About us

We're a global leader in account-to-account payments, making it easy for merchants to collect both recurring and one-off payments directly from customer's bank accounts. Our global payments network and technology platform take the pain out of getting paid for 65,000 businesses worldwide, from multinational corporations to small businesses. Each year we process US$20 billion of payments across more than 30 countries. We're headquartered in the UK, with additional offices in Australia, France, Germany and the United States.

We're looking for bright, empathic people to join our evening from 3 pm - 12 am, Monday to Friday (GMT) to provide first-rate support and guidance to our UK, European, North American and Australian users. This is a remote role.

The role

We pride ourselves on listening to our users and doing everything we can to solve their problems. As a member of our Support team, you'll represent the customer's voice across the company. As your knowledge and experience grows, you’ll have opportunities to help inform our product roadmap to ensure we are always building something people want.

We've built a friendly, collaborative culture, where we hire and develop driven people that share our desire to do the work we can be proud of. We value learning and feedback, and are devoted to encouraging and supporting each other's continual professional growth.

You'll work as part of a wider passionate team who work with our UK, European, Australian and North American merchants to solve tough problems and provide world class service. As a Customer Support Specialist you will delve into the product on a technical level and assist partners and developers using GoCardless.

The ideal candidate

• Creative problem solver
• ability to learn API programming
• desirable to have coding skills in languages such as PHP, .NET, Java, Ruby and Python
• previous experience of working remotely is highly desirable
• previous experience of working in a startup/scaleup is highly desirable
• previous experience of working evening/night shift is highly desirable
• you love helping people & enjoy working in a truly fast paced culture and thrive in small teams
• you're organised, reliable, diligent and attentive to detail
• you learn quickly and are comfortable with complexity
• you are able to work independently and under minimal supervision
• you have a flawless command of English and communicate with clarity, whether written or over the phone

If you wish to work remotely, then we require you to have:

• a stable and noise free working environment conducive for serving our customers
• a stable WiFi connection
• able to work without any interruption to the service we provide
• Flexibility around bank holidays (we operate a 24/5 service)

Life at GoCardless

When it comes to culture, we're proud of what we call the 'GC magic'. It's primarily defined by our values: *Start With Why, Be Humble, Act with Integrity, *and *Care Deeply. *They've been our bedrock since day one, and they continue to be one of the key factors of our success, and the reason we love showing up to work every day.

Because we're now delivering on our important, and ambitious vision to become the world's account-to-account payment network, we're working at pace. To help clear the path to success - so any obstacles and blockers don't slow us down - we've introduced our own set of operating principles, which live alongside our values. They're designed to help us successfully navigate our continued growth by helping us work together better. They provide guideposts around some of the key areas of how we operate so things are smoother, easier and ultimately lead to better outcomes. Read more about our values and operating principles here.

There's lots more to the magic. We view Diversity and inclusion as a business imperative, so we have a leader whose role it is to ensure we create an inclusive workplace where people from all backgrounds can thrive, and where people from all walks of life want to join us. We also have high engagement with our GeeCee-led 'employee resource groups' (such as BEAM, Inspiring, Pride, and Access) that are supported and sponsored by members of our Exec team. You can view our latest Gender Pay Gap report here.

We're also rolling out our 'Adaptive Working' and 'Work Way' schemes. Adaptive Working *will allow you to work flexibly, and in a way that fits around your lifestyle, whilst still ensuring teams can collaborate effectively and get together and socialise. It comprises three components: days in the office, remote working, and a thoughtful environment. *Work Away gives the flexibility to work away from your normal place of work for up to 90 days in any 12 month period.

We also offer enhanced parental leave, pension packages, and you'll receive equity. Having this 'buy in' is a vital part of building a successful business where everybody - regardless of their role - can make a valuable contribution.

There's also our legendary 'GC Fridays'. They're four additional all-company days off every year, giving GeeCees a chance to switch off and relax, as a token of thanks for everyone's hard work and commitment.

Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn. 

ABOUT THE ROLE

We're looking for a Customer Support Specialist to join us remotely from Portugal. We've hired some of the most talented developers and designers that the world of tech has to offer, and we're keen to showcase their talent to the world - and that's where you come in.

In providing excellent service to our customers, we guarantee 24/7 coverage so this role will require working in rotating shifts. Sometimes this can be during the day, afternoon or night and sometimes on weekends. Although we do compensate for working night shifts, please consider this before applying.

Please submit your CV in English.Remote Job from Portugal (any city).

WHAT YOU'LL BE DOING

• Providing our users with an outstanding customer experience - it is part of our mission to make Revolut users feel secure whilst using our service
• Providing excellent customer service via our in-app live chat, phone and email
• Representing Revolut online at all times
• Collaborating with other teams internationally to tackle any customers' issues

WHAT YOU'LL NEED

• You'll have flawless English and French language as a minimum
• Empathy and love for helping people
• Ability to explain complex issues in an easy and understandable manner
• Excellent communication skills 

Why join ElectionBuddy?

We believe in accessible democracy around the world.
While elections have been around for thousands of years, recent global events triggered a digital revolution in the election industry with millions of voters expecting the ability to vote online. This created a demand for an online election application that must deliver on many fronts: a simple to set up, cloud-based, high integrity voting platform that is engaging and easy for the voter to use.

ElectionBuddy, with over 16 million votes cast, is the market leader of DIY online elections and we need great people to help us continue to grow!

Elections are a fascinating and challenging process.
There's no other job quite like it in the world. For most, elections happen once-a-year and can be an intense process requiring adherence to specific rules and bylaws. Some are built on the fly during meetings and some need monitoring by an independent body.

Good to Great
We're not looking for good people to join us...we're looking for great people! If you are that person, we will find a role for you at ElectionBuddy.

About Customer Success

Do it well, make it right
The Customer Success Team are the gatekeepers to election excellence; welcoming new and experienced election adminstrators to ElectionBuddy's versatile application with a wide range of features. Our job is to guide all users, whether they be first-time administrators or seasoned electioneers through the complex and intriguing world of DIY elections.

Life in Customer Success

Here's a few things we look for in potential candidates wanting to join ElectionBuddy.

• Help first. At ElectionBuddy, we believe in helping each other. This sets the tone for our appraoch to customer service. We always start with what we can do for the customer.
• Written skills rule! Since we're interacting with our customers through live chat as well as email, effective writing is fundamental to ElectionBuddy. That doesn't mean we're all serious when we talk to our customers, but we do need to pay attention to who we're talking to and ensure our tone and language is synonymous.
• Analytical skills. If you love a good puzzle, Customer Success is perfect for you! For the solvers among you, there is nothing more satisfying than decrpyting a customer's 'ask' and being able to read between the lines, study their account, identify their issue and be able to 'acknowledge their ask' and move them towards election success!
• Multi-tasking. It's a bit of a cliche, but we do a lot of it and it's a skill we respect. Whether it be juggling a number of conversations or projects that you are helping develop or assisting with the learning materials for new hires, there is no shortage of multi-tasking!

