Dec 2, 2022
We are hiring for a Customer Success/Support role to support and help our customers make wins with our software. If you’re a person who is driven by customer happiness and success, then this role is made for you. The Customer Success + Support role is responsible for making sure our users are successful with our software. This is also a hybrid role with support and you'll also be responding to inbound emails and chats to assist as front line support for product and service issues.
The basic duties of this role include new customer out reach, live onboarding sessions, technical support, answering questions, resolving and checking on billing issues, knowledge base/documentation management and more.
This role provides an opportunity to make a huge impact on how we strategize and build the foundation of Pebble's customer success strategy. You will be the face that our users count on, combining your love of technology with your love of helping people!
Onboard new users
Reach out to users who haven't found value within the software
Coordinate feature launches
Work on developing Customer Success strategies and execute
Lead live onboarding sessions regularly
Reply to inbound email and live chat to provide answers and helpful insights to customers and prospects on routine issues for support issues
Maintain fast reply times and deliver amazingly helpful service that customers love
Maintain and update Knowledge Base articles
Connect sales prospect inquiries with founders as needed
Escalate advanced support issues to Product Development Team/Customer Success Rep
Dive into Customer Success coaching through our membership with SaaS Academy coaching program
Grow your area of responsibilities
2 to 5 years experience in customer success and/or support
Associate's Degree or equivalent experience
Confidence on screen recordings and a helpful attitude
Ability to communicate clearly and professionally yet friendly in writing
Passion for expanding your comfort zone
Excitement to learn and grow a department and its strategy
Ability to learn quickly, adapt to change and be tech savvy
High standards for yourself and your team
Ethical and honest approach
Friendly, casual, and caring demeanor
Previous experience supporting SaaS products in the SMB market
Previous experience in customer service or support
We’re a small team doing very big things in the world of Real Estate investing! Your work will make a huge impact and your voice will be heard.
Competitive salary
Work from anywhere