POSTED March 24

(Sr) Customer Success Associate | B2B SaaS US shift at Bookee

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

At Bookee, customer success is more than just answering questions. It's about using the information customers give us as insights to help Bookee grow. Moreover, providing amazing support that establishes trust with our customers and clients is at the center of the Bookee customer experience. We're obsessed with providing the highest quality service, in the smartest way. And for Bookee to continue its growth and success, we need to be able to not only improve but also scale our fast-growing customer success operations.

About The Role:

This is a role where you get to directly influence the customer experience. You will be responsible for making the experience as smooth as possible for customers by creating internal processes and acting as a conduit with the larger organization. This includes facilitating resolutions of escalated issues with internal stakeholders.

You'll also be working closely with operations teams to help create policies, launch products, and share insights about our customers.

You will need to be great at ruthlessly prioritizing and maintaining a healthy communication stream with all your stakeholders.

Please note this is a remote job opportunity

What You'll Do:

  • Be a passionate advocate for all members of Bookee's community and listen attentively to their feedback so we can positively influence how we interact with them, and provide actionable insight to the rest of the company that directly impacts how Bookee works.
  • Deliver stellar operations outcomes according to agreed service level agreements: ensuring we achieve the best customer outcomes for the most complex and difficult support issues our businesses encounter, and ensuring our customer success metrics stay green, operate efficiently, and maintain the highest level of quality.
  • Engage with stakeholders, to improve internal tools and the overall user experience.
  • Identify opportunities to improve metrics and deliver on these initiatives.
  • Regularly report on performance and provide actionable insights to stakeholders.

What You'll Need:

  • Proven experience: whether it be in a contact center, a start-up, bank, or consultancy, you are someone who loves driving change in a fast-paced environment.
  • Experience with processes, systematic organization, and delivering high-quality customer service.
  • Experience working in a Customer Support, Call Quality, Learning & Development / Training team is a plus but not necessary.
  • Project management experience. Proven ability to manage a program of work from beginning to end.
  • Logical mindset. Making decisions and sound business judgment through strong analytical thinking and a commercial / operational mindset.
  • Demonstrated Data/Analytics experience; Excel proficiency.
  • Exceptional writing and verbal communication skills.
  • Flexible hours to cover hours of operation as needed.

Our history and background

Our leadership team has worked at elite organizations and startups like JP Morgan, Uber, Shiprocket, BrowserStack, and MagicPin; and is passionate about making physical and mental health more accessible.

We have raised over $3.2 million in venture capital from Antler; founder of FusionCharts (Pallav Nadhani); and leaders from companies like Meta, Gitlab, Freshworks & CleverTap.

We are excited to open up more seats in this rocket ship! 

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