Senior Customer Support Specialist

Universe


3 weeks ago

03/04/2020 10:22:57

Job type: Full-time

Hiring from: US only

Category: Customer Support / Customer Success


Overview:

We take support seriously. It's the human face of our product. We believe that every support ticket is an opportunity to convert a frustrated, confused, or curious customer into a delighted, long-term champion of our company.

We're looking to add a new support specialist to our team. This person will work with customers to help solve their problems, surface learnings to the rest of our team, and help design systems to scale our support experience.

We're looking for someone with a unique set of skills: extraordinary human interaction abilities—the kind of person who can turn a frown into a smile—and operational excellence. In this role you'll have the freedom to design a delightful experience and shape the systems we use to deliver it. You'll play an essential role in evolving our product, company, and culture.

We expect you to bring passion and enthusiasm to every interaction with our customers and team.

Qualifications:

  • 1-2 years of customer support experience for tech products (required)

  • Enthusiastic passion for helping customers

  • Strong communication skills

  • Highly organized and thorough

  • Passion for our product (which you can download here)

Day to day:

  • Handle inbound support tickets via Intercom and monitor support team KPIs

  • Assist with building our internal support admin tool, support knowledge base, and documentation

  • Work cross-functionally with engineering to address bug/issues, with product on new feature development, and with growth on running user interviews

  • Collaborate with a small team of customer support specialists

This job is open to anyone, anywhere in the U.S., but we'll need you to work an EST schedule.

Please mention that you come from Remotive when applying for this job.

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