Customer Success Specialist / Customer Service Representative (Remote, USA-PST hours)

We are looking for an experienced Customer Success Specialist to handle our global customer base by supporting our customers during PST daytime hours.

WHAT YOU’LL DO     * Serve as the first point of contact for our prospective and existing customers.     * Provide customer support through online chat, email, and video calls; field, answer or delegate all inbound customer requests.     * Engage with key contacts to build an ongoing relationship around feedback, updates, and support.     * Strategize with the PickFu customer success team to develop a customer success plan, improve internal processes, and contribute the goal-setting efforts.     * Contribute to key efforts of product marketing/support material.     * Provide administrative support for the customer success team as needed.

We have been fully remote since our start in 2008. We’re looking for creative, capable, and collaborative team members to join in and help build our momentum. As long as you have the skills and can get the work done, you can work anywhere (and anytime) you want. 

We are a small but mighty team. We appreciate friendly people who can solve problems, get along with others, and tell us how to be better. We also aim to live a happy, healthy life away from work. We believe in reasonable hours, ample vacation time, and fun hobbies.

Communication is a big thing for us. We use Slack for chatting, Zoom for facetime, and Asana for planning. Our team meetings revolve around company updates, brainstorming sessions, feedback and check-ins, team building, and social events.

At PickFu, we value diversity. We strongly encourage candidates of all different backgrounds and identities to apply.

BENEFITS     * Competitive salary with awesome benefits and perks.     * Unlimited PTO. We believe in reasonable working hours and time away from the computer.      * Our equipment policy allows for a standard MacBook Air (or equivalent), and we’ll even help you set up your workstation.     * Professional development allowance towards education, books, or anything that you think will be beneficial in this role.

ABOUT YOU     * You’re experienced. You have 3+ years in a customer-facing role as a Customer Success Support or a Customer Service Representative with experience in supporting a portfolio of diverse customers.     * You’re an effective communicator. You are fluent in English with strong written and verbal communication skills. You are comfortable communicating with customers through multiple channels like email, chat, video call, and phone.      * You value relationships. We love our customers, but we also like the people we work with. As a member of the team, you will be a part of a dynamic, startup environment where you’ll help contribute to the success and culture of the company.     * You can work independently. You are a self-starter and can productively manage your time on your own. We don’t believe in micromanaging and trust that you will get the work done.     * Location: We are a remote-work company so you can be anywhere, but you'll need to be available to support customers in the PST time zone during their daytime hours.

NICE-TO-HAVE     * Fluency in another language (German, Chinese, Spanish, Korean, Russian).     * Comfortable serving customers from different countries.     * Ability to learn quickly and be flexible - we have many customers in different industries, so the customer situations will be quite varied.     * Expertise in Loom, Intercom, WhatsApp, WeChat, KaKaoTalk.     * Familiarity with online tools including Asana, Google Docs, Notion, and Slack.     * A proactive approach to anticipating needs and solving problems for our customers.     * Worked remotely before, or know that you’d work well with a remote team.