About the Role

Are you kind of a geek, with some coding skills that surprise people at parties? Are you great at explaining technical things in a simple way? Do you enjoy helping people out and solving unique problems? Are you self-motivated, driven, and ambitious? If so, it’s time we talked. Typeform makes beautiful, next-generation online forms. And we’re growing fast. We’re looking for passionate and self-motivated Customer Advocates to join our team remote team based in the US.

Your responsibilities will include:

  • Respond to general and technical user inquiries via email, instant chat, and social media channels. (Other channels, such as Skype and phone, might be needed in the future.)
  • Develop and maintain long-term relationships with people who use Typeform
  • Be a Typeform guru. Train, guide, and inspire users to get the most out of our platform
  • Troubleshoot and report issues in the platform to the Dev team, help prioritize them, and craft alternative solutions or workarounds for premium users
  • Follow best practices in data collection, tagging, and tracking
  • Delight our customers with the best quality answers aiming at pushing the high level standards of customer satisfaction
  • Be a team player and constantly provide feedback about new feature requests, pain points, etc
  • Work closely with other teams such as marketing, product, and engineering to provide the best service and help us grow
  • Help out with other duties in the Customer Success team such as contributing to department level OKR’s

About you

What we are looking for:

  • You are based in the US
  • Experience working in customer facing roles in the software industry
  • Good Knowledge of HTML and CSS
  • Ability to troubleshoot basic issues using in-browser developer tools (Mostly Chrome)
  • Strong communication skills, and fluency in verbal and written English
  • Ability to diagnose and solve problems with varying complexity, focusing on the customer’s needs
  • Organized, self-motivated, and detail-oriented
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Team player with demonstrated ability to execute across a cross-functional team
  • Schedule flexibility. Availability to work on weekends or bank holidays would be a plus
  • Demonstrated ability to show empathy and take ownership of customer queries

These would be great:

  • You have 1+ years of experience in Tech Support, preferably supporting Web Applications.
  • You have some basic understanding of JavaScript and/or one of this languages (PHP, NodeJS, Ruby, GO).
  • You know how to use restful APIs and understand how they work.
  • You’re familiar with Google Analytics, Facebook Pixel and other tracking tools
  • You’ve worked in SaaS or tech startup
  • You’re familiar with Incident Management Processes.
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