Tag Archives: Customer Support

Keeper is hiring a rock star Consumer Support Specialist to join our successful, highly collaborative B2C support team. This can be a 100% remote position!

Join one of the fast growing Cybersecurity companies and gain valuable skills while supporting and guiding our consumer market in this pivotal role!

About Keeper

Keeper Security is transforming cybersecurity for people and organizations around the world. Keeper’s affordable and easy-to-use solutions are built on a foundation of zero-trust and zero-knowledge security to protect every user on every device. Our next-generation privileged access management solution deploys in minutes and seamlessly integrates with any tech stack to prevent breaches, reduce help desk costs and ensure compliance. Trusted by millions of individuals and thousands of organizations, Keeper is the leader for best-in-class password management, secrets management, privileged access, secure remote access and encrypted messaging. Learn more at KeeperSecurity.com.

About the Job / About the Team

Shift: Friday – Tuesday

Hours: 8:30am to 5:00pm CST

Join a close knit group of Support Specialists who are crushing it in our industry’s space. The Consumer Support Specialist answers / follows up on inbound calls, chats, and emails from Keeper Security’s Consumer customers to provide a high level of service, ensure customers understand product features and benefits, and also provide accurate product and service information. You’re a top candidate if you:

• Effectively resolve user inquiries via phone, email, chat and screen sharing in an accurate and timely manner
• Recognize, document, and alert management of trends in customer calls, chats or emails
• Are passionate about proactively identifying product improvements, identifying and reproducing bugs and escalating to management
• Love applying a positive and professional attitude and image for all internal and external customers
• Can maintain quality in a fast-paced environment
• Want to uphold company policy and procedures
• Excel at maintaining confidentiality
• Follow outlined procedures as they pertain to support team guidelines
• Are comfortable performing other functions as assigned by management

Requirements

Minimum:

• Associate Degree or equivalent work experience
• Must have at least one-year experience in customer support
• Hands-on Proficiency in Microsoft Office Suite and GSuite
• Proficiency working with Smartphones, Tablets and Computers – with Mac, Android and Windows operating systems.
• Must have strong keyboarding skills – i.e. 40+ wpm
• Must be polite, organized, punctual and detail oriented
• Excellent in-person, phone and written customer communication skills
• Proven experience succeeding in a high volume work environment
• Ability to manage time effectively and work independently
• A self-motivated, curious learner and a team player

Preferred:

• Speaking another language such as Italian, German, Japanese or Portuguese is a plus
• Prior experience in software support is a plus
• 2+ years of experience working in call center environment is preferred
• Ability and desire to work a flexible schedule
• Bachelor’s Degree is preferred

Benefits

• Medical, Dental & Vision (inclusive of domestic partnerships)
• Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life
• Voluntary Short/Long Term Disability Insurance
• 401K (Roth/Traditional)
• A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)
• Above market annual bonuses

Keeper Security, Inc. is an equal opportunity employer and participant in the U.S. Federal E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Classification: Non-Exempt

Simply put, syndication is when a group of people comes together to buy a real estate property. At InvestNext, we believe that syndications have the potential to shift the power and ownership of properties in every neighborhood into the hands of individuals and create more prosperous local communities

Our mission is to democratize real estate investing by providing a software platform that takes the frustration and manual work out of raising capital and managing investments, allowing syndicates to focus on what matters most.

InvestNext is seeking a Customer Support Specialist to join a small team responsible for our customers’ experience. The core focus of this role will be primary service delivery through chat and email, as well as video calls. Additionally, you will be responsible for individual and collaborative projects that help maintain a high standard of customer satisfaction and product adoption as our base of customers continues to grow rapidly.

As the face of our brand and the first-line support for our customers, you will become an expert on our customers in the real estate industry and on the quickly developing InvestNext suite of products and services. A willingness to troubleshoot ambiguous issues, an ability to connect empathetically, and adaptability to a growing business are a must for this position. As part of a growing company, you will be expected to take ownership of your work and have opportunities to help shape the team, product, and company.

