Job Description:
• Respond to email, live chat, and phone inquiries from existing customers and prospects
• Advise customers on the best way to use the software to meet their needs
• Track customer interactions in Salesforce
• Assist prospects during their trial period to ensure they understand the product functionality
• Serve as a conduit for customers to communicate product and feature requests to Product Managers
• Assist our Customer Success Managers in dealing with large customers
• Contribute to the Support Knowledge-base
• Conduct product demos for prospects
• Conduct Onboarding and Account Reviews for existing customers
Requirements:
• You have experience working directly with customers. At least 1-2 years of experience, preferably in SaaS.
• You’re an excellent communicator. This includes written and verbal English. We’re a 100% distributed team, and writing is our primary method of communication. But you’ll be chatting with customers live too!
• You pay attention to the details. You know details matter, and you remember that everything you do can improve the customer’s experience in some way.
• You’re obsessed with customer experience. You’re driven by creating an amazing customer experience. Added bonus if you have experience building and maintaining relationships with remote customers.
• You have a growth mentality. You have a self-motivated approach to learning and development.
• You love working with technology. We’re building it! This includes both web and mobile applications. Experience with Intercom and Salesforce is a plus!
• You are available to work 8am-5pm UTC+8.
Benefits:
• Unlimited PTO policy – Most take 3-4 weeks, plus their major holidays, AND a company-wide week off in December.
• Company offsite – We get together as a whole company to celebrate company milestones as well as encourage and sponsor small group meetups so that you can meet your teammates face-to-face around the world.
• Social time – We know human connections are what make teams strong. We regularly do coffee chats, game-playing, story-telling, house tours (only if you're comfortable), and more to build connections.
• Equity for all full-time roles.
• Generous health insurance – for US employees and their families, including dental and vision plans.