You seem composed and at ease. You love interacting with people and being of service to them. Knowing that mishaps do occur occasionally allows you to handle "fires" with poise. Your organization and self-management are excellent. You take advantage of the chance to try new things and don various hats. You take great pleasure in learning.
WHAT YOU WILL DO
You will be helping us full-time with customer support and success. This includes doing things such as:
Prioritizing support tickets and answering them as soon as possible
Hopping on Zoom calls to diagnose problems and educate users
Working directly with Engineering to funnel customer feedback and requests
Analyzing daily usage metrics to better understand users
Taking actionable steps to engage accounts based upon user engagement
Creating Intercom campaigns to engage and educate users
Working closely with Sales to help achieve cross-functional goals (onboarding, training, renewals, etc)
Since you will be the face of our company to customers, you will also:
Update knowledge base and make training videos
Help shape our roadmap based on customer feedback
Regularly update internal company wikis
Our customers are global, but we've noticed that most contact us between 10am-6pm EST (UTC-5).
Requirements
MUST HAVES
1-2+ years of customer support and account management experience
Technical chops (you can learn technical troubleshooting concepts quickly)
Great e-writing skills (you can clearly and cleanly communicate over email, Slack, chat, etc)
High level of organization and self-motivation
BONUS NICE-TO-HAVES
Past remote work experience
Worked at a startup or a SaaS company before
Experience with Salesforce (CRM) and Intercom (or similar tools)
Familiarity with Chrome Extensions
Benefits
WHAT YOU’LL GET
Salary: $45,000 - $50,000 US dollars per year
Freedom to try new things (help people the way you want)
Ability to work fully remote from anywhere in the world
MORE OF WHAT YOU’LL GET
4 weeks paid time off
Work remotely full-time
Be part of a small team doing big things in an independent work environment
$1,500 annual continued learning budget (for books, courses, and self-improvement)
$1,000+ annual travel spending allowance (money to spend during your vacation)
Benefits (health, dental, etc) through our company HSA (for people living in Canada)
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