Customer Success Specialist

PadPiper


1 week ago

07/11/2019 10:21:23

Job type: Full-time

Hiring from: US/Canada

Salary: $50,000.00 - $70,000.00/year

Category: Customer Support


Do you have what it takes to be PadPiper Employee #1? We’re straight out of Y Combinator, just closed our first round of fundraising, and are hiring our first employees.

ABOUT PADPIPER 

PadPiper helps renters live happier. PadPiper is a marketplace where thousands of renters from 40+ countries find places to live, people to live with, and activities nearby. We’re constantly improving, growing, and living the startup life. This year, we’ve processed over $1.2 million in rent payments, and we release product updates every week.

THE OPPORTUNITY

At PadPiper, Customer Success is key to our business. Renting can be stressful for anyone involved — hosts, renters, and partners. Our customers rely on PadPiper, and we want to provide them with the best possible support. Our Customer Success team’s top priority is to ensure that our customers’ experience using PadPiper is delightful and productive.

As a Customer Success Specialist, you’ll join us in paving the way for our Customer Success Team. Your task is to make our customers happy and productive. This is a demanding role that requires you to be an advocate for the product and empathize with users. If you love a challenging, high-volume environment across multiple channels and can delight and support users every step of the way, we want to hear from you. 

CORE RESPONSIBILITIES

  • Providing thoughtful, personalized communication to our renters, hosts, and employers via email, chat, and phone to help them get the most out of PadPiper.

  • Creating written and video content to empower our users to self-service.

  • Effectively resolve customer inquiries in a considerate and timely manner.

  • Investigate and troubleshoot users’ issues.

  • Proactively identify opportunities to improve the customer experience and share with appropriate channels.

  • Assisting during quality assurance (QA) tests of new features and releases.

REQUIREMENTS 

  • 2+ years of experience in customer support by phone, chat, or email, and know how to do it well. You understand the role of Customer Happiness and go above and beyond to support the customers. 

  • Ability to solve problems quickly. 

  • Naturally empathetic person who is a strong communicator with excellent interpersonal skills. 

  • Understanding of the web and how it works. You’re not deploying your own code, but you’re not intimidated by technology. 

  • Confidence to ask for help when something is over your head.

  • Ability to work from 9am-5pm PST. 

  • A desire to learn, grow, and work in a fast-paced, ever-changing startup.

OUR TEAM 

We’re a tight-knit and dynamic team of product experts, tinkerers, soccer ball kickers, squash players, world travelers, podcast listeners, skiers, and squatty potty-owners. We came together after renting 49 apartments in 7 years during which we realized how bad the renting process is. We decided to fix it. We learn fast and love working with and challenging each other. In our past, we’ve worked on products for big and small companies, including Google, Apple, Salesforce, FarmLogs, and Ticketmaster. 

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

  • Here at Livestorm, we're building what we consider to be the future of B2B video solutions.

    As part of the support team, you will join a crew of product experts willing to give great service, help customers in their day to day usage of Livestorm. You'll be the proxy between our customers and the product team.

    We're a startup based in Paris/France, but we're looking for new teammates to help us widen our support coverage to the US. This position is remote, so you'll be working from the comfort of your own home.

    Note that this position requires to work on PST hours (aka US West Coast hours). Our ideal teammate should be able to demonstrate good decision making and autonomy.

    Mission

    • Help US timezone based customers successfully use Livestorm
    • Work either remotely or with a custom schedule to cover the US timezone
    • Respond quickly to customer questions and requests through live chat and email
    • Improve our documentation (written and videos)
    • Come up with new content ideas to help customers
    • Provide detailed and accurate product feedback to the team


    US Operations

    Being in charge of the US market, you will be either:

    • based in the US
    • working from a remote location in the US timezone
    • based in France / the EU working on the US schedule


    Requirements 

    • 1+ years of experience in Customer Support or a client facing role
    • Fluent, ideally native, in English (both written and spoken)
    • Enough French in order to communicate with the team
    • Previous experience with Intercom or another live chat software
    • Have the ability to work remotely and communicate efficiently
    • Excellent customer service and problem-solving skills
    • Flexible and agile in adapting to quick changes in a startup environment
    • Always a willingness to go the extra mile to please and delight users
    • Positive minded and team player
    • Excellent writer and communicator
    • Internet savvy with a strong interest in startups
  • Account Manager for a B2B Lead Generation Company

    This is a long-term, remote position, for a B2B lead generation platform. Impeccable English is a Must.

    We're looking for an experienced Account Manager who will oversee a portfolio of assigned customers and liaise with cross-functional internal teams, to improve the entire customer experience.

    Responsibilities:

    - Serve as the lead point of contact for all customer account management matters

    - Oversee a portfolio of assigned customers and conduct well-being status calls on a regular basis

    - Where possible, develop new business from existing clients

    - Build and maintain strong, long-lasting client relationships

    - Strategize with the internal team on potential areas of campaign improvement and present that to the customer

    Requirements:

    - Ideally with a background in Customer Service or to be customer oriented

    - Ability to maintain sharp attention to detail

    - Excellent listening, negotiation and presentation abilities

    - Strong verbal and written communication skills

    Impeccable English is a Must.

    We offer a fixed salary + commission on performance.

    To apply, please fill out the application form and we'll get back to you within 7 days - 


  • Yesterday

    Support Agents focus on providing support for customers and users of GitLab.com. They are the first point of contact when a customer has trouble. They should be cool under pressure, comfortable with technology, and always willing to go the extra mile to make things right.

    Responsibilities

      • Engage with our customers to triage customer issues via email

      • Collaborate with Support Engineers and the GitLab Community to get bugs fixed

      • Create or update internal documentation on support processes

      • Maintain good ticket performance and satisfaction

    Requirements

    • 2+ years in a customer facing / customer service role, ideally in a technical capacity.
    • Experience with Git / source control and/or the software development lifecycle.
    • Customer oriented individual; has the ability to adapt and respond to different kinds of characters.
    • Good problem solving skills that result in quality resolutions.
    • Have a good understanding of how SaaS software works
    • Desire to dive in and understand problems
    • Driven to understand new challenges
    • Customer focused always
    • Excellent spoken and written English
    • Successful completion of a background check

    Nice to haves

    • Previous experience in a startup or environment that is scaling would be an added benefit for this role.
    • Familiarity with terms like 'CI/CD', 'test-driven development', 'Docker registry' or '2FA'
    Remote-MLY

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!