Vice President of Customer Success

With over 10,000 online merchants launching subscriptions and over 1,000,000 subscribers powered by ReCharge, we have a lot of store owners to support. As a bootstrapped startup we’ve grown our remote first culture from 4 to 80 employees globally in the past 3 years. To execute our growth strategy and continue delivering a world class customer experience we’re looking for a VP of Customer Success.
This role is essential to grow the Customer Success team of 30 to 75+ and build out our Enterprise Support offerings. Reporting to the CEO, you will help ReCharge maintain the highest level of customer support while scaling a team of empathetic, customer-first support professionals.
Does this sound like you?
  • You’re resourceful: you figure out what needs to be done, and you find ways to make it happen.
  • You have a passion for problem solving. Nothing gets you more excited than a tricky problem or a new challenge at scale.
  • You’ll help to find convergence in what customers need so that we can provide the highest level of support.
  • You believe in what we’re doing and you’re excited to help ReCharge scale globally.
Responsibilities:
  • Define and execute our Customer Success strategy as we scale globally.
  • Drive the strategic direction of customer support and account management; responsible for measuring, assessing and growing the organization to support a world class customer experience.
  • Build out our Enterprise Support offering and account management programs.
  • Establish performance metrics and seek continuous improvement; own all bulk communication with our customers and Zendesk solution.
  • Build and maintain relationships with Development, Product and Marketing to improve the store owner support experience.
  • Create documentation as well as incorporate new functionality best practices.
  • Build and drive follow-up process in response to customer feedback to make our customers more successful.
  • Recruit, manage, develop and lead our highly collaborative and customer-focused team.
Requirements:
  • 8+ years of proven customer support operations leadership within a B2B software company
  • Strong customer support acumen with demonstrated ability to grow and scale a high-performing support team to 50+, ability to understand and speak articulately about technology
  • Ability to influence Customer Success direction and clearly articulate rationale for your decisions
  • Proven track record of building large teams and driving organizational change in a high-growth environment; exceptional structured communication style, both verbal and written, and ability to communicate vision to a large team
  • Experience developing and implementing scalable customer support processes and systems
  • Experience with Zendesk or other similar platforms; knowledge of API technical support
  • Creative problem solving abilities and a proven track record of thinking“outside the box” to solve complicated problems
  • Detail-oriented, with strong analysis, process and critical thinking skills; able to draw insights from data, but also to make decisions based on imperfect data

Customer Success Manager – German Fluency

2018 has been a year of unprecedented growth at monday.com! Therefore, rolling into 2019, we are looking for another Customer Success Manager to join our expanding NYC team.
There are a few things we take really seriously here at monday.com: building an amazing product and providing the best possible service to our customers. Our clients love our product, and it’s incredibly unique (and fun) to provide support in an environment where the vast majority of interactions are so positive. This is a remote full-time position that includes working on some weekends (with respective weekdays off) 
The Role
 
  • Build strong relationships with our clients to understand their needs and ensure their success with monday.com
  • Serve as the main point of contact and liaison between clients and the rest of the monday.com team
  • Empower customers to connect their goals and challenges with the solution in monday.com
  • Take ownership of new accounts and manage their onboarding
  • Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product
  • Stay in touch with clients to ensure that they’re realizing the full potential of monday.com
Your Experience & Skills
  • Prior experience in customer service or account management in a SAAS company – a must
  • Fluency in German 
  • Excellent interpersonal skills and multitasking abilities
  • Superb written and verbal communication skills
  • Positive attitude, empathy, and high energy
  • Ability to take initiative and adapt
  • Technical background is an advantage 
  • Self-managing 
*** We can only accept US citizens 

Home-based Online English Teacher

If you are born from English native speaking countries. 
What we can offer:
Work with a flexible schedule. Choose the time you want to work!
No need to commute, more time with your family.
Starting rate is 10-15USD per booked hour.
Extra monthly incentives up to 300USD/month.
Averagely 1000-3000USD/month.
Job Responsibilities:

