As the primary point of contact between our company and our customers, the role of Customer Success Specialist is truly vital. We're looking for an amazing person who can provide thoughtful, empathetic, and technically sound support and advice to our customers, whether they are just starting out, have encountered a problem, or just want to provide feedback. This role requires a mix of tech savvy, writing talent, and communication skills, and the ability to easily convey technical information to a general audience.

This is a remote, work-from-home job. We'd prefer someone in the Seattle area, but are open to any exceptional U.S.-based candidate. 

RESPONSIBILITIES

• Respond to customer queries in a timely and accurate way via our help desk software
• Identify customer needs and help customers use specific features
• Analyze and report product bugs and malfunctions
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer feedback on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams

REQUIREMENTS

• Experience as a Customer Support Specialist or similar CS role
• Experience using a help desk platform, such as Intercom or Zendesk
• Excellent, native-level command of English, with superb writing skills
• Technical chops, with the ability to quickly understand and problem solve technical issues
• Bachelor's degree
• Generally a nice person :)

BENEFITS

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Work From Home