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Latest post 8 months ago
Customer Support Representative
at Universal Audio
Remote (Domestic USA)
Department: Marketing / Customer Support
Location: Scotts Valley, CA OR Remote
Universal Audio is looking for a talented Technical Support Representative to join our growing team. This person will provide pre and post-sale technical support for UAs product line of connected digital interfaces, guitar products, analog equipment and on-line store. The ideal candidate for this position will have extensive knowledge of guitar products, support and lore. This is done via online request, telephone support and via self-service tools.
Responsibilities:
- Assist all Universal Audio customers and incoming inquiries as required
- Provide UA product installation support and troubleshooting for Windows and MAC based computers
- Provide configuration and troubleshooting of Windows and MAC based computer systems and DAWs to customers
- Generate knowledge base entries, both written and in video tutorial formats
- Communicate directly with customers either by telephone, chat, on line requests, or service requests
- Respond to customer inquiries, complaints, and service requests within specified department metrics
- Handle and resolve or appropriately escalate customer complaints to achieve high customer satisfaction interaction scores
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Process replacement parts orders
- Provide customers with presales product and service information
- Provide support to customers to help resolve potential account issues, including research of on line purchases
- Communicate and coordinate with internal departments as required
- Provide Return Material Authorizations (RMA) in accordance with warranty standards, internal policies or for approved sales returns
- Coordinate the handling of RMA, and service requirements through the distribution channel
Qualifications:
- Communication skills English, verbal and written. In addition, region specific language as required by position.
- Problem analysis and problem-solving
- Attention to detail and accuracy
- Ability to translate support transactions and provide data collection to categorize interactions
- Adaptable, initiative, tolerant, empathetic, and with a positive approach to customers needs
- Experience with use of UAD-2/Apollo hardware products.
- Experience with UA Software: UA Console and LUNA recording software.
- Ability to lift 20 pounds
- Must be able to sit for extended periods
- Available to work overtime and weekends when required.
- Have access to high speed internet connection to accommodate working remotely
- Have an appropriate workspace in your residence, when applicable
- Have reliable transportation, when applicable
Education / Experience:
- High school diploma, general education degree or equivalent work experience. Formal recording technology education desirable
- Advanced Knowledge of customer service principles and practices
- Advanced Knowledge of configuring and troubleshooting Windows and MAC based computers
- Knowledge of relevant computer applications DAW for use with Universal Audio products (i.e. Cubase, Pro Tools, Nuendo, Ableton Live, Logic Pro, etc.)
- Knowledge of recording studio hardware/software signal routing principles, and modern recording techniques
- Knowledge of music production, sound design, basic principles of sound
- Knowledge of guitar rig configuration, signal routing, pedal board set up, and effects
Compensation:California Hourly Rate of Pay is $18.50 per hour
Base salary/hourly rate of pay will be based on the cost of labor for the city/state in which the new hire resides, at the time of hire
UA offers competitive benefits:Profit sharing, Medical/Dental/Vision, 401K Safe Harbor Contribution, Stock Options, Flexible time-off (PTO/Sick Leave/Company Holiday Time-off), etc.
UA Mission:We exist to thrill and inspire music makers everywhere with timeless sound and impeccable craftsmanship, freeing the songs inside and allowing you to sound like the records you love.
UA Vision:In the future, music makers around the world will trust Universal Audio as a friend and creative partner, inspiring them to craft amazing records as naturally as playing their first instrument or singing their favorite song. The best home, project, and professional studios will feature most of the UA equipment from floor to ceiling ranging from audio interfaces and guitar gear to microphones and software all of it working together to deliver unrivaled sonics and operational symphony. Our customers will eagerly await each new UA product like a hit record or blockbuster movie, trusting that it may spark them to create the best music of their lives. In doing so, UA will become revered worldwide as the way that music is made.
Universal Audio is an equal employment opportunity employer. Our policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, genetic information, or any other basis protected by applicable law. UA also prohibits harassment of applicants or employees based on these protectedcategories.
Customer Support Agent (m/f/d)
- Worldwide
- Remote OK
- Full-Time
About DECA Games
We believe that games should be played for decades but many are abandoned even when a loyal community is screaming to keep them alive. DECA specializes in acquiring games from other developers and reinvigorating them to continue to entertain for decades. When other studios see an old game, we see a fantastic set of problems to solve and a huge opportunity.
DECA is a remote company with over 300 people in over 30 countries globally. DECA is also a part of the Embracer Group, the largest public gaming company in Europe.
About our culture
Weve managed to maintain a small company feel with the stability and resources of a much larger one. We fully believe in the flexibility of a remote workplace. Team members are trusted to manage their time and get things done independently. We think that egos and politics need to be checked at the virtual door. That means no jerks are allowed, that no job is too small for anyone, and an openness to help and learn from each other is required. We love the challenge of working within constraints and love when we succeed as a team. Check out more about us and our values on our website (www.decagames.com).
This is a remote position. You can work from anywhere in the world but we ask you to have a 3 hours overlap with our Asia office at some point during the day (10 am – 7 pm HKT (GMT +8)).
About the role
We are looking for a Customer Support Agent with experience in customer support to help us provide top-notch customer service and support to our valued players.
Responsibilities
- You are part of our support team and take care of electronic data processin;
- Youre the first point of contact for our customers, processing incoming e-mails and responding to customer questions and inquiries in an efficient and effective manner;
- Supporting the team in executing and optimising all processes within the customer service department.
Requirements
- Excellent communication and problem-solving skills and a service-oriented approach;
- Very good written and spoken English skills;
- At least 1 year of experience in B2C support.
Benefits
- Remote first company culture.
- Flexible work hours to support a personal work-life balance.
- Weekly remote Embodiment@Work breathing and workout exercises.
- Online language classes: English, German, French, Spanish etc.
- Working in a multicultural environment with people from over 30 different countries.
- Flat hierarchies with an open-door policy.
Rasa is hiring a remote Senior Customer Success Manager. This is a full-time position that can be done remotely anywhere in Germany, Serbia or the United Kingdom.
Rasa - Open source conversational AI.
Are you interested in joining a rapidly growing business in the cryptocurrency, sports and gambling industry, where you’ll provide exceptional service to our growing player base? We are on the lookout to expand our Player Support team, where we provide exceptional service to our players.
As one of our Player Support Representative, you will be the main touch point with our players, helping them enjoy our platform and assisting them with any queries. All communication with our players will be via chat - no phone calls!
If you don’t have experience in cryptocurrency, sports or gambling industry, that’s okay! We can provide this training on the job. We are looking for candidates who are thoughtful, have great communication skills and are able to provide personalised attention to our players.
Our service never stops! As we service players around the world, we create a roster for our team to service our players across multiple time-zones. We have roles which fit within normal AEST (UTC +10) business hours, but we’re also on the hunt for team members who are keen to work rosters which service our players in different time zones. Let us know your preference as part of your application.
This is an excellent opportunity to get the chance to develop in your career. We’re keen on hearing about what motivates you professionally and provide you a pathway to learn and develop in our company.
As we build our business, we’re working hard to create an inclusive team environment, where we value people who can work well together, can have fun and be respectful to one another. This role is ideal for someone who wants to be part of a growing company, can collaborate and help us build something great!
At Kingside we are a service provider of Shuffle.com. Shuffle is the future of crypto betting and the premier destination for casino games and sports betting.
Locations: Melbourne, Australia preferred. Remote options may be available for exceptional candidates.
Employment Type: Full-time, rostered positions. Candidates must be flexible and available to work weekends, nights, and public holidays as required.
Start Date: Immediate, flexible.
Key Responsibilities:
- Providing high-quality, speedy customer support via live chat
- Addressing and resolving player inquiries in a timely and professional manner.
- Maintaining a high level of client focus and dedication to customer satisfaction.
- Demonstrating a strong capacity for attention to detail and problem-solving.
Capacity and Skills:
- Proactive personality with a willingness to learn and adapt.
- Strong computer proficiency and strong communication skills, including writing with correct grammar.
Desirable Qualifications:
- Experience within the gaming, betting, or cryptocurrency industries is highly regarded but not essential.
- Candidates with previous customer support experience, especially in relevant fields.
- Bilingual or multilingual candidates (with writing ability) will be highly regarded.
Benefits:
- Competitive salary and benefits.
- Opportunity to be part of a growing industry and company.
- Dynamic and supportive work environment.
- Training and development opportunities.
We are an equal opportunity employer and value ersity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Apply Now
If you are passionate about providing outstanding customer service and are seeking an opportunity to advance your career with a company at the forefront of the sports and gambling industry, we encourage you to apply.
Please submit your CV of no more than 2 pages, and a cover letter of no more than 200 words, highlighting your suitability for the role and what has motivated you to apply.
How will we assess your application?
Communication is key to this role, as you’ll be the face of our online gambling site, dealing directly with our players. Please read the job ad above and submit your 200 word max cover letter outlining your professional motivation and your suitability for the role. We want to see how you can communicate - striking the right balance between being factual and persuasive, and showing your personality in the way you write.
GitHub is hiring a remote Customer Success Manager. This is a full-time position that can be done remotely anywhere in Australia.
GitHub - The world's leading software development platform.
Binance is looking to hire a Customer Service Representative (English) to join their team. This is a full-time position that is 100% remote with no geographical restrictions. Work remotely from anywhere.
Title: Associate, Customer & Product Support
Job Description:
Location: United States (Remote)
Reports to: Director, Customer & Product Support
About AlphaSense:
AlphaSense is a market intelligence and search platform used by the world’s leading companies and financial institutions. Since 2011, our AI-based technology has helped professionals make smarter business decisions by delivering insights from an extensive universe of public and private contentincluding equity research, company filings, event transcripts, expert calls, news, trade journals, and clients own research content.
Headquartered in New York City, AlphaSense employs over 1,350 people across offices in the U.S., U.K., Finland, Germany, India, and Singapore.
About the Team:
Customer & Product Support (C&PS) sits at the intersection of sales, customer success and technical support. Through close teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSenses market-leading platform and products. We are committed to enhancing every users experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US, UK, India and Singapore.
About the Role:
We are looking to hire an Associate, Customer & Product Support to join the growing C&PS team at AlphaSense. This role marries the technical knowledge of our solution with a deep understanding of our users, across all of the segments and business units that we work with, to realize maximum value from the platform. The team is heavily relied upon to contribute excellent customer service, which ultimately maximizes prospect and customer health. In order to learn our business and customer inside and out, this team acts as our first line of support. This role spearheads usage and engagement and partners with our product management and engineering teams in determining future product developments that will resonate with the market.
