Customer Support Associate
July 12
🏡 Remote – New York
Description
• Provide quick and helpful support to Instrumentl customers, partners and prospects via live chat, phone and video • Respond professionally, empathetically and promptly to customers to resolve customer issues • Maintain and contribute to the Instrumentl knowledge base by regularly authoring, editing, and updating self-serve resources such as help articles, best practices videos, FAQs, etc. • Identify and implement ways to work more efficiently and effectively internally and optimize the customer experience • Serve as the voice of our customers, share customer feedback, and advocate for our customers' needs, especially with revenue and product teams
Requirements
• 1+ years of customer-facing work experience: ideally, you’ve held a Support or Onboarding role in a SaaS environment, with a consistent CSAT score above 95%. A background in nonprofit development or fundraising is a plus! • Support desk experience: you've used a tool such as Intercom to answer customer inquiries, conduct ticket reporting, and pull metrics to analyze support performance. • Light quality assurance experience: you understand how to test and report bugs with clarity and efficiency. • Passion: you are eager to deliver awesome customer experiences! • Communication: you pride yourself on your ability to communicate complex topics easily over video and in writing. • Empathy: you are warm and approachable in your interactions with others, and genuinely interested in fostering collaborative relationships with colleagues and customers. • Organized: you have excellent organizational and multitasking skills, with a high level of attention to detail. • Adaptability: you thrive in fast-paced environments, and feel comfortable handling ambiguity and change. Experience in an early-stage startup environment is a plus! • Ownership: you have a proactive approach to process improvement and the confidence to execute on new ideas. • Tech savviness: you're familiar with tools like G Suite, Zoom, Slack, Intercom and Canva. You love shortcuts and can name your favorites off the top of your head. • Growth mindset: you exhibit a growth mindset every day and take feedback in stride. • Mission-driven: you're excited about Instrumentl's mission and eager to support the work done by the nonprofit community! • Bonus: experience working with nonprofit or SMB customers. • Bonus: experience working remotely.
Benefits
• Competitive salary + equity ($55,000 - $65,000/year, depending on experience) • 100% covered health, dental, and vision insurance for employees, 50% for dependents • Generous PTO policy, including parental leave • 401(k) • Company laptop + stipend to set up your home workstation • Company retreats for in-person time with your colleagues • Work with awesome nonprofits around the US. We partner with incredible organizations doing meaningful work, and you get to help power their success.
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