What next?
If all the above gives you a bit of a tingle then get in touch! Extra brownie points for those that add 'tingle' in their introduction since we will know that you've read all the way down to here!

Thanks for reading :) 

Do you have a passion for helping people who struggle with malware, technical issues or billing details? If so, here is your chance to join Emsisoft and help supporting technologies that protect millions of users daily from the dangers lurking on the internet.

Here at Emsisoft, we follow our passion. As one of the premier companies exploring behaviour-based malware detection, we understand that the key to success lies in hiring smart, passionate people. Our success also relies on providing best-in-class customer support that gives customers immediate solutions to their problems.

Do you have what it takes?

To make sure you have a clear picture of the type of candidate we are looking for, here are a couple of questions to guide you. If these make you giddy in anticipation and you believe you can answer them all with an honest "yes", then this job may be exactly what you are looking for.

• Do you know Windows down to its core and don't hesitate to open regedit when needed?
• Is malware removal for you more than just running a couple of cleaning tools?
• Are you the kind of person that enjoys dealing with people who are less technical skilled than you?
• Do you embrace the new challenges that customers may throw at you? Are you a keen learner and problem solver by heart?
• Do you enjoy working from home in small teams with an incredibly diverse and multicultural background?

What you will be doing together with us:

• Help our customers with product and malware issues, via email/tickets, live chat and call back service.
• Answer billing and licensing questions for our products.
• Be the link between our customers and our product teams to share user feedback.
• Remote work on a flexible schedule: The only requirements are a stable internet connection and being roughly available during US working hours.

Requirements:

Our requirements are as lean and simple as our products. We are looking for long-term customer support people with the following qualifications:

• 3+ years experience in customers support, ideally in software or SaaS industry.
• Native English speaker (USA, CA, UK, AU, NZ only).
• Have the ability to work remotely and communicate efficiently.
• Have a positive attitude with people.
• Always a willingness to go the extra mile to please and delight users.
• Excellent writer and communicator.
• You are an independent team member that is not tied to any agency or outsourcing company.

Please note: Applications from agencies and outsourcing companies will be ignored.

What we offer

• Great work life balance that comes with remote working. No traveling required.
• Long term, 40h/week full-time career opportunity, working in an interesting field as part of a growing multi-cultural company.
• Semi-flexible work hours providing the short daily meetings are covered.
• Your job will be completely location independent, assuming you have access to a reasonably fast and stable Internet connection.
• Opportunity to grow and make a difference in a widely respected antivirus company. 

Digify is a next-generation document security platform that helps protect and track important electronic documents after sending. Today, we have more than 290,000 users worldwide. Digify is fast-growing and focused on building a product our customers love. We are a team of self-starters who enjoy making things happen and making a difference. Our work environment strongly encourages self-learning and growth, and we expect all employees to work independently.

We are looking for a hands-on, intelligent, and detail-oriented Billing Customer Service Specialist that reports to the Finance Lead. He/She will be primarily responsible for resolving international customer billing matters for our customers. This role requires the ability to learn new online software applications quickly and independently. As our customers are based internationally, the candidate should possess very good spoken and written English communication skills at the native speaker level.

Responsibilities:

• Reply international customer billing enquiries and tickets in a timely manner.
• Manage and monitor the invoice billing and payments in our billing system (Chargebee).
• Assist with billing, collection, invoicing, refunds and chargebacks.
• Assist daily billing operations and makes recommendations on opportunities for improvement.
• Assist with the development of billing policies.

Requirements:

• Degree in any discipline required.
• Proactive and quick self-learner. Learning to use multiple new systems and tools in a short period of time is required.
• 1-2 year experience in billing support/billing admin in the SaaS industry or an e-commerce company preferred.
• Good verbal and written communication skills in English is a must. We are looking for a candidate with a precise, simple and clear communication style.
• Enjoy working independently in a fast speed working environment.
• Enjoy dealing with overseas customers.
• Eye for details 

SeatGeek’s customer base—and our Customer Experience (CX) team—are rapidly growing. As the voice of SeatGeek to our customers, our CX team is dedicated to providing ridiculously good experiences.

We’re looking to hire a CX Manager to support our SeatGeek Enterprise (SGE) team. This role manages the subteam responsible for supporting SGE season ticket holders, box office staff, and related ticket buying activities. You’ll join our veteran, proud and highly effective CX leadership group. You’ll have a chance to let your strategic, planning, cross-team collaboration, people management and general leadership skills shine, while playing a huge role in shaping the direction of one of the largest teams in the company.

What you'll do

Oversee and guide all aspects of CX SGE efforts:

• Develop the organizational structure by identifying when additional roles are needed, building the business case and onboarding the right people for those roles
• People management duties for most key players in this org
• Training (initial, and re-training, up-training) efforts across the whole CX department
• Help drive development and effective management of SGE CX metrics and performance
• Management of key SGE-support tools (SGOogle, Unify, SRO), including agent onboarding, training and ongoing maintenance
• Managing key internal relationships and partnerships: relationship-building with various SGE subteams responsible for client support, onboarding, event pre/onsales, client and fan happiness
• Relationship-building with key clients, including guiding others’ efforts and direct meetings, travel, as needed
• Development of team goals and strategic planning

Other responsibilities include:

• Leading / co-leading team meetings
• Proactively and appropriately identify and communicate site support and customer experience issues, and proposed solutions when appropriate, to senior leadership and other cross-functional departments
• Help to maintain and improve upon an already-spectacular culture and sense of camaraderie on the team
• Embody the fan-first, enthusiastic, proud, resilient spirit of the CX team; lead by example!

What you have

• 3+ years in a leadership role on a CX / support team
• You have experience leading strategic thinking for a CX / support team
• You have superior communication skills and are highly collaborative; experience working on cross-team initiatives a major plus
• Client support experience a huge plus
• Leadership abilities
• You’re passionate about data and driving better individual and team performance through effective management of key performance metrics
• You have a strong work ethic, keep a level head, and don’t get flustered easily
• Able to adapt extremely quickly and help guide a team through changes: organizational strategic changes, new product releases, new clients, new procedures, etc.

Perks

• Equity stake
• Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
• A WFH stipend to support your home office setup
• Flexible PTO
• Up to 16 weeks of paid family leave
• 401(k) matching program
• Health, vision, dental, and life insurance
• Annual subscriptions to Headspace, Ginger.io, and One Medical
• $120 a month to spend on tickets to live events
• Annual subscription to Spotify, Apple Music, or Amazon music

SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us! 