Customer and Product Support is an excellent launching off point to accelerate your personal growth and career at AlphaSense. The role offers cross-functional exposure across our business, consequently providing you with great exposure to the different areas you may want to develop your career in, as you grow with us.
Who You Are:
- An intelligent, articulate, consultative and confident client-facing professional with 1-2 years of experience working in a client/product support role.
- You possess a customer-first mindset and enjoy working through complex problems to find solutions.
- You enjoy being part of an entrepreneurial team and work diligently to help others when needed.
- You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms.
- You are curious, proactive and possess a continuous improvement mindset with the ability to learn quickly and adapt. Because of our erse base of clients, much of the technical knowledge required to succeed will be learned on the job.
- You have strong attention to detail, effective time management skills and the ability to rigorously prioritize under pressure.
- You have an interest in AI, technology and software applications.
What Youll Do:
- Deliver a world-class customer experience.
- Act as the first line of defense and advocate for all of customers globally to ensure we deliver a consistently positive customer experience through timely responses and effective resolution of queries and issues.
- Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions.
- Provide impeccable customer support.
- Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed.
- You will escalate tickets to appropriate teams when needed and will retain a position as the customers point person through regular updates and confirming resolution.
- Act as a key partner to Product and Engineering.
- You will have a deep understanding of both our product and customers to uniquely collaborate through fielding feedback and feature requests to identify product opportunities and appropriately convey that information to the correct product groups or within specific ongoing initiatives.
- You will be responsible for packaging information in an easily accessible and actionable way for technical teams to process and resolve accordingly.
- Be an expert on our product and continuously build your knowledge.
- Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge
- Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on their expertise.
AlphaSense is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all iniduals. All employees share in the responsibility for fulfilling AlphaSenses commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.
In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.
Base Compensation*: $67,000-$80,000
Additional Components: You may also be offered a performance-based bonus, equity, and a generous benefits program.
*For base compensation, we set standard ranges for all US-based roles based on function, level and geographic location, benchmarked against similar stage growth companies and internal comparables. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience/expertise and may vary from the amounts listed above.
Location: Latin America; 100% Remote
Semaphore, a leading software delivery service with a global customer base, is looking for an Account Support Representative to join our team.
The Customer Support team at Semaphore plays an important role in our relationship with customers. The most significant characteristic of our support team is that we love helping developers – more than 9 out of 10 customers rate Semaphore support as exceptional. Our mission is to keep the customers happy by assisting them as quickly and awesomely as possible. That is where you step in.
You will handle a wide variety of inquiries, including questions about user credentials, billing, and user management while delegating technical support requests to the rest of the team. It requires a logical brain and a speedy sense for solving problems
This is a full-time remote position with a fixed 12-month contract for maternity leave cover.
Working hours: 10 – 18 PST (GMT-8) Mon – Fri
Responsibilities
- Respond to customer requests in a timely and accurate way via email or Slack
- Analyze customers’ requests to understand common issues and needs
- Update our internal knowledge base with useful information gathered from the communication with the customers
- Participate in building internal processes and procedures to make them as effective and efficient as possible
- Gather feedback from the customers and propagate it to the relevant teams
- Follow up with customers to ensure their issues are resolved
- Collaborate with other teams in handling and overseeing customers’ payments
Requirements
- 1+ years of professional experience in a customer support role within a startup environment, or equivalent.
- Minimum Bachelor’s degree or equivalent level of education
- Excellent English, both written and verbal communication skills
- Ability to work effectively remotely with an international team
- Emotional intelligence and empathy — you are a people person who is naturally pleasant to customers even if they are having a bad day,
- Strong analytical reading skills – you can recognize the question behind a question.
- Excellent problem-solving skills – you might not know all the answers, but you know how to find and communicate the solution.
- True customer advocate – you understand the importance of keeping both the customer and the relevant internal teams regularly updated
- Highly organized and self-managed, have an excellent work ethic and attention to detail.
- Proactive team player interested in taking an active part in the evolution of team processes
Bonus experience
- Familiarity with remote desktop applications and help desk software (eg. Zendesk)
- Experience in communicating with developers
Benefits
- The impact of working on a product competing in a global market.
- Join a small team of around 30 full-time people who love their work.
- A healthy 40-hour work week and a friendly and supportive work environment.
- Competitive salary.
- Company retreats.
- Space to learn continuously and choose the tools and equipment for your job.
- Interact with developers that use Semaphore and talk about the latest and significant way to develop and ship software.
- Paid membership at a fitness club of your choice.
Semaphore is an equal-opportunity employer. Consistent with our mission of serving a erse and global audience, we value a erse workforce and inclusive culture, which reflects that. We encourage applications from all qualified iniduals without regard to race, colour, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.
Customer Service Representative- Monday, Tuesday, Wednesday, 11:00 a.m. to 7:30 p.m. and Saturday and Sunday 9:00 a.m. to 5:30 p.m.
Job Category:Administrative
Requisition Number:CUSTO026135
Full-Time
Rate:$14 USDper hour
Locations: Remote USA United States
Job Details
Description
Position Description:
This position is responsible for receiving and processing customer orders by telephone and ensuring all customer requests are handled in a prompt, efficient, courteous and professional manner. The CSR will process all customer orders in accordance with the established company standards and procedures. As one of the primary points of contact with the customer, the CSRs responsibility is to make a concerted effort to listen to the customers needs and provide them with a positive experience. In addition to this primary duty, the CSR will be cross trained in the other positions within the department and when needed, will be asked to perform these functions as well.
Essential Duties and Responsibilities:
Productivity: Be able to handle an average110customer interactions per eight (8) hour shift after 4 months in the position. This includes incoming and outgoing calls.
- Provide prompt, accurate and courteous responses to customers
- Solve routine and complex problems (Contact supervisor immediately for problems unable to solve)
- Answer incoming customer service orders as soon as possible
- Display active listening and superior customer service skills for both external & internal customers.
- Document activity to the DDF system
- Consistently check appropriate DDF screen for report results to call back to customer
- Display the ability to enter orders manually via our fax process
- Display the ability to operate the phone system effectively
- Adhere to work schedule
Other duties as assigned
Qualifications Required:
- Ability to work independently and as a team
- Must demonstrate the ability to perform the different tasks they have been trained for in the call center. The retention of this knowledge is a critical part of cross training the call center personnel
- Computer knowledge
- Strong customer service skills
- Solid communication skills (including verbal, written and listening skills)
- Solid problem solving and decision making abilities
- Good organizational skills
- Execute and prioritize multiple tasks
- Professional
- Ability to type 35 40 words per minute
- Flexible and adaptable to change
- Medical terminology / experience preferred but not required
- A minimum of a High school Diploma or equivalent required
- Must have high speed internet for Remote work
Benefits:
TridentCare offers a competitive wage and robust benefit package tofull time employees. Part time employees are eligible for many of the same below, pro-rated. Benefits include:
- Two weeks of vacation time
- Health Insurance after 30 days!
- Sick time
- 8 paid holidays
- Same day pay available
- Medical insurance allowance, giving you the freedom to customize your plan to fit your needs
- Dental insurance
- Vision insurance
- Disability insurance
- Company paid life insurance
- 401(k)
#MBX
Qualifications
Skills
Preferred
Computer Skills
Intermediate
Customer Service
Some Knowledge
Education
Preferred
High School or better.
Equal Opportunity Employer/Protected Veterans/Iniduals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to iniduals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)
Deel is hiring a remote Team Lead, Customer Support (LATAM). This is a full-time position that can be done remotely anywhere in LATAM.
Deel - Payroll and Compliance for International Teams.
Netlify is hiring a remote Senior Director of Success and Support. This is a full-time position that is 100% remote with no geographical restrictions. Work remotely from anywhere.
Netlify - All-in-one platform for automating modern web projects.
Rep, Enrollment Services 1 (Remote)
Molina Healthcare Job ID 2024728
JOB DESCRIPTION
Job Summary
Answers telephonic calls from potential members who are interested in applying for Medicaid benefits. Assists by assessing the federal guidelines to see if the potential member qualifies for Medicaid benefits in the state of residence. Makes outbound calls to potential members who have submitted a request for information on how to subscribe to Molina healthcare as their Medical Care Organization (MCO). Provides product and service information for potential members to make an educated choice for Molina healthcare as their MCO. Resolves member inquiries regarding providers affiliated with Molina Healthcare under the Medicaid line of business. Based on the state the potential member lives in, the representative may assist by completing an online application, or transfer the member to the Medicaid enrollment agency for the completion of the subscription into the plan.
KNOWLEDGE/SKILLS/ABILITIES
- Responds to incoming calls from prospective members.
- Places outbound calls to prospective members.
- Assists with formal training needs of new employees as needed.
- Assists with identifying which federal health program a prospective member may qualify for.
- Guides the prospective member on what steps to take to apply for health coverage.
- Assists prospective members who already have Medicaid benefits enroll with Molina Healthcare.
JOB QUALIFICATIONS
Required Education
- Associate degree or equivalent combination of education and experience
Required Experience
- 1-3 years Sales or customer service in a fast-paced, high volume environment
Preferred Education
- Bachelor’s Degree or equivalent combination of education and experience
Preferred Experience
- 3-5 years Sales or customer service in a fast-paced, high volume environment
- To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.
- Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V
Pay Range: $12.19 – $26.42 / HOURLY
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.About Us
Molina Healthcare is a nationwide fortune 500 organization with a mission to provide quality healthcare to people receiving government assistance. If you are seeking a meaningful opportunity in a team-oriented environment, come be a part of a highly engaged workforce dedicated to our mission. Bring your passion and talents and together we can make a difference in the lives of others. Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
Job Type: Full Time
Sherpany is hiring a remote Customer Support Specialist (native or expert German). This is a full-time position that can be done remotely anywhere in Europe.
Sherpany - The next generation software for successful executive meetings.
Okta is hiring a remote Customer Support Program Management Intern (Summer 2024). This is an internship position that can be done remotely anywhere in the United States.
Okta - The identity company that stands for trust.