Requirements

• 2+ years experience in a digital customer-facing role
• Monitor the customer support inbox and optimize workflows to drive down response time
• Own CSAT scores, connecting with unsatisfied customers to provide a solution.
• Monitor and own incoming customer reviews
• Join the team stand-up to touch base and share priorities and any roadblocks.
• Troubleshoot issues that users experience and provide recommended solutions to the product development team.
• Assist new customers with their transition onto the platform, including training and coaching
• Monitor self-serve customer resources (support articles and videos) to ensure they are in tiptop shape
• Assist with testing newly released features and developing training materials to help promote usage across customers

Benefits

• Unlimited PTO with mandatory minimums
• 8 paid holidays
• Flexible working arrangements (remote team)
• Co-working space allowance
• Employee stock options
• Computer of choice
• Generous health plan for you and your family
• 401(k) plan

Salary Range: $50,000-$65,000 DOE

Transifex, internationally recognized by today’s tech leaders as a leading agile translation management solution, is looking for a highly motivated and experienced individual to join our team as a Customer Success Team Lead.

As the Customer Success Team Lead, you will play a vital role in leading and guiding our dedicated US and Mexico Customer Success team to deliver exceptional services and drive customer satisfaction. Your primary responsibility will be driving customer success and ensuring the long-term retention of our valued clients. The role is fully remote but ideally located in CA, NV, OR, WA.

While considering this position, take into account what we value here at Transifex. We come from diverse backgrounds and experiences, but we share one thing in common: We thrive by working together everyday. We are looking for candidates who reflect our values below which are vital for the culture and life at Transifex:

• Be a true teammate
• Consistently grow
• Advocate for the Customer
• Truly own it
• Be your whole self

Requirements

• 5+ years of experience in a customer-facing role, with a strong background in customer success management;
• 2+ years leading a CS team;
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making;
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders;
• Technical proficiency and ability to understand and communicate complex concepts to both technical and non-technical audiences;
• Relevant Bachelor’s degree; preference for computer science or related degrees;
• A customer-centric mindset and a genuine passion for delivering exceptional service;
• A deep understanding of value drivers in recurring revenue business models with SMB and enterprise level accounts;
• Experience with enterprise accounts;
• Business mindset with proven excellent business results

• Lead and manage a team of Customer Success Managers and Success Engineers, providing direction, support and mentorship to maximize their performance and professional growth.
• Foster a positive team culture and promote a customer-centric mindset among team members.
• Guide and advise team members in their customer interactions, ensuring successful outcomes.
• Collaborate closely with cross-functional teams, including Sales, Product, and Marketing, to align customer success initiatives with company goals and objectives.
• Monitor key metrics and performance indicators to evaluate team performance and identify areas for improvement.
• Foster strong relationships with key customers, serving as their trusted advisor and advocate within the organization.
• Utilize your technical background to understand and effectively communicate complex product functionalities and address customer technical inquiries.
• Develop and implement strategies to ensure customer satisfaction, retention, and overall success.
• Assess client health and develop strategies to mitigate churn.
• Meet retention goals through data driven analysis, planning, and execution.
• Protect existing revenue streams, identify and neutralize competitive threats.
• Stay up-to-date with industry trends and best practices in customer success, and proactively share knowledge with the team.

