What You'll Do:
- Respond to high volume of customer-submitted email requests, live chats and phone calls in a prompt manner
- Troubleshoot and guide customers through website and mobile app usage
- Stay up to date on new product features and improvements
- Create and update user guides, FAQs, How-To videos and Webinars
- Identify and communicate system issues to our QA and Development teams
- Meet customer satisfaction, efficiency metrics and issue resolution targets
- Recognize, document and report trends in customer communications and quality metrics
- Collaborate with team members across Account Management, Product, and Engineering functions
- Bachelor's degree
- 2+ years of SaaS customer service or call center experience preferred
- Must be able to speak/write fluently in French and English
- Stellar organization skills - nothing slips by you or falls through the cracks
- Live chat experience a plus
- Service Cloud experience a plus
- Strong computer and troubleshooting skills
- Basic knowledge of JIRA, HTML, CSS, Excel and SQL is a plus
- Strong reading comprehension skills with the ability to identify the root cause of a problem
- Customer-facing experience desired (retail, hospitality, online support, etc.)
- Access to Market Weeks to see the product in action
- Collaborate with our teams in NY, LA, London, Madrid, Melbourne, Milan, Paris and Philadelphia
- Need a break? Generous “My Time” policy - We want you at your best!
- Regular social events, including happy hours, lunch & learns, company offsites, meetups and speaker series
- Transparency into the state of our business via monthly all-hands meetings, showcasing the company’s performance in relation to revenue and growth.
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