About the role
You will play a key role in managing our digital community and providing top-tier customer support. This position is crucial for shaping and maintaining the voice and presence of DEX Screener across various digital platforms, including Telegram, Discord, and Twitter, while also managing customer support through platforms like Zendesk. Your contributions will be essential in enhancing our community engagement and support services.
About DEX Screener
DEX Screener is a real-time blockchain analytics app used by 2M+ crypto traders every month. As a small, lean team of 7, we are deeply involved in the rapidly expanding crypto industry. If you’re reading this, you likely already know about us :)
If working on a fast-growing product used by a butt load of people seems interesting to you then read on.
You must
- Open to all time zones, but you have to choose between one of the shifts:
- Monday-Friday from 4am to 12pm UTC
- Tuesday-Saturday: from 8pm to 4am UTC (if you are on GMT>5 that’s Wednesday-Sunday)
- Strong resilience and patience when handling inquiries from both beginner and occasionally frustrated users in the crypto space.
- Proven experience managing Telegram and Discord channels and bots.
- Familiarity with customer support systems (we use Front.com).
- Excellent communication and community engagement abilities. Comfort working independently in a small team.
- Fluent in ‘crypto-bro’ language: You should be comfortable with cryptocurrency jargon and the unique culture of the crypto community.
Nice to have
- You’ve dabbled in crypto before. It’s okay if you have a bunch of memecoins in your portfolio too, we’re not judging!
- Basic technical knowledge of blockchain technologies and security. Nobody can rug you!
- Experience with advanced community engagement tools or analytics.
- Familiarity with different cultural nuances within the global crypto community.
Hiring Process
- Share the work you did, we will check it carefully.
- Interview with Bini, Co-founder & CTO.
- Interview with Andreas, Founder & CEO.
Benefits
- Competitive pay.
- A global, fully remote, work environment (we hire globally).
- Wellbeing & Health
- 4 weeks paid holiday + local national holidays.
- Flexible time off when needed, no questions asked.
- Childcare & Parental leave
- Maternity, paternity, adoption, or shared parental leave.
- 20 days of emergency childcare a year.
Title: Sr. Director, Global Customer Support Operations
Location: Bellevue, WA, USA
JobDescription:
As a proven, strategic leader, the Sr Director of Global Customer Support Operations, you will be responsible for managing a group of highly skilled operational support managers and delivery of key strategic projects, forecasting, data analysis, and internal escalations. You will report to the Head of Customer Support within our Customer Excellence organization.
A top priority will be to organize all support telemetry data into meaningful dashboards, hold others accountable to performance targets, build predictability signals, manage critical field and product escalations to resolution, and increase customer case deflections with innovative process, AI, and tool strategies. You will own the creation, building and scaling of the Support Operations strategy while working with Support leadership to empower our support agents with appropriate product training and case handling behaviors to improve Customer Satisfaction and reduce case handling time.
A top priority of the Smartsheet Customer Support team is turning a customer who contacts us with an issue into a raving fan. We are a primary channel of the voice of the customer for the rest of the company, with strong monitoring, case data and customer sentiment inputs.
You Will:
- Create and own the building and execution of a scalable support operations model that helps the global delivery team achieve or exceed targets Lead a technical team of support escalation agents specific for field or product escalations requiring more than 1 day engagement from traditional support teams
- Create an environment of innovation and continual improvement to re-imagine Support delivery outcomes to our customers. Lead highly complex cross functional transformational projects across the global support organization
- Represent the voice of the customer and support organization in weekly cross functional escalation meetings and with weekly product accountability sessions
- Generate a Community strategy focused on empowering customers with easier accessibility to knowledge articles, community forums, and self-help mechanisms to deflect support cases
- Successfully partner with internal systems for enabling strategies around AI, Phone, Chat, and in-app customer support interactions
- Own support related AI System Admins focused on enabling agents with efficiency gaining tools and with Product & Community leaders for customer AI assistance
- Provide 100% QA coverage of all customer support interactions with added coaching, trends analysis, and customer sentiment scoring
- Design and implement a customer predictive model identifying users and/or accounts at risk
- Manage all learning & development activities across the entire Support organization globally to ensure consistency in customer experience and appropriate skill levels for all support agents
- Create feature specific help articles to be used in customer education from a support agent or within self-help functions
- Collaborate with company executives to deliver the Support AI framework, work directly with system providers, and maintain features upon release
- Manage all customer support 3rd party providers and ensure relationships, targets, and accountability remain positive
- Utilize agent telemetry data for forecasting demand across all support channels and the availability of support resources
- Consistently provide insights and recommendations for identified areas of opportunity within the support organization
- Operate as the primary point of contact between support and other key stakeholders such as HR, Finance, Reporting, IT, and Communications
- Drive a culture of supporting our customers with increased empowerment motions beyond expected break-fix and into empowerment activities
- Emphasize and hold both teams and iniduals accountable for achieving customer oriented indicators such as Customer Satisfaction (CSAT) scores, First Response Time (FRT), and Time to Resolution (TTR)
- Recruit and inspire a team of Support professionals globally dispersed across multiple geographies of Americas, Europe, and Asia that collaborates on support cases.
- Interact across the organization and engage with various levels of contributors from support agents to executive roles
- Analyze a variety of data sources to manage and improve KPIs relevant to our teams mission
- Persuade, influence, and motivate people; build a culture of creating delightful customer experiences and relationships
- Collaborate with leadership peers to identify operational efficiencies and lead transformation initiatives
- Build a strong relationship with the Product team and provide valuable insights gathered from customer interactions
- Participate in leadership and customer meetings including up to 25% travel
- Provide coaching and guidance to help the support organization excel and build a work environment that draws people to the team
- Provide strategic planning and forecasting of support performance goals and objectives with corresponding action plans and change management
- Other duties as assigned.
You Have:
- 15+ years of experience with
- 8+ years of experience as a leader or leaders preferred
- 7+ years technical support-related call center experience or equivalent
- Proven track record of leading support teams and creating collaborative relationships with peers
- Implemented SaaS technology in large enterprise settings as a leader of customer or services teams
- Understanding of SaaS organizational and operational constructs including Product, engineering, support, success, sales, services
- Ability to quickly establish trust and to influence others, both internally and externally
- Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
- Strong data-driven decision making skills, and process oriented mindset
- Knowledge of Lean, Six Sigma, and continuous improvement approaches
- Ability to identify risks and dependencies and put in place plans to mitigate them
- Adaptability, flexibility and the conviction to “do the right thing” by keeping a customer centric mentality at all times
- Ability to deal with ambiguity, utilize robust problem solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels
- Exceptional business acumen and world-class presentation and customer interaction skills that have been acquired through deep technical knowledge and well-developed process management
- Goal orientation to drive progress for each customer through each interaction
- Experience building, leading or teaming with teams similar to Smartsheet support at a mature technology company, optional but highly desired
- Experience with Smartsheet, Kibana, Snowflake, Tableau, Sparkpost, and Google Suite optional but highly desired
- Knowledge of the Smartsheet platform optional but highly desired
- Available for travel as necessitated by role.
- Experience in managing in 24x7x365 environment.
- Experience in engaging with a centralized Workforce Management function.
- BA/BS degree preferred.
Perks & Benefits:
- HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
- Equity – Restricted Stock Units (RSUs) for eligible roles
- Lucrative Employee Stock Purchase Program (15% discount)
- 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
- Monthly stipend to support your work and productivity
- Flexible Time Away Program, plus Incidental Sick Leave
- US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
- US employees receive 12 paid holidays per year
- Up to 24 weeks of Parental Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to LinkedIn Learning online courses
- Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
- Teleworking options from any registered location in the U.S. (role specific)
Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. California & New York: $189,000 to $264,600 | All other US States: $175,000 to $245,000
Get to Know Us:
At Smartsheet, weve created a place where everyone is welcome people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. Youre encouraged to apply even if your experience doesnt precisely match our job descriptionif your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world worksjoin us
#BI-Remote
#LI-Remote
Location: US Locations; 100% Remote; Freelance; Part-Time
About Us:
We are a dynamic team that specializes in providing interview services to our attorney clients. Our mission is to ensure seamless communication and information exchange for our clients through carefully curated interviews.
As we expand our operations, we seek a dedicated Content Department Support Specialist to assist our Interview Department Manager.Location:
US Remote (Contract Work – 1099)
Schedule:
Part-time, maximum of 20 hours per week, Monday – Friday (Flexible schedule)
Compensation:
$20 per hour, Weekly Pay
Requirements:
- Strong interpersonal skills with the ability to thrive in dynamic situations
- Professional communication skills and etiquette
- Attention to detail and light proofreading skills
- Ability to maintain a quiet environment for audio and video interviews
- Reliable internet connection and laptop with MS Office software
- Proficiency in Zoom for conducting interviews
- Proficient typing and writing abilities
Responsibilities:
- Contact attorney clients via phone and email to schedule and confirm video or verbal interviews on a rotating basis.
- Conduct multiple content interviews with attorney clients according to questions curated and provided by the Content Manager.
- Ensure proper labeling and submission of recorded interviews to the transcription team for processing.
Benefits:
- Opportunity for growth based on performance and interest
- Flexible work schedule conducive to work-life balance
- Weekly compensation for contracted hours
How to Apply:
If you meet the requirements and are excited about the opportunity to contribute to our Interview Department, please submit your resume along with a brief cover letter detailing your relevant experience and availability to [email protected].
Location: US Locations Only
Location: Select US locations; 100% Remote
VIPdesk Connect is a certified B-Corp, women-owned US-based corporation, and a Best Workplace winner committed to delivering “more human” customer service. Our core values are central to how we do business and we have partnered with some of the world’s best iconic brands to provide virtual customer service solutions and provide an elevated customer experience.
As a Seasonal Customer Service Representative, you’ll be responsible for providing an authentic, world class customer experience to our client’s customers through a variety of channels via phone, email, SMS, and chat with the phone as the primary focus and channel. Your role is to handle all aspects of customer service with empathy, creativity, a problem-solving mindset, finding resolutions, and taking ownership of customer interactions using a variety of systems, tools, and resources.