About Ease:Ease is the #1 rated benefits administration and HR software for businesses with 2–250 employees, powered by insurance brokers. 70,000+ employers trust Ease’s innovative SaaS service model to set up and manage benefits, onboard hires, stay compliant and offer their employees one destination for all their human resources information. Headquartered in San Francisco with offices in New York, Las Vegas, and Omaha, Ease was recently ranked number 57 in Forbes 2020 list of the top 500 startup employers in America.Ease video

What we’re buildingThe Ease Customer Support team is growing, and we’re looking for people to join us on our journey to reimagine how we service our customers. We’re looking for candidates who are passionate about service, comfortable with technology platforms and enjoy learning. If you’re interested in a career in SaaS, Insurtech, HRIS, Payroll or Customer Experience this is a great opportunity for you.

Responsibilities:

• Lead a team of agents who assist Brokers, and Company Administrators with a broad range of topics across the Ease platform. Set team goals, develop people to their highest levels of performance, and guide them through complex situations
• Collaborate with team leads, managers and other stakeholders to prioritize project work in line with company and organization objectives
• Lead employees using a performance management and development process, providing continuous feedback, regular 1:1s, 360s and performance reviews
• Analyze data to assess the performance of your teams and collaborate with your team leads to provide feedback and coaching where appropriate
• Ensure quality of case handling, such as communications, timely responses and accuracy of information provided
• Identify education and proficiency gaps across all areas of the team working in concert with Learning and Development
• Analyze Support data to streamline and improve procedures, turn that analysis into process improvements from ideation to rollout
• Partner with internal teams to resolve complex issues, while championing our customers' needs throughout the process
• We service customers via Phone, Chat, or Email and this is a contact center environment. Your team will be working from a case queue, and you’ll be responsible for managing day to day staffing and assignments
• You’ll be leading team members across the country, leading in a virtual environment

Qualifications:

• Minimum of 2 years in a leadership role supporting a customer-facing team
• Minimum of 1 year in a customer facing individual contributor role (or similar customer service role) Exceptional written and verbal communication skills - You are a skilled communicator and listener, and you’re comfortable coaching and developing team members with diverse skill sets and backgrounds.
• Excellent interpersonal skills - You establish trust and effective working relationships with internal and external stakeholders
• Strategic problem solving skills - You can navigate complex situations and implement effective solutions Passion for learning, and an ability to communicate complex issues in a clear and educational manner
• Proficient using technology and navigating multiple systems
• Access to reliable internet and a workspace with limited background distractions
• Experience with employee benefits (i.e., medical, dental, vision) preferred
• Experience with Google Suites, Zendesk and Microsoft Excel preferred
• Experience with SaaS products helpful
• Knowledge of Atlassian, Jira and Confluence helpful 

ModSquad has partnered with multiple top tier brands/clients across the globe and we need the best of the best in Chat Customer Support! Do you have a Chat Customer Support background?Do you enjoy work-from-home and flexible schedules?ModSquad is seeking Mod Contractors to join our network! If you want the chance to work gigs on the coolest of client projects... then ModSquad is the place for you!! Our clients are strictly Top Tier whose product offerings and services are hip, contemporary and very current. You will instantly know who they are and very likely use them yourselves. Their customers expect the best service and support and that's where we come in. Our Mods bring super skills, a positive attitude and great vibe to project work everyday. Mods assist and guide customers to the right answers, solve concerns and are the GPS for customers to understand and optimize the best use of a client's product or services. Project gigs available now and more are on the horizon.

This massive project, supporting a very popular music streaming service, is growing AGAIN and looking for music-lovers that want to join our label. We are looking for Mods that are passionate about providing world-class support in an enjoyable online environment. This is an established and long-term project with an incredibly strong internal support system and highly interactive orientation program.

This project requires chat customer support in both German and English.

Hours/Schedule (all times PT):Orientation: Starts: January 19th or January 26th3 days, Wednesday - Friday, 6 am - 3 pm

Orientation Stage 215 days, Wednesday - Sunday (40 hours/week)8 am - 5 pmActively doing project tasks without KPIs1 week nesting in English2 weeks nesting in German

Orientation Stage 320 days, 40 hours/weekActively doing project tasks with KPIsRelease to Production: 25 hours/week (minimum)Production hours of operation: 8 am - 10 pm

Production Commitment:25 hours per week (15 of the hours during the weekend - Saturday & Sunday)90 days

Hourly Rate: to be discussed in interview

Qualified applicants will need to have language assessments in German and English, to ensure adequate proficiency.

What’s In It For You:

• The potential to work with some of the coolest clients around the world like the NFL, Vimeo, and Topps!
• Flexible self-scheduling
• Access to ‘Hot Gigs’ postings exclusive to the Mod Network
• Work from home
• Competitive hourly rate - Discussed during your first interview
• Paid orientation

What We Are Looking For:

• Ability to quickly identify any and all issues the customer may have
• Ability to maintain high engagement with both the project and customers
• Someone who wants to help the customer, not just move to the next one
• Customer support professionals who are well versed in written customer support communication
• Professional/business level proficiency in German and English languages

Workspace Requirements:

• Dedicated laptop or desktop computer with Windows 10 or above (Please note: A Chromebook is not sufficient for ModSquad projects.)
• Quality headset
• Quiet workspace to take calls
• Willingness to install MSQ security software and 2FA app on phone 

LOLA is looking for our next part-time customer-enthusiast, serving as our customers’ primary point of contact and owning customer solutions from start to finish. If helping others is at the core of everything you do, and taking initiative excites you, we’re looking for you to join our wonderful team!

As a part-time member of our Customer Experience team, you’ll be responsible for answering daily customer inquiries via email, live chat, phone and social channels.

What you’ll do:

• Serve as the voice of LOLA by spending your days on the front-lines delivering best-in-class customer service
• Deliver exceptional customer support via email, live chat, phone, and social channels (instagram, facebook, twitter), hitting key metrics on both speed and customer happiness
• Moderate social and review channels to ensure customer complaints are addressed with empathy, timeliness, and transparency
• Flag and troubleshoot customer issues quickly and efficiently to improve the customer experience and customer journey
• Creatively find customer-first solutions to every problem, going above and beyond to create immense customer excitement and loyalty
• Be a trusted advisor to our community, helping people make informed decisions about how to care for their bodies

Who you are:

• Ability to work 20-30 hours per week, ideal candidates can work at least 1 weekend day
• Full of grit and sincerity, and ready to join a team of like-minded, customer-enthusiasts!
• Always up for a challenge, knowing that sometimes you won’t know the answer and are ready to rely on your resources
• Open to others’ perspectives, and adapt accordingly, to achieve win-win outcomes
• Excited to talk about health and wellness topics, especially when it comes to reproductive health

