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Customer Support (51)

  • 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.

  • Yesterday

    We are currently looking for an eager partner who is passionate about fishing to join our customer service team in supporting the overall customer experience. When our customers have questions, requests or suggestions about our service, they turn to our customer support team for answers. The Customer Support Associate acts as the direct link between Catch Co. and our existing and potential customers by providing specific information about the services and products we offer. This position will also closely assist the Customer Support manager in evaluating and improving the customer experience by analyzing order fulfillment trends and operational opportunities.

    What you will do:

    • Respond and resolve customer support inquiries through email, live chat, phone and social media channels

    • Manage customer accounts and troubleshoot customer issues using our online ecommerce platform

    • Report and analyze customer inquiries for identifiable patterns to improve our service and overall customer experience

    • Serve as a customer support liaison between the warehousing/ fulfillment center and Catch Co. customers

    • Assist the team with high complexity customer inquiries related to order fulfillment

    • Suggest products that will help enhance the customers’ fishing experience

    What makes this a special opportunity:

    • We are a dynamic early-stage startup with tons of momentum (ranked #435 on the 2017 Inc. 500 list of the fastest growing private companies)

    • We place a premium on building a great culture made up of great people

    • You will work with and learn from experienced leaders who have a track record of building successful companies

    • This is an excellent role for a candidate looking to start a career in customer service and/or operations, and will have flexibility to work remote.

    REQUIREMENTS

    • 0-2 years customer service experience. Call center experience is a plus.

    • Associates Degree +

    • Fishing knowledge highly preferred

    • Proficiency in the use of Microsoft Office, especially Excel and Word

    • Excellent listening, verbal and written communication skills

    • Excellent organizational skills with attention to detail in managing multiple priorities

    • Familiarity with Microsoft Office, HelpScout, Zendesk, and Just Call is a plus

    What will make you successful:

    • Curiosity: Always seeking to understand “why”. Always looking to make things better.

    • Passion: You are driven by a love for what you do

    • Optimism: The ability to bounce back quickly when something doesn’t work

    • Action: Knowing when to shift from planning to doing

    • Honesty: Transparency with customers, partners and teammates. Strong professional ethics and integrity

    • Entrepreneurial spirit

    • Data-driven mindset and analytical skills to dive into details

    • Willingness to get your hands dirty

    • Passion for customer experience improvement

    BENEFITS

    • "Take what you need" PTO Policy

    • 4 additional paid days off specifically to enjoy the outdoors

    • Flexible working schedule

    • Ability to work from home if there is a need

    • Medical, Dental and Vision Insurance - We cover 85% of your premium and 50% for dependents

    • Health Savings Account

    • 401(K) plan

    • Pre-Tax Commuter Benefits

    • Unlimited fruit snacks

  • As part of the Success team, the Technical Support Specialist works directly with customers to assist them with troubleshooting issues, product and technical questions, and the setup and configuration of new sites.

    As an expert in our products, the Technical Support Specialist guides customers through the project process as part of the post-member onboarding, setting expectations and milestones, showing customers how to use tools, and offering guidance on LexBlog’s blogging best practices.

    As the face of our company, the Technical Support Specialist is a collaborative team player that takes initiative to do the right thing for our customers.

    Responsibilities

    • Respond to technical support requests through a ticketing system, live chat, and phone

    • Flag patterns or identify technical issues to proactively address as a team

    • Configure and set up new sites including migrating content, and configuring site settings per customer and product plan requirements

    • Organize projects for customers by driving milestones, and communicating expectations and next steps

    Required Qualifications

    • You’re experienced with troubleshooting software or web tools with customers

    • You have previous experience in project management or customer service roles

    • You have experience with technical troubleshooting that uses an escalation framework

    • Excellent written and spoken communication: You need to be able to clearly guide customers through a solution or walk-through our products and features

    Preferred Skills/Experience

    • You’re a self-learner who is flexible, curious, and willing to try new things

    • You’re a natural problem solver, you love a good challenge and can think quickly on your feet

    • You enjoy a dynamic, changing work environment and feel comfortable tackling a variety of tasks in a given day

    • You have previous experience in a technical support role

    • You have basic knowledge of HTML, CSS, Zendesk, Google Suite, or experience with WordPress site administration

    • You’re passionate about blogging, the web, and empowering professionals to publish

    • You’re motivated to learn new tools or skills and share those skills with others

    About LexBlog

    LexBlog empowers lawyers to increase their visibility and accelerate business relationships through the Internet, primarily through blogging. With LexBlog’s help, legal professionals use their subject matter expertise to drive powerful Sales. The American Bar Association and other key industry organizations routinely cite LexBlog as the legal industry’s authority on social media marketing.

    LexBlog has grown into the world’s largest collection of professional blogs with more than 22,000 authors providing a regularly updated flow of legal opinion and analysis.

  • 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 :).

  • 5 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.

  • 6 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.

  • 1 week 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.

  • Job description

    NOTE: This position is for true gamers only!

    In this position, you will get unique insights into some of the most influential companies currently operating in the gaming and gaming hardware industries. This job is not only about helping gamers who enjoy the same games as you do, it is also about understanding the whole gaming support system. 

    The scope of this position is simple. You will be working on behalf of one of our clients to provide VIP player & customer support for clients of a well known mobile game: you will be contacted by gamers via chat and email in order to troubleshoot any problems they might have with their games and products. Needless to say, you will receive a top-notch training to be able to respond to any question you may get.

    Requirements

    • You speak English at a C2 level. 

    • You are available to work full-time and in a fixed schedule. 

    • You have in-depth knowledge about gaming and you love anything related to video games. 

    • You are a fast learner, you take initiative and are awesome at troubleshooting. 

    • You have experience in a Customer Service environment and understand how to provide fantastic customer service.

    • You have a dedicated quiet work space, located within your own residence.

    PC requirements: 

    • An internet speed minimum of 1 Mb/s download and 0,5 Mb/s upload internationally. 

    • A minimum of 4 GB RAM memory, with a 64-bit windows version or MacOS. 

    • An i3 processor (2,4 Ghz or faster), or better/ similar, max. 3 years old. 

    We offer:  

    • A position at a fast-growing company with ambitious A-level clients. 

    • A casual, international environment where you’ll work with people from over 40 different nationalities. 

    • Flexibility; working remotely means being able to work from anywhere in the world. 

    • No time wasted commuting between home and work. 

    • Top-notch tools, training, and colleagues.

  • 15Five is seeking a passionate Customer Support Representative to help support the next generation of continuous performance management and employee engagement software for 15Five customers. The primary focus of the role is to serve as a trusted advocate to our customers by handling technical issues and educating end users.

    Do you consider yourself a team player? Empathetic? Does joining an early-stage, high-growth startup with a world class culture excite you? 15Five has a unique opportunity to expand our Customer Support team. You will report to the Director of Customer Support and work cross-functionally with other revenue teammates.

    This role is full-time, 40 hours per week, Monday - Friday (9am - 5pm), and open to those who are based in the United States. 15Five is looking to hire someone to support PST and someone to support EST.

    What You'll Do 

    • You are the 15Five product expert for both customers and internal teammates 

    • Help clients and teammates via chat, email and real-time discussions using research, debugging, tools, processes, detailed error reporting, and documentation 

    • Troubleshoot tough customer issues that often deal with edge cases 

    • Observe and communicate opportunities to make our product & services better for our customers 

    • Author and update internal and customer-facing documentation 

    • Create issue tickets and manage customer expectations regarding technical issues 

    • Take initiative to improve the team’s practices, tools, and content 

    By the (3) Month Mark, You'll... 

    • Complete 15Five’s new-hire on-boarding and job-specific training for your role 

    • Gain clarity on expectations of your role and understand Best-Self Management 

    • Identify needs for your team and role and build out your OKRs for the quarter 

    • Start building the foundation of strong relationships with 15Five teammates 

    • Accurately answer 70% of Tier 1 customer issues via chat and email 

    • Meet Key Performance Indicators by having an initial response time of 10 minutes or less 

    • Meet Key Performance Indicators by having a customer satisfaction score of 96% or higher 

    By the (6) Month Mark, You'll... 

    • Deepen knowledge around the 15Five product, best practices, and research 

    • Deepen knowledge around troubleshooting within the 15Five product and backend systems 

    • Author Tier 1 customer facing technical documentation 

    • Contribute to the growth of our team by interviewing and training new Customer Support Representatives 

    • Answer 85 to 90 percent of Tier 1 tickets without assistance 

    • Be extremely comfortable working cross-functionally with other teams

    By the (12) Month Mark, You'll... 

    • Serve as a product expert internally and externally 

    • Troubleshoot a small percentage of Tier 2 issues 

    • Craft knowledge based articles, which contributes to the educational content provided to our users 

    • Discover your Zone of Genius and embody your Best-Self

    What You'll Bring 

    • 1+ year of experience in Customer Support, Project Management, or another client-facing role, preferably in a similar role at a startup with SaaS-based solutions 

    • Demonstrated success of handling a high volume of customer issues at a time 

    • Product-savviness and ability to quickly learn the detailed technical specifications of multiple features 

    • A team player mentality who collaborates effectively with cross-functional partners 

    • Demonstrated desire for continuous learning, improvement, and development 

    • Excellent verbal, written, and presentation skills 

    • Domain knowledge in the performance management space and previously partnering with HR/People Ops 

    Who You Are 

    • Problem Solver: You have experience finding elegant solutions to complex problems 

    • Self-accountable: You hold yourself responsible in driving your timelines while providing a delightful customer experience 

    • Empathic: Others compliment you for your high emotional intelligence and you go out of your way to ensure customers are heard 

    • Dynamic: You thrive in a fast-paced environment and are excited by change and ambiguity 

    • Self-motivated: You inspire the team by taking the initiative to own your performance and contributions to the team 

    • Growth-oriented: You embrace coaching and are able to apply feedback immediately to improve performance, and evolve personally and professionally 

  • ABOUT BALENA

    Balena's mission to unlock the potential of physical computing by removing friction for IoT fleet owners. We believe that edge computing is the next major computing paradigm, and every new computing paradigm needs a scalable development platform to match. We're building that platform with a complete, end-to-end solution that makes it easy for any developer to build applications for IoT and the Edge.

    Our software platform helps developers build, deploy and manage code on connected devices. We brought Docker to embedded GNU/Linux devices in 2013 and have been building our toolkit ever since. Our core product is the balenaCloud platform, but we also maintain a variety of successful open source projects including Etcher, openBalena, balenaOS and balenaEngine and made contributions to high-exposure projects such as Docker, Electron, and AppImage. We've also recently released our first hardware product, the balenaFin.

    Our technology is open, standards-based, and proven in production across a wide range of scenarios from robotics, drones, smart buildings, 3D printing, agriculture, medicine, and more. Our investors include OpenView, Threshold Ventures, Aspect Ventures, GE, and Ericsson.

    Balena is a highly distributed, remote-friendly company We rely on clear communication and the rule of "assume positive intent" to help us work together across time zones, cultures and first languages. As an organization, we have little hierarchy, and organize as needed to build complex features and solve big problems.

    On being the Head of Support at Balena 

    As Head of Support at balena, you will lead the efforts to build out and improve our product support process. You will be responsible for developing a strategic vision, improving process designs, and delivering results as we scale. If you have technical chops, a knack for process, and loads of user empathy, this job is for you.

    Our customers choose to work with us for their IoT projects because our platform is easy to use, and because we provide them responsive and trustworthy support when they have questions or hit issues. We consistently hear from our customers that our support, provided by the same engineers who build the platform, is world-class.

    Our approach to support-driven development has also driven many exciting platform changes and improvements over the years. We see support not only as a place to answer questions and guide our customers, but also as a place to gather valuable feedback that we can feed back into the product.

    We also aim to make support as frictionless as possible for our engineers and are constantly looking for ways to not only improve the service we provide to our customers, but also to improve the experience of our support agents through new processes and tools. This will be a full-time role.

    RESPONSIBILITIES

    • Define and implement productive, scalable support processes and tools that delight both customers and employees

    • Work and communicate cross-functionally as the voice of customer support,

    • Educate and provide guidance, leadership, mentorship, and support to engineers providing support

    • Work with the team to ensure support shifts are optimally scheduled for overall team happiness and customer satisfaction

    • Drive the process on knowledge capture, turning support conversations into product improvements and reusable pieces of content and documentation.

    • Influence overall product design and strategy using customer feedback and support data metrics

    • Design metrics that measure the value of support to users and continuously look for ways to test and make improvements

    REQUIREMENTS

    Need to have:

    • 2+ years experience leading and scaling successful support or customer service teams, or similar experience in support roles

    • Able to collaborate with cross-functional teams and lead operational and strategic initiatives

    • Strong technical background, ideally with an understanding of Linux, Docker and software development and debugging fundamentals.

    • Outstanding written and verbal communication skills, including an ability to handle and de-escalate sensitive conversations with customers

    • Nuanced understanding of when and how to build process and tooling

    • Immense amounts of customer and developer empathy

    • Organized and able to handle many threads at once

    • Excellent analytical skills and ability to communicate results with highly technical leadership teams

    • Self-motivated and able to drive results without too much management.

    • Fluent in written and spoken English

    Nice to Have:

    • Experience building IoT and/or hardware projects. Bonus points if you have experience with balenaCloud

    • Experience building and leading a support function at a developer-focused company

    • Participation in open source software communities

    • Appreciation and understanding of multi-channel support approaches (social, community, web, phone, tickets etc) and modern support tooling (Zendesk, Intercom etc)

    BENEFITS

    • Work with an extremely talented, diverse team

    • Equipment of your choice

    • Remote-friendly

    • Flexible working hours

    • Flexible vacation policy

    • Annual company gathering in an international location

    • We send you hardware for side projects!

  • 1 week ago

    #About Reedsy 

    We’re here to help authors find world-class professionals to create amazing books. Our curated marketplace gathers some of the best freelancers in the industry — the likes of Stephen King's designer, Neil Gaiman's editor or Walter Isaacson's publicist.

    We’ve grown to a community of 150,000 authors and over 1,500 freelancers in just a few short years, while picking up a number of industry awards along the way. Want to help us? Cool, keep reading!

    #Job Description 

    Your role is to grow Reedsy's supply of creative publishing professionals (editors, designers, marketers, publicists, ghostwriters, translators, etc.), build relationships and optimize conversion.

