- Prioritizing support tickets and answering them as soon as possible
- Hopping on Zoom calls to diagnose problems and educate users
- Working directly with Engineering to funnel customer feedback and requests
- Analyzing daily usage metrics to better understand users
- Taking actionable steps to engage accounts based upon user engagement
- Creating Intercom campaigns to engage and educate users
- Working closely with Sales to help achieve cross-functional goals (onboarding, training, renewals, etc)
- Update knowledge base and make training videos
- Help shape our roadmap based on customer feedback
- Regularly update internal company wikis
- 1-2+ years of customer support and account management experience
- Technical chops (you can learn technical troubleshooting concepts quickly)
- Great e-writing skills (you can clearly and cleanly communicate over email, Slack, chat, etc)
- High level of organization and self-motivation
- Past remote work experience
- Worked at a startup or a SaaS company before
- Experience with Salesforce (CRM) and Intercom (or similar tools)
- Familiarity with Chrome Extensions
- Salary: $45,000 - $50,000 US dollars per year
- Freedom to try new things (help people the way you want)
- Ability to work fully remote from anywhere in the world
- 4 weeks paid time off
- Work remotely full-time
- Be part of a small team doing big things in an independent work environment
- $1,500 annual continued learning budget (for books, courses, and self-improvement)
- $1,000+ annual travel spending allowance (money to spend during your vacation)
- Benefits (health, dental, etc) through our company HSA (for people living in Canada)
-
Customer Success Representative
1 week ago
Prospect Kitchener, CanadaWe are a remote startup (headquartered in Canada) building a smart, curious, and driven team that's making software to help sales reps sell better. · Prospect is a lead generation app that helps you find contact data right inside your browser in real-time. The best sales teams fr ...
-
Customer Success Representative
4 days ago
Prospect Kitchener, Canada Full timeWe are a remote startup (headquartered in Canada) building a smart, curious, and driven team that's making software to help sales reps sell better. · Prospect is a lead generation app that helps you find contact data right inside your browser in real-time. The best sales teams fr ...
-
Renewals Account Representative
18 hours ago
Open Text Corporation Waterloo, Canada**Renewals Account Representative**: · - Req id: Waterloo, ON, CA**OPENTEXT - THE INFORMATION COMPANY** · As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that l ...
-
Renewals Account Representative
18 hours ago
opentext Waterloo, Canada**OPENTEXT - THE INFORMATION COMPANY** · As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. · **The Opport ...
-
Sales Development Team Leader
1 week ago
Avidbots Corp Kitchener, CanadaNow is the time to become an Avidbotter · Avidbots is a leading-edge robotics company with the vision to bring robots into everyday life with the intention of expanding human potential. Our ground-breaking product, the Neo 2 autonomous floor scrubbing robot, is deployed around th ...
-
Application Specialist
6 days ago
Franklin Empire INC Kitchener, Canada**Applications Specialist - Safety & Sensors** · Location : South Western Ontario · Franklin Empire is a leading full line electrical distributor with a long history of continuous growth and success. There are currently twenty one branches established in Ontario and Quebec. We re ...
-
Bell District Manager
1 week ago
PRE-CA Kitchener, CanadaPremium Retail Services is one of North America's leading outsourced sales and marketing providers and an Authorized Marketing Agency for Bell Canada. · We're looking for passionate, outgoing individuals to join our Bell Canada neighbourhood marketing team as a Bell District Mana ...
-
Custome Service Representative
1 day ago
Assured Automotive Kitchener, CanadaAssured Automotive, ON Kitchener-Queensway · **Job Description**: · ** Industry Leading Compensation, Benefits & Training ** · The Customer Service Appraiser/Representative's primary responsibility and accountability is to provide an exceptional and successful customer experience ...
-
Customer Service Representative
4 days ago
Dufferin Concrete - A CRH Company Kitchener, CanadaJob ID: 487945 · Work Type: Contract · Dufferin Concrete, A CRH Company is currently hiring a **Customer Service Representative** to join their growing team · **Who we are** · Recognized as one of Greater Toronto's Top 100 Employers, Dufferin Concrete has been a trusted supplier, ...
-
Customer Service Representative
1 week ago
U-Haul Kitchener, Canada**Customer Service Representative**: · Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Customer Service Representative. As a Customer Service Representative, you will work as part of a supportive team to b ...
-
Customer Support Representative
1 day ago
opentext Waterloo, Canada**OPENTEXT - THE INFORMATION COMPANY** · Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment ...