  • To deliver online classes for virtual training on the use of the English language in daily life, work, school and self- enrichment.
  • Apply progressive teaching principles to Chinese students.
  • Establish and enforce rules of proper study habits students can utilize after class for continuous improvement
Job Requirements:
-Neutral accent, excellent communication skills
-at least 3 hours per day during 6pm to 10pm Monday to Sunday, minimum 4 days per week, total at least 16 working hours per week. 
-Undergraduate or higher Education
-Fun personality is a plus
-English teaching experience is a plus
-ESL certificates like TEFL, TESOL, CELTA is a plus
-Able to meet Chinese kids and teenagers
-Minimum 10 M download speed and 1 M upload speed.
Job Type: Part-time
HOW TO APPLY?
If you are interested, 

Please click this link to start your application:
http://global.abc360.com
Fill in your online application. Once you pass the first step of application, our HR team will contact you for the next step within 3 working days. 

Customer Success Engineer

We’re looking for someone who can guide our customers through our platform, using their technical savvy to help campaigns on Raisely succeed. That means everything from brainstorming how the platform can be best used for a campaign, to mapping out possible API integrations and coding out specialised customisations and API integrations. You will work through our customer support channels, run demos, work closely with our product engineers, write documentation for our support hub and build personal relationships with each organisation using our product.
This is a full-time, permanent role. 
On a day-to-day basis you will: 
  • Provide technical support, debugging issues, making HTML/CSS edits and handling complex or custom uses of our products.

  • Advise customers on how Raisely meets their technical requirements, from data handling to integrations

  • Working with our product engineers to make Raisely easier to use, and build on

  • Communicate with customers over email, phone screencasts and video calls

  • Welcome and train new customers, partnering with them to create successful fundraising campaigns and use their data well.

  • Be a vocal advocate for our customers, bringing their feedback right into our product direction.

  • Strategise and make data-driven decisions to make our products better, and our customers love them more – from our onboarding through to ongoing check ins.

  • Own our support content, making it the go-to resource for our customers
    Improve anything. Your job description doesn’t end with these bullet points.
REQUIREMENTS 
About you
  • You’re deeply technical. You throw away the manual and figure things out for yourself. You know HTML, CSS, basic JavaScript or React and understand how computers talk.

  • You’re a go-getter, you thrive on finding problems and can’t rest until you solve them. You welcome an environment where you can learn and work independently.

  • You’re a superb communicator – written and verbal. You’re fluent in English with an engaging, conversational and disarming tone.

  • You’re patient and resilient, motivated by helping people and comfortable dealing with new and challenging situations

  • You’re not comfortable with the status quo. You’re not in this for a quick dollar, you think the world needs to be better and that technology will get us there.
To do this role well we do need the following

  • A sound understanding of HTML, CSS and JavaScript to help customise people’s website. Juniors are welcome.

  • Ability to work at least 5 hours a day within GMT+10/AEST (most of our customers are there currently).

  • Fluent written and spoken English

  • Appropriate permission to work where you live (we can’t sponsor work visas) 
    BENEFITS 
We hope you’re excited by our unique product offering, our team and what we’re trying to achieve. But, to sweeten the deal, we offer these great benefits:
 
💻 Technology – We’ll get you an Apple laptop and screen when you start up.
💵 Salary – We try to pay above-average salaries, adjusted for where you live and your experience. This role pays AU$73,000 – $80,000 a year (including super for Australian employees).
✈️ Retreats – Every year we fly you somewhere pretty (generally in Australia) for our company retreats.
🗺 Annual Leave – Everyone gets 4 weeks paid leave plus generous sick and compassionate leave.
🌴 Work remotely – We’re a remote-first company, you should work wherever you’re happiest. We already have co-working spaces in Melbourne and Sydney if you want to join us there, or we can help cover one in your own town. 
You’ve got this far! 
 
We really want to hear from you. Our application process consists of an interview and assessment task, but to kick off please complete the following application form.