Bonus points for:

• Experience in customer service or customer-facing roles
• Experience with customer service tools (e.g. Kustomer, Shopify, Recharge, Netsuite, Jira, Solvvy)
• Start-up experience

Skills:

• A highly empathetic and effective communicator who understands the customer’s perspective and can adapt communication accordingly
• You have excellent interpersonal and communication skills, and are comfortable talking about any health or wellness topic
• You are solution-oriented, know how to read people, and can think creatively to achieve win-win outcomes
• You have a ‘no task is too small’ attitude, a top-notch work ethic, and are full of energy, grit, and sincerity
• You have a strong interest in e-commerce and support LOLA’s mission to be a lifelong brand for reproductive health and wellness
• You love customers and are passionate about delivering exceptional customer service to the LOLA community

Why you’ll love LOLA

LOLA is the first lifelong brand for a woman’s body. Founded and led by women, we’re dedicated to providing an ever-expanding portfolio of trusted products and candid information, so you can make deliberate decisions about your reproductive health. We offer period and sexual wellness products made with premium ingredients like 100% organic cotton. Subscribe to get LOLA delivered on your schedule or choose products à la carte. We make it easy to customize your assortment of tampons and pads, too, because you know your body best.

In 2016, we launched LOLA Gives Back, as part of our ongoing commitment to raise awareness about menstrual inequality, and in 2019, launched a national advocacy and legal campaign to eradicate the sales tax on tampons and pads. With help from our nonprofit distribution partners, we’ve since donated over 5 million period products to low-income, underserved women across the U.S., and become a voice for change in the conversation around reproductive wellness and equity.

At LOLA, we celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veterans status, or disabilities. 

PocketSuite is a YC-backed mobile platform for service businesses - fitness trainers, home cleaners, dog walkers, beauticians, etc. - helping them message, schedule and collect payment from their clients. PocketSuite empowers the U.S. market of 20 million service professionals generating $800 billion in sales with a mobile cloud solution for running their business. Thousands of businesses run their business on PocketSuite today and we're growing fast.

PocketSuite lets any small business owner run their business entirely over text. On average our customers are paid in under 24h and spend 2 fewer hours per day on scheduling and payment collection after switching to PocketSuite. From calendar sync to appointment confirmation to contract e-signatures to text message auto-reminders, PocketSuite is both easy to use and capable of automating some of the most time wasting flows facing small business owners today. If you can send text messages you can use PocketSuite.

Who we are?
1) Engineers and product obsessed - we loathe over-engineering, we cringe anytime a customer reports a bug and we release new versions every 2 weeks.
2) We love our customers - solving their problems and helping them grow and succeed in a rapidly changing world. Oh yeah we also love their 5 star reviews.
3) We love disrupting the status quo - desktop solutions are so last year and we believe everyone globally in the industries we're going after will be using a mobile app as their primary business tool by 2025.
4) We believe only three things matter as we build out our business: building a great product, delivering awesome customer service and a killer instinct for communicating what we do to the market... which leads us to:

Who are we looking for?
We are looking for a high energy, customer obsessed, technophile, compassionate person who is ready to take deliver a 6-star support experience to our Pros. You have a track record of handling a wide variety of questions from the sublime to the ridiculous and responding quickly with clarity, confidence, empathy, and a sense of humor.

The ideal candidate would be ready to hit the ground running on day one. You will need to be able to translate customer requests into one of six categories: (1) "How To", (2) status update, (3) bug/issue, (4) onboarding/activation, (5) nurture/growth, (6) save/retain. You will need to investigate, diagnose, inform internal stakeholders (as applicable), document actionable enhancements/issues, and follow-up with customers. This will be a hybrid role where you will handle support across three channels [app, email, and limited phone support].

What will you be doing?
-Support onboarding and activating new customers
-Responding to in-app support inquiries via the PocketSuite app.
-Import customer information
-Investigate and log customer reported issues as well as follow up with customers once the issues are resolved.
-Identify opportunities for making product / ux improvements.
-Continuously nurture customers to use our booking, payments, workflow automation, and communication features
-Test different approaches to accelerate customer activation/onboarding/engagement/retention
-Update and maintain the PocketSuite Help Center
-Contribute to informing, shaping, and achieving Customer Success Team goals

Are there any requirements?
- Strong problem solving/de-escalation skills
- 2+ year experience as a customer or technical support rep [a plus]
- Prior experience working in a fast growth startup environment
- Most people you've worked with would put you in their Top #5 

Customer Care Supervisor- Dental and Vision

Location: Remote, US

Job Summary

The Customer Care Supervisor assists Customer Care Leadership with daily operations. The Supervisor is responsible for ensuring that calls are handled within guidelines, providing floor and escalation support, coaching for performance improvement and assisting with call quality and training.

Principal Duties & Responsibilities

• Lead and Supervise the daily activities of a team of 10 to 12 CSR’s.
• Create a positive and inspiring work environment for customer care staff through motivation and continual team development.
• Maintain continuous focus on call center productivity through monitoring standards, metrics, performance criteria, policies and procedures.
• Research and respond to all escalated inquiries with a strong sense of urgency.
• Audit phone calls and provide coaching to ensure adherence to KPI’s and standards.
• Monitor Wallboards consistently to ensure that calls are handled according to set metrics.
• Coach CSR’s in real time through performance monitoring and evaluation.
• Analyze CSR metrics to develop individual performance action plans.
• Manage agent’s performance, time management, attendance, and policy compliance.
• Interview, evaluate, coach, and reward CSR’s.
• Consistently monitor team to proactively identify potential problems and implement resolutions.
• Coordinate and/or deliver training to call center personnel as needed.
• Assist in handling call volume as necessary.
• Analyze results and trends to develop plans to improve team performance.
• Lead a team in identifying new process improvements driving productivity and service.
• Develop relationships with the supporting business units to help resolve issues related to team members.
• Perform various additional tasks as required by Customer Care Leadership.

Leader – Education & Experience

• Qualification Level Education Degree Specification
• Preferred Bachelor’s Degree Business Administration or related field

Qualification Level Experience

• Minimum Required 4 years of job related work experience
• Minimum Required 3 years in a leadership/senior/supervisory capacity in a diverse work environment
• Minimum Required 2 years’ work experience in customer services or customer service center environment Or an equivalent combination of education and experience.