    You will: 

    • Offer customer support; 

    • Reach out to top creative professionals and present Reedsy to them; 

    • Contribute to curating our marketplace: Reedsy accepts 1-3% of all applications submitted by professionals in order to offer a high-quality service; 

    • Onboard new professionals to present Reedsy's product to them; 

    • Optimize the balance between supply and demand by crunching data and following KPIs; 

    • Build customer funnels (design emails and in-app messages) to reactivate users and introduce Reedsy's features to them.

    #Person Specification: 

    • Analytical mind 

    • Experience automating and scaling outreach 

    • Familiarity with Google Analytics and other analytics tools 

    • Great understanding of onboarding and conversion rate optimization (CRO) techniques 

    • Customer support experience (Intercom, Crisp, Zendesk, etc.) 

    • Entrepreneurial minded 

    • Strong writing skills 

    • Native-level English speaker

    #Bonus Points 

    • Previous experience working for a marketplace and/or in a creative industry 

    • A good dose of ambition, as well as a great sense of humour 

    • Fluent in French, Spanish or German

    #How to Apply 

    We currently receive over 30 applications every day and we won't spend any time on generic messages. If you'd like to stand out, make sure that 

    1) you've done some research about Reedsy and signed up to try the product; 

    2) you include a well-structured and **concise** message with your application explaining why you find Reedsy interesting and why you'd be a good fit. Show off but not too much :).

  • Over 40,000 designers, developers, and business owners rely on Webflow for their online presence. As a Customer Support Frontline Specialist, you'll help customers with account and billing issues, answer questions about Webflow, and provide valuable customer feedback to other departments.

    If you:

    • Love Webflow and have a deep understanding of its capabilities

    • Love helping and empowering people and have experience in customer service

    • Have strong written and verbal communication skills in English

    • Possess strong analytical reasoning for account and billing questions

    • Communicate with kindness and empathy to empower those around you

    We’d love to chat!

    Responsibilities

    In this role, your primary responsibility will be to answer customer emails while using tools such as Help Scout, Stripe, Slack, and Github. You’ll be one of the primary points of contact between Webflow customers and Webflow as a company, responsible for filing bugs, troubleshooting issues, and collaborating with the team to provide an excellent customer experience.

    As a valued member of Webflow, your advocacy for our customers will drive new features and enhancements that our community needs. You’ll be supported and empowered to make decisions with autonomy for our customer base, and work closely with your team and manager to find areas of improvement within our product and services.

    • This is a full-time position requiring 35-40 hours each week, and time off for sick leave, bereavement, parental leave, holidays, and vacation are included.

    • Compensation starts between $40K - $65K (USD) annually, with factors such as market rate in your geographic area, your level of qualification, and additional tax or international labor law considerations.

    • Most of our team is remote, and we’re looking for a candidate who can work productively and autonomously without constant supervision, while still communicating effectively with teammates and other departments.

    • Additional perks include annual company retreats, departmental off-sites, Dec. 25th - Jan. 1st off, and a flexible monthly budget for continuing education, remote office expenses, or even your local gym membership!

    Requirements

    • In-depth knowledge of Webflow as a tool, platform, and customer solution

    • Strong written and verbal communication skills (in English) - bilingual a plus

    • History of excellent technical or customer support experience

    • Analytical, algebraic, and financial reasoning skills

    • Advanced computer literacy and ability to learn digital tools quickly

    • Experience with Stripe and/or similar payment/billing platforms

    About You

    • You are a self-starter with a strong, steady work ethic. You work autonomously, creatively, and kindly with your teammates while empowering and supporting those around you.

    • You’re excited to learn new things, test ideas, and adapt quickly to change. You meet challenges head-on, and you finish what you start.

    • You possess strong analytical reasoning and decision-making skills, and can work collaboratively in a fast-paced environment to solve open-ended or unfamiliar problems.

    • You practice radical candor with your colleagues to communicate clearly. You can start from common ground as a great listener and work towards creative solutions with others.

    • You advocate for others – including customers and colleagues – and you want to build a career in customer support!

  • 2 weeks ago

    As part of our Community team, a Customer Support Specialist is the face of the company, embodying our core commitment to outstanding customer service. Duties include answering all inquiries from customers (via LibAnswers tickets or phone), escalating appropriately to Tier 2 support or Product Managers, and maintaining comprehensive and up-to-date knowledge of Springshare products and policies. Support Specialists also work with the Customer Support Manager and the rest of the team to communicate all trends and issues regarding current support conditions.

    Qualifications

    • Strong communication and investigation skills.

    • A healthy dose of curiosity.

    • Ability to understand our technology/software, learn quickly, and self-manage / learn on your own.

    • Knowledge of HTML and CSS.

    • Excellent organization and multi-tasking skills (like, really, really excellent!).

    • A sense of humor is a must!

    • Ability to work with and as part of a remote, distributed team.

    • Previous Admin level experience with our products strongly preferred.

    • Fluency in Spanish, French, JavaScript or another language (in addition to English) is a nice bonus, though not required.

    Location: New York, NY or Remote

  • Follow up boss (US only)
    2 weeks ago

    Who Is Follow Up Boss?

    • We’re a simple, sales-focused CRM for real estate teams (and we use our own product)

    • We’re a self-funded, profitable company started back in April of 2011

    • We’re a remote company with a mostly US-based team

    • We don’t just claim to be customer-centric - we live it: https://www.facebook.com/followupboss/reviews

    • Check out our video on how we work: https://www.followupboss.com/about/

    Why Work Here?

    • We’re a young, ambitious company who only answers to our customers

    • Opportunity to have a big impact on our growth and your career

    • No red tape or pointless meetings

    • Competitive base salary, health/dental insurance and 20 days paid holiday

    This Role Is For You If…

    • You would describe yourself as patient, empathetic and having a good sense of humour

    • You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long

    • Superb written and verbal skills (with a professional yet fun demeanor).

    • You consider yourself tech savvy and efficient with SaaS applications

    Your qualifications:

    • Self motivated and proactive mindset.

    • Remote work experience is considered an asset.

    • Based in the USA, quiet home office with fast internet.

    • Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).

    • We’re looking for a Product Support Expert to join our team to cover support 8 - 5 PM Fri-Tue CST.

    Your responsibilities will include: 

    • Answering incoming phone calls from customers to offer support

    • Answering support tickets to help customers and free trials (we use Help Scout)

    • On-boarding and setting up new accounts and winning them over from the get-go.

    • Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.

    • Advocating customers’ requests and needs across the entire company (we use Basecamp)

    • Educating about newly released features and functionality.

    • Contributing to our Help Center (help.followupboss.com)

    30 Day Targets:

    • Learn the Follow Up Boss software & product offerings to be effective in the position

    • Complete all position specific on-boarding tasks, setup, and initial training

    • Virtually meet all Follow Up Boss employees

    60 Day Targets:

    • Actively work in the ticket queue on a daily basis

    • Answer incoming calls and complete 3 training calls

    90 Day Targets:

    • Meet or exceed KPI expectations

    • Contribute at least 3 documents to the Help Center

    KPI’s:

    • Average Calls per Day

    • Average Tickets Per Day (conversations)

    • Three Help Articles Per Month (new or update)

    If this sounds like a great fit we would love to hear from you, drop us a line below.

  • Working at the intersection of hardware, software and molecular science, we are committed to enabling digital manufacturing. Our company is built on the idea that diverse fields of study must come together to solve intractable problems. We have grand ambitions to create technology that will influence industry around the world. You will be joining a diverse team with a vibrant culture, where team success is as important as celebrating individual contributions. Help us change the world and we will help you change yours. 

     The Customer Success and Service team works to ensure that customers love and can count on us and our products. We are held accountable to ensure customers are successful and their experience with Carbon is positive. Technical Support Specialists are the front-line contact for our customers, helping them through their issues and questions and escalating as needed. Tech Support Specialists will be expected to listen carefully, document thoroughly, escalate appropriately, and respond quickly to customer needs across a broad spectrum of industries. Carbon is a dynamic work environment, and Tech Support Specialists will need to be flexible and adapt to dynamic business with ever changing needs and priorities. 

    Role will be covering Europe and candidates must speak English, German and French fluently. 

    Responsibilities:

    • Provide first level technical assistance and support for incoming questions and issues

    • Answer the Tech Support phone line when customers call for help

    • Diligently respond to emails to the support email, in addition to reaching out based on proactive service triggers

    • Walk customers through troubleshooting process

    • Research questions using available information resources

    • Properly escalate unresolved issues to the next level of Carbon support

    • Follow up with customers, provide feedback and see problems through to resolution

    • Utilize excellent customer service skills and exceed customers’ expectations

    • Ensure proper recording, documentation and closure of all incidents

    • Recommend procedure modifications or improvements

    • Notice and inform management of trends or recurring problems

    • Continually grow your knowledge of tech support desk procedures, products and services

    Requirements:

    • Excellent customer-facing/interpersonal skills

    • Advanced troubleshooting and multi-tasking skills

    • Proven working experience in providing tech support desk support

    • Proven ability to manage multiple incidents at a time while paying strict attention to detail 

    • Strong organizational skills    

    • Excellent verbal and written communications skills, including over the phone

    • Excellent listening skills

    • Ability to be flexible with a dynamic, growing company

    • Ability to quickly and effectively understand CLIP technology

    • Fluent in English, German and French

    • 7-10 years technical service role

  • 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.

  • Ping Marketing (US timezones)
    2 weeks ago

    Location: Remote (ability to maintain CST hours).

    This is an exciting work-from-home role in a fast-paced tech environment working with the latest marketing tools and interacting with clients and co-workers extensively via video conference calls.

    ABOUT US

    Ping is a full-stack ISP marketing and advertising agency specializing in online media and customer acquisition. Our ISP clients’ first marketing priority is to generate leads. With innovative and groundbreaking tactics for deploying highly targeted digital ads, and utilizing the best platforms at the best cost, we craft messages to inspire prospects to learn more about our clients’ services or become a subscriber. We also monitor landing pages and funnels, engage in deep data analytics, and provide client sales teams with the training and coaching needed to close more qualified prospects, work with CRMs to document and track their sales process, and maximize results.

    KEY DELIVERABLES

    The Customer Service Professional will be responsible for ensuring the success of Ping’s clients as it pertains to the marketing services that we provide them. This is achieved through regular communication with our clients and coaching on how to utilize the tools and leads we provide. Key deliverables will include the following:

    1. Drive client success and satisfaction.

    ● Manage a book of business and achieve 90% “high” client satisfaction scores each quarter, including by:

    Acting as the main point of contact for Ping’s clients, meeting weekly to understand their needs, answer their questions, discuss progress against key marketing metrics (i.e. CTR, CPC, CPL, CPM, CPA etc), provide training, and build relationships; Efficiently communicating messages from the different departments at Ping to Ping’s clients; Regularly following up with clients regarding upcoming deadlines; Coaching clients on how to use the various platforms that we provide for them; Effectively on-boarding new clients onto our marketing program.

    2. Achieve client success metrics.

    ● Collaborate with team members to define, implement, and meet or exceed weekly, monthly, quarterly, and annual client success KPIs.

    ● Reduce average client onboarding time from 4 weeks to 3 weeks within 12 weeks of hire and to 2 weeks within 24 weeks of hire.

    ● Identify methods of reducing client churn rate by 10% over baseline (established on a 6 month basis) within 3 months of hire, and implement those methods within 6 months of hire.

    ● Create a client exit survey within 8 weeks of hire in order to identify reasons for client churn. Identify opportunities for improvement, come up with a plan to take advantage of those opportunities, and implement the same within 6 weeks of being identified.

    ● Come up with a system to measure and track client product adoption and establish a baseline within 12 weeks of hire. Increase that baseline by 10% within 21 weeks of hire.

    ● Upsell existing clients on new products and services, generating $500 per month on average.

    ● Obtain client referrals worth an average of $3,400 MRR each quarter.

    3. Embody the company’s culture and core values.

    ● Be an active thought partner to the CEO and senior leadership team in terms of customer success and relationship management.

    ● Bring a mindset of personal/professional development, continuous learning, and excellence to the virtual working environment each day.

    ● Demonstrate the company’s core values of maintaining a great work ethic while having fun, humanizing everything we do, having a passion for technology and learning, contributing to a professional, optimistic, and friendly culture, constant collaboration, and always generating leads.

    REQUIREMENTS

    ● 3+ years’ experience in marketing, advertising, sales, media buying (or related role). Ideally 3+ years’ experience in a CSR role in a digital marketing agency.

    ● Experience within the telecommunications industry is a plus.

    ● Outgoing and customer service-oriented.

    ● Professional polish and gravitas required to excel in a client-facing role.

    ● A clean, dedicated remote workspace that presents as a professional office environment during video calls.

    ● Ability to work 50 hours a week and be available 7am to 6pm CST Mon-Fri.

    ● High speed internet connection for video conferencing.

    ● Sufficient computing power to handle the software used as part of the job. (This job requires a desktop computer with at least two monitors and an HD (1080p+) webcam.

    ● An outside-the-box approach to problem solving.

    ● Positive attitude and solid work ethic.

    ● Demonstrable ability to work and communicate well with others and be respectful.

    ● A passion for learning and technology.

    NICE TO HAVES

    ● Associate’s or Bachelor’s Degree in Advertising, Marketing, Business (or related area).

    ● Experience with digital ads and re-targeting.

    ● Previous experience utilizing multiple CRMs.

    ● Previous experience training other people on the use of software tools.

    ● Ability to perform multiple tasks simultaneously.

  • We’re a startup based out of Waterloo, Canada building a smart, curious, and driven team that’s passionate about making software that helps sales reps sell better.

    Prospect is a lead generation platform that intelligently sources contact data right inside of your web browser in real-time. The best sales teams from the top tech companies in the world use Prospect to crush their sales targets.

    ABOUT THE ROLE

    We’re looking to bring on our first dedicated Customer Success Manager. You will be working very closely with our CEO and customer support to increase our customer happiness.

    There is a lot that comes with the role and someone who is really good at juggling multiple things, building genuine relationships, and is a quick learner will thrive.

    If you’re looking for challenges to grow or you have entrepreneurial dreams, this is an excellent role for you to get exposure to working with decision makers in the C-suite, VPs, and Directors.

