Customer Success Weekend Warrior

SmarterQueue


1 month ago

01/17/2020 10:22:57

Job type: Contract

Category: Customer Support / Customer Success


🚨Please read carefully before applying:

✔️This position is 100% remote 🌍

✔️Your availability must have a minimum of 3 hours overlap with GMT

ABOUT US

SmarterQueue is a ground-breaking social media management tool.

On average, SmarterQueue increases the effectiveness of our customers social media content by up to 300%, and saves them over 8 hours per week - amongst many other incredible benefits!

We are a small fully remote team, spanning the UK, Canada, America and Europe.

SmarterQueue is building software which adds REAL value to influencers and marketers lives!

SALARY

- Salary range USD $20 - $35 per hour (dependent on experience).

WHAT YOU’LL DO

- Lead inbox coverage during the weekends (answering live chat and email).

- Report customer feedback to the Product Team.

- Develop relationships with customers and proactively gather information on their needs to identify SmarterQueue features that could help them achieve their goals.

- Identify and execute opportunities to increase customer loyalty and reduce churn.

- Take customer demo and onboarding calls.

- Create, review and edit Help Center articles.

- Complete communication reports, and suggest improvements.

- Recommend best practices to the Customer Success Manager for the benefit of the broader company related to customer experience, operations, product, sales and training.

ABOUT THE ROLE

- Part time (with the opportunity to go full time).

- Must be flexible regarding working hours.

- Contract position.

- You will work 100% remotely and report directly to the Head Of Operations & Customer Success.

- You must have your own computer/equipment with a solid connection to the internet.

REQUIREMENTS

- Fluent in English, both verbal and written.

- Strong verbal and written communication skills.

- Reliable, responsible and consistent.

- Excellent interpersonal skills.

- Independent and very resourceful.

- Incredible organisational skills, with the ability to multitask.

- A strong understanding of social media.

BONUS POINTS

- Remote working experience.

- Startup experience.

- Sales experience.

HOW TO APPLY

✔️Click to apply, and ensure you send us a brief intro note

✔️Make sure your resume is uploaded on AngelList, and your Linkedin URL is added to your profile

✔️All applications without a complete AngelList profile and intro note, mentioning ‘taco’, will be immediately disqualified 😉

✨We’re actively looking for a diverse and gender-balanced team.

➡️Visit smarterqueue.com for more information about the product.

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!

  • The Customer Engagement Manager role is the first of its kind at Later. You will be joining an experienced team that to date has been serving all customer types, but you bring strong leadership skills and expert knowledge in serving high value customers that require more hands-on guidance. Your goal is to proactively engage with our high value customers to understand their goals with using Later, onboard them with a strategic hands-on approach, ensure they are getting continued value from the product to optimize expansion and upselling opportunities.

    Later’s customer base has been growing rapidly, and to optimize customer retention we need someone who can ensure this segment of our customers reach their long term goals. You will work within the Customer Success team, alongside our Education and Onboarding teams to develop high touch strategies across the entire customer journey.

    Responsibilities

    • Onboard Later’s high value customers with a combination of 1-to-1 and 1-to-many touchpoints

    • Identify opportunities and implement strategies for retention, renewals, and expansion

    • Provide proactive touchpoints with Later’s VIP companies such as Nike, NBC, Spotify, Patagonia, and more

    • Be the first point of contact for inbound inquiries and responses to 1-many onboarding campaigns

    • Conduct webinars and run product demos guiding customers on how to use Later to accomplish their goals and desired outcomes, as well as drive usage of key features that contribute to activation and retention

    • Develop training materials such as slides, scripts, and recorded demos to help customers achieve their outcomes at different stages of their journey

    • Proactive outreach to customers that may need help

    • Collect product and cancellation feedback

    • Work cross functionally with Product and Marketing teams to represent the voice of Later’s high value customers

    • Collaborate with Customer Education and Customer Onboarding within the Success team to ensure strategic alignment

    • Approach all strategy and tactics with a data driven approach - creating hypotheses and assumptions, validated with data insights

    Skills and Qualifications

    • 3+ years in a Customer Success/Account Management role preferably in a B2B SaaS environment

    • Experience planning low touch and high touch customer onboarding strategies

    • Strong sense of analytics and how to measure results, obsessed with making optimizations to take your work to the next level

    • Ability to quickly uncover root causes and desired outcomes, and translate insights into actionable steps

    • Strong command of the English language, both written and verbal

    • You are a creative thinker who is comfortable working both independently and in a team environment. You embrace feedback, and have a constant desire to learn and improve.

    • Knowledge of the Social Media Market (bonus for experience working with/in Social Media Agencies)

    • Bonus: you’ve used Marketing Automation and Customer Success tools such as Intercom, Zendesk, Amplitude, Asana, etc.

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!