Manager, Client Happiness

Instreamatic


1 month ago

07/17/2019 10:21:23

Job type: Contract

Category: Customer Support


We’re looking for a support team member who will help our clients and partners with their technical questions and integration. Your job will be to resolve requests via phone and email with the help of our manuals and the Development team (if necessary).

You will have to be able to answer any incoming phone calls and chat requests immediately and incoming emails within a few hours.

Requirements: 

  • Ideally, 3+ years of customer service experience. 

  • No specific tech support expertise is required, but experience with tech documentation (i.e. you can read and understand manuals) is a big advantage. 

  • Experience with digital advertising platforms (Facebook and Google ads, etc.) is a plus.

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

  • Howdy 👋We’re the folks at SkyVerge, and we build WordPress plugins that help over 100k+ eCommerce businesses grow and manage their WooCommerce stores. Our team is 100% remote, with 27 people distributed all over the world.

    We’re looking for a friendly, talented Customer Support Specialist to join our team and help support our entire suite of products: a portfolio of WordPress plugins for WooCommerce and Jilt, an email marketing platform built for eCommerce.

    You’ll be the first point of contact for hundreds of thousands of eCommerce stores, helping them with problems, and answering questions. As part of a small team, you'll likely get your hands dirty with a little bit of everything. 

    You should be...

    • Excited to be on the customer’s team -- you’ll need to understand and empathize with their problems before you start fixing things
    • A self-starter, capable of working independently 
    • Dedicated to constant experimentation & learning
    • Familiar with HTML, CSS and JavaScript

    Bonus points if you also have…

    • Experience with WordPress
    • Experience with WooCommerce (or other eCommerce platforms)
    • Experience supporting SaaS products
    • Experience with PHP / Ruby (or other programming languages)
    • Native-level fluency in a language other than English (We love being able to support customers in their native language!)

    You’ll be responsible for…

    • Assisting customers by troubleshooting technical problems and escalating to the engineering team as needed
    • Answering pre-sales questions and other feedback from customers
    • Documenting and optimizing our support process to improve customer satisfaction
    • Writing technical documentation and other content so customers can help themselves
    • Helping our engineering & product teams to identify areas where we can improve the customer experience
    • Monitoring social media and forums where customers may have questions or issues with our products and get them the help they need

    Why you’ll love working with us…

    • Kind, wonderful teammates that enjoy their work as much as you do
    • Competitive salary
    • Annual company retreats (read about our last adventure in Scotland!)
    • Fantastic benefits: 27 days paid time-off, full health insurance (medical, dental, and vision), retirement contributions, paid parental leave, and more!
    • Transparent culture (check out our team wiki)

    Curious to learn more? Read our full position overview and apply via the link provided. We're excited to meet you!

    We support workplace diversity and do not discriminate on any protected class. We believe when we work together as a team of different views, experiences, and ideas, we can build amazing things.

  • 2 days ago

    Rotunda Software is a small, profitable technology company focused on helping people do good things. We have two very sticky software products that customers LOVE and a new solution with a bright future.

    We are looking for a Client Service Specialist to join our team in providing stellar customer support to help organizations schedule, connect, and grow their volunteer base. You will be responsible for assisting clients in setting up the software and handling technical and customer service-related questions. This includes educating users on how the program works, making setup recommendations based on their needs, and finding and reporting bugs.

    In addition, you will be part of the beta testing team which is responsible for testing new features and ensuring they are bug free. Side projects may include -- but are not limited to -- producing webinars, creating documentation, and supporting the marketing team. You are encouraged to propose new side projects based on your interests.

    Requirements:

    • Listen carefully

    • Think critically

    • Read between the lines and interpret a customers needs

    • Communicate complex thoughts and solutions

    • Communicate clearly both verbally and in writing

    • Think and respond to issues quickly and with confidence

    • Enjoy talking to and helping people

    • Learn new technology easily

    • Pay close attention to detail

    • Follow through on tasks to the end

    Our support is highly customized. This position is best suited for someone who enjoys brain teasers and isn't afraid to do some digging to help clients get the best possible results.

    Although you will contribute throughout the company, we are hiring someone who is excited to be on the front lines of providing stellar support. This means listening, sympathizing, being patient, and encouraging users -- many of whom are not tech savvy. It also means getting creative to solve unique problems.

    Compensation:

    • $35k - $50k

    Rotunda fosters a positive, supportive environment with a culture built around mutual respect and personal growth. We love what we do and we want our staff and our clients to also! We live our values, not only in our work, but in how we live our lives. We serve the nonprofit sector and strive to promote the welfare of others whenever possible.

    We believe:

    • What we do matters

    • Focus on service

    • Exceed expectations

    • Be honest

    • Ideas Rule

    • Work to live

    There is ample room to grow in terms of job responsibilities and compensation. Additional benefits include a generous vacation package, ability to work remotely, on-going training, a Profit Sharing Plan, and working alongside talented, motivated and interesting coworkers.

    To apply, please submit your resume and a cover letter. In your cover letter, make sure to state what you're looking for in your next position and how you see Rotunda Software filling that vision.

  • 4 days ago

     Tiller is hiring our next customer success team members. 

    We’d love to hear from you if you’re enthusiastic and knowledgeable about spreadsheets, both Google Sheets and Excel, have a knack for solving riddles, love helping people, and have an interest in personal and small business finances.

    A little about who we are and what we do

    Tiller is a nimble, distributed company revolutionizing the way people handle their finances. We make it easy to track your spending and manage your money in a spreadsheet with daily bank feeds and helpful templates. We’re passionate about empowering people with their financial data in a flexible, customizable format so they can take control of their future.

    As a Tiller Customer Success Specialist you’re on the frontlines interacting with our customers and helping them troubleshoot issues ranging from a bank data connection gone bad to an N/A error in cell B12 on the Tiller Foundation Template. You’ll also be responsible for helping educate customers on the product, answering basic questions like how to sort a large data set in a spreadsheet or sharing ideas and content for how they can customize their spreadsheets to best meet their specific money management need.

    For most customers, you’ll be the only person at Tiller they get to know. By joining the team, you’ll be instrumental in growing our strong reputation for a responsive and friendly customer experience that will ultimately empower customers to take charge of their finances and own their destiny.

    About You:

    • You were born a problem solver and you love helping people.

    • You’re available most days for a 4 hour shift before 3 PT (6pm ET).

    • You have a working knowledge of Google Sheets & Excel.

    • Your shift will include weekends.

    • You’re so passionate about diving into products that of course you’ll read every help center article (and suggest improvements).

    • You have 1+ years of customer support experience or a background that makes you a perfect fit.

    • Up-to-date LinkedIn profile.

    • Bonus points for:

    • Background in or passion for personal finances or small business finances.

    As a Tiller CS Specialist you will:

    • Gain a deep understanding of Tiller and our products.

    • Spend most hours of your workday in Intercom, our support messaging tool, or Discourse, our community forum, responding to customer and community inquiries.

    • Develop additional support content & resources based on customer needs.

    • Assist in developing the customer success program at Tiller.

    • Track, measure, and share customer support performance & metrics.

    A few employee perks:

    • Work from anywhere.

    • Awesome, supportive colleagues who know how to have a good laugh together.

    • A new Mac to help you do your best work.

    Tiller is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

    Position Details

    • Option for full time or part time (20 hours weekly) transitioning to full time.

    • Pay during the 3 month training period will be $15 per hour. Following the training period, compensation will be in the $17 to $20 per hour range.

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!