    Here is what a typical month will look like for you:

    • Meet with sales managers to renew their existing contracts

    • Figure out creative ways to expand usage into a customer’s organization

    • Monitor at-risk accounts and proactively work with them to prevent churn

    • Put in-place systems to reactivate inactive customers

    • Do regular check-ins with our top customers

    • Make personalized success plans and strategies every quarter for each customer

    • Work with Engineering to roll out a new feature and gather feedback

    • Onboard users in new and existing accounts

    • Jump in and help out with support tickets in your down time or for urgent matters

    • We want you to regularly take on new challenges so you can grow and take ownership in as many parts of the business as possible.

    REQUIREMENTS

    ABOUT YOU

    • This role comes with a lot of autonomy. You will perform best in this role if you have a year or more of doing something similar. Prior experience at a SaaS company really helps as well.

    • You’ll need to be someone who is on top of things weeks and months in advance to excel at this role. You must also be natural at hitting it off with people, so we can build lasting relationships that extend beyond quarterly and annual reviews.

    • You will constantly be in new situations that none of us have seen before. You will succeed by quickly adapting and by being a self-learner. You must have past experience that shows you are a quick learner and can solve challenges creatively.

    • We heavily use Salesforce, Mixpanel and SQL. Any experience with these technologies or similar technologies is great.

    BENEFITS

    ABOUT US

    • We started in 2014 with three founders. We are currently a hybrid-remote team of 12 people that is spread over 6 different cities worldwide.

    • We’re fully independent and bootstrapped with $0 raised from VCs or investors. We did this so we can focus on the two things that matter the most: our customers and our team.

    • We don’t work weekends or crazy hours and don’t expect you to do so either. We work calmly and focus on quality instead of being in an endless pursuit of higher growth numbers.

    • We are not doing this to become a “unicorn” nor do we focus ourselves on an “exit strategy”. We want to build an excellent product that we are proud of while providing the best customer experience.

    COMPENSATION, BENEFITS, AND PERKS

    • The salary range for this role is $70,000 - $90,000 Canadian dollars. The exact salary takes into consideration your ability, past experience, and location.

    • You can choose to work from our Kitchener-Waterloo office, entirely remote (any country), or a blend of both. You are encouraged to work where you perform best.

    • We believe that you should have good equipment to do your work and we give a laptop of your choice once you’re up and running.

    • We give ample time off. Everyone gets 4 weeks paid-time-off. Additionally, we work four-day workweeks every July and August. We also offer a generous vacation allowance.

    • If you are authorized to work in Canada, we will also give you health benefits under our company HSA. If you decide to work from the office, you will also get daily catered lunches.

    WHAT’S NEXT

    • If this sounds like something you would like to be a part of, we would love to hear from you!

    • We usually get hundreds of job applicants and we read through every single one of them. However we highly recommend applying with a good cover letter if you would like to stand out.

    • Within two weeks of applying, you will hear from us if you’ve made it to the next stage which will be a quick culture screening. You will then have an hour long call with the team. After that, you will proceed to the final stage of interviews which will be specific to the role and then to the offer.

  • 👋 About us

    We are a 35+ person team building tools that help thousands of businesses streamline their social media management.

    Recently listed as one of the "Best Software Companies in EMEA" and classified as a Leader in our category on G2, at Sendible, it’s our mission to help agencies work closely with their clients to breathe life into their brands using the power of social media.

    💡 The opportunity

    We are looking for a UK-based Support Representative to join our team in providing the best customer support in our category.

    We are a remote company, but to be properly trained for this role, you’ll need to be able to spend at least 3 months working full-time from our London-based HQ. 

    We are committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career.

    ✅ Things you’ll be doing... 

    • You’ll be responsible for providing delightful customer service and support via Zendesk and Live Chat for Sendible’s web and mobile apps.

    • You’ll help grow Sendible’s brand and reputation by ensuring that every customer interaction is a positive and memorable one.

    • You’ll help us answer questions, make some customer calls, create and edit help documentation, run screen-sharing sessions, and participate in our training webinars.

    • You’ll also have ample opportunities to introduce your own initiatives related to better supporting our customers and turning them into advocates. 

    • Deep technical knowledge of software development is not a prerequisite, however you should be well-versed in basic troubleshooting techniques to solve issues caused by most Internet Gremlins, especially those related to changes in social media platforms and third party APIs. The ability to think beyond clearing browser cache and cookies in order to troubleshoot the specific issue that’s reported is essential.

    • During training, you’ll be expected to be proactive in your process and learn quickly. Once fully up-to-speed (3 months), you’ll respond to 15 - 20 support tickets and chats per day.

    • Our customers expect the best level of troubleshooting and this is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load — you’ll get all the support and guidance you need along the way!

    🤝 About you...

    • We’re looking for people who love helping others, with the ability to make complicated situations painless and simple.  This means being a great problem-solver, knowing how to process and resolve issues quickly.

    • You should be a stellar communicator, even when you have to communicate less-than-stellar news. You should have highly tuned senses of compassion and empathy and a drive to constantly want to help customers and colleagues.

    • We have a low staff turnover rate — a large portion of the team has been at Sendible for 5+ years. But, your voice matters to us. We like hearing fresh perspectives and appreciate new viewpoints, so you should feel comfortable speaking up and not be afraid to drive change and challenge the status quo. If something sucks and can be done better, we want to hear!

    • You love supporting people. You understand that this isn’t a springboard into another area at Sendible. You want to be part of our support team for a while, and you’re excited to contribute to making Sendible the best social media management product for our customers. 

    • A big part of the role itself is supporting each other, so you should understand the value in prioritising relationships with your colleagues.

    • We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company.

    💻 Why work with us? 

    • Work from our London-based HQ initially with the ability to work remotely once you're fully trained.

    • 25 days paid holiday per year, plus one bonus day for your birthday

    • Profit sharing bonuses (if the company does well and you played a big part, you'll be rewarded)

    • Medical insurance after 1 year

    • Paid sabbatical after 5 years

    • We love learning! Take part in our book club and receive free books quarterly or use your £1000 learning allowance to develop your skills

    • Gain incredible experience building a truly successful, global SaaS company with a dedicated, small team where you can have a huge impact! 

    📨 How to get our attention when you apply

    • Introduce yourself to us as a colleague. Show us what your future could look like here! We value authenticity, so be yourself, be creative, and take your time with the application. 

    • There are no bonus points for being the first to submit!  Impersonal, cloned cover letters won’t do. 

    • Tell us why you want this particular job.  Tell us about:

    • Why you want to work in customer support.

    • Why you want to work at Sendible and not somewhere else.

    • A description of a great customer service/support experience you had recently, and what made it great.

    • A time you taught yourself a new skill to complete a job or project.

    • Then, pick 3 of the questions below and answer them like you would if you worked here:

    Does Sendible support publishing to Pinterest?

    What are examples of the types of content that can be posted directly to Instagram? What requires a push notification reminder?

    What's the difference between queues and regular scheduling within Sendible?

    What is Sendible's top feature request right now and why is it important to our users?

    What is Sendible's mission?

    So, if you want to join Shanaaz, Claire, Pete, Costa, Alexis, Sarunas, Heather, Anneliese and Coral in making our customers happy, please submit your application!

  • 3 weeks ago

    At Flickr, we take customer support seriously. This is an exciting opportunity to get in on the ground floor as Flickr starts its new journey as part of SmugMug. We’re looking for people that are located in either Austria, Netherlands or the UK who not only live and breathe good customer service, but also are passionate about building the foundational processes and policies that keep our members’ needs front and center. Our aim is to deliver an awesome experience in every customer interaction and "Always do right. This will gratify some people and astonish the rest." –Mark Twain

    We are knowledgeable, friendly, and compassionate humans who work from around the world to support Flickr photographers. Our support team (called Heroes) works closely and collaboratively with the QA, product, engineering, design, and marketing teams to ensure that issues affecting our customers are shared with those who can take action on them, and we advocate tirelessly for an improved user experience on Flickr. This is a remote role, and you will use tools like Kustomer, JIRA, Guru, Google Hangouts, and Slack in your day to day.

    You Will:

    • Maintain a positive, empathetic, and professional attitude toward customers at all times

    • Communicate with customers through email and social media

    • Respond promptly to customer inquiries and manage a large volume of conversations

    • Acknowledge and resolve customer complaints

    • Ensure customer satisfaction and provide professional customer support

    • Report bugs to the QA team

    • Identify trends and pain points and collaborate with team members on solutions

    You Have:

    • Fluent in spoken and written English 

    • A strong sense of empathy; you can meet people where they are

    • Excellent written and communication skills

    • Computer and tech savviness (Apple products helpful)

    • Previous online customer-service experience

    • A positive and service-oriented attitude

    • A focus on quality and attention to detail

    • Problem-solving capabilities

    • Organizational skills with the ability to manage numerous priorities at once

    • An ability to thrive in a fast-paced and sometimes high-pressure environment

    • Willingness to work independently and as part of a team

    Nice to Have:

    • Proficient in Spanish, German, Portuguese, French or Italian

    • Passion for photography

    • Flickr knowledge

    *Remote work applies to select Countries: Austria, Netherlands and UK

  • Swoogo (PST and/or APAC hours)
    3 weeks ago

    YOU: 

    The ideal candidate who has a few years of event industry experience and has successfully handled high volume technical support in previous roles. You’re looking for personal and professional growth with an organically growing event technology startup with a unique and deep history in the events world. You are proactive, love figuring out the details of customer issues like a nerdy Sherlock Holmes, are detail oriented and able to manage multiple tickets and requests at once. You are a team-player with an individualistic streak, and are the Bob Ross of Technical Support (no mistakes, just happy accidents!), and can work PST and/or APAC hours. 

    US: 

    A highly focused, fully-remote event marketing software startup. Our clients expect us to be an events industry thought leader, always on the edge of new ideas with an unconventional viewpoint (see what we did there?), and that’s what we expect from you. We’re Swoogo, pioneers of the event marketing frontier, and we’re looking for a master Customer Success Manager who is familiar with the Events Industry and Event Tech and can turn dreams into reality (or at least occasionally frustrated customers into super happy people).

    What you bring to the table:

    • 1-3 years Events Industry and Event Registration Technology experience (you should seriously understand the life of an event planner and the life cycle of an event!)

    • 1-3 software support experience

    • Knowledge of CRMs such as Hubspot and Salesforce

    • Basic HTML and CSS 

    • Proactive, positive attitude

    • Serious Multitasker

    • Able to learn and communicate new tech quickly

    • A love of evangelizing software and technology and a passion for helping customers

    What we bring to the table:

    • Training

    • Competitive Pay

    • 14 days PTO plus company holidays

    • Health Insurance

    • Remote office

    • Super-positive team culture with a smart and passionate team

    • Bi-annual all hands off site. We did Lisbon last year, Newport, RI this year. Ideas for the next one?

    • That warm glow you get when you successfully explain a complex issue to a customer and that little light-bulb goes on over their heads

  • Hi there! Thank you for your interest in our Customer Success Expert open position! We’d love to tell you about us and the CS Expert role, and find out together if you’d be a good fit for our team!

    Who we are

    Mozio is a start-up company, founded and headquartered in San Francisco, California. We are a team of ~70 talented professionals distributed around the globe.

    Our product is a search and booking engine for Ground Transportation.

    Our mission, you may ask? To facilitate sustainable travel, either to new places, or within cities, by making urban transportation more efficient. We want to help companies, travelers, urban dwellers navigate cities using the cheapest and most eco-friendly options.

    Job function

    A CS Expert’s main task is to build lasting relationships between Mozio and its customers and make sure their expectations are met and exceeded.

    Their duties and responsibilities include managing incoming calls, emails and chat messages from Customers, service Providers and Partners.

    The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

    What are our values?

    1) We communicate constantly with each other 

    2) We take ownership over all our assignments 

    3) We trust and rely on each other 

    4) We are creative and proactive 

    5) We learn from each mistake and capitalize our lessons learned

    Who are we looking for to staff this open position?

    We only hire top-performing individuals who care about being challenged and successful. 

    We trust they will be motivated by the inner drive to produce the best results, and will be proud of work well done.

    Here are some more characteristics of a successful CS Expert:

    • They are genuinely excited to help customers 

    • They provide accurate, valid and complete information by using the right methods/tools. They possess a high level of attention to detail 

    • They’re patient, empathetic, and passionately communicative 

    • They are natural problem-solvers. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints 

    • They put themselves in their customers’ shoes and advocate for them when necessary 

    • They are customer-focused and experts in adapting and responding to different types of characters. They are people-oriented 

    • They are skilled in multitasking, prioritizing, and managing time effectively 

    • They produce high-quality work 

    • Goals are not their destination but their starting point 

    • Their experience not only helps them succeed but also enrich the Company

    What's in it for me?

    First and most importantly, being part of an organization focused on bringing out the best in our team, and helping them grow and develop together with the Company. As a growing start-up company, we have plenty of career opportunities to offer!

    But also, as this is a remote, home-based, full-time position you’ll get to work from home or wherever in the world you want to. You can even travel the world while working with us! A salary in USD + unlimited vacations and equity are part of the compensation package. 

    The job is 5 days a week (during weekdays and/or weekends), 8hr per day+. You would be employed as a contractor.

    Technical Requirements for this role:

    Given that this position is fully remote, we need to make sure that your tech equipment will help you achieve your goals:

    • Laptop updated enough to support current web applications (ZenDesk, Google Suite, Slack, etc) 

    • Smartphone updated enough to support current mobile versions of the most used applications (Google Suite, Slack, etc) 

    • High speed wifi connection 

    • Backup computer 

    • Backup internet connection. In case your connection is down, you need to find an alternative place or connection to continue with your work

    If this description resonates with you, we’d love to receive your application and learn more about you!

  • 3 weeks ago

    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. 

  • Smartbnb is seeking to automate the management of the short-term rental industry.

    Our core product is currently helping short-term rentals businesses manage over 60,000 properties. We are a growing team of 12 people with plans to expand a lot in 2019 and 2020.

    Smartbnb is bootstrapped and profitable. We are interested in building a great, sound business for years to come.

    Our company is fully distributed and remote:

    • We believe and fully embrace 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, Paris, Prague, and Tenerife!

    Customer success with us

    • Our customers trust us for the critical infrastructure of their short-term rental business. This comes with a special responsibility to our customers.

    • We aim to offer them a white glove customer service experience, to help them reach their goals of financial and personal freedom.

    • We are already rated 9.6 /10 on Trustpilot and we very much intend to defend that score (it actually improved thanks to the customer service team's performance).