-
Service Office Supervisor
5 days ago
Golden Windows Kitchener, Canada**Position Summary**: · We are looking for a **Service Office Supervisor** who takes pride in the results they deliver, cares about making a difference and understands how rewarding working with a great team can be. · The position, under the direction of the VP Operations, is pri ...
-
Customer Service Representative
1 week ago
U-Haul Kitchener, Canada**Customer Service Representative**: · Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Customer Service Representative. As a Customer Service Representative, you will work as part of a supportive team to b ...
-
Part-time Head Coach, Esports
2 days ago
Conestoga College Waterloo, Canada Part timeRequisition Details · **Job Title**: · **Part-time Head Coach, Esports** · **Requisition #**: · **22-817R1** · **Campus**: · Waterloo · **Department**: · Athletics & Recreation · **Posting Date**: · Monday, April 17, 2023 · **Closing Date**: · Sunday, May 7, 2023 at 11:59 PM EST ...
-
Billing Representative
5 days ago
Open Text Corporation Waterloo, Canada**Billing Representative**: · - Req id: Waterloo, ON, CA**OPENTEXT** · OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to ...
-
Image Services Representative
3 days ago
Sun Life Waterloo, CanadaYou are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspir ...
-
Client Service Assistant
6 days ago
BMO Financial Group Waterloo, Canada20 Erb Street West Waterloo Ontario,N2L 1T2 · Supports one or more Investment Advisors (IAs) and IA Team and staff, and branch operations with day-to-day administration and provides exceptional client service to support achievement of business objectives. · - Coordinates marketin ...
-
Bilingual Customer Service Representative
5 days ago
MCAP Waterloo, Canada**Bilingual Customer Service Representative - Remote** · **MCAP at a Glance** · Joining MCAP means you will be a part of our diverse workforce of highly talented individuals who are recognized for their expertise and success At MCAP, your professional expertise, commitment to tea ...
-
Undergraduate Recruitment Specialist
1 week ago
University of Waterloo Waterloo, CanadaOverview: · **Term: 4 months.** · Within the Marketing & Undergraduate Recruitment (M&UR) unit of the Registrar's Office (RO), responsible for communicating with and providing information for secondary school students, their families, and school officials regarding admission poli ...
-
Customer Service Representative
5 days ago
MCAP Waterloo, Canada**Customer Service Representative - Remote** · **MCAP at a Glance** · Joining MCAP means you will be a part of our diverse workforce of highly talented individuals who are recognized for their expertise and success At MCAP, your professional expertise, commitment to teamwork and ...
Customer Success Representative - Kitchener, Canada - Prospect
Description
We are a remote startup (headquartered in Canada) building a smart, curious, and driven team that's making software to help sales reps sell better.
Prospect is a lead generation app that helps you find contact data right inside your browser in real-time. The best sales teams from the top tech companies in the world use Prospect to crush their sales targets.
MORE ABOUT US
We are currently a team of 14 people -- you will be #15
We are a fully bootstrapped and profitable startup (no VCs or investors). We want to do what's best for our team and customers.
We are a fully remote company with a great remote work culture. We don't work weekends and provide ample time off. We don't have any "managers" and avoid wasteful internal meetings.
ABOUT YOU
You are calm and collected. You enjoy helping others and talking to people. You know that things sometimes go wrong and can deal with "fires" without losing your cool.
You're self-managed and well-organized. You embrace the opportunity to wear different hats and try new things. You love to learn.
HOW WE CURRENTLY DO CUSTOMER SUCCESS
Customer success for us means handling technical support issues and account management. Our main channel of support is email. We use Intercom to manage all our support emails. We also provide support via in-app live chat and even Slack.
We believe in proactive support. We do our best to educate and train users as soon as they start using our software.
For more passive support, we actively maintain a knowledge base. Customers can access the knowledge base to see answers to common questions.
Our customer success team works closely with Sales to provide insights into Customer "health" and assist in training and onboarding Customers.
WHAT YOU WILL DO
You will be helping us full-time with customer support and success. This includes doing things such as:
Since you will be the face of our company to customers, you will also:
Our customers are global, but we've noticed that most contact us between 10am-6pm EST (UTC-5).
Requirements
MUST HAVES
BONUS NICE-TO-HAVES
Benefits
WHAT YOU'LL GET
MORE OF WHAT YOU'LL GET