This work-from-home position is a full-time seasonal role through early June
WHAT YOU’LL DO
- Represent a erse range of products and brands with expertise, positivity, and a can-do attitude
- Respond to customer inquiries and requests through phone, chat, SMS, and email with a focus on phone communication
- Address questions about orders, accounts, products, services, and website navigation assistance
- Conducts initial troubleshooting and technical assistance to customers, resolving basic technical issues and escalating complex problems to higher support levels when necessary
- Show excitement and appreciation for our clients’ brands, conveying their mission and values
- Take ownership of customer issues, solve problems and exceed expectations with sound judgment
- Attend training and participate in cross-training opportunities to enhance skills and knowledge
- Meet performance metrics such as customer satisfaction, average handle time, quality, and productivity
- Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their inidual differences, supporting initiatives to promote ersity and inclusion in the workplace
WHAT WE’RE LOOKING FOR
- 1+ years of customer service in a Business Process Outsourcing (BPO) or call center industry
- High school diploma or equivalent
- Polite, friendly and courteous demeanor in all direct interactions
- Technically savvy with the ability to pick up new technology, processes, and procedures quickly
- Working knowledge of Microsoft Office Suite including Teams
- Respectful, flexible, and open-minded when dealing with a wide range of people
- Proficiency in identifying customer needs, asking effective questions, and guiding conversations to resolution
- Open to learning and growth, receptive to coaching and feedback
- Adaptable, self-motivated, and disciplined to work independently in a performance-based team
- Attention to detail and commitment to meeting quality standards
- Accurately document customer interactions
- Ability and stamina for clear and engaging extended phone conversation for the duration of a scheduled shift
- Due to the home-based nature of this job, it is required to have a home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB headset, router, modem, webcam, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time.
- To be considered, you must reside in one of these states: AR, AZ, FL, GA, IL, IN, KY, MD, NC, NE, NJ, NM, NV, OH, SC, TN, TX, UT, VA, and WI
PREFFERED QUALIFICATIONS
- Experience in a fast-paced call center environment
- Experience with a customer service ticketing system (i.e., Zendesk, Talkdesk)
- Remote work experience
Compensation, Training and Work Schedule Requirements:
- Level 1 Hourly Pay is $16/hr.
- Training is Monday through Friday from 12:00 pm-6:00 pm Eastern Time.
- After successfully completing your paid training, you must be able to work shifts that can start as early as 9:00 am and end at 7:00 pm Eastern Time. You will be working on a shift that may require working weekends. Schedule may change based on business needs.
WHO WE ARE
At VIPdesk Connect, we believe brand loyalty is earned with every customer interaction. Each experience is an opportunity to reinforce a customer’s love for a brand. And no matter how leading-edge our technology is, it will never replace the power of the one-to-one connection. It’s why we have built a culture that cares. It is why our team knows how to connect with customers, human to human. We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Our positive energy leads to team member innovation, creativity, and above all, happiness.
VIPdesk Connect is committed to fostering, cultivating, and preserving a culture of ersity, equity, and inclusion. Our inidual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our team members invest in their work represent a significant part of not only our culture but our reputation and the company’s achievement. We embrace and maintain a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified iniduals without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.
VIPdesk Connect, Inc. is proud to be an equal opportunity employer, M/F/D/V
Customer Service Representative
Job LocationUS
Type
Full-Time
Category
Customer Service
Shift
N/A
Job ID
2023-6807
Overview/Risks
The primary responsibility of this role includes managing customer calls, which range from simple to complex, across a wide spectrum of topics, as well as processing orders via phone, , email or fax, including providing order status updates and shipment confirmations. Customer Service Representatives must excel at cross-functional collaboration, both internally and externally with business partners, to ensure that customer orders are accurately fulfilled and customer issues are resolved promptly and appropriately. The inidual must comply with all ISO, AATB, & FDA requirements pertaining to the Customer Service Representative role.
Work Schedule (Days & Hours)
10:45AM to 7:00PM or 11:15AM to 7:30PM EST
Responsibilities
- Accurately processes orders via phone, fax, EDI and email for Direct, POR, Trial Evaluation, Kit, Grant and Consignment orders. Demonstrate meticulous attention to detail and is able to critically and expeditiously review customer account information so that each order is processed according to established service fee concessions, tissue specifications and shipping requirements. Assume sole ownership for accurately processing and proofreading critical, time sensitive orders for same day and next day surgery requirements. Schedule and /or assist with the coordination of courier pick- ups from MTF distribution sites.
- Possess an in-depth understanding of a wide range of business rules and objectives, across multiple product lines, and demonstrate the ability to distinguish an extensive list of MTFs tissue forms & medical devices by tissue code and tissue description to implement erse marketing support programs, effectively communicate and implement various order type protocols and to schedule tissue delivery based on shipping container expiry validation and tissue shelf life guidelines.
- Effectively communicate, verbally and in writing, with customers/consultants/ business partners at all levels of management to identify and investigate complex problems that cannot be resolved at the initial point of contact and require a customized response for issue resolution.
- Demonstrate ability to answer customer/consultant/ business partner questions regarding tissue/medical devices including inquiries related to tissue processing, specifications, storage, inventory availability, shipment tracking, service fees, and invoicing in accordance with FDA, AATB, ISO and MTF requirements.
- Document and maintain records of all inquiries in accordance with department protocols and provide order confirmations including those sent via secured email, web link, and EDI so that discrepancies can be identified and resolved.
- Exhibit a comprehensive understanding of tissue forms and their specifications to be able to offer alternative offerings in order to meet customer demand.
- Possess a broad knowledge of MTFs organization and departmental roles in order to manage and route a variety of inquiries via phone and email to the appropriate internal staff for resolution.
- Coordinate with the Shipping Department regarding order logistics including priorities, changes and discrepancies. Coordinate with freight carriers and couriers as necessary to resolve time sensitive shipping problems and/or expedite shipments.
- Process all open billing requests promptly to meet monthly sales objectives. A CSR must have the ability to research order discrepancies including incorrect serial numbers and service fees as well as reconciling inventory transactions to bring issues to resolution
- Understand the business requirements and potential consequences when communicating services fees to sales consultants, customers, and business partners so that confidential or proprietary information is not given to unauthorized parties.
- Allocate newly available tissue for multiple tissue forms in accordance with MTFs distribution policy.
- Understand different business nomenclature used by Distributors, Hospitals, Business Partners and GPOs.
- Responsible for maintaining the Customer Master. Assign new customer account numbers and enter information into ERP. Update changes in customer account information. Forward documentation to the Accounting Department as well as Contracts Department to determine if new customer is connected to a GPO or other hospital system requiring special service fee implementation.
- Demonstrate proficiency in all applicable systems currently utilized by MTF such as ERP, Tissue Trace Software, Credit Card Processing Software, GMP Compliance Software, and Reporting tools. The CSR must possess the ability to successfully navigate the systems listed above simultaneously in order to solve problems.
- Support marketing efforts on new product launches requiring customized order processes and enhanced communication protocols. Coordinate with marketing when there is a shortage of tissue.
- Technical aptitude to manage multiple Outlook Email queues supporting daily execution of workload responsibilities along with simultaneously managing Customer Service phone queue.
- Assist the Finance Team with researching open deductions and short payments due to pricing discrepancies, shipping issues, etc.
- Manage the processing of all credit card requests through credit card processing system prior to release of order.
- Handle additional administrative responsibilities, reports and/or projects that involve Customer Service, at managements discretion.
Qualifications
MINIMUM QUALIFICATIONS
Education: High School Diploma/GED
Years of Experience:3 – 5 years
Other:Customer Service or similar position experience.
Specialized Knowledge, Technical Skills, and Abilities:
Possess a positive attitude, strong work ethic and is a dependable, attentive listener who takes ownership of job tasks. Adapt well in a fast paced environment. Ability to achieve order accuracy while maintaining required order volume. Strong written and oral skills that allow for the development of essential customer relationships.Detail oriented and possesses the ability to prioritize, multitask and work in a cross functional team environment. Must exhibit strong, independent problem solving and decision-making abilities to be able to adapt to process changes while adhering to all SOPs.
Technical aptitude to manage multiple computer interfaces supporting daily execution of workload responsibilities. Proficient in Microsoft Office suite.
PREFERRED QUALIFICATIONS
Education: Associate’s Degree
Years of Experience:5- 9 years
Other:Customer Service or related position in an FDA regulated manufacturing or distribution environment experience.
Specialized Knowledge, Technical Skills, and Abilities:
Strong order entry experience using an order entry/inventory control integrated software platform.
Experience with EDI order processing.
Can support customer service functions outside of regularly scheduled hours as business demands, working virtually from home when MTF main office is closed during inclement weather.
Title: Customer Support Advocate
Location: Remote (US Only)
Type: Full-time
Workplace: remote
Category: Success
JobDescription:
Our Mission and Opportunity Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheels vision is to enable high quality early education for every childby giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families. Our Team We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban. We believe that everyonefrom our employees to the students, teachers, and administrators we serve should be given the opportunity to learn and thrive, whatever their background may be. We celebrate ersity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work. Who You Are Brightwheel is seeking to hire a Customer Support Advocate to support our growing community of directors, teachers & parents. We are looking for team members that are passionate about educating our customers about the brightwheel product and finding solutions for their pain points. You will be on the front line communicating directly with our schools and parents and will work cross-functionally with our Customer Success and Product/Engineering teams. You enjoy collaborating with your team to find creative solutions to issues and using customer feedback to advocate for product improvements. Were looking for someone with experience working in customer service, preferably with exposure to technical troubleshooting. Ideally, this is someone who can empathize with the daily experience of a teacher or a parent of young children.What Youll Do
- Develop expertise in our platform and become a subject matter expert for our customers, keeping on top of updates in each release
- Use strong critical thinking and troubleshooting abilities to correctly identify, investigate and resolve technical or usage issues
- Answer chats and scheduled phone calls throughout the day, to provide responsive live support.
- Prepare for scheduled phone callbacks, to provide personalized support.
- Communicate clear and concise instructions via live chat, email and phone to Administrators, Teachers, and Guardians.
- Exhibit empathy towards our customers and each other at all times
- Advocate on behalf of customers, helping them to solve their issues and acting as the voice of the customer
- Contribute to improving internal processes
- Work cross-functionally to support our customers and improve the overall customer experience
- Maintain established metrics such as closed cases, response times while maintaining quality and high customer satisfaction ratings
Qualifications, Skills, & Abilities
- At least 1 year of customer service or early education experience (required)
- Exceptional written skills, attention to detail, and strong listening skills
- Excellent organization, time-management, and prioritization skills
- Comfort with a fast-paced and dynamic environment that evolves rapidly
- A passion for improving the world through education
- A plus: Experience in schools / education
- Experience providing live support to customers (preferred)
- Hands-on experience with Zendesk, Salesforce, Intercom, or similar CRM systems (preferred)
- Bachelors degree (preferred]
Apollo is hiring a remote Customer Success Manager, Mid-Market. This is a full-time position that can be done remotely anywhere in the United States.
