May 28, 2023
We have an exciting opportunity for a Product Support Specialist to join our team. If you are an experienced professional with 1-2 years experience interacting with SaaS customers; solving their questions, and helping them learn and grow, so they get the most from our products, combined with the ability to advocate for the customer, and represent their best interest (which will come naturally because you have a deep desire to help people!!), on an individual and scalable level - we would love to meet you! Ability to work in a North American timezone is essential!!
What you'll be working on
Become an expert on the products and features of the passion.io platform, and stay up to date on recent updates and feature launches.
Consistently deliver stellar customer support by delivering personalized solutions to customers via email/chat support and guiding them through various self-service options.
Achieve CS KPIs in collaboration with other teams.
Assist the Product Support Team Lead with workflows and data for accurate tracking and reporting to different stakeholders.
What you'll bring to the team
Customer obsession: Support SaaS customers on a daily basis using Zendesk email & chat support and social media, by providing excellent customer service at all levels.
Quick learning of new platforms, acquiring functional knowledge quickly
Detail oriented: Process following including bug reports, payments processing operations but also provide insight on how things could be done different/more efficient
Data oriented: provide specific information for escalation
KPI oriented: Accountable for 5 metrics (more can be added): PSAT, First reply time, Tickets per hour, % of solved tickets, QA
You have excellent written and verbal communication skills and the ability to collaborate
You are ambitious and passionate about quality and you set a high standard for yourself and your colleagues and know how to introduce it as a practice
You’re the sort of person that crosses the street to help someone struggling with heavy bags, and then walks 3 blocks out their way to help them home.
You are an extremely structured thinker with a passion for taking action & getting measurable results
You have the Passion for excellence; not satisfied with the status quo and always thinking of ways to improve
You are a passionate learner, motivating yourself and others to stimulate personal growth and development
You love to deeply understand amazing products and customer use cases
Show initiative on prioritization of tasks and finds how to deliver high levels of service at all times
Ability to work in a North American timezone is essential!!
Minimum of 1 year experience in handling carefully curated email and live chat support, preferably in a Tech / SaaS company.
Core understanding of customer experience metrics that matter such as: First contact resolution, outstanding satisfaction scores, proactive care and follow up.
Has experience using CS Support tools such as Zendesk, Slack, Jira etc.
Can convey ideas and thoughts clearly and articulately.
Service-oriented and genuinely enjoys working with different type of customers.
Benefits
What we offer you
🌍 Work from anywhere and full flexibility.
✈️ Bi-annual international gatherings in a cool venue somewhere even cooler. Our last trips brought us to Croatia, Portugal, and Greece.
📈 An autonomous/entrepreneurial work style where your success is measured by results (not time).
🤯 The steepest learning curve you’ve ever experienced including regular career coaching sessions, internal and external training, coaching, and much more. We also support you with attending conferences, taking courses, and purchasing books.
🤝 An open, honest, creative, and results-driven environment where your opinion is highly valued.
💻 Flexible equipment policy with a budget that renews every year.
Co-working policy: If you prefer to work from a co-working space, we'll help pay for it.
🏝 24 days of paid vacation plus 10 days of “Celebration Leave” that allows you to take the holidays off you actually celebrate (instead of the statutory holidays in the country you happen to live in).
👶 Paid parental leave: We offer a generous period of fully paid parental leave.