We have a fantastic opportunity for you as a Customer Success Specialist reporting to our CEO and Founder.

ABOUT US

At Candidately, we are building the digital storefront for staffing and recruiting teams.

Candidately simplifies the process of sharing candidate resumes between staffing firms and their clients. Instead of relying on email attachments, Candidately offers a collaborative space where staffing firms can submit their top candidates, receive prompt client feedback, track client activity on candidate profiles, and increase the number of successful placements.

WORK WITH A WORLD-CLASS FOUNDING TEAM, INVESTORS, AND ADVISORS

• The founders have a history of working together and possess complementary product development, design, and sales skills.
• Having built and sold an HR Tech product to one of the largest staffing companies in North America, the founding team possesses a distinctive perspective on the staffing industry.
• Our vision is backed by a group of 30+ remarkable investors and advisors, a fully remote team of ten based across the world in Austria, Poland, South Africa, Brazil, and India, as well as renowned venture capital firms such as Bullhorn Ventures, Y Combinator, Youtube co-founder Jawed Karim, Speedinvest, and Beenext.

WE'RE AT A MAGIC MOMENT

• With a small team and customers in the US, Canada, UK, Australia, Germany, Austria, Switzerland, and the Netherlands, we're swinging for the fences to build a legendary company.
• You'll be pivotal to scaling the company with us and will experience working with the founders and founding engineers.
• We're looking for a Customer Success Specialist for North America to join our team and be part of our next growth phase.
• Reporting to our Founders, you'll be responsible for working with customers to drive active user support and user adoption in the North American region.

THE ROLE

Reporting to our Founders, you will be responsible for working with customers to drive active user support user adoption. You will be responsible for reviewing and setting up customer accounts, conducting kick-off calls with users, providing user training, and ensuring product adoption. You will also be responsible for ongoing support, handling feature requests, and upselling customers.

WHAT YOU WILL DO:

• Maintain an overview of our paying customers and identify areas to support customers with product adaption.
• Conduct onboarding calls and user training with net new customers.
• Monitor customer metrics to gain insight into account health and proactively drive value conversations with customers.
• Identifying areas of opportunity to improve adoption, usage, and engagement by creating better onboarding journeys and providing training material to new users.
• Manage customer support requests via Intercom.
• Create training and support materials using Intercom, such as how-to videos, help center articles, and product tours.
• Host regular live training webinars that new users can join.
• Collect reviews from the most active users for our G2 page.
• Create customer success stories and case studies to be featured on our website and social media channels.
• Collect customer feature requests and pass feedback to the product team using Productboard.
• Announce new feature launches via Beamer and Intercom and prepare content to be hosted on our blog.
• Collect NPS scores from customers to sense if someone is unhappy actively.
• Conduct weekly calls with the team and prepare an update on your progress.

TOOLS YOU WILL BE USING

Hubspot, Intercom, Dock, Slack, Productboard, Loom or Tella, Sendgrid, Github, Webflow, Notion, Zendesk, Fathom, Arcade or Storylane, SaaSframe, G2, Beamer, Delighted, Streamyard, Superhuman, Asana, Looker, Youtube + tools you choose that make an impact.

ABOUT YOU

• You have 2+ years in a client-facing role, managing a portfolio of customers. Ideally, for a B2B SaaS company.
• You have experience using customer support tools.
• You have excellent problem-solving skills, a track record of identifying issues, solving them quickly and well, and knowing when to rely on internal resources to assist.
• You feel comfortable recording training videos.
• You can build rapport with clients and internal partners across all levels of the organization.
• You take strong initiative and have the ability to work in a self-directed environment with a 'can do' attitude and growth mindset.
• You have experience or would enjoy working in a smaller company environment, ideally with expertise reporting to a founding CEO.
• You're process-oriented and excited about solving problems, finding creative solutions, and helping improve business processes as we grow.
• You have experience working in fully remote teams and possess the ability to manage your time wisely.
• You have excellent attention to detail! With exceptional written and verbal communication skills in English.
• You don't use the term “That doesn't work.”
• (Optional) Hands-on experience in the US staffing industry working either for a staffing firm, a software supplier to the staffing industry (example: Bullhorn), or a job board (example: Dice, Careerbuilder).

We can't wait to hear from you and see how you can help us grow our business.

COMPENSATION

• Competitive salary, stock options, and benefits

OUR STANCE

• We are anti-racist and fully support all genders. We love that everybody loves differently. And will make your life as easy as possible. No matter your cultural or religious needs.
• We don't look for traditionally successful CVs. We don't rely on standard judging measures to build a unique environment.

OUR BENEFITS

•  WORK REMOTELY: We believe in folks working where they are happiest and most productive. For this role, you would ideally be in a timezone covering the North American region, as it requires live customer interaction during demos (EST / PST business hours).
•  HEALTH INSURANCE: We offer all our team members health insurance.
•  FITNESS ALLOWANCE: We will pay for your gym membership, yoga studio membership, or whatever activity you do to stay healthy.
•  HOME OFFICE SETUP + HARDWARE/SOFTWARE COVERAGE: Get a laptop, and whatever hardware, software, or services you need are reasonable for your job.
• ⛺ MINIMUM VACATION: At least 15 days. Let us know if you need a break, and we will make it happen.
• ✈ RETREATS: When we can, we meet in person for company get-togethers at least once per year.
•  MAKE A BIG DIFFERENCE AND GROW WITH US: Work directly with company founders in a small, flexible team.

At Candidately, we're an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other applicable legally protected characteristics.