Apollo - Apollo is the all-in-one sales intelligence platform.
Title: Customer Support Manager
Location: Remote
JobDescription:
**ActBlue is currently authorized to support remote work employees in Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington D.C., Wisconsin and Wyoming. **
WHO WE ARE:
ActBlue is a nonprofit that builds tech and infrastructure for Democratic campaigns, progressive-aligned causes, and people trying to make an impact in order to fuel long-term, people-powered change. If youve ever given online to a Democrat or progressive organization, chances are youve used our powerful online fundraising platform.
We put power in the hands of small-dollar donors and help thousands of groups from presidential candidates to environmental organizations build grassroots movements. We envision a democracy where everyone looking to make progressive people-powered change can easily and effectively deploy their resources, energy, and creativity to shape our country and futures. Each and every one of us, from the political activists to the tech innovators to the customer service pros, is fully committed to our mission.
THE OPPORTUNITY:
You would be joining an Admin Support Team nested in the Customer Service Department. We are a team-oriented group of people with bright minds, different backgrounds, and a variety of skill sets. We believe in the power of technology and are excited by problem-solving and providing inidualized support.
The Admin Support Teams primary role is managing the Support Queue, the destination for all emails sent to [email protected] from campaign and organization entity users as well as grassroots organizers. We support hundreds of campaign and organization admins per week and handle a wide array of questions over email and phone, such as user verification, donation management, and technical support. Depending on where we are in the election cycle, the workload fluctuates, and thus flexibility and a commitment to dynamic processes is key. We also manage all inbox routing and triaging so we are experts in what specific issues should be escalated to different teams and departments.
As Admin Support Manager, you play a critical role in supporting your direct reports in meeting their inidual business and development goals as well as the team meeting their team level goals by leading and implementing teamwide initiatives.
WHAT YOU WILL DO:
- Manage a team of Admin Support inidual contributors and support their professional development
- Support customer service tasks, such as
- Answering emails with speed and accuracy, meeting team-wide quantitative and qualitative KPIs
- Returning voicemails and providing support over the phone
- Triaging tickets to other teams with speed and accuracy
- Monitoring refund spreadsheets
- Working on ad-hoc projects
- Occasionally presenting updates for the team or at department meetings
- Serve as an escalation point for associates/specialists for more complex user issues
- Serve as an escalation point for other teams/departments or high-level partners for time-sensitive technical questions and issues
- Evaluate the need for new team resources and workflows and collaborate with other staff on the implementation as needed
- Lead projects and engage cross-functional stakeholders as needed
- Assist in training and/or onboarding current and new staff when needed
- Lead weekly 1:1 meetings with your report(s) and schedule any other meetings for project work, training, etc. with them
- Lead engaging team meetings on a rotating basis along Admin Support leadership
WHAT YOU BRING:
- Experience in direct technical support and eagerness to become an ActBlue product expert
- Experience with HTML, CSS, and integrations (such as ad tracking, facebook pixels) OR are excited about learning about new technologies
- 1-3 years of experience leading a team of customer service professionals (ideally in a remote setting). As a strong coach, you’re an effective listener and facilitator who will use your experience and situational awareness to help your team support donors, nonprofits, and campaign teams
- Experience working with email ticket systems like Zendesk, knowledge bases such as Confluence, Airtable, Hubspot or similar platforms, and business intelligence warehouses such as Looker
- Experience managing customer service metrics like CSAT, SLA, Average Reply Time, etc.
- Experience in analytical reading and problem-solving you can convert numbers into stories and vice versa
- Skilled at community building
- Nice to have: Experience in a start-up environment, e-commerce, tech industry, or political field
LOCATION AND COMPENSATION:
This posting is for a full-time, remote, salaried position. Travel may be required on a limited basis to attend all-staff and departmental retreats (1-2 times per year). Additional travel may be required for select positions. Working hours will be Eastern Time Zone business hours (roughly 9:30 a.m – 5:30 p.m.) from Monday to Friday. We also have a few dates throughout the year that require additional evening and weekend coverage, as well as rotating manager converge on certain dates throughout the year.
**ActBlue is currently authorized to support remote work employees in Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington D.C., Wisconsin and Wyoming. **
Salary Range Details:
Salary Range: $79,000 – $96,500
ActBlue is committed to consistent compensation practices across our organization. Final salary offers will take into account factors such as candidate experience, interview performance and current team salary parity.
BENEFITS:
- Flexible work schedules and an unlimited time-off policy
- Fully paid and trans-inclusive health, dental, and vision insurance for employees and their families; plus fully-paid health reimbursement arrangement to use for out of pocket expenses and fully-paid short- and long-term disability
- Fully paid basic and AD&D life insurance and a voluntary supplemental life insurance option
- Dependent and health care flexible spending account options
- Employee Assistance Program (EAP) benefits for employees
- Automatic 2% Employer-paid 401K contribution, plus up to an additional 6% match on employee contributions
- A minimum of three months paid medical, family and parental leave (for all new parents, adoptions included)
- Commuter or home-office benefits, including a $1,000 home-office setup allowance for all new full-time remote employees
- Additional perks including quarterly snack deliveries and digital subscriptions to the Boston Globe & New York Times
ActBlue is unable to sponsor work visas at this time.
Supervisory role not part of the Bargaining Unit position: Certain employees who report to this position may be covered by a collective bargaining agreement.
INCLUSION STATEMENT:
ActBlue is deeply committed to the principle of equal employment opportunity. We commit to retaining, developing, recruiting, and hiring a erse staff community. We honor the dignity of all. We celebrate their unique qualities. And we recognize the wide range of human differences, backgrounds, and intersectional identities that enrich the workspace and help us better meet our mission. If you feel a connection to our mission and see your interests reflected in this job description we encourage you to apply – even if you dont meet every requirement.
ActBlue is committed to providing reasonable accommodations to iniduals with disabilities throughout the interview and employment process, including using our online system to apply for a position. If you would like to request an accommodation, please contact us at [email protected] to get started.
*ActBlue willneverask candidates to buy equipment, nor will we email from anything other than anactblue.comoractbluetech.com email address.
Customer Support Representative
Location:Remote, United States
- Customer Success (CS)
- Full-time
Job Description
What if you could use your people skills to support a product that impacts the way communities hospitals, homes, sports stadiums, and schools across the world are built? Construction impacts the lives of nearly everyone in the world, yet its also one of the worlds least digitized and least served industries. Thats why were looking for a talentedCustomer Support Representative (CSR)to join Procores journey to revolutionize construction. As aCSR, youll utilize your strong problem-solving and people skills to help save our customers time and resources via one-call resolutions, giving our clients the confidence to understand, use, and evangelize Procore’s platform.
As a member of ProcoresCSRteam, youll be provided with the resources tomasteryour craft and clarity of purpose through a shared visionto improve the lives of everyone in construction. With encouragement from nurturing team leaders, youll have access to programs and equitable opportunities to help you grow and thrive, both personally and professionally. For strongCSRs, this position is a great launching point to careers on our Custom Solutions, Documentations, Learning & Development teams, and more! If youre excited by the opportunity to work with a dynamic, erse team in a fast-paced, fast-growing environmentProcore is the place for you!
This position will report to the Manager of Customer Support and is based remotely.We provide our customers with 24/7, around-the-clock support. We are looking for folks who are interested in learning more about starting a support career at Procore now or in the future if/when a position becomes available.
What youll do:
- Acquire and maintain a thorough understanding of Procores business model, system, and the tools needed to optimize system use and maximize impact
- Work in an exciting, fast-paced contact center environment that requires adherence to assigned schedules to ensure adequate coverage for customer needs
- Leverage your strong collaboration skills, connecting with other teams to escalate client cases and solve complex customer problems
- Deliver a best-in-class customer experience by managing and addressing a stream of telephone, web inquiries, chat, and email to patiently guide our customers through the process of achieving their goals with Procores software
- Diligent, consistent attention to detail and management of administrative aspects of the job
- Demonstrate positive attitude and respect for coworkers and customers, building and maintaining warm working relationships with clients and colleagues alike
- Proactively seek guidance and direction from manager and co-workers when appropriate
- Convey Procores culture, values of Openness, Optimism, and Ownership to our clients, adhere to established ethical standards
What were looking for:
- 6+ months of related experience (queue-based roles, other customer support experience, retail, etc.) and a High School Diploma or GED
- A clear communicator (both written and orally) with prior experience evaluating and resolving customer inquiries successfully
- Strong curiosity and persistence while researching and troubleshooting problems to find answers to consumer questions
- A hungry learner with the ability to learn quickly and adapt to a changing product
- Self-starter who is excellent at problem-solving
- A solution-focused mindset that proactively detects issues and provides timely solutions
- Superb attention to detail with extensive experience multitasking and managing work independently while still functioning as a supportive team player
- Prior experience or even interest in the construction industry is a plus
Additional Information
Base Pay Range: $19-$22 per hour.
Equity Compensation: Eligible
Procore is committed to offering competitive, fair, and commensurate compensation, and has provided an estimated pay range for this role. Actual compensation will be based on a candidates job-related skills, experience,educationor training, and location.
Perks & Benefits
At Procore, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs,learn more detailsabout what we offer and how we empower you to be your best.
Title: Customer Support
Location: Worldwide – Remote
JobDescription:
German Customer Support
Start a career in tech: Join the team that’s supporting the latest cutting-edge AI language models.Website | Video Demo | Core Values
The Business Context
You already use AI in many ways—like deciding what products and services to order—and it may be most familiar to you as a chatbot, as an avatar-maker, or as a way to unlock your screen. But here’s what AI may be able to help the world with: finding medical diagnoses, teaching you about scientific research, and calculating the complexities of any function.
But, like humans, algorithms are what they eat. They’re only as good as the rules they know and the data they’re trained on. We’re the team that helps model these behaviors.
The Role
As a German-Speaking client phone outreach operator at Invisible, you will play a crucial role in driving our client’s success by identifying and securing opportunities within the Japanese-speaking market. You will work closely with our client to promote their services to potential buyers while providing outstanding customer service.