Job Knowledge & Skills

• Open flexibility with schedule
• Demonstrates strong understanding of dental/vision products.
• Ability to multi-task and work under tight deadlines.
• Exceptional organizational, written and verbal communication skills.
• Proficiency with Word, Outlook, Excel, PowerPoint.
• Excellent presentation skills and professional demeanor.
• Proven ability to build consensus and work effectively within a cross-departmental team

Organizational Competencies

• Acting with Integrity – Clearly states goals and beliefs; lets people know his/her true intentions; does what he she said they would do; follows through on commitments
• Communicating Effectively – Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener
• Pursuing Self-Development – Demonstrates ambition and desire to move forward in his/her career; engages others in discussions about career development; seeks feedback on ways to increase his/her performance; takes advantage of opportunities to build new skills and capabilities
• Serving Customers – Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; responds promptly to customer questions and requests; effectively manages customer expectations
• Supporting Change – Enthusiastically participates in new change initiatives and programs; focuses on reasons why changes will work and how they will be beneficial
• Supporting Organizational Goals – Actively supports organizational goals and values; demonstrates enthusiasm toward the company’s goals and mission; aligns actions around organizational goals
• Working with Diverse Populations – Shows respect for the beliefs and traditions of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain backgrounds

Leader Competencies

• Acting as a Champion for Change – Challenges the status quo; encourages people to question existing methods, practices, and assumptions; supports people in their efforts to try new things
• Demonstrating Initiative – Takes action on his/her own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked
• Developing Talent – Invests time and resources into building the capabilities of team members; helps people define career goals and establish development plans to achieve them; gives people constructive, developmental feedback and advice
• Managing Performance – Clearly defines and communicates roles and responsibilities; holds people accountable for accomplishing objectives; recognizes and rewards people who achieve results and deliver on performance expectations; provides effective feedback on performance

Working Conditions

The statements below describe the general nature and level of the work and are not an exhaustive list of all responsibilities, duties, and skills required.

Normal office environment (virtual or in-person)

Travel None Required 

Customer Support Specialist

at J.D. Power

Canada, Remote

External Title: Customer Support Specialist

Internal Title: Customer Support Specialist

Location: Remote US, Remote Canada

Reports to Title: Sr. Manager Customer Support

The Role:

As a Customer Support Specialist, you will help to maintain customers’ trust in brands we represent. You will use problem-solving and people skills to assure customers of swift resolutions to their concerns. This is a fast-paced role that requires the ability to move quickly from one task to the next and handle a constant flow of incoming calls and emails.

The Impact:

• Build relationships with dealers remotely via phone
• Execute phone and email communications to Dealers
• Strong communication skills, proper phone and email etiquette
• The ability to work independently but also as a team player
• Time management and superior organizational skills
• Educate Dealers on key elements of their Digital Program
• Ability to guide Dealers on program solution including websites, digital advertising, SEO, and reputation mgt.
• Provide issue resolution with products and vendors
• Support Dealers with enrollment in program solutions via portal
• Resolve billing issues
• Draw key insights from analytics
• Manage a multitude of tasks in a timely fashion
• Provide feedback on program improvements
• Assist in any additional ad hoc projects
• Help users access and understand the data and metrics in Google Analytics/Adobe and the data warehouse
• Build ad hoc reports for various stakeholders

Responsibilities:

• 1 year of relevant industry experience
• 1 year of relevant industry experience
• If a recent grad, relevant experience in an internship or campus club/organization
• Bachelor’s degree required
• Previous customer service experience
• Experience working with various computer programs
• Candidates must be self-motivated and demonstrate attention to detail
• Knowledge in collecting and analyzing clickstream data using data layers, analytics platforms (GA/Adobe), and tag management systems (GTM/Adobe)
• Strong communication skills (required), including the ability to translate complex technical details into easily understood messages for a non-technical audience
• High degree of independent judgement and love for solving complex problems
• Experience working with Salesforce preferred.
• Minimal travel (< 10%)
• grad, relevant experience in an internship or campus club/organization
• Bachelor’s degree required
• Previous customer service experience
• Experience working with various computer programs
• Candidates must be self-motivated and demonstrate attention to detail
• Knowledge in collecting and analyzing clickstream data using data layers, analytics platforms (GA/Adobe), and tag management systems (GTM/Adobe)
• Strong communication skills (required), including the ability to translate complex technical details into easily understood messages for a non-technical audience
• High degree of independent judgement and love for solving complex problems
• Experience working with Salesforce preferred.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

Company Mission

J.D. Power isclear about what we do to ensure our success into the future. We unite industry-leading data and insights with world-class technology to solve our clients’ toughest challenges.

Our Values

At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven – the distinct behaviors that, together, define our unique culture.

Truth Finders – At J.D. Power, we are proud of the unbiased data and findings we provide. As individuals,each and everymember of our team is dedicated to living this same objectivity and embodying the highest ethical and professional standards the only favorite’ we have is the truth.

Change Makers – At J.D. Power, we never stand still. We constantly seek better ways innovating and evolving in everything we do to support our colleagues and our clients alike and all in service of delivering data and insights that drive meaningful business impact.

Team Driven -At J.D. Power, we are oneteamand we are activated. Regardless of individual role, every member of our team is dedicated to supporting their immediate colleagues and our broader J.D. Power family to deliver on our collective purpose and make us greater than the sum of our parts.At J.D. Power, these values are more than words. We bring these values to life throughout our organization through our employee event series J.D. Power Values Days. Each quarter, we celebrate one of our core values and hold an annual event to celebrate our combined values at the end of the year.

We are dedicated to leveraging comprehensive and equitable practices which contribute to the overall success of the company and its employees. We invite you to learn more about our DE&I efforts.

J.D. Power is an equal opportunity employer and compliant with AODA/ADA legislation. If you requireaccommodationsduring the recruitment and selection process, please specify.

To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes. 

Title: Customer Care Representative – Work from Home

Location: USA Work at Home

Job Description:

Are you a natural communicator and a great listener? Do you thrive on a team that’s focused on finding the best solutions for customers? Can you remain kind and supportive when customers share their frustrations?

The Role:

As a Customer Service Representative, you’d deliver exceptional service and solutions to customers through inbound call regarding billing inquiries, questions, and issue resolution in an energetic work from home environment. You’d work with top technologies and systems while having a dedicated team of leaders and peers to support you. And, while experience with successfully meeting sales goals and targets would give you a jumpstart, we provide robust training to ensure that all of our representatives are set up for success.

At Sutherland, you can grow your own way, do interesting things, and be yourself. Our teams thrive in an environment of diversity of thought, experiences, and background – we celebrate and embrace our diversity, whole-heartedly.

