Join Us as a Customer Support Champion – Elevate Your Career

We are looking for an experienced and passionate Customer Support Champion to join our highly regarded team. Renowned for delivering exceptional 24/5 live chat support, we assist tens of thousands of digital marketing professionals worldwide through Intercom.

If you thrive in a fast-paced live chat SaaS support role, have a strong understanding of digital marketing or SEO, and excel at building rapport with customers, this is the perfect role for you. Our tight-knit, global team of 17 (and growing!) embraces collaboration, innovation, and excellence, creating a remote work culture that is friendly, supportive, and highly productive.

Responsibilities
As a Customer Support Champion, you will be at the forefront of our customer interactions, ensuring an exceptional experience for each user. Key responsibilities include:

1. Customer Support Excellence:
   • Provide world-class live chat support, addressing customer inquiries promptly and professionally.
   • Build strong relationships with customers by delivering personalized, empathetic assistance at every interaction.
2. Problem Solving and Troubleshooting:
   • Use critical thinking and resourcefulness to resolve technical issues effectively.
   • Collaborate with Product and Engineering teams to resolve bugs and other issues swiftly.
3. Cross-Functional Collaboration:
   • Partner with Customer Success and Sales teams to address customer risks and opportunities.
   • Suggest process improvements to enhance customer experience and contribute to product growth.
4. Customer Education:
   • Educate customers about product features and capabilities, empowering them to achieve their business goals.
   • Provide actionable, professional insights tailored to customer needs.
5. Proactive Support:
   • Anticipate customer needs by thinking creatively and delivering solutions that reassure and delight them.

Qualifications
To excel in this role, you’ll need a combination of technical skills, customer service expertise, and a passion for problem-solving. Here’s what we’re looking for:

1. Essential Skills and Experience:
   • At least 2 years of experience in a SaaS customer support role (B2B experience is a bonus).
   • Strong background in live chat support with proven performance metrics.
   • Advanced written communication skills with the ability to convey complex ideas simply.
2. Emotional Intelligence and Relationship Building:
   • High emotional intelligence with the ability to empathize, reflect, and adapt to customer sentiments.
   • Excellent rapport-building skills to foster trust with both customers and teammates.
3. Technical and Problem-Solving Abilities:
   • Familiarity with SaaS platforms and related technologies.
   • Critical thinking skills to troubleshoot and resolve technical challenges efficiently.
4. Preferred Qualifications:
   • Knowledge of SEO and digital marketing, including key strategies and channels, is highly desirable.

Benefits
Joining our team means becoming part of an organization that values growth, innovation, and well-being. Here’s what we offer:

1. Growth Opportunities:
   • Gain experience in a fast-growing SaaS company while working with cutting-edge digital marketing tools.
   • Opportunities for professional development and learning through collaboration with industry experts.
2. Flexible and Remote Work Environment:
   • Enjoy the freedom of working remotely while staying connected with a supportive global team.
   • Participate in regular team-building activities, Slack conversations, and Zoom meetings.
3. Collaborative Culture:
   • Be part of a friendly, open, and inclusive culture that encourages feedback, innovation, and excellence.
4. Making an Impact:
   • Contribute to a team that helps customers succeed and makes a real difference in the digital marketing world.

Applying Guide
Ready to join us as a Customer Support Champion? Here’s how to apply:

1. Prepare Your Resume:
   • Highlight your experience in SaaS customer support, live chat, and problem-solving.
   • Showcase examples of meeting or exceeding customer support metrics and any knowledge of SEO or digital marketing.
2. Submit Your Application:
   • Visit our career portal and submit your resume along with a brief cover letter detailing why you’re the perfect fit.
3. Be Ready for an Interview:
   • Prepare to discuss how you’ve tackled challenging support scenarios and contributed to improving customer experiences in previous roles.

Join us in delivering exceptional support and shaping the future of digital marketing technology. Apply today and become a valued member of our growing team!

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