Customer Support & Success Specialist

Description of the offer

Jetpack Workflow is currently looking for its next Customer Support & Success Specialist. In this role, the candidate will be an expert with our SaaS products, being a part of the Customer Support & Success team. This team embodies our company’s value of service. The primary focus of this role is to provide positive one-contact resolutions to customer inquiries. This is accomplished by answering questions and resolving customer challenges quickly and efficiently, to improve Jetpack Workflow’s overall customer experience and retention.

The Customer Support and Success Specialist will also be responsible for customer onboarding, team training, assisting with preliminary lead qualification, helping with our free trial experience, upgrades & user expansions. In addition this role assists with the overall success of customers using Jetpack Workflow’s cloud-based applications. These customers are traditionally in the accounting, bookkeeping, tax, and financial industries.

Who you are:

You are a natural relationship builder

You love learning new tech

You work well independently and collaboratively

You love using your expertise to teach, coach, share, and selflessly help others succeed.

You have a sense of urgency, are conscientious, and have strong attention to detail and it’s important to you to get things done, the right way.

You thrive when you have a variety of tasks, projects, and challenges

You have excellent written, verbal, and interpersonal communication skills with exceptional organizational skills.

You effectively present information (live and or video) and respond to questions, and objections from customers, owners, executives

You are naturally curious and a continuous learner

What you will do:

• Cultivate customer relationships as a trusted advisor in a professional consultative & courteous manner

• Take ownership of first-line, one-call resolutions via phone, chat, and email
• Achieves assigned goals for metrics via phone, zoom, live chat & email; first response times, time to close conversations, customer interaction scores & satisfaction, retention (churn), expansions, upgrades, and renewals by focusing on maximizing the customer experience with every touchpoint.

• Elegantly assist disruptive or upset customers ensuring that every experience is positive

• Provides knowledgeable insight into the products, assisting customers in need, by proactively identifying problems, and finding solutions in real time.

• Is an advocate for both customers and the company in identifying issues and promoting improvements (processes, product features, etc).
• Creating/updating processes to ensure the customer’s overall happiness (quick effective responses, problem-solving, billing, coupons, updating communication materials, onboarding files/process, Jetpack university courses, product integrations, etc)
• Manages billing and refunds according to the company guidelines
• Increases revenue by adding user seat count with existing customers along with upgrading service packages (product tiers) and/or subscription plans
• Works on various special projects as requested.
• Analyzes data and reporting to improve productivity, processes, and responsiveness to customers

Mindset you will bring:

• A Passion for problem-solving
• Ambition & a high level of motivation to help customers succeed
• A willingness to contribute ideas, where the best idea wins out.
• Create a positive, upbeat, and encouraging environment
• Patience & empathy
• Someone who can live out our core values of
  • Leave it better than you found it
  • Stay on target
  • Default to action
  • And serve your team and customers with humility

Requirements

• 1-2 years experience with a software company in customer support and or success role (SaaS preferred)
• Bachelor’s degree in Business, Marketing, or related field; and/or equivalent work experience.
• Technical background and understanding of software solutions and principles preferred
• Ability to speak clearly and concisely, also write reports & professional business correspondence.

While this position is remote, we strongly prefer candidates who are located in the US Eastern or US Central time zone. We are unable to sponsor work visas at this time.

Bonus points:

• Proficient with the following applications; Intercom, Stripe, and Hubspot

Benefits

• 3% 401K match
• Generous health + dental coverage
• PTO
• Remote Only
• Home Office Stipend (setup, new mac, etc)
• Monthly Internet Stipend
• Disability Insurance
• Voluntary Life Insurance

Who we are:

Jetpack Workflow is a remote, B2B SaaS company that focuses on building delightful products that solve painful problems. After talking with hundreds of customers, we launched Jetpack Workflow in 2016 with the goal of helping accounting firms never miss a deadline. Since then we have gone on to serve thousands of customers, became an Inc5000 company, and transitioned to a remote company in the middle of Covid. Fast forward to 2023 and we’re gearing up to have the biggest product release in our company’s history. We’re looking for the right Customer Support & Success Specialist to work with our team to help bring it to market (and we don’t need VC dollars to get it launched).

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