What we offer:

• Competitive rate with monthly incentives, PTO, 401k, and paid training
• Medical, dental, and vision benefits, EAP, health and wellness programs, and more
• Advancement opportunities – 80% of our frontline leaders have been promoted

Qualifications:

• Must have completed high school or equivalent
• Must have at least one-year experience in customer service
• Must meet the following requirements to work from home:
• Internet speeds of at least 2 Mbps upload and 10 Mbps download (note: wireless and/or satellite Internet Service Providers are not compatible with our systems)
• In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates
• A computer with at least a 1.6 Ghz Dual Core processor, 4 GB RAM, 10 GB available hard drive space, one or more available USB ports (2.0 or greater), sound/audio, Windows 10, two 20-inch monitors, a wired Keyboard, and a wired mouse
• A headset to use for training and meetings that is/has a USB, dual ear, and a noise-cancelling microphone
• A smartphone (iOS or Android – 4 years old or newer) to download our app for company communications
• A quiet and secure place to work 

Director of Customer Support

Remote within the US

About Us

KeyMe is revolutionizing lockout solutions for homes, cars and businesses. Via artificial intelligence and robotics, KeyMe allows users to store, share, and duplicate their physical keys and RFID cards. Fully automated self-service key duplicating kiosks can be found in over 4,000+ locations across the country in major retailers such as Bed Bath & Beyond, Kroger, Rite Aid, 7-Eleven, Menards, AutoZone, and many others.

Additionally, KeyMe offers customers a one-stop solution for all their locksmith needs ranging from lockouts and re-keys to complex installations and custom jobs. All KeyMe locksmiths have extensive experience and are fully vetted to ensure our customers receive the utmost quality experience. With upfront set pricing, customers know they will never be confronted with last minute charges. KeyMe’s smart routing gives customers the ability to monitor their Locksmith’s arrival, job progress, and receive instant receipts. KeyMe is providing unrivaled service quality, prices, and customer experience into the $12B/yr locksmith industry.

KeyMe is an exciting, well-funded (over $150M raised to date), tech company that is solving real consumer pain points. KeyMe is proud to have an open, collaborative and relaxed atmosphere where bright professionals work hard and enjoy what they do. With the added benefit of a friendly, flexible and creative working culture, you’ll be joining a forward-thinking, expanding team to continue opening doors for our customers.

We’re committed to providing a diverse, equitable and inclusive workplace where team members from all backgrounds, ethnicities, cultures, and experiences feel welcome and thrive. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.

About the Role

The Director of Customer Support will play a critical role in scaling both our Kiosk & Locksmith support teams as we expand our ability to offer comprehensive, on-demand access solutions directly to KeyMe customers across the US. In this role, you will be responsible for expanding our support teams while also maintaining a best-in-class experience for all our customers and partner locksmiths.

What You’ll Be Doing

• Provide leadership and management for frontline agents (both in-house and BPO) by effectively and efficiently executing on growth plans, goals, and objectives, and consistently achieving planned business results.
• Own the creation and implementation of all quality based metrics including NPS, CES, and other qualitative metrics
• Formulating and revising customer support policies and promote their implementation.
• Providing a developmental roadmap for CX software improvements to drive efficiencies and reduce costs
• Informing the team of all new information related to changes in KeyMe products, procedures, and trends.
• Assessing support statistics and customer insights while preparing detailed reports on the findings with actionable next steps

How We Know You Can Do It

• Minimum of 5 years of customer support experience, including 3+ years managing managers in fast-paced environments.
• Up to date on latest trends in CX strategy and customer support technology including ticketing / help desk platforms and Quality
• Strong organizational and presentation skills
• Marketplace experience a plus

What You’ll Get

• Compensation package that includes salary and stock options
• Health, dental, and vision insurance
• Remote budget to set up your home office
• 401K plan with match
• Flexible PTO Policy
• Flexible Spending Account (FSA)
• Health Savings Account (HSA) 

Title: Customer Support Associate

Contract

Location: New York, NY or Remote

We are NYC based but remote friendly! (US based candidates only)

• Hello, World! Codecademy is on a mission to build inspiring careers in technology through engaging, accessible, and interactive online coding education.
• Our learners have gone on to start new jobs, launch new companies, and lead new lives thanks to their work with Codecademy, and our platform has transformed the way businesses develop and retain their teams.
• Since 2011, our team has grown to over 200 employees serving 50+ million learners from 190+ countries.
• We’ve raised over $82M in venture capital funding from top investors including Prosus, Owl Ventures, Union Square Ventures, Y Combinator, and more–which gives us the capital to get stuff done in an impactful way.
• Join us to help build a business that empowers tens of millions of people to lead better lives!
• As a Customer Support Associate, you will be responsible for delivering exceptional customer support with empathy and emotional intelligence.
• You will work cross-functionally to understand company-wide changes, emerging events, and help our users understand them.

WHAT YOU’LL DO

• Answer incoming emails via Zendesk with a focus on quality responses and thorough resolutions. Deliver exceptional, high volume results.
• Build relationships between Codecademy and our users through an empathetic and passionate approach to customer support work.
• Analyze incoming questions and identify areas for product and process improvements.
• Write smart, robust, and comprehensive Help Center articles.
• Aid in the facilitation of Zendesk administration. (Have experience with this? Awesome! If not, we’ll help you learn.)
• Tackle other project-based work, and work cross-departmentally with the larger Codecademy team.
• Participate in a two way communication channel between our users and the larger Codecademy company. You will help be responsible for ensuring information is communicated appropriately to Codecademy team members and Codecademy users alike.
• Occasionally work on Saturday or Sunday.

WHAT YOU’LL NEED

• We are committed to hiring people with a range of working and life experiences who will champion our learners. We welcome candidates with alternative but relevant expertise or experience to apply.
• 3 years working in a customer-facing role
• 1-2 years traditional Customer Support/Service
• 1 year in a startup environment.
• Curiosity! A love of problem solving and critical thinking.
• A demonstrated ability succeeding in a customer support department in a fast-paced, growing startup.
• You need to be self-motivated and able to work independently, and comfortable collaborating cross functionally on a dynamic team.
• Excellent communication skills (written and verbal) and a high comfort level describing technical concepts to a varied audience in an accessible way.
• To think deeply and constantly look for ways to relentlessly improve.
• Natural interpersonal and relationship building skills, and a passion for developing customer loyalty.
• Previous experience with Zendesk.

WHAT WILL MAKE YOU STAND OUT

• Programming experience that allows you to comfortably talk to users about programming.
• Previous experience with the fundamentals of Zendesk administration.
• You’ve learned a skill on Codecademy in the past. 

Front is a hub for customer communication that allows companies to offer tailor-made service at scale. Front looks and feels like your email inbox with a few very important differences: teammates collaborate in the same place where external messages are sent and received, and behind the scenes, robust workflows and integrations power the efficiency and insights typically found in a CRM. More than 6,500 businesses use Front to work together to send out the best replies faster, keep messages organized across channels, and always maintain a personal touch. The result is premier, personalized service that scales with your business — and a team that works together as one.

