Our Platform Customer Success Associates play a key role at the intersection of our Product and Engineering teams to ensure that Sure’s enterprise clients experience Sure’s excellent customer care. As a Customer Success Associate, you are on the front lines interacting with Sure’s enterprise clients via email and chat to resolve their issues and requests. You will also collaborate with relevant internal teams (Engineering, QA, Product) to complete the support requests including ticket documentation, management of escalations, and clearly communicated resolution of customer needs.

What you’ll be doing:

    • Provide support for client’s technical and product issues
    • Communicate with clients over a support system, email and communicate with relevant internal teams about issues and requests
    • Be available and respond per service level agreements (SLA)
    • Ensure clients have a good experience interacting with us when in need of assistance
    • Be a liaison between our clients and product team to provide ongoing feedback
    • Escalate issues to the technical team as needed
    • Prepare support reports by collecting, analyzing, and summarizing support tickets and requests
    • Partner with the QA team to help them identify linked issues across clients
    • Maintain a positive, empathetic, and professional attitude toward customers at all times
    • Knowing our products inside and out so that you can answer questions
    • Provide feedback on the efficiency of the customer service process
    • Ensure customer satisfaction and provide professional customer support

What we’re looking for:

    • Bachelors Degree
    • Positive attitude, willingness to learn, and the desire to be part of a company changing an industry
    • Customer-facing experience in a support setting
    • Ability to stay calm when customers are stressed or upset
    • Excellent English communication skills, both verbal and written
    • Self-directed and self-motivated individuals comfortable working with diverse teams
Sure offers employees benefits including: unlimited PTO, a variety of medical, dental and vision insurance plans covered at 80%, 401k plan, equity, employee assistance program, generous parental leave, home office stipend, an annual company retreat, and so much more!
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