    • At the same time, your role within the company is also to advocate for customers, in direct relation with our product team (product manager, developers, designer).

    • You need to be able to qualify and identify bugs or usability problems and report them. This is important so that the development and design team can keep on improving the product.

    • Lastly, we are not looking for people that like to watch the action from afar.

    • We will absolutely welcome any input you may have and take ownership of side-projects that will help consolidate our business. This can be related to customer education, sales, marketing, business development and partnerships, or anything we have not thought about yet! The foundation is a deep understanding of our market, our product, and our customers.

    What you will do

    Day to day, you will:

    • talk to customers via live chat, email, video calls and social media, to address their challenges and issues, verify subscription status and payments, and upsell products and services.

    • educate users and customers about our product and pricing with a focus on empathy and building up a relationship.

    • investigate, qualify, troubleshoot the customers' technical and usability issues, and work in collaboration with our Engineering and Design team.

    • host 1:1 video product demos and support calls with users and customers, so as to educate them about the product by focusing on their business needs.

    • demonstrate strong problem-solving and research skills, with attention to detail, to address user issues.

    • demonstrate a superior level of technical understanding, as you will grow familiar with the actual engineering of the product and technologies and tools being used (such keywords include "machine learning", "gitlab", "queues", "MySQL").

    • establish the company as a positive force for our users' businesses and ecosystem.

    What you will need to succeed:

    • Does it feel like we are on to something? Here are some common traits that successful team members are demonstrating every day and that we are also looking into candidates.

    • A deeply human individual that is easy to relate to both the team and our customers . Someone that is okay with sharing vulnerabilities with a willingness to learn and overcome them.

    • At the same time, there will be no babysitting. As a remote and distributed company, we will trust you to determine your own schedule, find the best way to deliver your best work, and reach out to your team every time you need help and support.

    • You also will need to be a strong communicator. You won't be siloed, but you should be clear, rigorous and precise in your communication, and be confident to challenge ambiguity and ideas, wherever they come from.

    • This position is for people that are excited about technology, being part of an artificial intelligence startup and seek automate things to help humans be better!

    • You have a good memory! This position will require extensive product knowledge.

    • You are available soon! (immediately, or within a month).

    • You are a fluent or native English speaker. Other languages are very nice too!

    • You are based to serve American timezones during your own daytime hours.

    Brownie points: 🍰

    Let us know how many 🍰 you deserve:

    • You have experience working on a Saas product (that is for Software as a Service).

    • Strong emoji game: you’ve used 👌🙌🙇‍♂️🙇‍♀️ in some replies to customers!

    • You have experience with providing 1:1 demos over video calls with tools like Zoom, or delivered phone support on platforms like Aircall.

    What we offer:

    • Competitive salary, including the possibility of stock options.

    • Ample paid leave, in addition to maternity and paternity leave.

    • A great support structure: we are here for you.

    • You will work independently where you are most productive and happiest.

    • All the resources and tools that you need to succeed

    • Join a fast-growing startup and be part of the force that shapes the company in the years to come!

    We are solving global short-term rental automation. Are you in?

  • 4 weeks ago

    We are seeking a CSM to implement our solutions and manage ongoing customer engagement with health systems around the world. This role combines customer service, analytical and technical skills to deliver continued value to our customers. The role requires individuals who can identify customer needs and see around corners to anticipate what their customers will need next. In addition, the CSM will interact with all aspects of the company including sales, product management, data science, engineering and marketing.

    Responsibilities:

    • Consult with hospital clients to identify their most pressing operational needs and tailor Hospital IQ solutions to drive both immediate and long-term value

    • Plan and execute the deployment of the Hospital IQ solution through data collection, system setup, training, and rollout to maximize use of the solution

    • Understand, analyze and refine hospital policies and procedures to support the deployment of specific Hospital IQ features

    • Ensure timely delivery of software solutions by collaborating with internal and external teams to meet customer project milestones

    • Maintain a strong relationship with customers after an initial deployment through onsite visits, recurring business reviews and other general Q&A to further support their use of the solution

    • Engage in executive level discussions to communicate progress on key operational objectives

    • Identify new product needs as they arise and collaborate with product management and engineering to drive deployment of enhancements

    • Assist sales team with pre-sales activity, such as software demonstrations, as necessary

    Minimum Qualifications:

    • 4+ years in a consulting role

    • Strong analytical background with experience in Excel and PowerPoint

    • Experience presenting to executive level audience

    • Excellent organizational, time management and communication skills

    • Ability to self-manage and self-motivate within a remote work environment

    Preferred Qualifications:

    • Programming experience with languages such as Python and SQL

    • Industry expertise in healthcare / hospitals

    • Experience deploying complex IT solutions or managing the implementation of large projects

    Work Environment:

    • Office environment and remote options available

    • This role requires moderate travel (20%)

  • Precision Nutrition (US or Canada)
    1 month ago

    PN is looking for a Client Care manager who’s passionate about health, fitness and helping people live their best life.

    Precision Nutrition is growing, and we need an organized, multi-talented leader who can help us refine the client care practices of a fast-growing organization. As one of the largest nutrition coaching companies in the world, PN is bigger than it’s ever been — and it’s about to get bigger.

    To help us scale, we need an agile, intuitive manager to build a customer support team and refine its strategy so we can help millions more people live healthier, happier lives.

    We’re embarking on a new adventure, and we need an experienced manager to scale our customer support.

    We’ve got an exciting journey ahead of us…

    Over the next 10 years, Precision Nutrition will be expanding its world-class education and coaching services into a wide range of new fields, including yoga, group exercise, sports coaching, athletics, manual therapy and more.

    To help us reach our goals and keep us moving forward, we need a Director of Customer Experience who knows how to boost both satisfaction and sales through the art of customer care.

    Who we’re looking for

    An adaptable manager fluent in every aspect of customer success.

    You’re adaptable.

    Things change, and you’re deft at pivoting quickly. You aren’t too cautious, and you don’t overthink, yet you’re able to quickly integrate perspectives and move forward. As our strategy evolves, you can unpack what that means for the team, prioritize new tasks, and determine where client care can have the biggest impact on Precision Nutrition as a whole.

    You're an independent, confident decision-maker.

    You make things happen. When you're getting competing feedback, you know how to make an executive decision and keep moving. You trust in your own knowledge of best customer care practices, and if something doesn't feel right, you’re ready to jump in and make a change.

    You’re an exceptional communicator who can grow a team.

    You know how to inspire and be heard. You know the importance of communication, and can clearly articulate the rationale for your decisions. You’re good at identifying and leveraging your team members’ strengths, and where they have blindspots—you find ways to fill those gaps.

    You know the tools of the trade.

    You’re a savvy Service Cloud expert, and you know how to make use of its metrics so we’re using our customer data to its fullest potential. You know the channels through which we interact with clients—Facebook, Instagram, Twitter, direct email systems, and perhaps even phone—and you’re proficient in using them for customer service and success.

    You can zoom in and zoom out.

    You’re leading the client care team, which means you’ll be taking in lots of input from all sides—whether it be the front lines of customer service or what’s happening in the rest of the company at large. You’ll need to be able to help solve the small problems while also taking into account Precision Nutrition’s wider goals.

    You’re a mind reader.

    Well, not really—but you’re intuitive as heck, and you know how to read between the lines. You understand people, giving you the uncanny ability to anticipate a customer’s needs, understand the difference between what they say and what they mean, and know how to respond empathetically.

    You’re a prioritizing machine.

    When confronted with multiple competing perspectives, you’re able to hone in on what has the most value to the company at any given moment—and push back on the stuff that isn’t.

    You're flexible and resilient.

    PN is a fast-evolving company, and you have to thrive in an environment where you're always learning, testing new approaches, and seeking out other perspectives.

    What you’ll be doing

    Expanding and guiding a killer team that helps our customers succeed...

    You’ll pave the way for our rapidly expanding client care team to be more agile, proactive, and effective.

    Your mission is simple: build and scale the team into a well-oiled machine that can both solve our customer’s problems and sell them on our products. That means:

    • Building a flexible team. You’ll be handling everything from designing a flexible structure and onboarding new hires to training them and managing supplemental contractors. You decide what the team looks like, how they’re allocated to our different products, and how our customer service and success practices are developed.

    • Honing your team’s skills. You’ll develop ongoing training programs as we bring new people in, and define operational metrics for the team. You’ll build a system for tracking those metrics, review them regularly, and share them at the company level. You’ll always be looking for ways to improve our approach.

    • Learning our clients’ needs. You’ll identify insights from our clients’ issues, and ensure those are translated to the development, product, and marketing teams. You’ll learn the journey prospective customers go through as they come to us, and will have the opportunity to make actual sales through the customer service channels. You’ll learn about all of our audiences, and develop responses to the problems they have so we ensure they all leave telling their friends about the amazing experience they just had with Precision Nutrition.

    • Developing our strategy. You’ll identify the customer service industry’s best practices, decide which ones make sense at Precision Nutrition (or how we need to alter them for the way we work), and implement them for the team.

    • Working with the budgets. You’re responsible for P&L as it relates to the client care team, so you’ll be building budgets, managing forecasts, and proposing business cases for the different tools and organizational approaches that make sense for the team and PN.

    A few important caveats

    This is a dream job, if you’re the right person for it.

    Must-Have #1: You must be experienced.

    You have 10+ years of proven experience successfully leading operational customer service and success teams, both in B2B and B2C environments. You have a clear track record of developing service level agreements, developing key performance indicators, ensuring compliance, managing reputation, and communicating the company’s vision to your remote team. You have experience implementing systems that increase efficiencies and improve our overall customer experience.

    Must-Have #2: You know every aspect of the field.

    You aren’t just well-versed in customer service, but you also have a background in sales and customer success—and ideally even SaaS. You know how to establish best practices in all these areas so we’re serving our customers’ needs as efficiently as possible. 

    Must-Have #3: You’re tech-savvy and analytical.

    You know how to prioritize inputs coming in and make recommendations. You have a keen understanding of financial metrics, budgeting, forecasting, revenue generation, data management analysis, and the ability to turn those into actionable plans. We rely heavily on digital support, so you’ll need a certain level of technical acumen to lead this team.

  • 1 month ago

    About Us

    Honeylove (honeylove.co) is a Y Combinator and venture capital-backed San Francisco fashion startup that designs and manufactures functional and stylish undergarments for women. In less than a year since the launch of our store in July 2018, the business is already generating over $1MM in sales per month. We are profitable and were chosen by Techcrunch as one of the top 10 companies from our Demo Day.

    The inspiration for Honeylove came from our founder’s background as a musician and live singer. Betsie Larkin has released tracks and toured with some of the top EDM artists, including Armin van Buuren, Ferry Corsten, Paul van Dyk, ATB, and others. She took a personal need for stage-worthy shapewear, and turned it into a solution that’s now serving women everywhere.

    About This Role

    We are experiencing tremendous growth and are in need of someone to lead our team of customer support agents. We get a lot of inbound questions pertaining to how our product works, as well as an ever-growing list of customers who need different sizes and assistance in tracking their orders. This may sound easy, but when it is done well it brings a level of ease to the customer and builds their trust for our brand.

    About You

    We are looking for someone who has led a team of customer support agents before, and ideally has helped build out a customer support department with everything that comes with it - recruiting a team, implementing process and software solutions, writing templates and macros, integrating all of this into our CRM, etc. We're also open to working with someone who can demonstrate a fast learning curve, and, if they don't have this specific work experience, will be able to get up to speed quickly.

    Desired Skills and Experience

    • 5 years of customer service experience

    • Experience in managing a team of customer support agents

    • Familiarity with best practices in workflows and software integrations

    • Customer orientation and ability to adapt/respond to different types of characters

    • Excellent communication and presentation skills

    • Ability to multi-task, prioritize and manage time effectively

    • College degree preferred, but exceptions will be made for the right candidates

    Honeylove is dedicated to creating better shapewear solutions for women that increase confidence and the ease of getting dressed and feeling great in your clothing. We are an inclusive brand and serve customers up to a size 3X. We believe beauty comes in all shapes and sizes, and pride ourselves on being a leader in the body positive movement.

    Culturally, we are open-minded, encouraging and are dedicated to opening doors towards greater learnings and upward mobility for our team members. Our offices are in downtown San Francisco. We are an equal opportunity employer and believe we are stronger when we are diverse.

  • 1 month ago

    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
  • 1 month ago

    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.

  • The Opportunity 

    Shorthand is a growing company that provides a digital publishing platform to many of the world’s best known publishers, brands, not-for-profits, and universities. With customers on every continent (except Antarctica!), there’s never been a more exciting time to join Shorthand. Our company has the rare distinction in this era of money-burning startups of being both investor-backed and comfortably profitable.

    We aim to enchant our customers, and as the first point of contact for prospective customers, the Customer Onboarding Specialist role is crucial to achieving that aim.

    The Role 

    We tend to do things a little differently at Shorthand. For one thing, we’re a small team distributed around the world. You’ll be working from home, or from our London co-working location in South Bank, amongst some of the city’s finest bars and eateries.

    In this role, you will report to the Head of Growth, and work closely with your team members in sales, support and customer success.

    We are looking for someone who: 

    • Has previously held a customer onboarding role or a similar role, such as Account Executive, Customer Success Manager, or Customer Support Manager. 

    • Has impeccable communication skills, particularly with respect to writing. 

    • Projects an upbeat, friendly manner in person and online. 

    • Gains deep satisfaction from helping others to be successful. 

    • Can learn fast. 

    • Has significant experience in communicating with customers. 

    • Is skilled in listening to customer problems and finding solutions to those problems. 

    • Has had prior experience with billing systems, and/or creating and sending quotes and invoices. 

    • Is able to triage a competing set of priorities to obtain an optimal outcome.

    Core Responsibilities: 

    • Proactively engage prospective customers who are trialling our software-as-a-service products by helping them derive value from those products as quickly as possible. 

    • Respond to enquiries from prospective customers via email and other channels. 

    • Become expert in the use of Shorthand and demonstrate the product to customers. 

    • Configure customers’ Shorthand settings, as appropriate for their subscription level. 

    • Create subscriptions for customers in our billing and subscription system, and/or guide customers through the online billing process. 

    • Report bugs in the product as they are found. 

    • Pitch new product features based on a deep understanding of customer requirements. 

    • Work closely with colleagues in the sales, support and success functions. 