System Requirements
Must meet minimum system and internet requirements
- 20 download, 5 upload Mbps
- Dual-core processor with hyper-threading
- 8g RAM
- Must have a microphone with very clear audio
- If your area receives power interruptions you must have a backup power supply (UPS)
Role Requirements
- Fluency in spoken and written German is essential.
- The role requires extensive communication with German-speaking clients
- Fluent in written and spoken English
- Available for 20-40 hours per week (Monday-Friday) in the CET time zone.
Responsibilities
- Order Confirmation: Confirming a customer’s order and sourcing information while maintaining a friendly, warm tone.
- Onboarding: Training, account setup, and ensuring the customer has all the necessary resources and information to use our client’s service effectively.
Qualifications
- Prior experience in phone outreach in the German market.
- Strong interpersonal and negotiation skills.
- Ability to work independently and as part of a team.
- Goal-oriented with a focus on achieving and exceeding targets while maintaining high quality standards.
- Knowledge of the restaurant industry is a plus.
Compensation & Career
Compensation
Type: Hourly
Remuneration: $8/hr
Life & Career
Ideally you are available between EST/CST or PST time zones. The work is steady, the hours are flexible, the work is enjoyable, and leaves room for advancement into more senior training roles and project management roles on the Invisible team as the project expands. We’re keen to share more in interviews.
1Password is hiring a remote Customer Success Manager, Mid Market. This is a full-time position that can be done remotely anywhere in Canada or the United States.
1Password - The world's most-loved password manager.
Ably is hiring a remote Customer Success Manager. This is a full-time position that can be done remotely anywhere in the United Kingdom.
Ably - Easily power any realtime experience in your application.
Anchorage Digital is looking to hire a Member of Client Experience to join their team. This is a full-time position that can be done remotely anywhere in the United States.
3rd Shift Customer Support
locations
US Virtual
time type
Full time
job requisition id
R8353
We have great people here and are looking for more. Come join us – you will love it!
Job Title: 3rd Shift Customer Support
Position: Full-Time, Non-Exempt
Location: U.S. Remote
About The Role:
As a 3rd Shift Customer Support Representative, you will be responsible for responding to emergency drug testing and RMS calls, data entry and billing tasks. The work days and hours for this role are Tuesday-Friday (4, 10 hour shifts), 9:30pm 8am Eastern.
This Is What Youll Do:
- Take priority calls from clients or donors to coordinate Emergency drug and alcohol testing
- Take calls from Participants of RMS programs
- Index documentation within proprietary system
- Data entry, upload and QA various documents that come in through fax line and email
- QA and complete un-linked results
- Assist with billing of supplies and orders with missing information needed for invoicing
- Identify issues and successfully resolve, quickly and efficiently
- Achieve goals put in place to manage workload
- Other tasks are necessary
This Is The Job For You, If You:
- Are proficient in Microsoft Office 365
- Have a High school diploma or equivalent
- Are able to use multiple computer screens & multi-task
- Have visual/audio skills and excellent verbal and written communication skills to complete above listed duties
- Are able to sit 90% of scheduled work hours
The salary for this position is $17.50-$18.50 per hour or the minimum wage in your local market, whichever is greater. Base pay offered may vary depending on job-related knowledge, skills, and experience. A full range of benefits including but not limited to medical, financial, unlimited sick time, 22 days vacation annually (for FT workers; prorated 1st year of employment), parental leave and other benefits are also provided. This information is provided per several state and local Equal Pay and Pay Transparency Laws. Base pay information is based on market location. Applicants should apply via Sterlings internal or external careers site.
Follow us: www.instagram.com/sterlingcheck www.linkedin.com/company/sterlingcheck www.facebook.com/SterlingCheck/
Equal Employment Opportunities at Sterling Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment iniduals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.
Disclaimer This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
1Password is hiring a remote Onboarding Manager. This is a full-time position that can be done remotely anywhere in Canada, UK or the United States.
1Password - The world's most-loved password manager.
WOO Network is looking to hire a Client Success Specialist (part-time) to join their team. This is a part-time position that can be done remotely anywhere in EMEA.
Mural is hiring a remote Customer Support Representative. This is a full-time position that can be done remotely anywhere in Argentina.
Mural - Online brainstorming, synthesis and collaboration.
GitLab is hiring a remote Customer Success Manager (West). This is a full-time position that can be done remotely anywhere in North America.
GitLab - A single application for the entire DevOps lifecycle.
Title: Cultural Specialist
Location: Global
Type: Contract
Workplace: onsite
Category: Field Staff Shipboard (Contract Positions)
JobDescription:
WHO WE ARE Lindblad Expeditions is the pioneer in the Expedition Travel space, from taking the first citizen explorers to Antarctica in 1966, to opening the Galapagos and Easter Island to tourism in 1967, to leading the first tourist expedition through the Northwest Passage in 1984, to launching our innovative partnership with National Geographic in 2004. Now taking nearly 25,000 guests per year to some of the worlds most remote and pristine locations on our fleet of 16 ships, we do whatever it takes to ensure our guests experience the Exhilaration of Discovery. SUMMARY This position supports the expedition as the expert and specialist in culture for particular regions around the world. Additionally, the cultural specialist will work with the rest of the field staff in the delivery of the itinerary on a daily basis. The cultural specialist should expect contract periods a minimum of 3-5 weeks at a time with varying hours each day, based on the itinerary. The cultural specialist is responsible for creating and presenting engaging presentations, recaps, and in-the-field interpretation. It is essential that this person has excellent social skills as they will be expected to dine with guests and work in a multi-national environment, while living in close quarters. The cultural specialist must be able to perform each essential duty satisfactorily. Additional duties may be added or assigned at any time.ESSENTIAL DUTIES
- Leading engaging walks and offering relevant field interpretation throughout the voyage.
- Participating in evening recaps to highlight guests daily experiences.
- Preparing several PowerPoint (or similar) presentations of 30-40 minutes in length, highlighting particular and relevant themes of the voyage.
- Writing the Daily Expedition Report one or more times during the voyage, to encapsulate the guests daily experiences.
- Responding to requests in a timely manner and being highly visible to guests throughout the voyage.
- On more culturally-focused itineraries, accompanying guests ashore with local guides, and acting as the representative of Lindblad Expeditions. Monitoring quality control of these excursions.
- Possessing general comfort with public speaking.
- Possessing excellent problem solving skills, the ability to make sound decisions quickly, and exercising good judgment.
- Mitigating guest complaints as best as possible and bringing them to the attention of the expedition leader, as needed.
- Consistently representing Lindblad Expeditions with integrity and professionalism.
- Eating meals with guests and making an effort to dine with a variety of people over the course of each voyage.
Promotion/Sales
- The cultural specialist must be familiar with the company philosophy and various programs offered by Lindblad Expeditions. Should be able to address and field questions from guests regarding the various programs offered.
Conservation/Sustainability
- Should become familiar with Lindblad Expeditions-National Geographics conservation and sustainability programs and be able to discuss the particular efforts in any itinerary where scheduled.
Zodiac Operations
- Should be prepared to assist with many aspects of Zodiac operations for shore excursions. Familiarity with Zodiacs and ability to drive a strong preference, but not a requirement. If a US-citizen, a USCG license to drive Zodiacs is preferred.
Safety
- Should be prepared to participate in on-board safety training, meetings and drills, including abandon ship and fire drills. Will also participate in shore-based training as required by the Company. Must be very familiar with the Field Staff Handbook.
DESIRED QUALIFICATIONS AND REQUIREMENTS
- In-depth cultural knowledge of destination.
- Adaptable to erse geographic regions.
- Previous experience guiding or working in destination.
- A team-player with excellent training skills and a proven educator.
- Works well independently and is a self-starter.
- Strong communicator with iniduals and groups, even-tempered demeanor, and remains calm under pressure.
- Must be able to handle multiple tasks at one time with keen attention to detail.
- Bachelors degree or four years of work experience in related industry.
Title: Customer Support Operations Lead
Location: United States
To be considered for this remote opportunity, you must reside and be authorized to work within the United States. You must be able to work a flexible schedule, which includes industry standard retail holidays.
Reports To: Customer Support Supervisor
Employment Status: Exempt
Who we are:
Resident is an industry leader in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016 (over 1 million happy sleepers and counting!), we have also launched the Dreamcloud, Awara, Level Sleep, and Sienna brands to cater to a variety of sleep preferences. Our mission is simple, we strive to make inspiring products people love coming home to (and to help everyone afford a great night’s sleep)!Our company is built around continuously improving our ability to introduce new customers to our products, and wow them with exceptional experiences through the shopping and post-purchase journey. We love to use data and metrics to drive our decisions while keeping in mind that customers don’t speak in numbers and that each one should be treated as a member of our family.
Oh, and by the way – we’ve been doing the “remote work thing” since the day we started. So you can expect a hard-working team of people that understands how to create meaningful connections and get great work done virtually – it’s in our nature!
About the Role: This crucial position merges analytical skills with performance oversight to manage and improve the efficiency and effectiveness of our internal and BPO customer support functions. The ideal candidate will be responsible for data analysis and reporting, analyzing customer support and performance metrics, identifying trends, areas for improvement, auditing processes, and reporting to help optimize our customer support operations.
- Monitor and analyze key performance metrics, contact center metrics as well as team KPIs.
- Collaborate closely with the customer support supervisor and BPO senior lead to ensure alignment on customer support metrics, key performance indicators(KPIs), and quality standards.
- Perform daily audits of customer support interactions and processes via reports.
- Analyze data to identify trends, inefficiencies, and areas for improvement.
- Collaborate with BPO channel leads to ensure desired outcomes are being achieved.
- Ensure that support channel management is adhered to and coach to any areas of improvement with our BPO team.
- Present reports on findings and recommendations to the customer support supervisor.
- Execute the rollout of initiatives and projects cascaded from the support supervisor
- Responding to and resolving emails, and customer & agent escalations, as needed based on volume.
- Create and maintain documentation of customer support processes and procedures
- Exhibit agility by switching between data management tasks and support calls and live chats, based on operational needs.
Additional Responsibilities:
- Collaborate with cross-functional teams, developing and executing strategies for real-time issue resolution.
- Assist with training and special assignments delegated by the Supervisor/Manager.
- Discuss and implement action plans to improve the overall performance of the entire team.
