Customer Support Specialist (Remote)

Customer Support Specialist (Remote)

Department: Customer Support

Employment Type: Full Time

Location: Remote

Compensation: $50,000 / year

Description
We are on a journey to help the next million creators, publishers, and companies scale and monetize their audiences. beehiiv is already home to tens of thousands of the most popular newsletters worldwide. We hit $1M ARR in January 2023, surpassed $7M ARR in January 2024, and are on track to reach $40M by the end of 2025

This is an incredible opportunity to join a hyper-growth company as one of our Customer Support Specialists. This is a customer-facing role requiring relationship management skills and technical knowledge. You will work with business leaders to understand their needs and map beehiiv’s solutions to their goals. As a Customer Support Specialist, you will work with the customer throughout their entire lifecycle: from onboarding to ongoing support to renewal, while coordinating with internal teams to provide the best support possible.

The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills. We respect each other as individuals and know work is just one part of life; we want you to have the flexibility and support you need to achieve fulfillment in your personal and professional lives. Ideally, this candidate is based on the U.S. East Coast.

Ideally, you will have:
• 2+ years of working in a similar support role
• Prior experience working with Zendesk and other support tools
• Excellent customer relationship management skills
• Solid communication, listening, and writing skills
• Ability to problem solve and resolve client issues
• Strong organization skills: able to work independently with little direction when necessary
• Genuine excitement about scaling a nascent platform
• An ownership mentality
• Experience working at an email platform is a huge plus

What you will be responsible for
• Act as the main point of contact for any customer escalations to drive resolution in a timely, proactive manner
• Be available to work nights, weekends, and holidays – ideally, we have someone who can work one day on the weekend
• Become the customer advocate to drive cross-functional projects and initiatives across Sales, Product and Support
• Work diligently to unblock and assist users to achieve their desired outcome
• Create and build thorough documentation and processes to assist both users and improve internal processes
• Contribute towards building a world-class support team

Why beehiiv?
Bias towards action
Our first impulse is to act. We don’t get bogged down in unnecessary processes or bullsh**t. Perfection is the enemy of progress.

Ownership mentality
This company is ours. We go the extra mile because that’s what owners do. Every day, people step up to take on tasks outside of their responsibilities and do whatever it takes for us to succeed.

Building is in our DNA
We are obsessed with improving every aspect of our platform (and ourselves). Whether it’s our product, support, or partnerships, we never stop working to improve it.

We answer to our users
Nothing matters more than serving our users. If our users fail, we fail.

Ego comes second, but winning comes first
We put our egos aside to work collaboratively and build something special. It doesn’t matter who’s idea or who’s vision, we’re here to create the best outcome. We’re here to win.

We’ll take care of you
• Competitive salary
• Stock Options
• Health, Dental, and Vision Insurance
• 401(k) employer match
• Unlimited PTO (mandatory 10 days per year minimum)
• Annual in-person team retreat
• Unlimited book budget
• Two deep-focus days without meetings
• Wellness day each month (every third Friday)