We're looking for a tech-saavy person to lead our customer success & support to help us create amazing experiences for our new and existing customers.
WHO WE'RE LOOKING FOR
Customer Focused: You realize you're in the people business and fight FOR your customers, not against them.
Grammar, spelling, formatting, style, flow, typos … you see it all and know just how to fix it. No piece of content leaves your desk until you’re certain there are no mistakes.
Coachable. This means you’re open to new ideas and new ways of doing things. You’re able to not agree with something, but still try it on, openly and honestly, to see if it works.
You don’t take feedback personally and are open to self-improvement—you want to be better, do better, and do it more. And you know that there is always some discomfort in growth and you can get comfortable with the uncomfortability of being pushed outside your comfort zone. ‘Cause nothing transforms inside it.
The status quo is below you. You're the type of person who goes above and beyond what's asked. And it's easy for you.
You see a bottleneck and design a better, more efficient way of doing things. You lean towards creating processes for doing things better, faster, easier. If there's an easier way to do something, you create it and are resourceful enough to get it done without the need for help. SOP's are your jam. Repetitive tasks for you are to be systemized.
WHAT YOU'LL DO
On-boarding new customers:
When a new customer signs up, you’ll be responsible for reaching out to them and making sure you answer their questions and get value out of the product quickly. You'll also be setting up 1-on-1 demos to share Call Loop with the customer and help solve the issues they have.
Customer support and communication:
You’ll be the main person that our customers go to with questions, concerns, and issues. You’ll help troubleshoot and solve issues. You’ll also provide updates and send requests for information. Technical savviness and product knowledge is key to helping the customers. If you’re unable to solve a problem, you’re responsible for coordinating with a team member who can and staying in communication with the customer until resolution is achieved.
Create reports and analyze metrics for trends and problem areas and recommend mitigation to support leadership
Participate in process improvement planning like a boss.
Full Time - 40 hours a week, normal business hours in your timezone (You must be available to train during normal business hours in the Eastern time zone)
Skills & Expertise RequiredCustomer Support
Project closed for bidding!
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