With $138M in funding, Front is backed by Sequoia Capital, and other leading venture capital firms, as well as independent investors including top executives of Atlassian, Okta, Qualtrics, and Zoom. Front was recently named to Wealthfront’s Career-Launching Companies in 2021 and Forbes Cloud 100 2020, the definitive list of the top software companies in the world. We have also been recognized on LinkedIn’s 2020 Top Startups, The New York Times’ The Next Wave of‘Unicorn’ Start-Ups, Fortune’s Best Small Workplaces, and Glassdoor’s Best Places to Work.

We’re looking for a Customer Support Representative to play an essential role in creating the customer experience. You will be the voice of Front, responsible for all customer inquiries, and for keeping our customers happy.

This role is required to be located in CA, OR, WA, CT, IL, AZ, NY, TX, FL, CO, MI, or NC.

What will you be doing?

• Ensure 100% success of all of our Front customers
• Become an expert on how Front works and its day-to-day usage, helping our customers understand the features and all of the benefits pertaining to their specific needs
• Respond to customer support inquiries and monitor the incoming conversations in all of our support channels (email, chat, calls).
• Take part in the“on-call” rotation for urgent customer requests
• Develop, write and maintain the Support team’s content library, including help center articles, internal guides, and training materials.
• Debugging and testing product features and reporting them to product and engineering
• Identify common customer challenges and proactively find ways to improve our product and processes

What skills and experience do you need?

• A highly motivated self starter who is ready to dig in, hustle, and crush the queues.
• 2 years minimum proven track record of great customer service experience (bonus points for SaaS/tech startup customer support experience)
• Experience writing complex and technical material with a customer-facing lens
• Tech savvy and hungry to improve technical skills
• Ability to identify customer needs and successfully implement solutions fast
• Excellent verbal & written communication – you can explain complex issues in simple terms and adapt your tone for different users
• Humble and friendly person who genuinely loves helping people and solving problems
• Fluent in English (+ French is a bonus)
• Experience with using Front is a huge plus!

Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. 

At Numerade, our goal is to provide best-in-class support to our users. We are thrilled to add a Customer Support Representative to be the voice of our brand and provide more support to our Customer Success team. You’ll be a customer-obsessed self-starter who’s ready to rapidly grow with us! This is a salaried, full-time role, where you’ll mostly work flexible weekday hours, but will need to log a few hours on the weekends to ensure urgent customer issues are attended to. W

In this role, you’ll get to:

• Field inbound customer emails and chats, resolving customer requests quickly and efficiently
• Process subscription updates and cancellations
• Adopt a friendly, supportive, and patient tone
• Navigate customers through using our Numerade platform, identifying and troubleshooting technical issues that surface
• Become an expert on the Numerade student experience
• Adhere to evolving processes within a growing startup to maintain efficiency and achieve operational excellence
• Identify and track customer issues and complaints to ensure transparency and improve the customer experience
• Collaborate with the Customer Success Manager on various projects as well as financial reporting and tracking.

You’ll bring:

• 2+ years of professional experience in an inbound customer service and support role
• Experience in a role where customers are high school and college students is a plus
• Excellent verbal & written communication skills
• Passion for customer service and technology - a real people person
• Technical, detail-oriented mindset with strong quantitative skills
• Can do attitude – no task is too small
• Strong organizational skills

You’ll be:

• Passionate about building incredible consumer products
• Comfortable with ambiguity: if you don’t have all the details, you’re comfortable moving forward and facing the uncertain because risk and change motivate you to evolve and innovate.
• Goal oriented: you combine vision, mission, and strategy into a cohesive outcome and are comfortable setting stretch goals for you and your team.
• Collaborative, analytical, entrepreneurial with a can-do spirit, and grit.

Benefits and Perks:

• Competitive salary with a significant upside in equity
• 100% covered Medical, Dental, Vision for you AND your dependents!
• Work from home, or wherever. We’re remote-first!
• Flexible PTO, holiday, and leave policies, including paid parental leave for new parents - We want you to take time to relax, recharge, and reset!
• Learning and development opportunities with a stipend
• Remote-friendly environment and culture that nurtures company and team events to stay connected
• Lots of responsibilities with tons of opportunities for advancement!

Articles and Recognition:

Check out our blog to learn more about us!

Come as you are:

Numerade is an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

COVID-19 Statement: Numerade is a remote-first company. We will continue to hire with all interviews and onboarding done virtually due to COVID-19.

Posting Statement: If you are a recruiter or placement agency, please do not submit unsolicited resumes to our team unless we have a prior agreement. Numerade is not liable for and will not pay for any placement fees associated with unsolicited resumes. Thank you! 

About the Job
As a Customer Success Coordinator, you will be responsible for making sure clients have a great time at our events by setting up key event details and providing exceptional customer service. You’re the right candidate if you’re extremely detail-oriented, proactive, and self-motivated, have a knack for providing excellent customer service, and are passionate about developing and improving upon operational efficiencies.

Background on Breakout
Breakout creates virtual experiences designed to bond together remote teams. We’re a Techstars backed company helping thousands of employees feel more connected and happier at work at Fortune 500 and unicorn startups. You can learn more at our site: www.breakout.chat.

Duties and Responsibilities:

• Defining and optimizing our customer onboarding and event coordination process.
• Working with our clients to ensure their events are a success, including onboarding them, running tech tests, sharing best practices, supporting registration and fielding questions.
• Setting up new clients in our system, creating estimates and processing sales orders and completing any necessary documentation to set Breakout up as a vendor with customers.
• Coordinating with our operations and logistics teams to ensure events are set up successfully.
• Helping to drive more event booking and participation within individual companies.
• Handling inbound requests from our site, including answering questions and qualifying opportunities.
• Answering in-bound help questions about our events from both clients and participants.
• Write and maintain our help center
• Proactively identifying, communicating and working on opportunities for improvement within the company, including funneling customer feedback back to the appropriate internal team.

Requirements

• 1-2 years of experience in a client-facing customer service, hospitality, sales, project management, or account management role.
• 1-2 years of experience and a personal passion for organizing events (preferred). Note: If you have a different type of experience, please apply and address it in your cover letter. We love artistic, theatrical experience.
• Superior skills in the areas of organization, time management, efficiency and attention to detail, with a high level of comfort working under pressure to reach deadlines.
• Superb communication and relationship building abilities. This person should be personable and friendly, care about other people’s happiness and satisfaction, and possess excellent problem-solving abilities and a knack for diplomacy.
• Technologically savvy with a proficiency in Google Spreadsheets and Google Docs and a willingness to learn new technologies
• Interest in joining an evolving, growing startup. Startup experience is a plus. This role is ideal for someone who is comfortable with a little bit of chaos and ambiguity, who loves building things from the ground up and scaling them.

Logistics
This is a remote WFH, full time position. 

