Customer Success Specialist

DESCRIPTION

We’re looking for someone with customer support experience to lead customer success here at Punchpass. With thousands of users around the globe, we get lots of questions about Punchpass. Your job will be to answer them and look for ways to help customers succeed with Punchpass right from the start. This will range from answering messages in Intercom (the app we use for all customer communication), improving our support documentation, customer onboarding phone calls, demos, guides, and anything else that will help our customers get set up and successful using Punchpass. You’ll also convey customer concerns back to our tech team by tracking user feedback and escalating software issues as necessary.
Punchpass is still a very small company – everyone does support and you won’t be alone. Excellent customer service is something we are known for, so you will be joining a team that believes in high standards and believes in helping small businesses grow.
We are looking for someone with experience in customer support (preferably online but not a requirement), who is comfortable with technology, and is looking for a challenging but rewarding place to work. There is a lot of room to grow with Punchpass, you won’t be limited in terms of your responsibility. Writing is important to us – the majority of our communication with customers, and with each other, is written.
REQUIREMENTS
The primary role of this job is to ensure that customers achieve success in understanding and using Punchpass.
We’d love to hear from you if you:
  • Have previous experience with customer support and troubleshooting.
  • Have technical know-how and great problem solving abilities.
  • Are comfortable speaking to small business owners, via phone, email, and online chat.
  • Are an analytical thinker, and you pay attention to detail.
  • Excel at understanding complex topics and explaining them to others in a clear, concise manner, both written and verbal [English].
  • Get enjoyment from helping people. We encourage casual and friendly conversations with our customers.
  • Bring a strong sense of team spirit and ownership.
  • Are proactive and resourceful. You work on your own initiative, and you find answers to questions yourself.
  • Possess curiosity and a desire to dig into root causes.
  • Are eager to learn and improve upon your own skills.
  • Have an overall drive for excellence.
Bonus points if you have experience selling or training.
Must reside in U.S., Canada, or Western Europe

BENEFITS

  • Flexible work hours
  • Work from anywhere
  • Company-sponsored 401k plan with matching contributions
  • We’re a small team with a product our customers love. You can make a big impact 🙂

WANTED: Tech-Savvy Customer Support Detective with Problem-Solving Skills

Do you like being asked a question you’re not sure how to answer and using your Google-fu skills to figure it out? Are you excited by the idea of helping people by setting up workflows and automation that make things more efficient for our support team and our marketing team — and ultimately our customers? Do you consistently deliver positive energy? Can you work quickly and efficiently through many emails a day without getting overwhelmed or letting someone else’s energy dictate yours? Are you dogged with follow-through? Are you interested in making an impact in women’s lives by making dealing with our company an incredible experience for them?
Well, then, you might be the Customer Support Detective we’re looking for!
We know frontline team members make the magic happen! Our customer support team is the bedrock of our 60-day 100% satisfaction guarantee. They are responsible for keeping the promises we’ve made to customers and making sure our ladies get everything they need to be successful with our suite of programs.
This is a critical role on our team that requires a unique type of person. We’re looking for a very special dual skill set: tech savviness and comfort with learning and setting up systems alongside a focus on delivering an amazing customer experience, every time. We need to be able to trust your ability to create beautiful one-on-one experiences and connect personally with customers even though you’re communicating digitally and you may be managing hundreds of emails at a time. We’re looking for someone who is also excited to figure out tricky workflows and the challenging aspects of data integration and organization – someone who is unflappable but energetic.
Qualities of our Support Detective include:
– Prior experience using Zoho (highly preferred) or comparable CRM or marketing automation software is required
– Knowledge of workflows and automation from a customer experience perspective
– Ability to remain calm and polite and deliver warm, friendly energy even with frustrated customers
– Independent, self-starter attitude
– Incredible dogged follow-through when problem-solving, even when getting pushback from other team members; you’re always focused on getting it right for the customer
– If you didn’t know what Google-fu is before, you do now
– Prior experience as a freelancer and/or on a remote team preferred
Responsibilities include:
– Assisting in our migration from Help Scout over to Zoho Desk & Zoho CRM – this includes helping us set up our CRM, workflows, data organization, training, and more!
– Answering customer emails in Zoho Desk, helping customers get and use everything they purchased (no advice giving)
– Issuing refunds
– Raising more difficult technical issues with our developers and other kinds of issues to other team members
– Helping us figure out how to deliver a more consistently wonderful customer experience; if you find a way we can improve, we WANT you to let us know and contribute your valuable input! 🙂
**Please note, this role does not involve giving dating or personal advice of any kind.
Why Join Us?
You’ll work remotely with a lot of flexibility and independence. We are 100% remote, with team members based in LA, NY, the UK, Eastern Europe, and Asia. We don’t care where you work from as long as you deliver results.
Make an impact – help women level-up in their relationships, self-esteem, and happiness.
Be part of a positive, upbeat team that deals with each other with respect and gratitude.
Take advantage of opportunities for growth – many on our team have been with the company for years and have moved up or to different roles.
HOURS
This position will start part-time at 20 hours per week. If you consistently deliver great work, hours have the potential to increase quickly.
You will need to be available to work flexible hours between 10:30 am and 9 pm Eastern Time, Monday to Friday. Occasional weekend hours will also be required. Our heaviest days are Monday, Tuesday, and Thursday, so we’re looking for someone who can definitely help with coverage on those days.
This is a long-term position and we are looking for someone who wants to grow with us.
ABOUT US
Get the Guy is an online dating and relationship advice company that helps women get the results they want in their love lives – but we don’t stop there. Nothing stays at the surface with us; we go deep and show our customers how to transform their confidence and self-esteem to live happier, more fulfilling lives overall.
Find out more by watching our CEO Matthew Hussey’s massively popular YouTube videos. (Tell us in your letter which one you liked best!)
Your letter will be coming in to our Customer Experience Director, Rachael Mare. Her favorite color is blue, so she’d love it if you also put the word blue somewhere in your subject line when sending your letter.
Looking forward to meeting you!

