Description:

Job Title: Customer Support Specialist

We’re seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide. This role would require you to work between the hours of 12pm-8pm EST.

We’re specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you are high on emotional intelligence, love learning new technology, great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you. You’ll join a small, tight-knit, and highly committed 17-person (and growing!) team that is passionate about helping customers reach their business goals, and passionate about growing our product. Like our customers, our team is global, and we enjoy a fully remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations and Zoom meetings, as well as shared projects and exciting initiatives to work on.

What you’ll do

• Deliver best-in-class live chat customer support in a timely manner

• Use expert problem-solving ability and resourcefulness to provide our users with the answers they need

• Apply critical thinking to troubleshoot technical issues

• Collaborate with Product and Engineering teams to resolve issues/bugs

• Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon

• Ensure customers are well-supported and educated at every interaction

• Provide professional and friendly insights to customers when solving their problems

• Contribute to the success of our department by suggesting improvements to our processes and our product

• Think outside the box when it comes to solutions and understanding what the customer needs, taking a proactive approach while reassuring customers at every step of the way

• You have a couple years in a similar customer support role for a SaaS (Bonus if B2B)
• You have experience in a live-chat support environment

• You have advanced written communication skills

• You’ve got high emotional intelligence, with the ability to read and reflect back the sentiment of your audience

• You have excellent rapport-building ability with both customers and teammates

• You’ve got a proven track record of meeting or exceeding common customer support metrics

• You have the ability to multitask and handle multiple customer inquiries simultaneously

• You’re strong at problem-solving and you have the ability to think critically when addressing tasks

• You have the ability to show empathy, tactfulness, and diplomacy when interacting with others

• If you have experience with SEO and/or digital marketing, this would be an asset

• Familiarity with SaaS platforms and related technologies