About us

We're a global leader in account-to-account payments, making it easy for merchants to collect both recurring and one-off payments directly from customer's bank accounts. Our global payments network and technology platform take the pain out of getting paid for 65,000 businesses worldwide, from multinational corporations to small businesses. Each year we process US$20 billion of payments across more than 30 countries. We're headquartered in the UK, with additional offices in Australia, France, Germany and the United States.

About the team

Our Customer Support team advises and guides a wide variety of customers, ensuring the adoption of our platform and ultimately driving business value GoCardless. Our Customer Support Advocate - self-serve business does this through targeted engagements with customers at scale.

About the role

In this role, you will develop and grow in a world-class Customer Support team to retain and grow our 60,000+ customers globally.

We pride ourselves on listening to our users and doing everything we can to solve their problems. As a member of our Success group that sits alongside the Support team, you'll collaborate with Customer Support specialists and represent the unified customer's voice across the company. As your knowledge and experience grow, you’ll have opportunities to help inform our product roadmap to always build something people want.

In this role you will be primarily proactively making outbound phone calls; you will be handling live chats and handling email responses to your allocated accounts.

On a day-to-day basis:

• You will understand the customer experience, putting customers' needs first
• You will engage and target customers at critical points in the customer journey to ensure adoption, growth, and renewal of GC.
• You will find opportunities to implement many programs that can efficiently and effectively drive customer outcomes at scale.
• You will test playbooks and program ideas and track results based on defined customer goals.
• You will identify common customer challenges and actively suggest better solutions.
• You will create and adapt customer assets and delivery channels to maximize impact at scale.
• You will help drive customer references and case studies.
• You will identify upsell and cross-sell opportunities and work collaboratively with AEs to generate revenue

Who we’re looking for:

• A self-motivated, dedicated individual with innovative ideas to inspire customer adoption.
• Strong interpersonal skills and experience quickly building customer relationships.
• Ability to embrace the mindset of continuous improvement and actively contribute to the process and procedure of the team.
• Creative problem solving under pressure when working through customer issues.
• Experience with common SaaS technologies preferable e.g. Salesforce, Zendesk.

We're looking for bright, empathic people to join our team Monday to Friday from 10.00 pm to 7.00 am (40 hours per week) and provide first-rate support and guidance primarily to our UK and European, North American, and Australian users.

This role is completely remote; you could be based anywhere in the UK. This is a 6-month contract role with the strong possibility of extension or becoming permanent.

Our team comes from a variety of backgrounds and we embrace diversity. We welcome a wide diversity of applicants, so if you’re unsure please apply.

Life at GoCardless

When it comes to culture, we're proud of what we call the 'GC magic'. It's primarily defined by our values: *Start With Why, Be Humble, Act with Integrity, *and *Care Deeply. *They've been our bedrock since day one, and they continue to be one of the key factors of our success, and the reason we love showing up to work every day.

Because we're now delivering on our important, and ambitious vision to become the world's account-to-account payment network, we're working at pace. To help clear the path to success - so any obstacles and blockers don't slow us down - we've introduced our own set of operating principles, which live alongside our values. They're designed to help us successfully navigate our continued growth by helping us work together better. They provide guideposts around some of the key areas of how we operate so things are smoother, easier and ultimately lead to better outcomes. Read more about our values and operating principles here.

There's lots more to the magic. We view Diversity and inclusion as a business imperative, so we have a leader whose role it is to ensure we create an inclusive workplace where people from all backgrounds can thrive, and where people from all walks of life want to join us. We also have high engagement with our GeeCee-led 'employee resource groups' (such as BEAM, Inspiring, Pride, and Access) that are supported and sponsored by members of our Exec team. You can view our latest Gender Pay Gap report here.

We're also rolling out our 'Adaptive Working' and 'Work Way' schemes. Adaptive Working *will allow you to work flexibly, and in a way that fits around your lifestyle, whilst still ensuring teams can collaborate effectively and get together and socialise. It comprises three components: days in the office, remote working, and a thoughtful environment. *Work Away gives the flexibility to work away from your normal place of work for up to 90 days in any 12 month period.

We also offer enhanced parental leave, pension packages, and you'll receive equity. Having this 'buy in' is a vital part of building a successful business where everybody - regardless of their role - can make a valuable contribution.

There's also our legendary 'GC Fridays'. They're four additional all-company days off every year, giving GeeCees a chance to switch off and relax, as a token of thanks for everyone's hard work and commitment.

Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn. 

The Company:

There’s an explosion of data as B2B buyers shift their buying to the web, but making sense of this data alone is no small feat. The data-driven sales and marketing organizations that align around the tools to leverage this data will gain competitive dominance in their markets. At the forefront of the hottest space (ABM) within the fastest growing tech segment (marketing tech), lies 6sense. At 6sense, our mission is to provide leading companies with visibility into buyers -- clearing the way for marketing and sales professionals to reach new heights of efficiency and success. We are solving a hard problem that delivers unquestionable, game-changing ROI (read; big deals). We are rapidly growing the customer success team in San Francisco, Austin, Chicago and Boston. ****

We are looking for:

Someone who enjoys and has experience working with customers to solve their B2B marketing challenges and pain points.  You are not afraid to traverse the spectrum of possible solutions to ensure our customers can go live as quickly and efficiently as feasible. You are smart and technically skilled but understand the importance of communicating your ideas with a variety of stakeholders and audiences.  Above all, your ‘can do’ entrepreneurial attitude and team-oriented mindset will help us drive 6sense to the next stage.  

Key Responsibilities 

• Understand our customer’s marketing stack and strategy (CRM, Marketing automation tools) and translate those into a 6sense-based solution
• Actively collaborate with our Engineering and Customer Success teams to configure 6sense’s product based on specific customer needs.  
• Help to manage new 6sense implementations and set expectations around both outcomes and timelines
• Prioritize and service customer requests

Required Qualifications 

• At least 3+ years of professional services / SaaS enterprise product implementation or related experience is required
• Must know how to configure custom objects/reports in salesforce.
• Knowledge of B2B Marketing SaaS products, such as Marketo, Pardot are required.
• Experience using Python, SQL, NLP, Java and/or ElasticSearch in a cloud environment
• Familiar with Unix/Linux operating systems, comfortable working in shell (bash)
• BS degree in computer science or similar technical field of study 
• Ability to communicate with customers directly clearly and concisely
• Be a fast learner

Bonus Points

• Experience with data science tools, techniques, and frameworks (e.g. Jupyter notebooks, pandas, KNIME, etc.)

You must be available to start work in the near future. 6sense is based in San Francisco, CA but the role can be based anywhere in the USA. Benefits include medical, dental, vision, short and long-term disability, life insurance, 401k available and flexible PTO.

6sense is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to jobs@6sense.com.

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