Technical Support Specialist – Remote

We’re looking for a Technical Support Specialist (work from home, anywhere in the U.S.) to handle our customer service and technical support phone calls. Retrospect Backup is a backup software product for small businesses, and Retrospect customers span a wide range, from home users protecting their documents and photos to small businesses protecting their one server and ten laptops to large organizations with dozens of servers and thousands of endpoints. When problems come up, they’ll be calling you.
We need someone with great customer service skills backed by a strong knowledge of the computer systems and experience troubleshooting to help this spectrum of customers through their issues and get them back up and running. It’s a full-featured product for small businesses, and we will provide you with product training to ensure you can help our customers out.
The team is a close-knit distributed group, located in the San Francisco area with coworkers around California, Portland, New York, and Boston. Most of the team has been working on Retrospect for over a decade, and previous support people have moved into all areas of the company.
You will report to the Director of Technical Support, who has been working with Retrospect since 1995. We hold a daily 15-minute Engineering scrum, where we discuss Engineering projects and you can share any specific issue or escalation directly with the team. We’ve found this is the best way to ensure our customer issues are resolved as quickly as possible.
Retrospect Backup is available as a free trial on our website, and prospective and current customers can reach our phone number with a couple clicks: https://www.retrospect.com/support.
## Compensation
We offer a competitive compensation package, with health, dental, vision, 401(k) matching, paid vacation, and a flexible vacation policy.
## Requirements
Without these, we don’t think that you will be able to cope with the workload:
* Phone support is Monday through Friday, 7am to 3pm PST
* Great customer service skills
* Handle both customer service calls and technical support calls
* Ability to write clear technical emails to customers of all skill levels
* Strong Windows and macOS knowledge and troubleshooting experience
* Strong IT and systems administration experience
* Basic knowledge of TCP/IP and troubleshooting experience
* Experience with Salesforce or other CRM for logging support tickets
* High-speed reliable internet connection and a high-quality webcam (for internal meetings)
* Quiet remote environment to work at home
* Experience telecommuting
* Self-sufficient and excellent critical thinking
* Based in the United States
## Relevant Skills
All of these will come up but are not requirements, depending on the person:
* Experience with VMware and/or Hyper-V
* Experience with Windows servers
* Experience with Microsoft Exchange and Microsoft SQL
* Experience with backup software
* Experience with storage devices
* Experience with Linux
* Experience working in a small call center
* Experience with remote troubleshooting with TeamViewer or similar
* Ability to switch from phone calls to email tickets (when there is a lull on the phones)
For tools, we use G Suite for email/calendar/meetings, Bugzilla for bugs and escalations, VirtualPBX for our call system, TeamViewer for remote troubleshooting, Slack for quick chats with Sales, and Salesforce for our CRM. We will provide you with a computer and phone equipment.
## About Retrospect, Inc.
Retrospect, Inc. develops backup software for small businesses: Retrospect Backup. It protects servers, desktops, and laptops on Windows, Mac, and Linux along with application-level backup for Exchange and SQL, email protection for IMAP, and virtual protection for VMware and Hyper-V. The product has been around since 1989, so some of our customers have been using it in various incarnations for almost three decades.

