Mar 11
The goal of customer support is to help clients who are having problems or have inquiries regarding our services or products. The primary emphasis lies on the way the customer interacts with the product to enhance its complete adoption and provide a customer experience that is consistent with our goal of consumer obsession.
Track and Surface Customer Requests and Feedback - Tracks customer requests and effectively communicates the details to the engineering team to complete the request.
Evaluate Client Tickets and Delegate to Applicable Team - Demonstrates clear knowledge of what LeadSimple can and can’t do. Takes client requests, creates tickets, evaluates, then passes to the appropriate internal department.
Maintains a High Degree of Customer Satisfaction - Measured by promoter scores, response time, and ticket ratings
Provide Consolidated Client Feedback - Recommend service and product enhancement to improve the sales potential and customer satisfaction. Minimum of 3-5 actionable insights and changes per quarter gleaned from client interaction.
Maintains Educational Resources - Continuously update educational resources including training documentation, training courses, & videos.
Facilitate Video/Phone Calls with Clients - Able to facilitate video/phone calls with clients at any time during working hours.
Participate in Weekly Team Meetings - Participate in and provide value to the team meetings every week.
Maintain Metrics - Meet or exceed CSAT score, response time, & ticket rating goals set on a quarterly basis.
Develop Skills Necessary to Manage Future Client Implementation Projects - Seeks out information and knowledge for future plans to effectively manage capacity to handle a pipeline of 8-10 proposals per month.
Build Custom Solutions - Consult with customers and build custom solutions based on their needs.
Confidence in handling customer issues independently by 90 days. The expectation is that 75% of tickets can be handled autonomously.
CSR will respond to customer inquiries and own the outcome. No one will know everything, but the CSR needs to be able to handle the majority of customer issues autonomously.
Equal contributor of workload responsibilities. Reps must handle an equal amount of work dispersed amongst the team. As an example, if we have 4 reps and a manager, you would be expected to work 25% of the ticket load for the week.
We are a small team, and in order for our team to run efficiently everyone needs to pull their share of the workload. The expectation is that the CSR will handle an equal amount of work as the other CSR members, excluding managers. We expect each team member to update or write at least one help article per month.
Customer Obsession - Maintain high CSAT Score of 94.0%
Our core value of customer obsession is paramount at LeadSimple. We expect a CSAT score of 94%
Company Holidays
Paid Time Off (in addition to the above)
Monthly Healthcare Allowance
Yearly Vacation Allowance
Fun and outcome driven work environment with a smart, hard working team
Location independence
Mission driven company and values-based culture.