    • Provide feedback to the Head of Growth on any friction points in the onboarding process. 

    • Occasionally attend relevant events.

    Qualifications: 

    • A minimum 3 years of experience in a role involving frequent communication with customers or partners. 

    • Experience of working in a small business or startup environment. 

    • Experience collaborating with diverse, geographically-dispersed teams preferred. 

    • Exceptional communication skills. 

    • General experience in configuring and using software tools. 

    • University degree in a relevant field preferred. 

    • Passion for writing, visual communication and storytelling is a must.

    Personality Attributes: 

    • You are a proactive self-starter, who does not need to be told what to do and will be resourceful in order to find solutions to any challenge. You are not afraid to get your hands dirty. But you’re also collaborative and consultative when necessary. 

    • You have empathy in spades and an insatiable desire to deeply understand who our prospective customers are, so that you can help them derive value from our products as quickly as possible. 

    • You thrive in a fast-paced and demanding environment, possess a high level of intellectual curiosity, and demonstrate strong judgment in the face of ambiguity. 

    • You are an agile, goal-oriented personality, driven to succeed and always up for a challenge! 

    • You are friendly and outgoing, thriving on human connection with our customers. 

    • You are happy when our customers are happy.

  • 1 month ago

    This is a full-time remote position.

    Are you solution driven, highly organized, ambitious and passionate about account management and social media? Do you have experience in running projects, a proactive attitude and thrive in a fast-moving environment? Then you may be our new Customer Success Manager! We are looking for a new member to join our Customer Success Team to manage a portfolio of our existing clients (some of the greatest brands out there!) and to help with the onboarding of new clients. This position is a great opportunity to grow your career in a new field!

    BrandBastion transforms the way brands deal with social engagement. Our proprietary technology automates the management of millions of social interactions every day, while maintaining the personal quality of one-on-one conversations. Our technology combining artificial intelligence, machine learning and human expertise runs in the background creating an open and free environment for discussions, offering blazing fast customer responses, escalations, protection from threats and real audience insights 24/7. We help brands to rise above the challenges of complex digital interactions, accurately, at scale and in real-time.

    In this role you will:

    • Take excellent care of our clients by providing dedicated support, data insights and customized reports

    • Collaborate with the sales team to help with client onboarding and upselling

    • Quickly help clients in resolving cases of social media crisis or resolving other types of issues they experience on social media

    • Independently manage and build processes and projects, improving our service offering and helping us scale things up in a rapid fashion

    • Manage a team of account coordinators and taking responsibility of training, on-boarding and the continuous personal growth of your individual team members

  • 1 month ago

    Fully Remote Position

    BriteCore is seeking to hire a Customer Success Manager, to provide excellent customer service to our clients. This position will ensure every department in the company is providing excellent service to our clients.

    Key Responsibilities

    • Attend High Profile Customer Meetings and lead conversation around aligning goals and meeting objectives

    • Serve as point of contact for Customer escalations

    • Work with other departments to follow up on customer needs

    • Create customer need documents based on interactions

    • Travel onsite with customers regularly, sometimes on short notice (50-80% travel)

    • Ability to balance customer needs with customer budget

    • Own the NPS process and ensure improvements across the company

    • Understand customers business objectives and create action plans to address

    Required Skills

    • Bachelor's degree

    • Excellent written and interpersonal communication skills

    • Friendly, empathetic and patient with others

    • Superior analytical, organizational and research abilities

    • High level of initiative and ability to work in a team environment

    • Ability to work after normal business hours

    • Ability to manage multiple tasks in a day

    Benefits

    • Retirement plan with company match

    • Comprehensive health insurance coverage including medical, dental, and vision

    • Flexible schedule

    • Relaxed work environment

    • Remote work

  • 1 month ago

    We’re looking for a proven customer success pro to drive our customer success strategy and lead our growing team.

    In this role, you’ll help build, optimize, and scale our customer success program. You’ll develop a deep understanding of Articulate customers’ needs and how to tie those needs to the value of Articulate 360. And you’ll lead an experienced, driven team of customer success pros to help expand our footprint within existing accounts and secure renewals.

    Core Responsibilities:

    • Lead the growth of our effective, high-performing customer success team to fulfill the mission of the team

    • Coach, mentor, and develop each team member to reach their full potential

    • Drive, refine, and optimize our customer success strategy

    • Develop a deep understanding of customer needs and be able to tie them to specific product features, benefits, and value propositions—and ensure your team knows how to communicate them effectively

    • Identify seat expansion and multiyear contract opportunities, develop effective outreach strategies, and ensure that the Customer Success Team converts those opportunities

    • Help define and drive the creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments

    • Drive and optimize programs to grow and expand our VIP customer accounts in conjunction with other teams

    • Work with our reseller partners to reduce their churn and optimize their customer success programs using data analysis to determine the best recommendations

    • Own and analyze reporting on all Customer Success Team metrics, to include churn metric analysis, customer success task effectiveness, and measurement of VIP program

    • Make data-driven recommendations to optimize Customer Success Team operations and processes continuously

    • Meet key performance indicators around churn, customer satisfaction, seat addition, and renewal activities

    • Work cross-functionally to implement and modify programs and processes that increase customer happiness

    Qualifications:

    • Successful track record of helping to build and optimize scalable customer success programs in a SaaS tech environment

    • 5+ years of customer relationship management

    • 2+ years managing customer-facing team

    • Proven ability to coach, mentor, and develop individual contributors

    • Proven experience developing customer success programs that are differentiated based on the size of the customer account

    • Previous revenue responsibility and proven data analysis skills

    • Leadership and management experience that helps you build effective, high-performing, and happy teams

    • Excellent customer service skills and a knack for developing strong customer relationships

    • Ability to build relationships and buy-in for your projects effectively across the organization

    • Naturally curious, with excellent critical-thinking skills

    • Resilient, adaptable, and thrives in a fast-paced environment

    • Excellent verbal and written communication and presentation skills

    • Can work independently, while also functioning and contributing as part of a team

    • Ability to learn new technology

    • Working knowledge of Salesforce required, experience with Articulate 360 a plus

    • Positive, empathetic, driven, collaborative, flexible, and confident

  • 1 month ago

    About VividCortex

    VividCortex is a groundbreaking database monitoring platform that gives developers and DBAs deep visibility into the database. Our solution is delivered as software-as-a-service and helps our customers see and analyze the work their databases are doing in unprecedented detail. It addresses critical issues in measuring and managing today's large, distributed, diverse storage tiers composed of multiple different clustered products, all working together.

    We have a fast-growing customer base of well-known companies, and a tremendous reputation in our market for delivering a high-quality, innovative solution for database performance problems that are common in thousands of enterprises. VividCortex is based in the Washington DC area, with offices in Arlington and Charlottesville, VA and remote team members in the US and abroad.

    At VividCortex, we believe diversity is strength. We encourage applicants from all walks of life and all backgrounds.

    About the Role

    VividCortex is looking for a Customer Success Engineer to help customers and prospects find immediate and sustained value in their use of VividCortex. You'll use your technical expertise to drive adoption of our product, increase customers' utilization, grow our renewal business, and help us expand our services. You'll serve as a “white glove concierge” resource for customers, providing actionable insights and recommendations.

    The position offers excellent benefits, a competitive base salary, and the opportunity for equity.  

    Responsibilities

    • Be the subject matter expert internally and externally for at least one database platform. Have in-depth knowledge of performance management and scalability to better support our product and customers.

    • Become and remain familiar with our customer base, their systems and applications, and their usage of VividCortex.

    • Broaden adoption of usage of our product among our customers' DBAs, Dev Team and Managers, using a data-driven approach you help design.

    • Routinely analyze customer’s usage of VividCortex and the health and status of their deployments. You'll present this info to our customers and prospects who are in a product trial.

    • Participate in the sales process as a product evangelist. You will serve as a technical expert on the product to illustrate how VividCortex solves customer pain points.

    • Develop methods of predicting account growth, success, and churn, and take action on accounts that might be at risk.

    • Collaborate with marketing, sales, and engineering to ensure that product and positioning needs, as well as other sales opportunities, are fed back to each team.

    • Attend industry and partner conferences, and speak/demo VividCortex to current and future customers. Activities may include speaking at conferences, conducting webinars, blogging and other customer-facing outlets. 

    • Work together with the engineering team and the front-end  and back-end engineering managers to implement, deliver, and drive adoption of product features.

    Preferred Qualifications

    • Experience as a database administrator, devops engineer, or operations.

    • Expertise in open source database management, with a particular preference for mastery of MongoDB, MySQL or PostgreSQL. Experience with Percona Server is a plus.

    • Fluent knowledge of Linux operating systems and cloud environments such as AWS.

    • Proficient in other application performance monitoring products, having used them on the job, so you can apply that to your work here. Experience with New Relic is plus.

    • Experience in client-facing roles where you've provided consulting services or customized tech solutions to clients.

    Bonus points if:

    • You have public speaking experience from conferences and giving trainings.

    • You have experience in data analysis and using SaaS success metrics.

    • You have a strong desire to help make life better for DBAs and engineers!

  • 1 month ago

    This position is remote, based in North America.

    Are you passionate about customers and motivated to continuously improve customer success engagement strategies and processes to optimize results for customers and accelerate growth for businesses? If so, you may be a great fit for our Customer Success Operations Manager.

    We're looking for an experienced Customer Success Operations Manager to support the Customer Success organization by building and optimizing our lifecycle management processes, systems and tools, and our enablement strategy and methods.  This requires collaboration with the customer success team (i.e., Solution Architects, Professional Services and Technical Account Managers (TAMs) as well as the broader organization (e.g., Marketing, Product, Sales, etc.). You must be extremely organized, analytical, and process-oriented.  You must be able to leverage your customer success operations knowledge to drive innovative solutions and optimize field effectiveness. You should be passionate about customer success and bring expertise in lifecycle management approaches and services operations for Enterprise, Mid-Market and SMB. This is a great opportunity to support a fast growing company where your responsibilities will increase exponentially with your ability.  The role will support the vision of Gitlab’s customer success leadership team and will report to our Director of Sales Operations.

    At GitLab, we are fundamentally changing the way our customers get their software to market by putting the entire DevOps lifecycle into a single application. With over 100,000 organizations using the product GitLab is one of the fastest growing companies in technology. Our customer success teams are responsible for ensuring that our customers are wildly successful in achieving their business outcomes with the GitLab product as they move to truly modern DevOps. We leverage a complete lifecycle engagement of planning, strategy, coaching, services and relationship building to ensure our customers exceed their goals and digitally transform with a world-class customer experience. We know that our customers trust GitLab to take their ideas all the way from plan to shipped product in production and we don’t take that responsibility lightly. We have an incredible existing, and rapidly growing, customer base, with a passionate, supportive open-source community and incredibly talented teams located in 40 countries focused on supporting them.

    Responsibilities

    • Build and optimize a company-wide customer success process in collaboration with the customer success team and broader GitLab organization

    • Develop and implement lifecycle processes, policies and metrics to support customer outcomes and business growth, defining the appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)

    • Develop methods, processes, systems and tools to appropriately support our customer segmentation models: enterprise, mid-market and SMB

    • Drive cross-functional programs and initiatives to support scaling of the business and integrate the customer success engagement processes with teams throughout GitLab (e.g., sales, marketing, product)

    • Lead the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation and telemetry

    • Curate content and playbooks to allow the team to more efficiently deliver customer outcomes

    • Create and coordinate key reporting for GitLab leadership team, partnering with the Customer Success analyst to provide reporting on customer adoption, sentiment and advocacy and business results (i.e., forecasts, renew, expand, churn)

    • Act as liaison to customer success enablement to drive training and enablement priorities, content and methods

    Requirements

    • BA/BS degree

    • 3 years of customer success experience

    • 5 years experience in program management and/or operations

    • Experience developing and improving processes and policies

    • Experience with customer management systems (e.g., Salesforce, Gainsight/Totango/Client Success/etc., digital marketing tools)

    • Strong analytical ability and able to prioritize multiple projects

    • Strong communication and collaboration skills

    • You share our values, and work in accordance with those values.

    • SaaS and B2B experience preferred

    • Experience with support and/or professional services a plus

    • Experience with agile/DevOps and/or SDLC process and/or tools is a plus

    Compensation

    To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

    Additional details about our process can be found on our hiring page.

    Remote-US
  • 1 month ago

    Smartbnb is seeking to automate the management of the short-term rental industry.

    Our core product is currently helping short-term rentals businesses manage over 60,000 properties. We are a growing team of 12 people with plans to expand a lot in 2019 and 2020.

    Smartbnb is bootstrapped and profitable. We are interested in building a great, sound business for years to come.

    Our company is fully distributed and remote:

    • We believe and fully embrace 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, Paris, Prague, and Tenerife!

    🤔 Customer success with us 🤔

    Our customers trust us for the critical infrastructure of their short-term rental business. This comes with a special responsibility to our customers.

    We aim to offer them a white glove customer service experience, to help them reach their goals of financial and personal freedom.

    We are already rated 9.6 /10 on Trustpilot and we very much intend to defend that score (it actually improved thanks to the customer service team's performance).

    At the same time, your role within the company is also to advocate for customers, in direct relation with our product team (product manager, developers, designer).

    You need to be able to qualify and identify bugs or usability problems and report them. This is important so that the development and design team can keep on improving the product.

    Lastly, we are not looking for people that like to watch the action from afar.

    We will absolutely welcome any input you may have and take ownership of side-projects that will help consolidate our business. This can be related to customer education, sales, marketing, business development and partnerships, or anything we have not thought about yet! The foundation is a deep understanding of our market, our product, and our customers.

    ⭐️ What you will do ⭐️

    Day to day, you will:

    • talk to customers via live chat, email, video calls and social media, to address their challenges and issues, verify subscription status and payments, and upsell products and services.

    • educate users and customers about our product and pricing with a focus on empathy and building up a relationship.

    • investigate, qualify, troubleshoot the customers' technical and usability issues, and work in collaboration with our Engineering and Design team.

    • host 1:1 video product demos and support calls with users and customers, so as to educate them about the product by focusing on their business needs.

    • demonstrate strong problem-solving and research skills, with attention to detail, to address user issues.

    • demonstrate a superior level of technical understanding, as you will grow familiar with the actual engineering of the product and technologies and tools being used (such keywords include "machine learning", "gitlab", "queues", "MySQL").

