offering remote work, we can hire the best people, no matter where they’re located.

    • We believe that the best way we can acquire top talent is by being an amazing place to work. Work from home, travel with the team, and surround yourself with top tier people at Files.com. Read about everything we’ve done to make working at Files.com great.

    • We believe in building products that we actually use ourselves. We are our own toughest critics and we put all of our products through their paces every day.

     Salary, Pay, and Benefits

    • Files.com offers industry-leading salaries based on experience combined with unparalleled flexibility and other benefits to secure top talent.

    • You’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. Go have fun. Don’t work all the time.

    • We will provide you a $2,500 signing bonus to purchase a new computer, desk, or anything else that would help build or refresh your home office.

    • We’ll update your salary annually based on your performance, as reviewed by your peers.

    • We fully pay base plan health insurance premiums (exact plan details depend on your state of residence), and we’ll pick up the tab for 75% of your spouse or dependents if they wish to join your chosen plan. We want your family to be healthy.

  • 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.

  • Zoomforth helps customers design and build beautiful no-code websites. Our software makes the complex simple and the boring beautiful. It's like Squarespace, but for professional communications.

    As a CSM here, you'll be responsible for both customer retention and business expansion. You'll achieve that by providing best-in-class support to our Fortune1000 customers to ensure they achieve their objectives in using our software. This is a role that requires exceptional presentation, networking and relationship-building skills, combined with a genuine passion for technology.

    Join a profitable growth-stage startup and work from anywhere you like. You’ll be joining an amazing team to support some of the most respected startups, agencies, and businesses in the world.

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!