Qualifications/Skills:
- High school diploma, preferred Associate’s Degree
- 2-3 years of proven experience in a customer support or call center environment
- Experience working with BPO partners
- Experience in data analysis, preferably in a customer support or call center setting.
- Strong analytical skills and experience with performance metrics.
- Experience working with Slack, Gsuite, reporting systems such as Looker, and call center software such as Five9
- Demonstrated experience in effectively managing and resolving escalated situations, ensuring customer satisfaction
- Proven ability to make sound decisions in high-pressure scenarios, addressing customer concerns promptly and finding resolutions that align with company policies
- Ability to present complex data in a clear and actionable manner.
- Must be able to lift up to 15 pounds to handle computer equipment
Preferred Qualifications:
- Knowledge of the mattress and or retail industry.
- Familiarity with the Looker reporting system
- Familiarity with Five9 Contact Center software
What We Offer:(subject to eligibility requirements)
- Remote-first workplace (since 2016!)
- Competitive pay.
- Health, Vision & Dental Insurance.
- HSA company contributions.
- 401K with a company match component.
- Generous Paid Time Off.
- Wellness benefits.
- WFH office and cell phone/internet stipend.
- A FREE MATTRESS plus an awesome Friends and Family discount!
Work Environment:
This role involves working closely with a dynamic virtual customer support team in a fast-paced environment.
If you reside in a state or location where pay transparency laws or regulations have been adopted please read the following: The salary for this position is $52,000 – $65,000. We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location and other non-discriminatory factors. These considerations can cause your compensation to vary. Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at [email protected]
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics.
Resident Home participates in E-Verify.
Resident is proud to be a remote-first company and maintains policies to support our unique flexible work location culture. However, there are a few important parameters to our work-from-home-culture: While we currently employ Residents in over 30 US states and 3 countries, if you are hired, you may be restricted to working from the state or country in which you currently reside, unless the state or country to which you plan to relocate is one in which we already operate and no other restrictions apply to the role. As with anything, we encourage an open dialogue about your current location and potential desired relocation during the interview process and upon hire, if applicable, and the extent any other restrictions apply to a particular role. We reserve the right to deny relocation requests post-hire for any reason.
Title: Fully Remote: Onboarding Agent – Contract (Remote)
Location: worldwide
JobDescription:
Purpose:
As an Onboarding Agent at VALR, your primary responsibility is to provide exceptional customer support to users during the onboarding process. You will play a crucial role in ensuring a smooth and seamless experience for new customers while addressing their queries and concerns promptly and effectively.
What will you be doing:
- Take ownership of customer queries and tickets allocated, resolving them independently or seeking technical support when needed.
- Comply with service level agreements by delivering high-quality solutions and timely resolution of customer queries.
- Assist customers with various onboarding processes, including retail and corporate onboarding, basic transaction and trading queries, and providing support to clients who have been scammed.
- Escalate more complex queries to higher-level support teams while maintaining ownership of the query and ensuring customers are kept informed of progress.
- Ensure that queries are handled in an understandable manner using simple language to facilitate customer understanding.
- Make recommendations for improvements in onboarding systems and processes to enhance customer experience and efficiency.
- Assist the team as needed to foster a collaborative work environment and contribute to overall team success.
- Train other team members to enhance their efficiency and skill development in onboarding support.
- Actively seek opportunities for learning and development to upskill oneself and stay updated with industry trends.
- Offer assistance and gain exposure in various areas of interest within the business to contribute to personal and professional growth.
- Participate in projects aimed at improving onboarding support and overall business operations.
What we look for in you:
- Previous experience in customer support or onboarding, preferably in the cryptocurrency or financial industry.
- Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and understandably.
- Strong problem-solving skills and ability to think critically to address customer queries and concerns effectively.
- Ability to work independently while also being a team player, willing to collaborate and support team members as needed.
- Strong attention to detail and organisational skills to manage multiple tasks and priorities effectively.
- Proactive attitude towards learning and development, with a willingness to upskill oneself and stay updated with industry developments.
- Customer-focused mindset with a passion for delivering exceptional service and ensuring customer satisfaction.
- Ability to remain calm and composed under pressure while maintaining professionalism and empathy towards customers.
What can you expect from VALR:
- Competitive salary: Get paid well to work in an exciting industry
- Leave: Compliance with statutory leave required by inidual countries, in addition to flexible leave
- Remote work: Work from wherever you like – Employees to ensure that there is secure, stable internet connectivity to effectively work remotely
- Home office setup: Mac laptop and a discretionary allowance to buy all the extras needed to work happily from home – all of it yours to keep after 3 years. Terms and Conditions will apply.
- Learning fund: An annual upskilling budget of R16,000 per employee, which will be converted to the respective currency of the employee’s payment, in addition to scheduled VALR training.
- Performance bonus: When you contribute to VALR’s success, you’ll be rewarded with discretionary bonuses
- Regular get-togethers outside of work (COVID permitting)
- Annual company retreats (COVID permitting)
Livestorm is hiring a remote Customer Care Representative (EMEA). This is a full-time position that is 100% remote with no geographical restrictions. Work remotely from anywhere.
Livestorm - Build strong relationships with your audience through webinars and video meetings.
Bitfinex is looking to hire a Customer Support Specialist - Brazil to join their team. This is a full-time position that can be done remotely anywhere in Brazil or on-site in Sao Paulo.
Customer Happiness Specialist
Remote
Full Time
Mailparser & Docparser
Mid Level
About SureSwift Capital
At SureSwift, were building the company we want to work for, and wed like to give you the opportunity to join our fully remote team of 90+ people around the world.
SureSwift places a high emphasis on a positive work-life balance. We all work remote and focus on building a culture of being known as exceptional operators of excellent SaaS business where everyone thrives!
SureSwift Capital is proud to be an Equal Opportunity Employer. We are looking to fill this role in our Canadian or US market.
About Mailparser & Docparser
Mailparserhttps://mailparser.io/is a B2B SaaS solution that automatically pulls data from emails to gain workplace efficiencies. Mailparser enables its users to extract all relevant data fields from incoming emails that contain important data in the email body or in the form of attachments using parsing rules they define. Extracted data can be sent back to our customers via various integration options in real-time.
Docparserhttps://docparser.com/is a SaaS data capture solution that extracts data from documents (PDFs, MS Word, Image files) and can then send that data automatically to a customers system, a spreadsheet, or any number of places via various integration options. Data is extracted quickly and can be sent back to the customer in real-time.
Your Daily Challenges
When we welcome you aboard as a full-time Customer Happiness Specialist, well introduce you to your team, which consists of the Product Manager, fellow Customer Happiness Specialists, and software engineers. These are the people youll work closely with day-to-day.
Once you get settled in and learn more about the team, your day to day activities will look something like this:- Answering help desk tickets and live chat in an accurate, effective, and timely manner
- Meeting with customers via webcam to help navigate and resolve challenges
- Lead weekly webinars for current customers and weekly demos for potential users
- Onboarding new customers and leading onboarding sessions
- Field inbound calls from potential customers and leverage scheduled calls to convert trial users to paid users
- Collaborate with your development team on any tickets that require their input
- Work with your Product Manager and fellow Customer Happiness Specialists to improve the customer experience
- Track and report your success
- Attend weekly team meetings
- Other duties as assigned
Your Experience and Qualifications
- 3+ years experience in online customer service
- Ownership of Customer Success and Happiness
- Experience using a Help Desk Ticketing System (e.g. Help Scout, Zendesk etc) and Jira
- Previous experience in converting inquiries to paid users is a plus!
- Self-starter, capable of working independently
- Strong organization, multi-tasking, and time management skills
- Strong analytical and critical thinking skills
- Excellent and clear English communication skills, both written and verbal
- Previous SaaS experience is a plus!
- Ability to learn and then educate around new software applications quickly
- Experience working in an entrepreneurial / startup environment
- Experience working with remote teams
Your Compensation
The annual pay range for this role is expected to be between $35K – $45K USD or $47,566 – $61,157 CAD. Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed and the applicants skill set.
Background checks will be conducted on final candidates.
Thanks for the time you took to read about this opportunity.
Location: US Select Locations; 100% Remote
VIPdesk Connect is a certified B-Corp, women-owned corporation, and Best Workplace winner committed to team member happiness. At VIPdesk Connect, we are passionate about delivering “more human” customer service. Our core values are central to how we do business. That’s why we have partnered with some of the world’s best iconic brands to provide an elevated customer experience.
The Technical Customer Service Representative is responsible for providing an authentic, world-class customer experience for our clients’ customers via phone, email, and chat with the phone as the primary focus and channel. The Technical Customer Service Representative is dedicated to providing customer care and technical support for a company focused on parenting and infant wellbeing. This includes providing services on their intelligent products and applications on iOS and Android platforms, providing information on products and offerings, processing purchase requests, sharing relevant policies, and managing escalated issues to resolution. They utilize a variety of resources, tools, and information to navigate customer accounts, research, and review policies courteously and professionally.
This position requires an empathetic, action-oriented, and flexible problem-solver to provide an elevated and personalized customer service experience that supports and reinforces brand standards—always with a focus on providing best-in-class customer service.
This is a remote, work-at-home position.
What You’ll Do
- Handle customer requests and interactions on behalf of VIPdesk Connect clients via phone, chat, and email with phone as the primary focus and channel
- With a high level of expertise, positive energy, and a can-do spirit, represent a erse lineup of products and brands committed to customer service excellence
- Create positive customer touchpoints via phone, chat, e-mail, and SMS using a friendly, respectful, and professional tone while exhibiting genuine empathy
- Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support; diagnose and resolve issues following best practices and guidelines
- Assist with device installation, app setup, and configuration
- Conducts initial troubleshooting and technical assistance to customers, resolving basic technical issues, including network connectivity and device configuration and escalating complex problems to higher support levels when necessary
- Attend training and meetings as required to stay up to date with new information about the brand, products, services, processes, and policies
- Meet performance metrics including Customer satisfaction (CSAT), average handle time, quality, productivity, etc.
- Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote ersity and inclusion in the workplace.
What You’ll Need
- 1+ years of demonstrated experience and success in customer service
- High School diploma or equivalent
- Technical proficiency in problem-solving and troubleshooting; has working knowledge of desktop platforms and mobile devices and has the with the ability to learn new technology quickly
- Effective communication skills, both written and verbal, with the ability to adjust style to customer demographics
- Polite, friendly, and courteous demeanor when engaged with customers via phone, email, SMS or chat.
