Customer Support - North America CT/MT (100% Remote)

Tech Talent South

Hiring Customer Support to provide an excellent service experience to customers.

  • Remote-first company
  • Small team doing great things
  • Awesome benefits and company retreats
ABOUT OUR HIRING PARTNER

They're building the sales communication platform of the future. With roots as the very first sales CRM to include built-in calling, they're leading the industry toward eliminating manual processes and helping companies to close more deals - faster. 

Since their founding in 2013, they've grown to become a profitable, 100% globally distributed team of 43 high-performing, happy people that are dedicated to building a product that customers love.

They are hiring Customer Support to help them provide an excellent service experience to their customers. Join a team that has been working remotely for 6+ years. 

ABOUT THE ROLE

In this Customer Support role, you will be responsible for handling support inquiries during US business hours. You will be reporting to the Manager of Customer Support. Their "support stack" includes Help Scout, Sift, Stripe, Twilio, Plivo, Guru and Asana.

This role requires a high level of independence and immediate responsibility. Main focus is the support ticket queue, however you will also be responsible for leading individual projects/initiatives outside of the queue as the need arises.

You’re comfortable working in a fast-paced remote environment with a small and talented team where you're supported in your efforts to grow professionally. You are able to manage your time well, communicate effectively and collaborate in a fully distributed environment. 

You are someone that has a healthy sense of curiosity who enjoys taking things apart and putting them back together.
 
Requirements
    • 2 years direct support experience working in a SaaS environment
    • Physically based in the CT or MT time zones
    • High-level of proficiency in the English language, both written and verbal
    • Experience working in a remote capacity 
Nice to haves
    • Technical/coding experience (This includes VoIP, email, network management, APIs, etc)
    • Deep knowledge of SaaS + CRM landscape (Experienced user of other sales platforms, or programs frequently integrated with this hiring partner) 
Key Responsibilities
    • Respond to customer support tickets and take support calls during CT/MT business hours
    • Escalating issues to senior support staff and engineering as needed
    • Fraud prevention/detection
    • Billing reconciliation 
    • Writing bug reports
    • Coordinating with Success to provide extra support to large customers
    • Maintaining help center documentation and creating content for new/updated features  
WHY WORK HERE?
    • Culture video ❤️ 
    • Story and team ��
    • 100% remote-first team for over 6 years (they believe in trust and autonomy)
    • 2 x annual team retreats ✈️When they start traveling again ;)  (Lisbon retreat video)
    • Competitive salary
    • 7 weeks PTO (includes company-wide winter holiday break)
    • 1 month paid sabbatical after 5 years
    • Parental leave (10 wks primary caregiver / 4 wks secondary caregiver)
    • 99% premiums paid for excellent medical and dental coverage, including an HSA option (US residents)
    • 401k matching at 4% (US residents)
    • Dependent care FSA (US residents) 
They are a small team doing great things - every role is critical to the success of this company. People that are most successful have a resourceful, “doer” approach and mentality. They focus on productivity, impact and quality of work. They're looking for team members that genuinely understand the nature of being part of a small team that operates in a bootstrapped / start-up-like environment.
 
Here, everyone has a voice. They encourage transparency and practicing a mature approach to the work-place. In general, they don’t have strict policies, they have guidelines. Life-work harmony is an important part of this organization - they believe you bring your best to work when you practice self-care (whatever that looks like for you).
 
They come from 12 countries and 16 states; a collection of talented humans rich in diverse backgrounds, lifestyles, and cultures. Twice a year they meet up somewhere around the world to spend time with one another (however they're opting for quarterly virtual summits during 2021). They see these retreats as an opportunity to strengthen the social fiber of their community. This team is growing in more ways than one - they've recently launched 14 babies (and counting!).
 
Unanimously, their favorite and most impactful value is “Build a house you want to live in.” They strive to make decisions that are authentic for their organization. They have a high care factor for one another, in making an awesome product and championing the success of their customers.