Benefits

The health of our company and the success of the SaaS product we offer is directly related to the work environment we create for ourselves. With this in mind, we strive to create a welcoming and positive place in which we work and thrive, creating an outstanding experience for our people. This role will be compensated in the range of $130,000 – $156,000 per year. In addition to the base pay and variable pay, we offer our team members:

• Health, Dental, Vision Insurance Options
• Life, AD&D Insurance, STD, LTD
• 401k plan
• Fully Remote & Flexible Work Environment
• Unlimited PTO & Holidays
• Paid Sabbatical Leave and other types of leave
• Learning Opportunities
• Top notch equipment of your choice
• Equipment allowance to set up your home office
• Monthly remote-work stipend
• Company Fun Events
• Employee Assistance Program (EAP)
• Calm Meditation App Subscription
• Yoga sessions
• Amazing culture and close-knit team

About the Company

Transifex helps companies – from startups to enterprises – connect with their users in their native language. With our SaaS-based Localization & Translation Management Platform, organizations and brands can easily translate digital content with ease, in a continuous manner. Customers across a variety of industries, rely on Transifex, including Hubspot, Waze, Eventbrite and Datadog among others.

Transifex is an Equal Employment Opportunity Employer and believes that diversity enhances the ability to deliver our first class software services. Our workplace is discrimination-free and committed to ensuring equal employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status or any other characteristic protected by law.

About the Job

As a Customer Success Manager you will be the primary point of contact for our user base with some of the biggest brands in the world. You will be working to understand their business, goals, and helping define what success looks like.

In close collaboration with a Growth Account Executive counterpart, you’ll develop account strategies to ensure Opal is demonstrating value for the customer. In addition, you will own renewals and potential growth opportunities for a portion of your book of business.

About You

You are a passionate professional with excellent communication skills and are a strong strategic thinker. You understand the difference between making customers happy versus successful and are laser focused on the latter. You thrive on feedback and combine it with metrics to drive yourself and your customers towards continuous growth.

About Opal

Opal is the planning platform that enables marketers to plan, create, and calendar their content in one place. By working in Opal, teams get the visibility they need to stay aligned and collaborate efficiently. Visit workwithopal.com to learn why Opal is trusted by leading brands including Target, Starbucks, Microsoft, General Motors, and many more!

Requirements

Responsibilities

• Establish customer rapport to develop consultative and productive customer relationships and become a customer advocate.
• Guide customers through the Opal engagement and implementation model to ensure maximum usage, adoption, value, expansion, and retention.
• In partnership with your Growth Account Executive, identify and pursue growth opportunities within the customer base.
• Build and own a change management plan for each customer to drive continuous value and user retention..
• Be the Opal product expert and demonstrate a deep understanding of the platform and solutions; use enablement materials to help customers leverage the platform’s functionality to its fullest potential and achieve desired business outcomes for customers as well as Opal.
• Create positive synergy with Growth Account Executive counterparts to deepen customer partnerships and collaborate on strategic approaches for each customer in your assigned territory.
• Be the voice of the customer internally and collaborate with cross-functional teams (Education, Support, Sales, Product, and Marketing) on key milestones along the customer journey.
• Understand and improve internal processes for troubleshooting customer issues.
• Utilize digital CRMs (e.g. SalesForce, etc.) to accurately manage customer information, identify and resolve at-risk early indicators, service gaps, identify optimization and expansion opportunities, and bolster territory management and growth plans.
• Work proactively to eliminate risk of customer churn, escalating issues as needed.

Performance Metrics

As a performance driven organization, we root all things in data. It helps us understand where we are succeeding, and where we need to improve. Some of the metrics we’ll focus on:

• Gross retention rate
• Usage and adoption of Opal within your customer portfolio
• Expansion / Upsell opportunities created with your Sales counterpart

Skills, Experience, Knowledge:

• 5+ years of experience in an enterprise customer success or similar role at a SaaS company, ideally in the marketing vertical
• Proven results in meeting customer retention and expansion goals.
• Ability to correlate user and usage data alongside desired outcomes for customers.
• A proactive, intentional approach towards handling strategic customer communication and challenges.
• Solid understanding of the marketing industry tech stack and potential vulnerabilities, competitive tool functionality, purpose and ability to uncover potential threats.
• Excellent written and verbal communication skills, including presenting in-person and remotely to a diverse range of stakeholders, including C-Suite
• Proven ability to work and succeed in a fast-paced, changing environment
• Exceptional project management skills including time management, task organization, and prioritization
• Demonstrated success working with internal, cross-functional teams and individuals from diverse communities and cultures

