Junior Customer Support Specialist at Swooped

About Our Client

Our client is a no-code workflow platform startup from San Francisco. They help their customers build, document, automate, and track recurring workflows. Their platform stores knowledge where the action happens, ensuring thorough and error free execution of workflows that global customers run their businesses on. They service over 3k customers around the world, such as Airbnb, Spotify, AstraZeneca, and Accenture, and are VC-backed by Accel, Salesforce, and Atlassian.

The Mission:

To make work fun, fast, and faultless for teams everywhere.

The Culture:

Our client was founded on a strong belief in the work-life benefits of a healthy, collaborative remote culture. They value flexibility because many of their team members are parents, travelers, or just creatives who aren’t inspired by the construct of a mundane 9-to-5. Spread across 9 different time zones, they communicate asynchronously, work autonomously, and take real ownership of their work. They know human connections are what make teams strong, so they regularly do coffee chats, game-playing, story-telling, and more, to build strong relationships.

If you’re entrepreneurial and seek an environment that values impact, ownership, and flexibility we look forward to meeting you!

About The Role

The company is looking for a Customer Support Level 1 Specialist to join the Customer Support & Success team. You will address inbound customer inquiries via phone, email, and live chat. At the hiring company, Customer Support Specialists are the primary line of communication between the organization and its customers. You will get the chance to work with companies ranging from early-stage start-ups to Fortune 500 enterprises from across the globe in pretty much every industry you can think of.

Aside from addressing customer inquiries, Customer Support Specialists perform a critical function in passing customer feedback and challenges to the Engineering, Product, and Executive teams.

Even though the company is a global company, this Customer Support Specialist will work 9am-6pm EST, therefore, we’d like you to be located in Central or South America.

What You’ll Do:

• Respond to email, live chat, and phone inquiries from existing customers and prospects
• Advise customers on the best way to use the software to meet their needs
• Track customer interactions in Salesforce
• Assist prospects during their trial period to ensure they understand the product functionality
• Serve as a conduit for customers to communicate product and feature requests to Product Managers
• Assist the Customer Success Managers in dealing with large customers
• Contribute to the Support Knowledge-base
• Conduct product demos for prospects
• Conduct Onboarding and Account Reviews for existing customers

About You:

• You have experience working directly with customers. At least 1-2 years of experience, preferably in SaaS.
• You’re an excellent communicator. This includes written and verbal English. The team is 100% distributed, and writing is their primary method of communication. But you’ll be chatting with customers live too!
• You pay attention to the details. You know details matter, and you remember that everything you do can improve the customer’s experience in some way.
• You’re obsessed with customer experience. You’re driven by creating an amazing customer experience. Added bonus if you have experience building and maintaining relationships with remote customers.
• You have growth mentality. You have a self-motivated approach to learning and development.
• You love working with technology. The team is building it! This includes both web and mobile applications. Experience with Intercom and Salesforce is a plus!
• Ability to work 9am-6pm EST.

The Benefits:

• Unlimited PTO policy – Most take 3-4 weeks, plus their major holidays, AND a company-wide week off in December.

• Annual company offsite – The team gets together as a whole company annually as well as encourage and sponsor small group meetups so that you can meet your teammates face to face around the world.

• Social time – The team knows human connections are what make teams strong. They regularly do coffee chats, game-playing, story-telling, house tours (only if you’re comfortable), and more to build connections.

• Equity for all full-time roles.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”