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When you work with us, you can make a significant impact on communities alongside a team that embodies our core values: respect, growth, innovation, change, and fun. Thanks to our creative, fun, and caring team, you’ll also be part of a company consistently awarded the Best Places to Work award.
SignUpGenius is hiring a Customer Success Specialist. This role will be the first point of contact for our users when they reach out for help. Using your organizational and interpersonal skills, you’ll create a positive experience for our customers. This role is ideal for a team player who thrives in an environment where they can research and test options to find solutions that help their customers achieve desired outcomes. Our collaborative team works hard to ensure our customers succeed and feel comfortable using our SignUpGenius solutions.
Responsibilities
- Create a positive experience for all customers by providing multi-channel support to a large volume of users
- Represent SignUpGenius with a friendly, helpful attitude that assures customers of the company’s commitment to their satisfaction
- Build lasting relationships by engaging customers with helpful solutions while presenting options for more advanced functionality
- Provide friendly, correct, and clearly written responses to customers’ questions, escalating as needed
- Become proficient in any software applications needed for customer support, tracking site issues, and documenting workflow
- Help manage and track feedback from customers on bug fixes, new feature ideas, and improvements
- Provide detailed communication to Product and Development teams about any bugs or issues preventing customers from using the product
- Thoroughly test bug fixes, improvements, and new feature implementations deployed by the Development team
- Support customers through the messaging queue, booked support sessions, replying to voicemails, and any other necessary mediums
- Provide clear and thorough written responses to customers’ questions
- Lead support sessions with customers to troubleshoot issues and provide solutions
- Provide detailed communication to the Product and Development teams about any bugs or common issues that users are facing
- Manage onboarding and ongoing training for customers
- Help manage the improvement and maintenance of the documentation database
- Bachelor’s degree or equivalent experience that qualifies the candidate to perform the job responsibilities
- Minimum of two years’ experience in a similar role
- Superior written and verbal communication skills
- Strong abilities in explaining instructions via email, as well as speaking by phone with users to walk them through successful steps to resolution
- Experience with Zendesk is a plus
- Approachable nature when working with others to solve problems
- Ability to work independently while effectively prioritizing and managing tasks
- Problem solver – proficiency in troubleshooting and following logical steps and procedures
- Excellent organizational and time management skills
- Self-motivated and able to handle responsibilities without consistent oversight
- Ability to work successfully in a team environment, remote or in person
- A positive, flexible, can-do attitude
- Full Time
- Salary: DOE
- Location: Remote, US based
- Start Date: Immediately
- Benefits: group health insurance (medical, dental, and vision), 401(k) matching, life insurance, disability, eight holidays, unlimited PTO, remote work environment, employee-centric giving program, end-of-year bonus, professional development, and more.