Application Support Engineer

Support @ SignIQ

  • Our application support engineers use live chat and Service Now to provide support to our customers
  • Canned responses and macros are not a common tool, we prefer to provide a consultative and individualized support experience
  • We work closely with our development team to fix recurring issues quickly and keep support ticket volume to a minimum
  • We share the after hours on-call responsibility (one week in every month)
  • We have autonomy and the authority to make decisions that are in the best interest of our customers
Must haves…
  • The right to work in Australia
  • The ability to be on-call after hours/weekends once a month
  • Native-level english proficiency and able to easily communicate with customers over email, chat, and phone
  • Ability to break down complex concepts into concise and well-written content
  • Coding/scripting experience
Bonus points for…
  • Python scripting experience
  • Django experience

Customer Success Specialist

About Smartjobboard

SmartJobBoard is a SaaS platform that allows anyone to start and grow a job board business. More than 450 job board owners around the world trust SmartJobBoard to power their websites.
Behind SmartJobBoard there is a remote team of like-minded professionals, whose goal is to build the best job board platform on the planet!
Our main values are: simplicity, great design, and innovation.

About the role

We’re looking for an experienced customer care professional who’s passionate about SaaS businesses, shares our values, open-minded, self-motivated and can learn fast.
The role is full-time.
The preferred working hours are 8am – 5pm EST, Mon – Fr, but we’re pretty flexible on the schedule.
Your location doesn’t matter much as long as you’re comfortable working effectively during EST working hours.
Competitive compensation based on experience .

What you’ll do

  • Answer customer requests through our help desk platform or phone
  • Assisting customers with configuring and running their job board websites
  • Assisting customers with design changes for their websites (CSS/HTML)
  • Creating articles in our knowledgebase
  • Contribute to the product development with the rest of the team
Our ideal candidate has:
  • At least 2+ years experience working in a similar role in a SaaS or hosting company
  • Great communication skills in English
  • Good knowledge of CSS/HTML
  • Good experience in DNS configuration
  • Basic experience in using Google Analytics
  • Knowledge of any popular website builders would be a plus (e.g. WordPress, Shopify, Weebly).

Customer Support Specialist – 100% Remote (US East Coast, UK, Central Europe)

About us!

We are a ~30 person entirely remote team building the sales communication platform of the future. We’ve created a next-generation CRM that eliminates manual data entry and helps sales teams close more deals. Join our support team to empower salespeople.

Support @ Close.io …

  • We’re a part of Close.io’s wider Revenue Team, which also includes the Sales and Customer Success teams. We’ll often collaborate with the Sales or Success team on customer issues. Having a good sense of sales opportunities and churn risks is crucial.
  • Our focus is email support. We’re not currently doing chat support, and only use phone calls and/or screen shares when an issue cannot be solved efficiently over email.
  • We have a comparatively low ticket volume, with a high proportion of technical tickets and complicated workflow related challenges. Macros / canned responses are an occasional tool, not a crutch. We do a lot of writing. The emphasis is on a consultative approach and providing individualized responses to customers.
  • We’re a team of three people and work in a shared ticket queue. There’s no traditional ticket escalation or ticket assignment.  If a technical problem cannot be solved internally, we work directly with an engineer.
  • You’ll have a high level of independence and responsibility immediately, and be expected to manage your own time. Our main focus is the support ticket queue, but you’re also free to create and champion your own side projects (writing new support content, creating a feature proposal for the product team, etc.)

