Description
Posted yesterday
- Serve as the first point of contact for our customers around the world that reach out to us via our support channels (email, chat, video conference)
- Answer all questions related to the Culture Amp platform and escalate when necessary - we receive around 4,000 emails and 4,000 chats per month - you’ll be busy!
- Educate and empower our customers to be better Culture Amp users and become People Geeks
- Serve as an internal resource for all departments and help them be successful - this might look like responding to “quick questions” in Slack or even joining a virtual meeting to serve as the product expert
- Be responsible for ensuring that customer data is handled securely - we are gatekeepers and manage internal requests for access to accounts by other team members at Culture Amp.
- Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers’ challenges
- Partner with the Customer Organisation across multiple time zones (we are a globally distributed team) to continuously improve our customer experience as our customer base grows
- You enjoy interacting with people and building relationships with customers
- You are able to empathise with customers in a genuine way that lets them know you care about their issues
- You have the ability to explain technical issues in simple terms
- You know when to ask open-ended questions vs. close-ended questions to best understand an issue
- You are professionally self-directed and self-motivated
- You are naturally curious and love to learn. The more technical the better!
- You have been a member of a globally distributed team supporting a SaaS product or similar experience in a customer-facing role
- You have ideally used help desk systems (Intercom, Zendesk, Freshdesk, Help Scout, etc.) as your primary tool in previous roles
- You are no stranger to helping multiple customers at once in a high-velocity service environment.
- You have a technical understanding of how Email, Single Sign-On, and SFTP work (not necessary but comes in handy!)