- Responds positively to change, accepting of coaching and feedback, embracing and using new learning to accomplish complex or difficult challenges
- Detail-oriented with a focus on quality and accuracy, and has a strong sense of urgency to meet goals
- Able to accurately document customer interaction details with limited errors
- Can type at least 35 WPM with proper spelling and grammar
- A home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB wired headset, router, modem, webcam, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time
- Currently reside in AR, AZ, FL, GA, IL, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI
Preferred Qualifications
- Experience in a virtual contact center environment
- Experience with troubleshooting apps on both iOS and Android platforms preferred
Training Requirements
Virtual training starts March 22, 2024, from 12pm–7pm ET, Monday–Friday. Training is paid.
Compensation & Benefits
$16.00 per hour for a Technical Customer Service Representative, Level 1.
Our benefits package for full time team members includes, but are not limited to medical, dental, and vision insurance, paid time off, flexible spending accounts and life insurance.
Who We Are
At VIPdesk Connect, we believe brand loyalty is earned with every customer interaction. Each experience is an opportunity to reinforce a customer’s love for a brand. And no matter how leading-edge our technology is, it will never replace the power of the one-to-one connection. It’s why we have built a culture that cares. It is why our team knows how to connect with customers, human to human. We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Our positive energy leads to team member innovation, creativity, and happiness.
VIPdesk Connect is an Equal Employment Opportunity and Affirmative Action Employer committed to fostering, cultivating, and preserving a culture of ersity, equity, and inclusion. Our inidual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our team members invest in their work represent a significant part of not only our culture but our reputation and the company’s achievement. We embrace and maintain a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified iniduals without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.
VIPdesk Connect, Inc. is proud to be an equal opportunity employer, M/F/D/V
Webflow is hiring a remote Technical Support Associate. This is a full-time position that can be done remotely anywhere in APAC.
Webflow - Responsive web design tool, CMS, and hosting platform.
Udacity is hiring a remote Customer Success Manager. This is a full-time position that can be done remotely anywhere in the United States.
Udacity - Advance your career with online courses.
GitHub is hiring a remote Senior Customer Success Manager - Germany. This is a full-time position that can be done remotely anywhere in Germany.
GitHub - The world's leading software development platform.
Title: Freelance Customer Support Specialist – Italian + English
Location: Remote Remote IT
JobDescription:
About komoot
Komoot is an app that lets you find, plan, and share adventures with its easy route planner. Driven by a love for nature and powered by the outdoor community’s recommendations, komoot helps you explore more of the great outdoors—wherever and however you want. And we’re good at it. Google and Apple have listed us as one of their Apps of the Year numerous times. Today, with over 35 million users and 300,000 five-star reviews, we are well on our way to becoming the most popular app for finding, planning, and sharing adventures worldwide.
Join our fully-remote team of freelance editors and start your adventure with komoot.
We have an ongoing recruitment process (no deadlines) meaning if this role is online it is still open. In case of a large volume of applications we might take the role down to allow our team sufficient time to review them thoroughly. In case we do not find a right match, we will repost the role again.
About the role
Do you enjoy interacting with people and helping them find solutions? Can you easily pick up new information and apply it quickly? Does an independent and flexible working environment help you thrive? If your answers are ‘yes,’ we’d love to hear from you!
We’re looking for a friendly, tech-savvy Customer Support Specialist to join our team. This is a part-time, freelance, and fully-remote position. The time commitment varies, ranging from 10-30 hours a week, depending on the time of year.
This role is perfect for you if you want to work independently and fully remotely – whether you’re a student, a stay-at-home parent, or a digital nomad. We’re looking to build long-term relationships with people who would thrive in this role, based on their circumstances.
Ready for your next adventure?
What you will do
- Your primary responsibility will be to answer our customers’ requests (email only) and help them get the most out of our product. You’ll be the first point of contact for our customers and, together with our Customer Support team, will play a crucial role in how our users perceive us.
- Suppose you’ve been using komoot for a while (or can pick it up quickly) — if you’re great at written communication and looking for a position that offers the right mixture of flexibility and reliability, this is an excellent option for you.
Peak season
- Our peak season at komoot starts in April and ends in September. We expect to receive more support tickets during this time and will have significantly more work available, which is why we would need you to work 20 hours per week minimum between those months.
- The rest of the year is much quieter. However, there will be some weeks when we might need extra help. Being able to upscale/downscale your hours based on the circumstances at the time would be very helpful.
What will your daily work look like?
You will:
- Support our users via email and answer their questions
- Handle mainly product questions and tailor responses from a bank of prepared answers to suit each case
- Work on first-level bug reporting: Identify where there might be errors and then forward the cases to our second-level team
- Regularly ask for help and escalate anything that will require deeper investigation
Why you will love it
- You’ll work with outdoor fans and help them to have beautiful experiences and discover more of the great outdoors.
- You can set your schedule and decide when and where you work daily. The beach? The mountains? No timezone or country restrictions – Onboarding and occasional meetings will be scheduled according to European timezone.
- You’ll have a lot of flexibility and freedom throughout the year to work more during some months and less during others.
- The salary for this position will be 20€ per hour, regardless of where you live. You’ll need to be set up as a freelancer in the country/area where you’re a tax resident and be able to invoice us.
Requirements
You’ll be successful in this position if you
- Can answer around 12 emails per hour.
- Speak Italian on a native level and have at least business fluent English (C1-2). You’ll be working with Italian-speaking customers, and our internal company language is English.
- Are highly self-driven, responsible, well-organized, and independent. This is a position with a high degree of flexibility and no micro-management. You’ll need to be proactive and reliable in your communication.
- Are happy to also work during the weekend. The specific hours will be up to you.
- Are happy to become a komoot expert as quickly as possible (or you already are one).
- Are an excellent written communicator and know precisely how to create high-quality, personalized responses.
- Learn quickly and enjoy deep ing into technical issues and solving them.
- Ideally, you’re a regular komoot user.
GUEST EXPERIENCE BOLT FARM TREEHOUSE – FULLY REMOTE
Reservations/Sales Agent
Ready to help people create memories that will last a lifetime? Passionate about sales and getting people to “YES”? Apply today! We look forward to talking with you soon.
Position Summary:
Bolt Farm Treehouse is seeking a dedicated, customer-oriented Reservations/Sales Agent to join our team. As a Reservations/Sales Agent, you will play a key role in providing an exceptional customer experience and first impression while maximizing revenue through effective sales techniques and maintaining accurate reservation records. Your mission is to convert inquiries into confirmed reservations, and you will do so by responding to prospective customers via email, chat, and phone, using proven sales strategies to get them to “YES”.
Perks & Benefits:
- Competitive pay
- Performance-based bonuses
- Personal and professional development programs
- Free and discounted stays at Bolt Farm Treehouse
- Remote work
Requirements:
- Minimum of 2 years of experience in a similar role.
- Tech-savvy with a systems-minded approach.(You will be using several cloud-based applications)
- Proficient in computer skills, including Google Suite.
- Solutions-oriented mindset.
The Person We’re Looking for Will Have/Be:
- Experience in customer service or sales, preferably in the luxury hospitality industry.
- A track record of reaching goals and winning
- You’re likely an Enneagram 3
- Experience with reservation management systems or similar software.
- Excellent and attentive customer service
- Clear, concise verbal and written communication skills and a professional and polished demeanor.
- Outstanding interpersonal skills.
- Strong sales and problem-solving skills.
- Detail-oriented and highly organized, with the ability to prioritize well.
- A genuine passion for providing world-class hospitality and creating memorable guest experiences.
What You’ll Be Doing:
- Handle incoming reservation inquiries via telephone, email, and online platforms.
- Assist guests in selecting accommodations based on their preferences and needs
- Process reservations and payment details.
- Manage cancellations, modifications, and re-bookings.
- Utilize sales techniques to upsell additional services, packages, or upgrades.
- Utilize technology to maximize efficiency in your role.
- Proactively follow up with potential guests to secure reservations and drive revenue.
- Proactively identify opportunities to maximize revenue and exceed sales targets.
- Respond to guest inquiries, concerns, and requests.
*Referral reward will be paid at 6 months of employment
Department
Guest Experience
Locations
Bolt Farm Treehouse
Remote status
Fully Remote
Tether is looking to hire a Customer Support Specialist - Brazil to join their team. This is a full-time position that can be done remotely anywhere in Brazil or on-site in Sao Paulo.
CoinList is looking to hire a Customer Support Analyst, EMEA to join their team. This is a contract position that can be done remotely anywhere in EMEA.
Creator/Customer Support Specialist (100% Remote Worldwide)
Remote
Prague, Praha, Hlavn msto, Czechia
$34,000 – $38,000 per year
Customer Support
Job description
vidIQ is seeking a dedicated and enthusiastic team member to join our Creator Support Department as a Creator/Customer Support Specialist.You will play a crucial role in providing support to our valued users.
In this role, you will be responsible for:
- Assisting users with their inquiries and providing timely and accurate solutions
- Offering guidance and support to users on how to effectively utilize vidIQ’s features and tools
- Identifying and troubleshooting technical issues and escalating them to the appropriate teams if needed
- Building strong relationships with users and ensuring their satisfaction with our services
- Collecting feedback from users and sharing it with the product development team to help improve our platform
Job requirements
- Excellent communication skills, both written and verbal
- Strong problem-solving abilities
- Ability to work independently and as part of a team
- 2+ years experience in providing customer support
- Knowledge of YouTube and other social media platforms
- Understanding of video content creation and optimization
- Ability to multitask and prioritize tasks effectively
- Attention to detail and accuracy
- Flexibility to work in shifts, including weekends and holidays
- Proficiency in using customer support tools and software (Intercom, Asana, Stripe)
- Ability to work from 6 am to 2 pm PST, including both weekends
Nice to have:
- You haveyour own small YouTube channel
- Proficiency in different languages
At vidIQ, we value teamwork, innovation, and a positive work environment. We believe in empowering our team members to grow personally and professionally and providing ample opportunities for career development.
If you are looking for a challenging and rewarding role where you can make a difference in the lives of content creators, vidIQ is the place for you. Join our team and be part of our mission to help creators level up on YouTube.
We look forward to reviewing your application & your interest in vidIQ.
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