Customer Success Manager

OnceHub


3 weeks ago

07/28/2019 10:21:23

Job type: Full-time

Hiring from: US only

Category: Customer Support


OnceHub (www.oncehub.com) is an innovative and thriving software-as-a-service company that provides a feature-rich scheduling platform to businesses. At OnceHub we’re all about powering organizations with smart scheduling solutions that shorten time-to-engagement in all phases of the customer lifecycle.

We are a primarily remote company, where almost everyone works from home. We work hard together to build a product we can be proud of and we see no reason to constrain ourselves to a physical office. We're a team of passionate and driven individuals living and working remotely across seven countries and five continents. Right now, we are hiring in the UK, Ireland, India, Israel, New Zealand, South Africa, and the USA.  

We are looking for a highly analytical individual with a demonstrated interest in technology to join our growing Customer Success team. This is a remote, entry level position that can be performed anywhere in the US.

An ideal candidate should be a fast learner, an independent thinker, and one that complies with standards and maintains the highest levels of transparency. Working for us, you’ll have the opportunity to add new business and technical skills to your repertoire. As our company grows, so will your opportunities.

Responsibilities:

  • Answering phones and emails, providing support on a wide range of topics

  • Act as a trusted advisor to new and prospective customers

  • Review customer requirements to provide the most optimal solution for their organization

  • Troubleshoot technical issues and communicate back to the customer

  • Stay up-to-date by reading technical articles and receiving training for new features

All shifts are full-time. Because we work remotely, we are hiring US residents from all time zones. Your usual schedule would consist of 8.5 hour shifts but more time may be required depending on daily circumstances.  

Shift Option

  • USA Eastern Standard Time: 12-8:30PM, Monday-Friday, Saturday and Sunday off

  • USA Central Standard Time: 11AM-7:30PM, Monday-Friday, Saturday and Sunday off 

  • USA Mountain Standard Time: 10AM-6:30PM, Monday-Friday, Saturday and Sunday off

Requirements:

  • Completed some college in a relevant field (Mathematics, Computer science, Linguistics, IT, physics, Biology, Chemistry etc.)

  • 0-3 years of Customer Success/Support experience (SaaS experience preferred)

  • Analytical mindset with ability to quickly recognize patterns  

  • Able to master new software and systems effortlessly and quickly

  • Superb writing and communication skills: accurate, focused, and detailed

  • Excellent at multitasking and highly productive

  • Strong interpersonal skills

Preferred:

  • Salesforce experience

  • Familiarity with web development languages (HTML, CSS, Javascript, etc.)

  • Technical writing and/or copywriting skills at an advanced level

Employment details:

  • Full-time position

  • 100% work from home in a virtual environment

  • Please note that this is an entry level position and the salary is between $25,000 to $30,000 a year 

What we offer:

  • Medical Insurance

  • 401K Plan 

  • Paid off days

  • Paid sick days 

  • Opportunity to work from home 

  • Company provided laptop, headset and a phone 

  • Opportunity to attend our bi-annual international company retreats 

To apply please submit a resume and cover letter detailing why you are interested in the position. 

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

  • 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 :).

  • 3 days ago

    SessionLab is the leading platform for workshop facilitation and process design. More than 20.000 professionals use our SaaS product and we are proud to receive regular praise from our customers. And this is just the start. We are in a growing market with a growing number of customers, and this is where you come in.

    We are looking for a motivated person to help our customers succeeding in using SessionLab.

    You will be an important part of our five-person team making sure that customers feel they are treated well and they enjoy doing business with us. You will focus both on proactive ways of helping customers to identify and get the most value out of using SessionLab and also on reactive ways to help users with any questions they might have.

    We are a bootstrapped software business, headquartered in Tallinn, Estonia, and working across Europe with a fully remote team, team members at Budapest, Stockholm, Bucharest and Saint Petersburg. Therefore, we a looking for somebody who is self-motivated, independent and ideally having previous remote working experience.

    What we are looking for

    • You genuinely care about customers and you treat people kindly. You want to ensure that every SessionLab user has a positive experience.

    • You value both your own time and customer’s time, and you want to optimise if you see a process working inefficiently.

    • You are patient and enjoy solving problems. If you get stuck in doing something that you haven’t done so far, you will find the answer to your question.

    • You are attentive to details.

    • You thrive working independently.

    • You are interested and willing to learn all the nitty-gritty details of how SessionLab works as a product.

    • You are comfortable with rolling up your sleeve and getting things done.

    • Advanced command of English. (Both written and spoken)

    • Most of the incoming support tends to happen between 3am - 6pm EST (9am - 12 am CET). There is some flexibility in your working hours (weekly 40 hours) within this range. However, it is a big advantage if you can partly or fully cover customer support between 10am - 3pm EST, since this is a gap in our current support capacity.

    Advantages, if you have

    • Any prior experience with workshop facilitation, learning & development, instructional design.

    • Already worked remotely.

    • Experience in a customer-facing role, ideally support.

    • Previous tech experience within SaaS.

    • Experience with customer support and product analytics platform (particularly: Mixpanel, Intercom, ActiveCampaign).

    • Copywriting experience.

    So what will I be doing?

    • Deliver frontline support by handling incoming requests (email, chat).

    • Improve customer support processes and resources (create support materials and help customers discover support resources before they ask for help).

    • Doing online demo sessions and webinars for customers.

    • Managing leads and existing customer records in our CRM system.

    • Identify customers that need assistance.

    • Manage renewals to ensure users continue as happy customers.

    • Take part in testing new features and bug fixes before they are released to customers.

    • As the company’s ear to clients, you’ll also listen for, and keep track of, product development ideas.

    • Dive into our analytics systems and identify experiments on how to improve user activation and retention.

    Why is this great for me?

    • As the main support and success hero at SessionLab, our customers will be thrilled by the help you provide 🙂

    • Opportunity to get involved in building and scaling a digital product. While an essential part of this job is to take ownership and improve our customer support, if you want to dip your feet into product management, this is one of the best starting points.

    • Your role and responsibility will be growing as our company grows.

    • Hard working and motivated co-workers.

    • You will also have a chance to travel a couple of times per year to live company meetings.​

    • Open-minded working culture where we encourage sharing opinions and feedback. Nobody is perfect and we constantly want to improve ourselves as much as our own business, and we want to give you the same opportunity.

    Salary

    • The budgeted compensation range for this role is between monthly €2,000 to €4,000 on B2B contract or €1,600 to €3,200 gross salary as an employee. The actual compensation offered to a successful candidate will be based on relative experience and skills.

  • 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!