Customer Support Agent (APAC)

We’re looking for a Customer Support Agent who will help us handle the never-ending influx of user questions and suggestions. Candidates from the Asia-Pacific region will be heavily favored, but others can apply as well.
Prior experience in support isn’t a requirement but is definitely welcome. Basic tech skills are expected. We’ll assume you know your way around browser developer tools and have a rough idea on how APIs work.
Annual salary starts at EUR 43,000. 
You can work from anywhere in the Asia-Pacific region.
All it takes to apply is answering a short skills test at https://apply.hundred5.com/6J70Z01VE1K568MBZ5. 
Free Toggl t-shirt for those who do well on the test!
Insanely simple time tracking, Toggl kills timesheets. It’s the best time tracking system for small businesses and freelancers. A simple online timer with powerful reports and team management features. Syncs with iOS & Android app and integrates with close to 100 other tools.

Customer Success Associate Consultant

Company Description

We are a small software development and research company headquartered in Chicago. Our team is focused on Fintech projects designed to leverage big data and machine learning in the financial markets. Our software product is an innovative, customizable, fully automated technical analysis charting and monitoring platform for active traders and market analysis professionals. We pride ourselves in solving complex problems in simple ways and on finding interesting new ways to solve analysis problems in creative ways. 

Position

We are seeking a customer success consultant to join our customer success team. This team is responsible for demonstrating the software platform to new customers, training new customers/users in how to use the software correctly, performing webinars and assisting with marketing activities, and liaison between customers and the development team to help resolve problems. Customer success consultants must be able to multitask and be friendly, outgoing and fun to talk to while working in a fast paced environment. 
Because the customer base is comprised of stock traders, applicants with experience trading stocks, cryptos, or other assets using technical analysis will be given preference. 

Skills / Requirements

Customer service experience with the personality to match 
  1. Understanding of how stock trading works, and basic technical analysis concepts
  2. Strong intuitive understanding of web based software 
  3. The following skills are not required but are helpful:
  4. Active day trading/swing trading experience 
  5. Understanding of specific technical analysis strategies such as Fibonacci, candlestick patterns, trendlines, etc. 

Compensation / benefits

  • Salary offered hourly, or negotiated salary based on experience  
  • Paid holidays for all US market holidays
  • Company sponsored group health insurance (US W-2 employees)
  • Remote position – work from home
  • Company get togethers several times a year for team to meet 
To Apply
Please answer the following questions in your cover letter when applying online via this form. Walk ins and phone calls are not accepted, the only way to apply is via this form. 
  1. Tell us about a recent customer facing role you worked in. What was the most difficult customer situation you handled? What happened and how did it turn out?
  2. What kind of experience do you have with trading? What kind of experience with technical analysis?
  3. Do you trade for yourself? If so, what is your trading style? What kind of indicators or analysis techniques do you use and why?
  4. What is a Japanese candlestick and why is it useful for traders?
  5. What trading software or brokerage do you personally use? 
  6. Do you consider yourself an extravert or an introvert?

Customer Support Manager

Who is Aiva?
Aiva is a lead conversion platform for real estate agents. We combine technology with best practices for online lead conversion to help real estate professionals get the most out of their online leads.
Check out what we do –> https://youtu.be/lkwGx9UzBeI
What does the job entail?
As a Customer Support Manager (Remote) at Aiva, you will be the front line of our business and support the entire customer lifecycle from on-boarding new customers, educating existing customers on best practices, helping customers with troubleshoot issues, and making sure that our customers are actively engaged and successful in achieving their goals using our platform.
Who is the ideal candidate?
  • Is eager to work in an entrepreneurial environment and help drive innovation
  • Enjoys documenting processes and checklists to deliver a consistently high level of support experience
  • Is extremely detail oriented and needs to triple check everything to eliminate any chance of human error
  • Has a skeptical eye of the status quo and is continuously finding ways to improve repeated tasks and processes
  • Loves educating customers about various product features and is eager to help customers succeed
  • Can be very patient with and empathetic to customer needs, and can maintain professional composure in difficult situations
Your Qualifications:
  • have a working understanding of how APIs work and web applications connect with each other
  • Has a strong command of professional written english and can communicate effectively with clients across North America
  • Has experience supporting SaaS (software as a service) based products via email, chat, and/or phone to customers in the United States and Canada
  • Experience recording tutorials, “how to” videos, and screencasts to help educate customers
  • Experience with a help desk system like Zendesk, Freshdesk, Help Scout, or any other ticketing system
  • Experience with a live chat system like Intercom, Zopim, Olark, Live Chat
  • Nice to have – experience working in Customer Relationship Management (CRM) and/or residential real estate
  • Nice to have – some coding experience and/or working knowledge of how APIs work
Your Responsibilities:
  • Prioritize, manage, and resolve inbound customer support inquiries via chat, email, and phone
  • Write and maintain external knowledge base articles to allow our customers to help themselves
  • Write and maintain internal knowledge base to allow other team members save time when solving common customer support inquiries
  • Create educational content such as videos and screencasts to help inform customers about new product features and updates
  • Consistently deliver a high level of customer satisfaction across a variety of different channels
  • Keep an eye out for common customer pain points and complaints, and work with our product and sales teams to find sustainable solutions
What makes Aiva a great place to work?
  • Our team is entrepreneurial, intelligent, and endlessly curious in our pursuit of building a product that positively impacts the lives and businesses of our clients
  • Our culture is centered around learning and experimenting
  • We value efficient team structures: no pointless meetings!
  • Competitive salary, health/dental/vision insurance, 401k with matching, unlimited vacation!

Customer Success Manager (Americas)

Millions of people around the world are doing something that inspires their friends and provides for their families in ways that have never been possible before. They’re solving pain points for people in all walks of life and collectively they’re changing the world.
Postie is a funded startup based in Melbourne and Sydney, Australia.
We love small brands and deeply believe in the power of small brands to take over the world.
We’re building a big, exciting business with customers that we love and admire.

…and we are looking for someone to help them fall in love with our product.
 
We are looking for someone who thinks of our customers first, communicates confidently and can represent our brand. Someone who can be the best in the world at what we do and be absolutely passionate about small business and willing to go above and beyond to offer a awesome experience for our brands.
 We need someone who can:
1.Quickly get to know Postie like the back of their hand;
2.Be a great communicator both written and orally;
3.Help people get the most out of Postie and quickly fall in love with our product.
Responsibilities
  • Be on the front line to communicate with users who require assistance setting up, provide solutions and all ongoing support.
  • Consistently deliver world-class support with patience, empathy and understanding in a timely manner.
  • Write emails, take live chats, and make phone calls to deliver an exceptional customer experience.
  • Help our customers to love the products as much as we do by providing the highest quality service and a positive, memorable experience.
Requirements
  • Quickly become a Postie master, jump on board and learn the system like the back of your hand.
  • Be an excellent communicator with exceptional verbal and written skills.
  • Be an awesome problem solver with the ability to respond creatively to unexpected situations and turn problems into opportunities.
  • Be willing to work independently and in a team focused collaborative environment with integration and reporting into the wider team.
  • Be proactive, self-motivated, willing to learn, and a team player who likes to roll with change.
  • Native or near-native English speaker (North American accent is a plus but not a requirement).
Nice to have
  • Be a bit of a tech nerd, up to date with the latest and greatest developments in this space
  • Experience using mailchimp, slack, intercom and/or web support systems
  • Experience working remotely and in the digital space
Benefits
  • Full-time (40 hours per week) remote job with contract.
  • Amazing, young and motivated team
  • 20 paid days off per year (eligible after the first 6 months of being in the team)
  • Work with a fun team on a product that customers love
  • Share in our organisation-wise personal development benefits
Hiring Process
  • Apply through this form right here >>>https://gopostie.typeform.com/to/U4MCpl
  • We’ll shortlist and set a short task for shortlisted candidates
  • We’ll then do an initial Skype call with a shorter short list
  • Hire
About Us

Postie is a fun place to work, we love our customers and have been backed by some of the best investors in the world. We’re a small team and give every team member the opportunity to take responsibility and run their own show. As we’re growing fast, everyone has the potential to rise with the business, take on more and more responsibility and come on a big exciting journey with us.
We’re excited to be doing what we do and the successful candidate will love their job.
Please Note
Although this is a remote position and offers flexibility with hours, we are currently only considering candidates in time zones within the Americas. Although, as you will be working with the team based in Melbourne and Sydney, Australia there will be a requirements for team meetings so we would like the role to crossover with that timezone.

