Customer Support Specialist
AgencyAnalytics
Time zones: MSK (UTC +3), CST (UTC +8), WIB (UTC +7), BST (UTC +6), UZT (UTC +5), IRDT (UTC +4:30), LHST (UTC +10:30), AEST (UTC +10), ACST (UTC +9:30), ACWST (UTC +8:45)
We're seeking an experienced customer support champion to service the Australian and Asian customers (UTC+8) of our highly successful SaaS platform, which provides reporting and data management tools to some of the world's leading digital marketing agencies. This isn't your typical 'customer service' position: You'll be joining a supportive, tight-knit, and highly committed team that is passionate about helping customers reach their business goals, and passionate about growing our product.
When we say this isn't your typical 'customer service' position, we mean it: This is an opportunity to join a fast-growing and industry-leading company. We have a great relationship with our customers, and a worldwide reputation for outstanding customer service. If you're the type of person who can help us continue on this path, we want to hear from you.
It is highly preferable that you have background knowledge of SEO and digital marketing, to understand our customers and their needs. We'll provide full training on our platform and the tools we use to interact with customers. Almost all of your customer correspondence will be via Intercom live chat (no phone calling required), and you'll have the opportunity to handle other tasks or participate in other projects alongside your customer support work once you're fully trained.
We're specifically looking for versatile people with a mixed skill set, who can grow into higher-level roles in the long term. Skills, interests, or proven experience related to content writing and documentation management, customer success, churn management, expansion, customer education, SEO, digital marketing, entrepreneurship or similar will be highly valued. We listen to employees, we allow them to take initiative, and we provide training and support along the way.
This position is 100% remote and is open to applicants who can work 9am-5pm UTC+8.Key Responsibilities
- Support customers and provide product education via Intercom live chat
- Assist customers with billing, upgrades, quotes, and similar inquiries
- Engage and collaborate with sales and customer success teams when required
- Use research skills, internal support channels, and teamwork to solve problems
- Escalate issues/bugs to engineers and collaborate to resolve
- Manage customer feedback, insights, and feature requests to contribute to our product's continual development
- Contribute to internal and external documentation
- Other projects depending on your skillset and past experience
Job Benefits
- Profit-sharing, distributed quarterly
- 4 weeks vacation
- Paid sick days
- Continued education allowance
- Annual fitness allowance
- Home office equipment allowance
- Work from anywhere in the world
- Supportive, fun, and collaborative work environment
- Join a bootstrapped, product-focused, & customer-oriented team
Job requirements
- 2+ years in a similar customer support role, preferably for a SaaS
- Moderate understanding of SEO and digital marketing
- Basic understanding of common digital marketing channels (Google Analytics, Google/Facebook Ads, social media, email marketing, etc.)
- Advanced communication and interpersonal skills
- Exceptional written English
- Passion for helping others succeed
- High attention to detail and critical thinking
- Not a robot: We want people who can put a friendly touch on conversations, and can take initiative to solve problems
- Comfortable in a remote work environment
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