We’re a small workforce fixing large issues within the property administration business. Bootstrapped since 2013, we’re obsessed with serving to small companies simplify progress and streamline operations, offering the main CRM in our house.
We’re on the lookout for a Buyer Help Consultant II to hitch our wonderful workforce of A-players and drive instantaneous influence for our clients. We’re hiring individuals who have carried out it earlier than.
Are you certified for this position?
- Have you ever been accountable for troubleshooting Tier 2 help points for B2B SaaS merchandise and successfully speaking with technical groups?
- Have you ever dealt with escalated consumer requests by way of name, chat, or e mail with a 30-minute first response time and a 2-hour time to shut whereas sustaining a 94% CSAT rating?
- Have you ever requested probing inquiries to determine root causes and decipher whether or not there is a have to realign expectations, educate the consumer, or create a difficulty for the engineering workforce?
- Do you’ve gotten expertise with help instruments similar to Intercom, Zendesk, Salesforce, or HubSpot? And probably different instruments like Twilio, Zapier, Linear, and AppFolio?
- Do you’ve gotten information of integrations, APIs, and different engineering ideas?
Are you as much as what we’re as much as?
- Do you embrace challenges as a pathway in your personal progress?
- Have you ever embraced troublesome conversations with colleagues?
- Do you’ve gotten a monitor document of offering suggestions to friends and leaders to achieve objectives?
- Can you articulate what progress appears like for you?
- Develop into assured in resolving buyer points independently inside 50-60 days. The purpose is for 75% of tickets to be dealt with autonomously.
- Embody our core worth of buyer obsession by hitting a CSAT rating of 94%.
- Share the workload equally among the many workforce. As an illustration, with 4 reps and a supervisor, every would deal with roughly 25% of the weekly ticket load.
- Replace or write at the least one assist article per 30 days.
- Dig deep into the product and assist articles by yourself to achieve stellar product and business information.
- Acquire proficient information of the opposite instruments we use to help our purchasers.
- Acquire deep understanding of LeadSimple’s capabilities, successfully speaking this to purchasers in a fascinating method for correct inner handoffs.
- Assess consumer wants, with the utmost professionalism, create tickets, and assign them to the related departments.
- Monitor and relay buyer requests to the engineering workforce effectively.
- Repeatedly refresh coaching documentation, programs, and movies.
- Actively search alternatives to reinforce abilities and information for position development.
- Pay fee at $25,000 per yr
- 8 Firm Holidays + Week off at Christmas
- 6 weeks Paid Time Off (5 weeks Trip, 1 week Sick)
- 1 Volunteer day with the group of your alternative
- Birthday lunch on us 🎂
- Month-to-month Healthcare Allowance
- Month-to-month WFH Allowance
- Yearly Trip Allowance
- Enjoyable and outcome-driven work setting with a sensible, hard-working workforce
- Location independence
- Mission-driven firm and values-based tradition
Chosen candidates will full asynchronous assessments in addition to interviews with totally different members of our workforce.
In abstract…
You are able to do it in an workplace
You are able to do it from dwelling
We actually don’t care
So long as it’s identified 👇
What issues is that this…
When the chips are down
And your again is in opposition to the wall
Can we rely on you to make the precise name?
Judgment, instinct, or care by one other title
We name it “Proudly owning The Final result” – as a result of it truly is the entire recreation
Have the purchasers again, and they’re going to deal with you a similar
If you are able to do that
Then we’re birds of the identical feather
So come be part of our workforce and we’ll make music collectively.