Product Support Jedi, Australia

Awesome opportunity to join a fast-growth global startup with a great product. Flexibility to work remotely with a friendly team.
Award Force (www.awardforce.com) is a fast-growing Australian SaaS company with a great product, expanding internationally. We are looking for an entry level support person who can provide fast, technically accurate and friendly support to our Australian and Asia Pacific client base.

Essentials

  • You’re located anywhere in Australia
  • Native English speaker (or 100% fluent), bi-lingual is a bonus!
  • You are a fast learner and demonstrate highest levels of transparency and work ethics
  • You love solving problems and helping others solve theirs 
  • You have a natural aptitude with technology, experience with SaaS and are able to learn new systems quickly
  • You’re curious, and love learning. If you don’t know something, you speak up, and if you have an idea for improvement you can’t keep quiet!
  • You’re super organised and process oriented. You will be comfortable using multiple tools for various aspects of the role
  • You have fantastic interpersonal skills and are an excellent communicator, verbal and written. You are not hesitant to jump on a call with a client if need be
  • You have the ability to communicate complex issues in plain language
  • You’re calm in high pressure situations
  • You can work independently, are self-motivated, but enjoy being part of a team
  • You write in well constructed sentences and pay attention to detail
  • Working remotely suits you perfectly,  your natural work ethic and passion for helping people will keep you motivated!
  • You will be flexible to attend meetings outside of usual working hours on scheduled days
  • You have access to fast, reliable internet and a dedicated space to work without distractions

    What we offer

  • Full-time role, based remotely
  • Competitive salary
  • Friendly, sociable, mature, responsible team 
  • Lots of training and excellent internal support
  • The opportunity to learn new skills and develop professionally – we encourage side-projects!
  • Your birthday is a holiday every year
  • 20 days annual leave
  • 38-hour working week, Monday – Friday (your weekends are yours!)
  • A budget for computer equipment (pending 3 month probationary period)

    Your role

Based anywhere in Australia, you will be communicating with colleagues and clients alike across countries, cultures and time zones on a daily basis.
You’ll love this role if you’re self-motivated, genuinely enjoy helping people and solving problems. Lots of energy, confidence with technology and a sense of humour are a must!
Like any good startup, it can get messy— responses may be required at odd hours, and our processes are always evolving. You’ll be part of this too. If you have a great idea, let’s test it out! We’re not big on bureaucracy, only results.  We don’t expect you to be a slave to your chair, but you will need to be flexible. 
The best part about Award Force? It’s really fun 🙂 It’s a fantastic product, and the people we speak with are diverse and lovely. We work in the recognition industry— every day we help our clients uncover and reward everyday people doing exceptional things!

Responsibilities

Product Support
  • Be the first port of call on all inbound support queries via email/tickets, phone and (later), chat. You’ll be responsible for 100% resolution of 1st level support issues
  • Adhere to our consistent (and proud!) first-time-reply metric 
  • Provide technically accurate responses after carefully testing necessary scenarios
  • Be responsible for creating and updating content of the knowledge base
  • Advise best practices, introduce new features and keep your finger on how clients are feeling about Award Force
  • Work with the engineering team to resolve bugs and follow through with updates 
  • Work closely with the regional CSM on renewal risks
Be amazing with clients
  • Respond quickly
  • Able to really listen to people, get to the heart of the issue and see it through to resolution
  • Convey appreciation and respect to our clients at all times
  • Strive to build trusting relationships based on honesty and transparency
Contribute to continuous improvement
  • Identify and report common user issues for product improvement
  • Identify and fill gaps in support documentation
  • Be on the lookout for anything that can be better
How to apply
Submission is via the Award Force system only, the application will take you about 15-20 minutes and applications outside the system will not be considered.
Ready? Here you go… https://www.awardforce.com/careers
 
Award Force is an equal opportunity employer. We are a growing business made up of like-minded, mature individuals who celebrate diversity, work in a discrimination free environment, value continuous improvement and support environmental initiatives.