• Natural alignment with Opal’s Values: Open & Honest, Passionate, Accountable, Level-Up, Intentional, Teamwork, and Excellence

• Experience in working with/on marketing teams

Education:

• Undergraduate degree or equivalent experience required; advanced degree in a related field a plus

Benefits

Some benefits our team members enjoy include:

• Competitive, market-leading compensation package, including stock options
• 100% company-paid Medical/Rx, Dental, and Vision Insurance for employees (plus company-subsidized dependent coverage)
• Employer funded Health Savings Account (HSA)
• Flexible Spending Accounts (FSA) for Health, Dependent Care, Commuter, Parking
• Company-paid Life/AD&D, Short and Long Term Disability Insurance (with voluntary buy up options)
• Pet Insurance for your furry friend
• Unlimited Paid Time Vacation, Paid Sick Time, and 21 Paid Company Holidays
• Paid Parental Leave & Back-to-Work Program
• 401(k) and Roth Retirement Plans
• Company-sponsored outreach & activity programs

Opal is an equal-opportunity employer and committed to creating an inclusive and diverse environment. We believe a diverse workplace promotes innovation and enhances decision making. We encourage applications from all qualified candidates and will consider all applicants without regard to race, color, religion, gender identity or expression, national origin, sexual orientation, disability, age, or veteran status.

Pay: $75,000 – $90,000 DOE

Care Coordinator

This is a FULLY Remote position for a US-based company.

Values
The company has core values that we believe in and expect from all our employees.
Dignity – Providing dignity and respect to our customers, caregivers and fellow employees
Service – We are providing high-quality service to our fellow employees and clients, we are to
be polite, friendly and understanding even during difficult situations.
Education – We believe in training and education for not only our caregivers and fellow teammates but education to the community and our clients. This is why we are part of the National
Aging In Place Council as well as taking the time to explain our industry to new prospects.
Technology – Integrating new technology is imperative to adapting to the changing landscape of
caregiving services.

What You Will Do:
Job Summary: Responsible for coordinating care for our clients by communicating with caregivers to finalize schedules. Work to ensure that appropriately skilled caregivers are placed in the right case. Must enjoy the idea of putting a puzzle together and thinking outside the box.
Must be able to juggle multiple tasks at once and be organized about it.
Candidate can work from 8:30am – 5pm or a later start-time and ending time

What is required is someone who understands the need for staffing in a shift-filling industry.
Previous experience hiring and scheduling employees at restaurants, fast-food, retail, and
hospitality jobs could be great fits for this type of role.
While the primary responsibilities are listed below, the right candidate would like working for a
small but growing team. No job is too small, and we all are willing to jump in and help others
when someone is overwhelmed with work.

You would be working within the operations team and with the staffing coordinator who handles
the recruitment and on-boarding of caregivers. The two departments need to work together to
understand what types of caregiver are needed. Do we need day-time, night-time, short-hour,
long-hour or live-in specific caregivers right now to fill shifts? You would communicate with the
team about what types of caregivers you need.
Your direct manager would be the Director of Client Care, who handles the day-to-day operation
of our clients and their care services. Rounding out our team is a sales liaison who develops
relationships with referral partners, a financial manager, the owner, and an administrative
assistant who helps wherever it is needed.

Requirements

Qualifications/Skills/Required Knowledge:
● The ability to anticipate customer needs, change goals and direction quickly and
multitask
● Positive attitude essential
● Excellent phone skills required
● Strong computer skills including Google products, Gmail, Google Docs
● Interpersonal, organizational and communication skills.
● Ability to carry out directions, read and write.
● Maturity and ability to deal effectively with the demands of the job.
● Organization skills are key to effectively accomplish the job.
● Proven excellence in customer service
● Capable of using independent judgment/solid decision-making skills
● Strong memory

Responsibilities:
● Creates and maintains staff schedules for clients and caregivers
● Schedules client appointments/visits according to client schedules and staff availability.
● Enters scheduling data, creates schedules.
● Contact caregivers and clients regarding day-to-day changes.
● Discerns client services required as outlined in agreements, urgent requests and care plans.