    • establish the company as a positive force for our users' businesses and ecosystem.

    ✅ What you will need to succeed: ✅

    Does it feel like we are on to something? Here are some common traits that successful team members are demonstrating every day and that we are also looking into candidates.

    • A deeply human individual that is easy to relate to both the team and our customers. Someone that is okay with sharing vulnerabilities with a willingness to learn and overcome them.

    • At the same time, there will be no babysitting. As a remote and distributed company, we will trust you to determine your own schedule, find the best way to deliver your best work, and reach out to your team every time you need help and support.

    • You also will need to be a strong communicator. You won't be siloed, but you should be clear, rigorous and precise in your communication, and be confident to challenge ambiguity and ideas, wherever they come from.

    • This position is for people that are excited about technology, being part of an artificial intelligence startup and seek automate things to help humans be better!

    • You have a good memory! This position will require extensive product knowledge.

    • You are available soon! (immediately, or within a month).

    • You are a fluent or native English speaker. Other languages are very nice too!

    • You are based to serve European timezones during your own daytime hours.

    🍰 Brownie points: 🍰

    Let us know how many 🍰 you deserve:

    • You have experience working on a Saas product (that is for Software as a Service).

    • Strong emoji game: you’ve used 👌🙌🙇‍♂️🙇‍♀️ in some replies to customers!

    • You have experience with providing 1:1 demos over video calls with tools like Zoom, or delivered phone support on platforms like Aircall.

    • Si tu parles la langue de Molière 🇫🇷, on rajoute des crêpes! 🥞😋


    What we offer:

    • Competitive salary, including the possibility of stock options.

    • Ample paid leave, in addition to maternity and paternity leave.

    • A great support structure: we are here for you.

    • You will work independently where you are most productive and happiest.

    • All the resources and tools that you need to succeed

    • Join a fast-growing startup and be part of the force that shapes the company in the years to come!

    We are solving global short-term rental automation. Are you in?

  • Xanpool is looking for Community Managers all over the world, with a passion for building, growing, and managing large local communities. You’ll join our young cryptocurrency onramp startup based in Singapore to work on the on and off ramping experience in your local region. You’ll play a huge role in spreading the adoption of cryptocurrency by making the buying and selling of them, using local currency, seamless.

    As a community manager, you will be the bridge between your local community, and the XanPool product team. To your community you’ll be the face of our company, while to the team you’ll be the voice of our users. You’ll be challenged for sure, being a small startup, you will probably have to wear multiple hats, and quickly learn random things specific to your local community. Overtime is certainly not a must, but expected when you have to get shit done. The upside for you would be a very favourable performance based incentive structure. And being able to work with the hardest and smartest people building unstoppable cryptocurrency infrastructure.

    Requirements:

    • Remote is fine. 

    • Part time is fine. 

    • Tech savvy. 

    • Experience with customer service, marketing, sales is a plus. 

    • Experience with project management is a huge plus. 

    • Familiarity with Bitcoin & cryptocurrency ecosystem is a HUGE plus.

  • 1 month ago

    FR/EN Customer Care Agent for Vacation Rental Software

    BookingSync is actively looking for a remotely-based customer care specialist to join our support team Channel Manager. The customer care specialist will be primarily responsible for responding to and solving customer support inquiries.

    We are looking for someone with the right mix of compassion, writing skills, and technical knowledge to get the job done. A proven experience in software support is mandatory to join our support team. Experience with Channel Manager Software or Vacation Rental Software is a huge plus.

    BookingSync is a distributed startup at the center of a constantly evolving vacation rental industry. As a company we hold a strong commitment to charity: a share of our profits will go to charitable works with humanitarian, social and ecological aims.

    Responsibilities: 

    • Help people use BookingSync and respond to inquiries in a timely, professional, friendly manner   

    • Build a community of support by sharing knowledge and insight amongst team members

    • Improve internal efficiency by proactively identifying opportunities to optimize processes and tools

    • Collaborate with our team members across the globe

    Qualifications:  

    • Fluent in written and verbal English and French—must be able to clearly and professionally communicate with customers and the BookingSync team. If you know additional languages, be sure to tell us!

    • Experience with Vacation Rental Software. Channel Manager is a plus.

    • Ability to understand technical concepts in the field of computer systems: inner processes of our platform, integration/synchronisation with partner's systems via API, etc.

    • Generally digitally-savvy: comfortable with Skype (chat, audio, screen sharing), emails, Slack, etc.

    • High attention to detail with a personalized touch

    • Ability to work independently from home with minimal direction and as part of a team

    • Must handle confidential information in a professional manner

    • Willing to work in a company aiming to help bigger causes—humanitarian, social and ecological projects 

    • Knowledge of the vacation rental, travel or tourism industries; desire to improve the vacation rental industry

    • Taste for adventure, entrepreneurship, curiosity, and strong motivation for this kind of activity

    • Preferably based in the Americas to cover corresponding time zones

    Sounds interesting? Contact us now!

  • Atlassian (Netherlands, UK, Germany, Turkey)
    1 month ago

    Job Description

    Customer support at Trello is different.

    To start with, we let our customers decide if they want to pay us or not. Seriously. If our customers are not amazingly happy, they get their money back with no questions asked. Our front line staff are empowered to make our customers happy. Usually, it means tapping a broad range of resources, whether that’s making sure you have all the right software, or working directly with an engineer to troubleshoot a case. You’ll have what you need to get the job done.

    You will not be glued to the queue. Sure, we need to get back to customers via email—that will always be there—but support is so much more than grinding through an inbox. This is a real problem-solving job. You’ll have an incredible amount of autonomy in determining how best to contribute your talents and skills to Trello. Think a short video will help customers get started? Make it. Want to write a script to help a customer with the API? Go for it. There’s plenty of room for creativity and technical exploration when it comes to better serving our customers.

    The other side of support is working with the other teams at Trello. All of our teams—engineering, marketing, sales, etc—benefit from support's role in working directly with customers. It will be your job to figure out how we can serve them as effectively as possible. This is no small task, especially when communication is happening asynchronously across time zones. For example, when working with the engineering team, you need to know when a bug can stay under the radar versus when you should sound the alarm.

    Additionally, Atlassian is a terrific place to work. Great products and a fantastic reputation in business and tech have brought in customers globally, including NASA, Sony, and the United Nations. With offices in Sydney, San Francisco, Austin, Amsterdam, and remote folks all over we are growing really fast and are full of opportunities!

    The Trello Support Engineer can be located in any of the following countries: Netherlands, UK, Germany, Turkey. This is a fully remote position.

    Job summary

    We don’t want people to just use Trello, we want them to love it. We’re looking to add a person to our support team who is friendly, helpful, and already loves Trello. Your top priority will be to transform our users into super-fans.

    You’ll do this by:

    • Troubleshooting and answering their questions via email and social media

    • Configuring and troubleshooting SAML-based SSO setups with Trello Enterprise customers, both by email and over the phone when necessary

    • Relaying insights from customers on to our product team

    • Providing service status updates via our StatusPage and social media

    • Crafting documentation and other support materials that empower users to serve themselves

    We use a variety of tools to ensure fluid communication between our customers, support, and the product team. These include email, social media, written documentation, video, internal chat, and Trello itself. Your ability to listen to customers, identify common themes, and communicate clearly will be incredibly valuable to our users and our team.

    More about you

    We’re believe a great candidate can hit that sweet spot between a technical and a customer facing role. You have a drive to learn new technologies and are responsible for owning customer issues until resolution. You're a great fit if you have top notch written and verbal communication skills, along with a comfort communicating with customers. You have basic Operation Systems knowledge (Mac and Windows), familiarity with reading console errors, and a Bachelor's Degree in Computer Science or equivalent demonstrated experience.

    Requirements

    • Knowledge of Trello and passion for the product

    • Previous experience providing email support as a primary job responsibility. You've done full-time professional email-based support before.

    • Experience with Enterprise-grade SAML configuration and/or troubleshooting, or equivalent technical experience in that area

    • Basic understanding of HTML, CSS, and Javascript

    • The ability to communicate clearly and positively through written and spoken English

    • A broad creative or technical curiosity

    • Two-year commitment to working in support at Trello.

    • Comfort working independently—in some cases you will be the only team member working, based on timezone. You’ll work within the standard working hours of your timezone.

    One or more of the following skills would also contribute to your role on the support team:

    • Strong writing skills

    • Experience working remotely, or on a heavily-remote team

    • Programming experience in any language

    • Fluency in languages in addition to English

    More about our team

    We are a different kind of software company: one that listens to client needs, values innovation and solves customer problems with brilliant simplicity. If you start your career with Atlassian, you'll have a direct impact on millions of users, fast! You won't get frustrated with bureaucracy or slow decision making, because we encourage innovative thinking. We don't just want to know your opinions, we want to see your ideas in action. We hire great people and then trust them to be great. Keyword: TRUST.

    More about our benefits

    Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

  • WP Buffs is the very best 24/7 technical support partner for any individual, business or organization with a WordPress website. Building strong and long-lasting relationships with our customers is our highest priority. We're looking to add A players to our team who are obsessed with making customers and partners happy, being a core member of an ambitious team and a creating a digital world filled with magnificent WordPress websites. If this sounds like you, read on!

    Mission

    Your mission, should you choose to accept it, is to make WordPress headache-free for all WP Buffs customers and partners and turn our customers, partners and the entire WordPress space into raving WP Buffs fans!

    Technical skills

    This job requires a strong foundation in WordPress. You don't need to be a highly technical developer but you do need to deeply know your way around the WordPress dashboard and have enough technical knowledge to manage a team of highly-technical maintenance engineers.

    Knowing the WordPress dashboard deeply and having a strong grasp on the WordPress ecosystem are a great start. Experience with PHP, JavaScript, HTML, CSS and hosting dashboard experience are even better, although not required. Rest assured, we'll fully test and vet your skills during the interview process.

    We need desk managers who are brilliant support specialists. You can push our team to tackle technical challenges and work alongside others to delight customers and partners.

    Required experience

    • Customer-facing support

    • Optimizing reply & resolution times

    • Managing our support systems and processes

    Preferred experience

    • PHP, JavaScript, HTML, CSS and hosting dashboard experience

    • Git

    • Caldera Forms

    • Gravity Forms

    • Beaver Builder

    • Elementor

    • ManageWP

    If you're confident in your WordPress and support skills, you'll fit well into our already talented team!

    Outcomes

    As a Happiness Buff, you are fully responsible for making sure our team achieves the following outcomes.

    • Ensure a first response time of less than 2 hours and resolution time of less than 24 hours for all tickets.

    • Work with the team in the #tickethelp Slack channel and notes our ticketing system to find a solution for any WordPress issue so that no ticket remains unsolved within 24 hours.

    • Communicate efficiently and simply with customers in fluent and error-free English written communication and resolve all tickets in 3 or fewer replies.

    • Always work towards 0 tickets left in the desk and 0 tasks in projects.

    • Be an active participant in the company culture by being present and communicating with the team in Slack throughout the day.

    • Develop robust knowledge bases, one for customers detailing how to use WordPress and one for our internal team detailing and fully systemizing all aspects of support.

    • Make sure that Technical Buffs are fully documenting every action taken on every ticket (website changes, hosting adjustments, etc).

    • Escalate all account-related tickets to Head of Customer Success with a first response time of less than 2 hours.

    If this sounds like your cup of tea, you might be a good fit on our team!

    Competencies

    It's not just technical support skills you need to be a Buff. It's the right attitude with which you come to work with every day.

    • Practice radical transparency

    • Make decisions and own them

    • Take customer-focused action

    • Deliver exceptional results on-time

    • Double check all work for completeness and correctness

    • Lead by example

    • Always have the backs of other Buffs

    • Work full days during your shift

    • Maintain regular communication with people you're managing

    • Don't criticize, condemn or complain

    • Give honest and sincere appreciation and feedback

    • Arouse in the other people an eager want

    • Hold everybody to high standards, including ourselves

    • If you're confident you can live and breath these values, you'll be a good fit for our team!

    Tools we use

    You can read about all the tools we use here at WP Buffs. You may not have to be able to use all of them, but you should already know or be prepared to learn to use any tools required for your position: The SaaS Tools We Use to Run WP Buffs

    The other stuff

    If you missed our team values, more about what we look for in any new hire or more details about our company perks, check out our main hiring page.

    Compensation

    Salary for this position is completely dependent on your experience, location, technical skills, how well you can help us tackle the outcomes for this position and the competencies you can display as a member of this team. This is something we're happy to discuss once you've gotten further along in the application process.

  • 1 month ago

    Tackle.io helps enterprise software companies take advantage of the Amazon Marketplace. We have done work for amazing software companies like New Relic, Cyberark, Pagerduty, Druva and many others. We can get you listed fast to enable streamlined procurement and new channels for revenue. Our software also enables downstream integration into corporate systems like Salesforce and advanced revenue reporting to make running your business with the Marketplace a breeze. Software vendors focus on their clients and software, we focus on Amazon, everyone wins.

    Your Day

    • Provide immediate on-boarding activities for customers following their purchase of Tackle

    • Own overall relationship with assigned clients, which include: increasing adoption, ensuring retention, and satisfaction

    • Work with clients to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals

    • Measure and monitor customers achievement of critical and key performance indicators, reporting both internally to Tackle account stakeholders and externally to Customer Sponsors and Executives

    • Establish regular cadence (weekly, Monthly, Quarterly) with each assigned clients, to review health metrics

    • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our solution and services

    • Work to identify and/or develop up-sell opportunities

    Desired Skills & Experience

    • Experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions

    • Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention

    • Exception verbal, written, organizational, presentation, and communications skills

    • Strong team player but self starter

    • B.Sc. in Computer Science or equivalent experience

    • Project management experience & skills

    Please send your cover letter and resume to [email protected] to apply!

  • We are looking for an exceptional Enterprise Customer Success Manager to join the Customer Success Team where you will be responsible for the success and long-term growth of our customers across the commercial and enterprise segments of the business. In this role, you will be the key point of contact for our customers, helping to ensure they maximize the value they receive from our solutions and cultivating a successful long-term partnership. You will ensure we are actively partnering with our customers to develop a deep understanding of their business, their unique challenges, and the required outcomes to be successful. You will be a challenger, a partner, an advocate, and the voice for them across our company.