Must haves …

  • Work schedule based in one of the following timezones: US eastern time (UTC-5), UK time (UTC±0), Central European time (UTC±0)
  • Experience working in a remote environment ( communicating asynchronously over slack, zoom, email, etc.)
  • Native-level English proficiency and able to easily communicate with customers over email, chat, and phone
  • Ability to break down complex concepts into concise and well-written content

Bonus skills / attributes …

  • Experience in a field focused on customer / client relationships (e.g. customer support, business development, tutoring, teaching, counseling, sales, account management)
  • Undergraduate degree in computer science or equivalent
  • Junior level experience as a software engineer or web developer
  • Experience writing or formatting online content
  • Strong knowledge of Python

Why work with us?

  • Our story and team retreat video!
  • Stellar team reviews on Glassdoor
  • Work remotely and create your own schedule (we believe in trust and autonomy)
  • Enjoy face-to-face time with the whole team on all-expense paid retreats 2x year.
  • Experience building a truly successful SaaS company with a dedicated, small  team where you can have a huge impact
  • Above market salary
  • Excellent medical  & dental coverage, including 99% paid premiums and HSA option (**US residents)
  • Matching 401k (**US residents)

Account Manager, Supplier Relations – Europe Based – awesome start-up

This is a remote position based in Europe (preferred locale: UK, Germany, France, Switzerland). The ideal candidate already lives in one of these areas and is familiar with European based biotech and pharma companies. 
Job Description
The focus of the Account Manager for Supplier Relations is the identification, engagement, onboarding, compliance, and ongoing management of Scientist.com supplier network.  This role focuses on engaging with both global research suppliers, including contract research organizations (CROs), academic core facilities, and other life science research suppliers. This individual also assists in triaging of issues and concerns with suppliers to the appropriate team members at Scientist.com, as well as within the supplier relations team.
Responsibilities
  • Troubleshoot supplier problems, with an aim to develop strategic partnerships and improve supplier user experience
  • Help identify and sign up new suppliers, and present Scientist.com’s value proposition and benefits
  • Run regular online training sessions for critical global vendors included in the Scientist.com supplier network
  • Review contract inquiries, manage contract terms, and liaise with legal counsel as required
  • Develop a deep understanding of the platform’s functionality
  • Manage supplier relations team in supplier onboarding and follow-up on requests through the Scientist.com system
  • Work to continually improve the Scientist.com system for suppliers by working internally with the Scientist.com team
Job Requirements
  • BA, BS, MS or PhD in a scientific field, or equivalent work experience (advanced degree highly preferred)
  • Languages:
            – English: native proficiency or C2
            – French and/or German C1 proficiency or better
            – https://europass.cedefop.europa.eu/sites/default/files/cefr-en.pdf
  • Approximately 30% travel annually
  • Work remote from UK, Germany, France or Switzerland
  • Strong understanding of legal terms to facilitate contract negotiations highly desired
  • Excellent communication and presentation skills
  • This role requires an organized, data-driven, motivated subject matter expert with the ability to produce positive results
  • Self-starter capable of working independently, with a high degree of autonomy
  • Must be self-motivated and have the ability to act collaboratively with the entire leadership team assisting them deliver on company objectives
  • Proficient with Microsoft Office including but not limited to, PowerPoint, Excel, Word
 
Experience
  • A minimum of 3 years of supplier management, customer service, and/or sales experience within the pharmaceutical life sciences industry
  • Direct experience in managing strategic vendors, supplier score-carding, and cultivating partnerships with multinational organizations
  • Strong business acumen and leadership skills with the ability to work effectively with internal and external stakeholders in order to achieve strategic goals
  • The individual must have strong experience in the areas of contracting, negotiations, outsourcing, and process improvement
  • Preferred, but not required, experience: supplier management and/or sales focused on clinical, health economics outcomes research, and/or real world evidence categories
Benefits
  • Competitive salary
  • Stock options at a rapid-growing start-up company
  • Possibility of rapid career development
  • Weekly Stand-ups with your team
  • 100% remote friendly

Technical Customer Support

Barilliance is looking to integrate a full time member into our support team. We are looking for a dedicated, sharp individual, who has not only the desire to help our clients get the most of our product but also the ability to manage and be the crucial link between our developers, customer success team and our clients. This position has a technical aspect to it and as such you should have a good understanding of web development in general and the ability to debug HTML, CSS and Javascript.