Customer Success Specialist (FT & Weekend)

TaxJar is the leading technology solution for busy eCommerce sellers to manage sales tax and is trusted by more than 10,000 businesses. Our mission is to make ecommerce easier for everyone.
Our Core Values:
  • We do the right thing for our customers.
  • We’re a team, built on trust.
  • We’re proud to be remote.
  • We’re in control of our own destiny.
TaxJar’s remote-only team of almost 50 people is growing quickly. We’re currently looking for a Customer Success Specialist who wants to make a difference on a growing, experienced team of entrepreneurs.
This is a full-time remote position, available to folks located in the continental US only. The schedule includes Saturday and Sunday support and two weekdays off.
As a Customer Success Specialist you will:
  • Provide answers to questions about TaxJar’s products and services via email and phone (don’t worry, we’ll train you to be a sales tax pro)
  • Answer sales tax consulting questions
  • Provide first tier triage for questions about our SmartCalcs API, our WooCommerce plugin and Magento extension
  • Track all customer requests and trending product issues
  • Take the lead on responding to weekend tickets
  • Report on ticket trends or FAQ’s during your shift
Requirements

  • Highly-skilled in written and verbal communications, with both our team and our customers
  • Curious–you enjoy digging past the surface of a question
  • Comfortable working with technology and providing technical support
  • Able to approach success from the customer’s point of view
  • Extremely patient…sales tax can be painful and our goal is to ease that pain 🙂
  • Able to explain complex concepts in easy to understand language
  • Interested in understanding the ins-and-outs of sales tax (It’s a big topic!)
  • Attentive to details
  • Someone with prior experience or interest in eCommerce or SaaS support
You’ll be a great fit on our team if you:
  • Are a PRO at communicating
  • Excel at writing (we’re very serious about this.) You have tip top writing skills and know your way around the do’s and don’ts of grammar.
  • Are well-experienced at working remotely
  • Are accountable
  • Are willing and able to dig into our internal and external resources to find answers to customer questions. (Remember, forty-five states and Washington D.C. all have a sales tax and they’re all… different.)
  • Are looking for a culture that prioritizes shipping products and going to market quickly
  • Are confident in your skills and a solid team player (We’re all peers here, no egos please) but also comfortable working asynchronously
  • Hungry to play an impactful role and not afraid to fail
We’re a happy team and we all really love what we do. We’ve created a space where high-achievers can succeed, but are also safe to fail. We’re profitable and focused on growing TaxJar sustainably. We’re always learning how to make TaxJar the best place to work for all of us, and not just another tech startup. We’re always looking for an amazing new teammates to come share in the excitement of solving real-world problems with technology.
Benefits

  • Excellent health, vision and dental benefits
  • Flexible vacation policy (we’ll actually pay you $500 a year to take time off!)
  • $1,000 in professional development credit
  • Home office stipend
  • Equity in a profitable company
  • 2x year all-company in person retreats (fully paid for by us of course)
  • Brand new Macbook computer
  • Mandatory Birthday holiday!
  • 12 week paid maternity/ 6 week paid paternity leave
  • Monthly perks reimbursement for things like Netflix, Amazon Prime, your gym membership, home internet and more.
We offer all of our employees amazing benefits. Visit www.TaxJar.com/jobs for a full list of our benefits and to learn more about how we work and what we stand for.
If you’re not the perfect fit for this position, but you know someone who is, we’ll pay you $1,000 if you refer us to the person we hire.