    The Enterprise Customer Success Manager role is a perfect role for someone who has some technical expertise, loves talking to customers, has a solid commercial foundation with a talent for developing and executing strategic plans to drive adoption, retention, and growth. This role will manage a diverse book of customers ranging in industries and deployment types with strategic, focused efforts on developing a deep understanding of your customers’ unique business challenges and ensuring their investment in our products are providing a real, meaningful business impact for them.

    About Customer Success at CircleCI

    The Customer Success Team at CircleCI plays a pivotal role with our customers. The team is responsible for ensuring customers are recognizing value from our platform, and helping to identify ways we can help a customer solve business problems. You’ll cultivate and grow a portfolio of existing clients and act as a trusted advisor and ambassador for CircleCI.

    In terms of growth, we strongly believe in the continued development of each new hire. In joining the Customer Success Team, you’ll join a community that believes in development and promotion from within and as a rapidly expanding business, there are a lot of opportunities for progression.

    About CircleCI

    CircleCI is the best platform for software teams looking to rapidly build quality projects, at scale. Our intelligent continuous integration and delivery tools are simple yet powerful. Our aim is to provide the wisdom of a connected development ecosystem to every team member making technology decisions.

    We run 12M+ builds a month on our platform for companies like Spotify, Kickstarter, Sony, and Coinbase. Over 25,000 organizations and 300,000 developers actively build, test, and deploy on CircleCI. We’ve raised $59.5M in venture capital from Industry Ventures, Top Tier Capital, Scale Venture Partners, DFJ, Harrison Metal Capital, and Baseline Ventures.

    Responsibilities:

    • Own the gross and net retention of your assigned book of business, by driving the annual renewals and ensuring your month-to-month customers continue to appreciate the value we deliver and grow their use of the product

    • Drive the adoption and growth of CircleCI with an assigned customer base in your territory, with a focus on providing insights and information that will aid the customer in their experience with CircleCI

    • Understand the technical and business challenges of our customers and advise them on how to best use the CircleCI solution. Customer activities will include establishing and maintaining broad customer relationships, monitoring product usage and adoption, reviewing and taking proactive measures to maintain customer health

    • Partner with your counterparts in Sales and Customer Engineering to develop and execute strategic account plans

    • Connect with customers via weekly/monthly meetings and regular business reviews, both in-person and via video conference to continue to better understand your customers and partner with them to solve problems, develop goals, and identify trends

    • Be the voice of the customer as you partner with engineering, marketing, product, and sales to deliver best-in-class customer experience

    • Identify growth opportunities and work with the Sales teams to engage accounts and ultimately enter into a greater evaluation of the CircleCI solution

    • Partner with internal teams to manage new users, ensure onboarding and technical success alongside our engagement managers and success engineers

    • Monitor usage to identify and manage renewals, risks and downgrades. Grow customer accounts over time and work to ensure customer renewals at scale

    • Identify at-risk customers and help them get on track

    Requirements:

    • 4-6 years B2B SaaS customer success, or account management experience in a customer facing role

    • Track record of achieving and exceeding renewal, retention, and growth targets

    • Demonstrated ability to work independently and “own” your book of business

    • Excellent written and verbal communication skills

    • Strong time management with the ability to balance multiple deliverables while working in a high volume environment

    • Technical mindset and passion to learn about software development, cloud environments, and interacting with developers

    • Growth mindset, intellectually curious and ambitious with innovative ideas to inspire customer loyalty and adoption

    • Experience with tools such as Salesforce, Gainsight, Outreach, and Zendesk. Savvy with navigating multiple systems and data analysis.

    • Ability to manage and maintain a high value book of customers

    • Startup SaaS experience a must

    Other Desirable Qualities:

    • Proactive mindset to drive conversations and relationships forward with a technical base of users and buyers

    • Act as a strategic consultant with a Challenger mentality

    • Experience working remotely or in a satellite office

  • 2 months ago

    Bonfire.com is transforming the way people buy and sell high ­quality custom apparel. As a leading fundraising site, we’ve helped thousands of causes and organizations raise millions of dollars by selling their own shirts.

    We are a young, agile startup based in Richmond, VA growing by leaps and bounds.

    We’re looking for an outstanding personality to join our Customer Success Team to help advance our goal of providing the most human—and most helpful—customer experience possible.  

    This is a full-time, US-based position with a Saturday – Wednesday schedule (Thu/Fri off). You may be in-office or remote.

    Role:

    • Email customers. A lot. This is our primary medium for solving customer issues and where you’d be spending the majority of your time

    • Live chat. When customers need something fast, they need us to be available.

    • Phone support. While we are too small of a team to take calls for everyone, if someone asks we will make a way. 

    Responsibilities

    • Coach customers on our platform

    • Reach out to potential customers and educate them on Bonfire’s value

    • Consult customers on best practices

    • Provide t-shirt design help and concepting

    • Identify customer trends to supply our Product and Dev teams with feature requests and bug reports

    • Advocate for a world-class customer experience in cross-functional team meetings

    Requirements:

    • Excellent written and verbal communication skills

    • Creative problem-solving abilities

    • Commitment to lifelong learning

    • The ability to work in a fast-paced, challenging environment

    • The desire to meet and exceed measurable performance metrics

    • Customer service experience

    • A relentless commitment to empathy

    • The ability to work quickly, efficiently, and under pressure

    • Attention to detail

    • Results-oriented mindset

    Bonus skills & attributes:

    • Previous experience working remotely

    • Background in design or art (esp. Adobe Creative Suite)

    • Experience at a tech company or startup

    You’re in good company (with a good company). We offer:

    • Unlimited PTO/vacation

    • The ability to work remotely some or all of the time

    • Excellent insurance benefits including: health, dental, HSA, and 401k plan

    • An amazing workplace culture

    • The option to work holidays for overtime pay

    • The chance to make a real impact on the company’s growth and history

    • An opportunity to help make a difference in thousands of people’s lives

    • An environment to grow your skills, learn new technologies and tools, and to challenge yourself (while having fun)

  • Getting together with real people in real life makes powerful things happen.  Side hustles become careers, ideas become movements, and chance encounters become lifelong connections. Meetup brings people together to create thriving communities. Show up. Change lives.

    Meetup’s Customer Experience team is a diverse, creative group that knows every nook and cranny of Meetup, and they use that knowledge to support Meetup organizers and members around the world. To keep the Meetup ecosystem humming, the team trades thousands of emails with customers each month: they answer questions, offer advice, hunt down bugs, and reinforce Meetup’s Community Guidelines. They welcome new Meetup groups to the platform, assess member reports, and act as the voice of the Meetup customer within the company.  We are a large, passionate, and ambitious group.

    The Integrity team is the “trust and safety” arm of Meetup’s Customer Experience team, tasked with ensuring that the platform is safe and enjoyable for millions of organizers and members by monitoring and detecting risks and mediating disputes through a combination of automated systems and human review.  We are looking for an experienced senior trust and safety leader to own the strategy and day-to-day operations, serve as a key driver of vision, purpose, and continuous improvement within the Integrity team. The Senior Manager will partner with internal stakeholders to evolve and enforce policies that improve the quality of the Meetup community and customer experience.  This is a significant leadership role responsible for driving results and leading a team of managers and Integrity specialists, increase team efficiency and continuously improve the customer experience. This role will be in New York and report to our Director of Customer Experience.

    What you’ll get to do in this role:

    • Provide critical leadership in team handling of time-sensitive and escalated trust and safety issues across the Meetup platform:  legal, privacy, and policy escalations. Lead Meetup’s response to claims of abuse, fraud disputes, and security threats.

    • Develop and continuously evolve policies that are clear, intuitive, and aligned with the company’s goals to address platform risks, moderate user-generated content, and maintain superior regulatory compliance.

    • Design and implement policies, procedures, and tools to help identify bad actors on the platform and minimize any associated disruptions to other users.

    • Create and conduct legal escalation training for the team, including workflows for general legal questions, reports of criminal activity, intellectual property infringement escalations, civil and government information requests, etc.

    • Take ownership of delivering high-quality, fast support by ensuring consistent SLA delivery through effective scheduling and staffing practices, quality assurance monitoring, and performance management.  

    • Work collaboratively with other Meetup teams including customer support, legal, product managers, design, UX, engineering, etc. to identify critical trust and safety issues and develop effective, sustaining solutions.

    • Monitor team performance, identify team and individual accomplishments and improvement opportunities, mentor direct reports and foster professional development of the team.  

    • Own the management of large-scale trust and safety initiatives and ensure project and resource alignment with departmental and company goals.  

    • Proactive research of industry trends and standards to help anticipate policy issues and ensure that Meetup is ahead of the curve and our brand and members are protected.

    • Hire, retain, and develop top talent and create and foster a healthy team culture.

    • Inspire and motivate the Integrity team to drive results and help one another succeed.

    • Act as a subject matter expert to the company in advising and advocating on matters related to keeping our customers safe and in line with industry standards.

    What makes you perfect for this role:

    • Relevant BA/BS degree or greater (master’s degree a plus).

    • 5+ years of people management experience.

    • You’re considered an expert in the realm of trust and safety operations, have a passion for privacy and risk management, and have demonstrated experience helping teams adopt best practices, mitigate spam, handle NSFW content.  

    • Familiarity with US and EU regulations, GDPR, and a general understanding of other international policy and compliance issues as it pertains to the Meetup business model.

    • You’re a critical thinker, capable of breaking down and solving complex problems.

    • You have extraordinary communication and interpersonal skills.

    • Ability to influence multiple stakeholders at various levels and across disciplines.

    • You’re adaptable and resilient in nature, with the ability to quickly pivot - and bring your team along for the ride - as our strategies and business plans evolve.

    • Ability to navigate large data sets to identify issues, trends, and make improvements

    • Experience with SQL, Looker, and third-party spam enforcement tools.

    Our team is bold, supportive, and passionate about bringing people together IRL to create community for everyone. We care about moving fast, real-world change, and building diverse, dynamic teams.  You in?

  • 2 months ago

    Hi, I'm Gašper, the project lead at Niteo, a remote-first SaaS company with team members from Slovenia, Romania, Ukraine, India, and the Philippines. We live and breathe Open Source: you can read about how we work in our public Handbook and on our blog.

    Our main project is a fully automated WordPress hosting platform. We're growing fast and we're looking to add more people to our support department.

    And that's where you come in!

    We're looking for someone who knows WordPress well, is patient, knows how to follow instructions, and has good attention to detail so the customer questions get replied accurately.

    Why work with us?

    You will be regarded as a responsible and reliable adult. We put a lot of trust in you and give you the autonomy to do your job the best you can. You receive the training you need to do the job, then we set your goals and define your tasks together. After that, you plan and organize yourself. You set your own work schedule. You work on days you want to and from where you want to. You tell us when you go on a vacation and for how long.

    In the end, you are judged on your results and how well you work with your peers. If you need someone to always tell you what to do and how to do it, then it's best you find something else.

    Requirements

    What we're expecting:

    • Ample WordPress experience: We're hosting tens of thousands of WordPress blogs, and as such, encounter a vast variety of plugins and themes that sometimes don't work well together.

    • Fluent in English: we are from around the globe and all our communication is in English.

    • Eagerness to learn: we're a nimble team and you'll have to learn completely new things a couple of times every year.

    • Attention to detail: there will be a lot of unclear tickets. You'll need to understand clearly what's being requested and not just guess.

    • Excellent customer support skills: able to handle irate customers with empathy and quick thinking.

    BENEFITS 

    What you get in return:

    • 22 days of paid vacation per year, paid overtime, paid sick leave.

    • Competitive pay as per our Salary System with quarterly profit sharing among employees and other benefits.

    • Paid conferences, courses, books, and gadgets.

    • Lots of growth opportunities.

    • Friendly coworkers from whom you'll learn a ton and who are all great people.

    Read more about our benefits on our Careers page and in our Handbook.

    TIMEZONES

    We have recently decided that, as a team, we want our colleagues to be stationed in UTC and earlier timezones. The reason is, we already have people in Asia, and we have all-hands meetings twice a week. They are only up to 15 minutes long, but we wouldn't want to force people to get up in the middle of the night to attend, or to stay up very late. Hence, we decided that it's best for everyone if we limit ourselves to hiring in European and Asian timezones.

  • We are looking for a Customer Success Engineer to help our customers in utilizing Aiven managed Open Source services. Aiven is looking for customer success engineers in USA (Boston), European Union (Helsinki or remote), and the Asia Pacific region.

    An ideal candidate will be passionate about (open source) technology and genuinely want to help customers, both in a pre and post sales capacity, succeed. Aiven is looking for candidates with demonstrable experience in the following areas that will be required in the day-to-day job:

    • (Aiven services: Apache Kafka, Apache Cassandra, PostgreSQL, MySQL, Elasticsearch, Redis, InfluxDB and Grafana)

    • Ability to conduct product demonstration to customers clearly and effectively highlighting value of Aiven services

    • Ability to conduct product and company presentation to highlight value proposition and competitive advantage

    • Conduct successful proof of concepts

    • Help customers during product evaluation phase

    • A high level understanding of the inner workings of one or more Aiven services

    • Ability to communicate, after understanding the customer’s problem statement, how one or more Aiven service will address such problems efficiently and cost effectively

    • Ability to understand customer problems and subsequently investigate and propose a solution

    • Listening to customers and understanding what the customers are asking and subsequently translating those into actionable tasks and working closely with Engineering and Operations teams fulfill those tasks

    • Ability to write fairly simple code in one or more programming languages such as Java, Python, Go, Ruby

    • Ability to write simple programs such as Kafka consumer/producer, Cassandra, PostgreSQL, and  MySQL database access and record manipulation, Elasticsearch indexing and searching, Redis and InfluxDB access and record manipulation, in one or more programming languages such as Java, Python, Go, Ruby)

    • Familiarity with Linux operating system, DNS, and IP networking concepts

    • Some knowledge of public clouds and cloud terms - (compute, storage - block and object, networking, security groups)

    • Being sensitive to customer needs and responding to customers in a courteous manner

    • Willingness to go the extra mile to help customers

    • Be an ambassador of Aiven

    Preferred qualifications:

    • A Bachelor's degree in Computer Science (or similar discipline) or, an equivalent amount of professional experience in software engineering and/or customer success

    The following skills are nice to have:

    • A high level understanding of the software architecture and/or behaviour of Kafka and at least one other Aiven service

    • Write blogs and help articles

    • Give talks at conferences and meetups

    What we can offer:

    • A dynamic startup environment with a rapidly growing, international business

    • A competitive compensation and benefits package that includes stock options at an early stage startup

    • (NOTE: US applicants should be eligible to work in the US)

    You will be part of a highly-skilled, tight-knit team of just over 20 people, making your contribution essential to what is becoming a great success story.

