Customer Success Specialist at PocketSuite

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

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 

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