Customer Support Representative

We are seeking an exceptional individual who is passionate about delivering an outstanding customer experience with our product. This role offers a unique opportunity to work across various functions, including customer support, product testing, and troubleshooting. As a company, we prioritize effective communication and expect you to manage multiple communication channels, such as email, chat, and occasionally phone calls. If you enjoy assisting customers, possess excellent writing skills, and have a genuine interest in creating visually appealing work documents like presentations, you’ll be a perfect fit for this role.

What you will be doing:

• Respond to customer requests via ZenDesk (our ticketing system), identifying, researching, and communicating appropriate options for resolution in a timely manner
• Create reusable responses when possible, and author customer facing FAQs.
• Inform customers about services available and assesses customer needs
• Develop and maintain deep expertise in our product, as well as the underlying best practices that drive it.
• Responsible for the timely reporting, escalation, and resolution of day-to-day operational problems
• Monitor various communication streams, direct and indirect, through all channels including email, live chat, and online ticket portal submissions.

What we expect from you:

• 2-3 years of experience in a customer support role within the SaaS or startup space
• 1-3 years of experience with Zendesk or similar technologies
• 1-3 years of experience with Stripe or similar technologies
• Excellent communications skills – both verbal and written
• Able to empathize with customers and let them know you genuinely care about their issues; High ‘EQ’
• You’re able to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• You have an ability to explain complex issues in beautifully simple terms
• You’re a team player that can follow and lead as situations dictate
• Fluency in languages other than English a plus

You are an ideal candidate if:

• You love talking to people and building relationships with your customers
• You like engaging with customers and want to help them succeed with empathy
• You love to dig into the details of problems
• You enjoy the fast-paced startup environment
• You like celebrating successes and accomplishments
• You have flexibility in your schedule

Benefits:

• Flexible vacation policy and a fully remote work policy
• 100% Medical/Dental/Vision insurance covered for the employee / 60%-65% covered for dependents
• Comprehensive 401K program
• FSA and Commuter Benefits
• Competitive Equity with a 4 year vesting schedule
• Life / AD&D and Disability Coverage
• Parental leave for birthing or non-birthing parents – specific to each state / 60% coverage under company secondary insurance for birthing parent