Customer Support & Education Manager (Remote/United States)
Trakstar
Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8)
Looking for a new opportunity? Trakstar is seeking a Customer Support & Education Manager to join our growing team!
Our Customer Support team plays a crucial role in supporting the day to day needs of Trakstar’s HR software administrators. Drawing on strong organizational, troubleshooting, teaching, and relationship skills, individuals in this role will support our existing customers through email, phone, screenshares, and learning content creation. With this particular hire, we are also looking for a special focus on conducting demo sessions and demonstrating the value of our product offerings to customers who are interested in expanding their software usage.
What we do:Trakstar is a best-in-class, unified human capital management solution that supports mid-market companies to attract, retain, and grow their employee workforce. With almost two decades of experience providing unique employee management solutions, Trakstar is an end-to-end platform solution offering seamless applicant tracking, training, and performance solutions. In this ever-changing and remote work environment, the demand for Trakstar is growing and we are looking for employees to help scale our existing organization.
Our company mission is to uplevel employee performance from hire to retire, because we believe people are happier and healthier when they know their work matters. We are serving 4000+ clients around the globe. At Trakstar, we hire only the best people - individuals who impress their prospects and clients with their industry knowledge of best practices and with insights into how Trakstar’s ever-expanding employee management tools can help their businesses grow and scale.
What you’ll do:
- Know our software inside and out in order to show customers how to successfully use the software to meet their company's goals and needs.
- Quickly and efficiently reply to customer emails, answer customer calls, and assist customers in scheduled trainings.
- Demonstrate the value our product offerings to customers who are interested in expanding their software usage.
- Learn, define, and share best practices with customers.
- Be the voice of our customers, advocate for their needs, and collaborate with our Product and Engineering teams to inform the product roadmap.
- Collaborate with Sales, Marketing, Product, and Engineering to build a community of customer advocates and translate customer needs into tangible solutions.
- Develop trusting relationships with customers. Promptly respond to and resolve inbound support issues.
- Maintain awareness of factors that may lead to customer retention risk. Proactively look for these signs in each customer interaction.
You’re best for this role if you:
- Are a highly collaborative, proactive, curious, self-starter who is always interested in learning.
- Are skilled and eloquent in written and oral communication.
- Have the ability to understand client objectives and know how to translate those into software solutions.
- Are able to engage clients in tough conversations and advocate for solutions you know will help them be successful.
- Have the ability to manage multiple priorities and tasks simultaneously with a focus on project management.
- Are a clear communicator with effective problem-solving skills.
- Have the ability to creatively multi-task and proactively improve processes again and again. Asking why is expected here.
- Are skilled in remote troubleshooting.
- Are comfortable helping customers across a broad range of needs and through many daily context switches.
- Are flexible and open to working across teams to ensure priority projects are completed in a timely manner.
- Work well on a small team and across departments in a fast-paced, dynamic environment.
- Have experience working on remote teams.
Your qualifications:
- 1+ years support, implementation and training experience (SaaS preferred)
- Bachelor’s degree or equivalent experience
- Background in Human Resources is a plus
- Experience with a CRM (Salesforce) and customer ticketing system (Help Scout) also a plus
Compensation:
- Competitive salary based on experience
- Range $50,000-$55,000 base salary + up to $17,000 variable compensation with the ability to overperform
Benefits:
- 100% remote work environment
- Flexible time off and paid holidays
- Medical, dental, and vision insurance
- Group term life, short-term disability, and long-term disability insurance
- Voluntary life, critical illness, and accident coverage options
- 401(k) program with pre- and post-tax payroll options + employer match
Trakstar is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or sex.
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