  • Job description

    Note: Although this is a remote position, we are only considering candidates based within the EST timezone.

    We’re looking for an empathetic and experienced Support Specialist to join our growing Customer Experience team. You’ll be an important part of a cross-departmental team dedicated to all things revenue, with a focus on helping our customers with their billing and account-related needs. You’ll go beyond just answering support tickets - our projects related to revenue will be an important part of your daily work.

    You’ll be an enthusiastic problem solver with an analytical mindset and a determination to find and resolve problems. Your customer empathy will come through in your strong writing style, adapting to our user’s tone of voice. You’ll be comfortable adapting quickly and openly to changes, and keen to constantly learn and apply these learnings to your work - with failures an inevitable part of your experiments.

    You will:

    • Support our users and answer their questions related to revenue through our Zendesk ticket platform

    • Communicate crucial company updates through various channels (i.e., in-app messages, emails, blog posts, etc.)

    • Manage the knowledge base articles that cover pricing and billing. This includes writing and updating existing articles, as well as creating visual content (like videos!)

    • Help create internal processes that directly impact revenue (i.e., refunds, disputes, user permissions, etc.)

    • Create reports for the revenue team that highlight customer feedback / sentiment

    • Evaluate results from tests and gather data to decide on next steps within the wider revenue team

    • Collaborate with the cross-departmental revenue team to plan and execute projects

    Compensation Range

    The budgeted compensation range for this role is $45,000 to $73,000 annually (we do not have a commission or bonus scheme at Hotjar). Ranges are based on market research and are equitable to other roles within Hotjar. The actual compensation offered will be based on relative experience. At this time we are only able to provide official employment status to those located in Malta. All other candidates will join our team as full-time consultants and will be responsible for paying any taxes or applicable fees where they reside.

    Requirements

    • 2 years in a customer-facing role, ideally support

    • Previous tech experience within SaaS, e-commerce, or similar

    • Experience handling refunds/troubleshooting billing

    • You’ll preferably have experience implementing a new billing system or pricing structure

    • You’ll preferably have experience of going through a large product update

    • You’ll preferably have experience leading/managing small teams

    • Desire to work in a respectful, transparent, and collaborative work environment, following Hotjar’s company values, culture and ways of working

    • Must submit to a background check confidentially processed by our third-party

  • Our product delivery team’s primary objective is delivering on Redox’s brand promises, which include getting customers live more quickly than they’d be able to on their own and abstracting away many of the healthcare organization nuances to their integration strategy. Redox Integration Implementation Specialists are required to deliver consistently and autonomously to deliver on these promises to our customers. The ability to integrate quickly and abstract nuance requires a solutions-oriented, technical thinker who is willing and able to tackle the industry’s biggest problems. Integration Implementation Specialists are responsible for managing 25 projects simultaneously while working collaboratively with a group of sales and technical resources.

    Responsibilities:

    • Work with applications and healthcare organizations to finalize site specific scope and project plan.

    • Establish and maintain strong relationships with Redox partners. Work closely with other areas including product development and sales to ensure customer needs are met.

    • Manage many small to medium, complex implementation projects to completion, ensuring customer relationship success, working with multiple resources and managing project teams effectively.

    • Conduct interim and post-project retrospectives; assess the need for and recommend improvements for future deliveries; Champion new processes and methodologies within the Customer Success and Product Delivery teams.

    • Act as a project liaison with customers, healthcare organizations, and other departments. Maintain accurate project documents (schedule, requirements, agenda, etc.) and distribute them in a timely manner to all participants.

    • Identify and resolve issues that arise throughout the implementation

    • Contribute to process improvement initiatives to advance the quality of our implementations.

    Required Skills and Experience:

    • Bachelor's degree

    • 2-4+ years of healthcare project management experience

    • Strong healthcare integration understanding

    • Proven project management experience in Customer Success and/or Software as a Service sector

    • Healthcare integration implementation experience

    • Experience managing multiple projects, monitoring and reporting progress, and exceeding client expectations

    • Strong technical background, with working knowledge of multiple healthcare integration methods including HL7

    • Strong communication skills with demonstrated ability to deliver messages to multiple audiences.

    • Ability to develop, motivate and lead teams of cross-functional resources

    • Proven experience consistently delivering outcomes

    Preferred Experience:

    • SaaS/ Computer Software industry experience

    • Experience managing 20+ projects simultaneously

    • Experience teaching and growing teams

    • Excellent reporting skills with ability to not only gather the appropriate data, but also glean insight to improve the performance of the Customer Success team

    • Strategic thinker with excellent problem solving and analytical skills

    • Self-starter who can thrive in a fast-paced, dynamic environment

    • Embraces giving and receiving feedback

    Benefits

    • We provide benefits that allow you to live life by your own design. Redox employees enjoy unmatched autonomy in their work and the support to live a balanced life. We trust you know what you need to be happy, at work and at home.

    • Tackle Challenging Problems Everyday. There is no roadmap for what we are building, so you’ll have the backing and support of talented engineers and security practitioners to make sure you have what you need to be successful.

    • Work Anywhere. (Within the US) We want to have the best people at Redox - no matter where you call home. All Redox employees are encouraged to live and work wherever they're happiest. All you need is power, wifi, and a computer and you’re good to go. We also run a number of co-located working spaces across many US cities if you prefer an office environment.

    • Flexible Working. Take a trip somewhere fun, stay home to recover from being sick, or have a staycation to unplug and recharge. Our best work happens when we feel fresh and inspired. We leave it up to you to decide when you need to take breaks and encourage you to make time for adventure and discovery.

    • Health & Dental from Day 1. Working in healthcare makes you understand all the challenges life can throw at you. Your health and dental coverage starts when you do to make sure you're always covered. We provide health and dental insurance for employees, spouses, domestic partners, and dependents, as well as life and disability insurance.

    • Parental Leave. As your family grows, it’s important that you’re there and have time to figure out what your family’s new norm is. You can take 12 weeks of paid time off within the first year of your new addition arriving. We know that they need you and we have your back.

    • Productivity Fund. We want you to be able to set up a workspace that allows you to perform at your very best. All Redox employees receive an annual discretionary stipend so you can select what helps you be productive.

    • 401k. We offer an optional, customizable and flexible 401k plan for you to plan for your financial future on your terms.

  • Interfolio (US West Coast only)
    2 months ago

    Interfolio is on a mission to build smart, inspired and useful products for faculty and academic communities. By building an engine for faculty activity, decisions, and data, Interfolio has become the first mover in defining and  category of faculty-focused technology that cultivates goal-oriented collaboration around academic decision-making.

    Interfolio operates the first holistic faculty information system to support the full lifecycle of faculty work, from job seeking to review, tenure, sabbatical, committee work, research, and beyond. Offering colleges and universities increased  and insight into faculty data to help achieve their strategic initiatives, Interfolio believes that advancing the faculty will advance the institution.

    What’s even better than that? We’ve crafted a fun, collegial, dynamic culture that celebrates team and individual success almost daily. We’ve got a lean team of super-smart, super-hard working, local and remote colleagues who collaborate closely to produce a valuable service for an industry we’re passionate about. And, we genuinely like working with each other and with our clients.


    Like what you’ve heard so far?

    Then consider joining our Scholar Services team! The position of Customer Success Advisor (West Coast) is a remote position, working hours 9:30a.m.- 6:00p.m. PT.  There will be a period of onboarding in our headquarters where you will get to be trained by our current team.

    At Interfolio, we are committed to diversity and the principle of equal employment opportunity for all employees. You will receive consideration for employment without regard to race, color, religion, national, social or ethnic origin, age, gender identity and/or expression, sexual orientation, family or parental status (including pregnancy), or any status protected by the laws or regulations in locations where we operate.


    Position Overview

    The primary focus of the role is to ensure our scholars and university clients have the best possible experience using Interfolio products and services. You will answer all questions related to Interfolio, educating and empowering customers to become better Interfolio users. As a member of our support team, you proactively look for solutions to problems and propose improvements if something could work better. You’re an ambassador for all internal departments, helping them be successful in their roles while driving product change.

    A big part of your day is going to be spent taking action on support tickets, planning new outreach efforts, or putting out fires behind the scenes. We need someone with the ability to treat each issue with dedication, professionalism and fervor.

    Responsibilities

    •  Triage and resolve support cases from University administrators, faculty, and staff

    •  Coordinate and manage product escalations with stakeholders in Engineering, Sales, and Professional Services

    •  Deliver periodic virtual and on-site trainings to University clients

    Requirements

    •   2-5 years experience working in customer support helpdesk or similar role for a Software-as-a-Service (SaaS) platform

    •   Excellent organization, project management, time management, and communication skills

    •   Demonstrated ability to troubleshoot and diagnose customer issues

    •   Experience providing technical and/or training support for technology

    •   Salesforce, Zendesk, HelpScout, or similar CRM experience

    •   Experience testing and reporting software bugs to engineering

    •   Demonstrated ability to cultivate strong relationships with external parties

    •   Tenacious and entrepreneurial approach to working through product, process, and client challenges

    In addition, you should have

    • Have a Bachelor’s degree

    • Experience working in a remote position

    • Possess a strong interest in higher education, startups, and/or SaaS technology

    • Be able to speak and write fluently in English (as a minimum requirement)

    • Willing to travel - up to 20% with some headquarters visits as well

    In addition to a competitive salary, Interfolio offers a robust benefits package that includes medical insurance, unlimited PTO, a yearly wellness benefit stipend, a yearly professional development stipend, 401k, and professional development opportunities.

    Our culture sets us apart—we look forward to sharing more about our company and our team!

  • 2 months ago

    CloudBees is a globally distributed company with over 400 employees in over 15 countries working together to invent a new category of software - one that automates the delivery of software. As every company in the world is becoming a software company, and as software delivery practices evolve from slow, infrequent releases toward continuous delivery supported by CI/CD,  DevOps practices and the cloud, this new software category will become the most mission critical new business system in the modern enterprise. As today’s clear leader in CI/CD, CloudBees is uniquely positioned to define and lead this new category and is expanding our Customer Success team in order to do so.


    As a Customer Success Manager, you will be responsible for onboarding and training new CloudBees customers and prospects. Working closely with our Sales, Customer Engagement, and Professional Services team, you will use your strong communication skills and technical know-how to wow Corporate, Enterprise and Fortune 500 customers as you help them - for the first time - realize the value that CloudBees brings to their business.


    The ideal candidate is experienced in Enterprise Technology, loves helping customers, and is comfortable with technical and highly configurable Enterprise Technology solutions. Attention to detail, strong communication skills, and a customer-centric orientation are required. This is a rare opportunity to join a fast growing company with an open and collaborative work environment and help define Customer Success at CloudBees.


    WHAT YOU'LL DO:


    Promote a customer first environment at all times.

    Become a CloudBees Continuous Delivery Platform domain expert.

    Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process.

    Work closely with clients and their tech teams to fully integrate CloudBees into their technology stack.

    Train clients in software platform basics and provide progressive guidance throughout the acquisition and onboarding launch process.

    Track and hit key implementation milestones.

    WHAT THE ROLE REQUIRES:


    2+ years experience in a customer-facing role 

    Strong knowledge of the Software Development Life Cycle

    Experience with DevOps tools, or Enterprise offerings of Open Source Software 

    Experience working with and managing Public Sector agencies and accounts

    Knowledge and experience using and supporting enterprise software, ideally a continuous integration / continuous delivery solution

    Strong organizational and analytical skills. Attention to detail.

    Critical thinking and proven complex problem solving skills required.

    Customer first mentality; ability to empathize and build customer loyalty.

    Four year engineering or technical degree, or equivalent required.

    Background in computing, software development

    WHAT YOU’LL GET


    Highly competitive benefits and vacation package

    Ability to work for one of the fastest growing companies with some of the most talented people in the industry

    Team outings

    Fun, Hardworking, and Casual Environment

    Endless Growth Opportunities

    At CloudBees, we truly believe that the more diverse we are, the better we serve our customers. A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers. Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization.


    In the technology industry, diversity creates a competitive advantage. CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers. CloudBees attributes much of its success to its worldwide work force and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere. Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem solving and better solutions for our customers and their businesses.

  • 2 months ago


    Nightwatch.io is looking for one more agile, internet-savvy, and empathetic customer support hero to join our close-knit remote team and help us to provide the best customer service.


    If you are a creative person who enjoys freedom, new technologies, and solving problems; and if you are a positive-oriented thinker who does not fit the traditional internet company structure, this job might be the right fit for you. We are not looking for someone who regularly switches companies, or who is only looking for a huge wage. Our mission is to develop a strong team that shares our values of personal growth, education, compassion and true friendship.


    Collectively, we want to bring forward-thinking and innovative solutions to the world. We are a bootstrapped company that believes the future belongs to smaller companies that don’t subscribe to the 9-to-5 corpo way of doing things. We believe that the Silicon Valley era is over, and we are building a business which allows us to enjoy the freedom of working remotely where each of us has the autonomy and flexibility to have a high impact on the world with our work.


    Our mission is creating forward-thinking SEO tracking tools that help our users scale their online businesses, so familiarity with the world of SEO and internet marketing software is a must.


    We're offering a remote position and a flexible work schedule (part-time or full-time). We are communicating regularly: via Slack throughout the day and team calls weekly.


    Requirements:


    4+ Years experience with customer support

    Internet-savvy and SEO-savvy: you should know what the heck is VPN, SERP, and DA and how they work  —  and most importantly, to be able to explain it to a new user

    Experience with customer support in SaaS or at IT companies is a huge plus

    Extraordinary communication skills and English at the level of a native speaker

    Strong problem-solving skills

    Empathy — you will be the users’ main advocate, guide, and advisor

    Initiative, proactivity, positive attitude, and creative thinking is a must. Do challenges motivate you to think out of the box and find a better solution?


    What it is going to look like:


    Going through incoming emails and chat conversations and making our customers happy

    Answering our users’ questions and helping them to get the most of Nightwatch

    Working daily with your customer support team to discuss the progress and feedback via chat and calls


    Interested? Apply now! Write us why you'd like to join, what you have achieved so far, and how the work you’ve done looks like.