You job will include:

  • Monitoring our support queue and answering our clients’ questions
  • Assist our clients to achieve the design/functionality they need (HTML/CSS and basic Javascript)
  • Analyze technical issues and decide if they need to be escalated to our developers
  • Analyze customer requests from a technical perspective for feasibility
  • Coordinate the on-boarding process for new clients
  • Manage our developers’ queue for priorities

Qualities our ideal candidate should have:

  • Excellent communication skills in English
  • Good knowledge of HTML/CSS/Javascript
  • A fast learner with an analytical mind
  • Curious with the desire to really understand how things work
  • Excellent problem solving skills
  • The desire to provide clean and elegant solutions
  • A knack for marketing and the ability to grok how ecommerce works
Currently we are looking for candidates that can cover Australia daytime hours:
9AM – 6PM  AEST

Financial Analyst

We’re looking for a demand planning analyst to join our marketplace team where we offer photography apps, gear, and travel. We have a growing number of skus between Moment and the third party brands we curate, which means our ability to forecast how much to buy, ship, and hold is becoming an interesting challenge. We need one person to ensure that we keep the right products in stock at the right warehouses at the right times. From forecasting future order demand to working with our vendors to managing their delivery schedule, you’ll own this entire process.

What You’ll Be Working On

  • Forecasting Demand – understanding traffic, conversion, and order mix to forecast future order volume and contents.
  • Inventory Planning – from the revenue forecast plan out quantities needed across over 100 skus while ensuring we stay in stock at our US and Amazon warehouses.
  • Production Schedules – working with our vendors and third-party brand partners to manage our forward-looking forecasts, update production schedules, and manage boat vs airplane shipments.
  • Dashboards – maintain the marketplace dashboards and work with the team to pull out conversion and ordering insights.
  • Closing Process – improve and manage our weekly, monthly, and quarterly e-commerce closing processes to make sure our data is accurate.
  • Customer service, because everyone on the team does a few hours per week. And we mean everyone in the company.

You Need These Qualifications:

  • You have our shared love for taking pictures and sharing them online.
  • More than two years of experience as an analyst.
  • An excel wizard.
  • Ability to understand database structures and build reports with MySQL and Postgres. Prior experience with RJmetrics is a plus.
  • Experience in an e-commerce company is preferred.
  • Experience with google analytics and conversion optimization is preferred.
  • Degree in math or economics preferred.
  • Succinct writer with experience summarizing insights

PostgreSQL Database Engineer

If you are a database engineer, with at least five years of experience and you are looking for to develop your career in an international environment, please read on!
In Ebury you can provide your talent and experience to our team at the same time you inspire your professional career.
Our global development and technical support is headquartered in Málaga, our technological hub, with growing teams in Madrid and London. We provide our services across world-wide financial markets, and we are expanding our DevOps team to be distributed globally.
RESPONSIBILITIES
  • Design and give support to our company database
  • Deploy and manage solutions of database active monitoring
  • Design the data distribution and the storage solutions
  • Analyze and report company data which could help to take decisions about business intelligence
  • Analyze data combinations to perfect performance
  • Design solutions for distributed database
REQUIREMENTS
  • Deep knowledge about PostgreSQL and no SQL database (Redis y MongoDB)
  • Experience in dba in cloud (AWS RDS)
  • Administration of Linux servers
  • Knowledge of Python and frameworks with ORM
  • Experience in AWS (Cloud Computing)
VALUABLE EXTRA SKILLS
  • MySQL and AWS Redshift knowledge
  • Experience with Continuous Delivery and Continuous Integration
  • Knowledge of Elasticsearch
  • Good English level
WHO WE ARE LOOKING FOR?
  • A person with attention to details, motivation and willingness to learn
  • With evident passion in technology
  • With analytic capacities and initiative to propose new ideas, solutions and tools
  • A team player ready to face all the challenges with the team
WHY WORKING WITH US?
  • Great opportunity for a professional career in a company with a development over 100% in the last five years and in a continuing innovative environment
  • To participate in one of the most disruptive technological sector
  • We offer competitive conditions as well as the possibility to keep growing thanks to continuous reviews and career plan