Customer Success, Support and Sales Jack-of-all-trades needed for hyper-growth startup

Posted by - Bi Tao at Jun 24, 2022
Babil, Iraq

Toogit Instant Connect Enabled
BudgetTypeStatusValid Through
$11.76HOURLYOpenJul 24, 2022

Job Description

We're looking for someone savvy to lead our support and customer onboarding at Waitwhile and join our tiny (but mighty) crew

With Waitwhile we're on a mission to eliminate the 40 Billion hours that people spend waiting in lines every year - at the DMV, brunch, post office, at Disneyland, event venues you name it.

Waitwhile is a cloud-based waitlist with super powers that keep the guest informed about their place in line so they can go do something more fun while waiting. We're growing dramatically (tripled our revenues in 2018) and the product is used by IKEA, Louis Vuitton, Tiffany's, US Department of Energy, Balenciaga, Wynn Hotels, Mercedes-Benz along with 5000+ smaller businesses.

We're a tiny team of 3 and right now it's myself (the CEO) that mans up our chat support on Intercom and I do 5-10 demo sessions with new customers every week. We don't do any outbound sales, it's all inbound.

We're looking for a savvy jack-of-all-trades person who can do these things extremely well:

- Learn absolutely everything about the Waitwhile solution - and about the queue management space in general.
- Respond to all incoming chat support questions via Intercom in a friendly and helpful way (about 30-60 per day)
- Help new customers get started with Waitwhile (via video chat demos and proactive chat messages on Intercom) and follow up to ensure they're successful.
- Do great product demos for prospective customers that are asking to learn more about Waitwhile. We DON'T expect you to find new leads and prospects (although it never hurts if you do) but only to show how Waitwhile works for INBOUND leads that are asking for it :)
- (Bonus) Write help center articles for commonly asked questions for our help center
- (Bonus) Record video tutorials of how Waitwhile works and common use-cases
- (Bonus) Set up a better CRM for us (e.g. Pipedrive) as we're currently using Intercom only for sales and it's not the best.
- (Bonus) Set up a more systematic sales process as we're currently only winging it for leads that reach out to us for help :)

Tools we'd like you to be comfortable using:
- Chat support software (e.g. Intercom, Zendesk, Drift etc.)
- Support ticket system (e.g. Intercom, Zendesk etc.)
- CRM (e.g. Salesforce, Pipedrive etc.)
- G-Suite / Google Drive (e.g. Google Spreadsheets, Google Docs etc.)

As a small startup where things change every day and more things to do than hours in the day, we need you to be a total self-starter and be ready to take care of whatever needs taking care of. Big and small, fun and mundane.

Skills & Expertise Required

Chat Support Content Writing CRM Customer Retention Customer Service 

Offer to work on this project closes in 24 days!

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