TRUSTRADIUS CUSTOMER SUPPORT AND OPERATIONS SPECIALIST (REMOTE APPLICANTS WELCOME!)

TRUSTRADIUS is the most trusted review site for business technology, serving both buyers and vendors. We help buyers make better product decisions based on unbiased and insightful reviews. We also help vendors leverage the voice of their customers in their own sales and marketing channels via in-depth reviews, boosting demand and accelerating the buying cycle.

TRUSTRADIUS is growing quickly, and the Customer Success Operations team is leading the way. This is an ideal position for an organized and smart self-starter who enjoys technology, is enthusiastic about working in a fast-paced, start-up environment, is committed to delivering an exceptional customer experience, and believes authentic user reviews can be transformative for the B2B tech companies who embrace them. WHAT WE NEED...

The Customer Support & Operations Specialist plays a critical role by ensuring the ongoing success of customers leveraging the TrustRadius platform. This is achieved by understanding customer business goals, knowing the ins and outs of the TrustRadius platform, and assisting customers and customer success teams in providing the knowledge necessary for customers to be successful. This role will own a portfolio of customers, and as one of the most common touchpoints after implementation, is vital in driving ongoing customer success and value.  This role will also assist with various operations projects that keep our Customer Success department functioning smoothly and efficiently.  

WHAT YOU'LL DO...

• Manage a Queue of Customer Requests.  Own and respond to customer requests in a timely manner via direct knowledge or by involving appropriate team members to assist in providing the best customer care.
• Prescriptively Guide Customers Through Best Practices.  Understand customer objectives, and how TrustRadius' platform helps customers achieve those objectives, and be prescriptive in providing the best answers for customers to achieve those objectives. 
• Collaborate with CS Implementation Managers, CSMs, & Sales.  Work closely with the CS Implementation team to understand what new customers are looking for and how they are being set up.  Work with Customer Success Managers and Sales to ensure customers and their CS teams have everything they need for success.
• Track and Maintain Client Records.  Record and maintain necessary customer information in internal databases/tools.
• _Act as a Contributing Member of Customer Success Operations Team & Assist with CS Ops Projects. _ Work within the Customer Success Operations team to accomplish operations initiatives and to provide support to customers and Customer Success Managers, as well as assist with implementing and maintaining systems of support.
• _Provide Excellent Service. _ When there's a problem, solve it.  When you promise something, deliver it.  We have a strong customer engagement model in place – you'll work closely with the rest of the team to deliver on it.
• Continuous Learning.  Evolve the use of tech reviews in B2B marketing and sales programs via a combination of experimentation, collaboration, and voracious reading of industry publications.

WHAT YOU'LL NEED...

• 1+ years in a client facing role, demonstrate experience managing a technical customer relationship 
• 1+ years of relevant experience in a startup or SaaS business
• 1+ years of experience in a support function with dedication processes and tools like ticketing systems and knowledge bases
• Be detail-oriented, organized and able to juggle multiple projects simultaneously under tight deadlines
• Be able to work with customers, solve customer problems and help customers through their journey
• Be willing to become a TRUSTRADIUS product expert
• Be proactive and have the ability to work independently/efficiently and to thrive in a fast-paced environment.
• Have a strong understanding of technology and integrations between different systems
• Have excellent communications skills (written and verbal) & a professional presence
• Have excellent PowerPoint and advanced Excel skills (formulas/pivot tables)
• Be confident learning new tools and technologies 
• Be excited to support a growing department
• Have a positive, get it done attitude
• Familiarity with Freshdesk (preferred)
• Prior experience at a marketing agency or in a customer success role (preferred)

ADDITIONAL INFORMATION

• Compensation will be competitive and commensurate with experience, including equity in an early-stage startup backed by top-tier VCs.
• TRUSTRADIUS is an Equal Opportunity Employer/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.