Customer Advocate

The reason behind the role... In this dynamic role, you’ll be at the forefront of our customers’ success, ensuring that our clients not only get the answers they need but also feel empowered to make the most of our products. As a member of our Customer Support team, you'll have the opportunity to work directly with our customers, making every interaction count. If you're passionate about technology and thrive in a fast-paced environment, this is the perfect opportunity for you to grow and make a meaningful impact. Join us and be the friendly expert our clients rely on to unlock their full potential!

Location: Remote!

In this role, you will...

• Respond promptly and professionally to customer inquiries via email, phone, live chat, and other communication channels.
• Assist customers with product-related questions, technical issues, and troubleshooting, providing clear and concise instructions and solutions.
• Contribute to the development of customer support resources, such as knowledge base articles, FAQs, and tutorials to empower customers to self-serve and mentor new team members.
• Develop deep knowledge of the products & integrations and industries we serve to become a resource to customers and other internal teams.
• Uphold company policies and procedures while delivering exceptional customer service, ensuring fast response times and great customer satisfaction and retention.
• Accurately document relevant information from interactions with clients and maintain data hygiene throughout daily correspondence.

Does this sound like you? 

• 2+ years of experience in customer support, preferably in a B2B SaaS or technology company.
• Post secondary education in business administration or IT related field.
• Strong communication skills, both written and verbal, with the ability to articulate technical concepts clearly and effectively.
• Excellent problem-solving skills and the ability to think critically and analytically.
• Demonstrated ability to work effectively in a fast-paced environment.
• A passion for customer service and a commitment to exceeding customer expectations.
• Ability to work independently and as a part of a team, with a positive attitude and strong interpersonal skills.

A few ways to stand out, but not required...

• Troubleshooting and working with Zapier integrations.
• Ability to communicate in Spanish or French.
• Experience in using tools like Salesforce and Zendesk.
• Any QuickBooks related working knowledge.
• Experience supporting cloud hosted software.