● Enters staff and client information into a database.
● Maintains staff and client database
● Performs general office duties including but not limited to word processing, photocopies,
files, shreds, sort/distributes mail, provides reception and telephone services.
● Rotating on-call/emergency duties (2 weeks per month with low call volumes)

Interpersonal Skills:
● Excellent communication skills: oral, written and presentation.
● Ability to interact and communicate with all levels of management.
● Ability to adjust the message to the audience as appropriate.

● Self-starter and sense of urgency for scheduling
● Ability to manage assigned responsibilities independently.
● Ability to prioritize, manage time effectively and multi-task.
● Ability to effectively function in a team environment.
● Ability to influence others, including influencing without authority.
● Diplomacy in dealing with health care providers to resolve conflicts.

Experience
● Scheduling experience ideal
● Experience in home health care preferred
● Previous experience as a HHA or CNA a plus

Our customer service representative, or CSR, will act as a connection, providing product/services information and resolving developing problems that our clients might face with precision and competence.

The best CSRs are genuinely delighted to help customers. They’re tolerant, empathetic, and intensely communicative. They love to talk. Customer service representatives can put themselves in their clients’ shoes and advocate for them when necessary. Customer feedback is priceless, and our CSRs can gather it for us. Problem-solving also comes naturally to customer care specialists. They’re confident at troubleshooting and investigate if they don’t have enough knowledge to fix the problem.

Your goal will be to ensure exceptional service standards and sustain high customer satisfaction.

• Handle high amounts of incoming calls
• Produce sales leads
• Identify and evaluate customers’ needs to deliver satisfaction
• Build sustainable relationships of trust through open and interactive discussion
• Provide accurate, valid and comprehensive information by using the right methods/tools
• Reach personal/customer service team sales targets and call handling quotas
• Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers

• Some proven customer support experience or experience as a client service representative
• Track record of not just reaching, but exceeding quota requirements
• Strong phone administration skills and active listening capabilities
• Experience with CRM systems and practices
• Customer orientation and capacity to adapt/respond to different types of characters
• Exceptional communication and presentation skills
• Ability to multi-task, prioritize, and control time effectively
• High school degree

At GovAssist, we pride ourselves on our unwavering commitment to providing exceptional services. Our partnership with GovAssist Legal allows us to offer a comprehensive wide array of visa solutions tailored to meet our customer’s unique needs and specific requirements. Our proficient and knowledgeable team is well-versed in all facets of visa processing, from investor visas, marriage visas, and citizenship to green card procedures. Countless individuals have been able to successfully travel or move to the United States after relying on our devotion to aiding them in navigating the often complexity of this process.

Reviewing a part of our ongoing projects will give you a clear idea of our current focus and priorities: govassist.com, govassistlegal.com, evisa.us.com, travelassist.us.com, and visaexpress.us.com.

As an industry frontrunner, we strive for excellence in all aspects of our services, constantly innovating and making strategic adjustments to ensure our customers receive the optimal outcome.

The most important aspects of our recruitment process are self-awareness and collaboration. We seek individuals who possess a thorough comprehension of their own selves and what they wish for in their professional path. This means our collaborators not only possess the right skills but also make the conscious decision to look for a company in our industry. We welcome the chance to get to know you, and we are committed to building a diverse and inclusive team that consists of a variety of backgrounds, cultures, languages, experiences, preferences, and characteristics.

The Opportunity

The starting hourly rate for this role is $6/h, and we expect a full-time and long-term collaboration.

You will: