Job Description

Job Description

Job Description

Customer Success Support Specialist- Tech/SaaS (Remote)

Remote

$30-$35hr (Weekly pay + benefits )

12 month contract (Great potential for extension)

Full-time (M-F) Attend occasional meetings EST

Our client has created the best place to share code with friends, co-workers, classmates, and complete strangers. Over 31 million people use their platform to build amazing things together across 97+ million repositories. They are one of the leading hosting service sites for software developers around the world. The mission of the company Docs team is to guide everyone who uses their platform to confidently meet their goals.

TheCustomer Success Product Supportwill play a critical role in startup success at the company and across multiple startup programs. They will own the Startups program experience by assisting startups throughout their customer journey and owning the Startups support channels. This role will report to the Operations Lead and which sits within the Marketing organization.

Responsibilities:

• Manage multiple support channels to answer product, billing, and other programmatic questions.
• Own the renewal and offboarding processes
• Own Startups playbooks, guides, and resources
• Be the main point of contact internally for startups support related questions
• Ad-hoc support of operational projects

Desired skills/Requirements:

• 2-8 yrs experience in Customer Product Support or Sales Support within a Tech/SaaS industry
• Experience working within a fast-paced customer facing support role
• Requires experience supporting and managing email product inquiries from customers
• Experience working for a start-up company is a plus
• Experience with CRM Salesforce
• Experience with Zendesk or similar
• Experience with email management - High volume; experience to handle 50-100 tickets a day
• Must be able to self-direct, ability to figure things out independently and a problem solver.
• Excited to learn and grow; able to come in learn quickly, hit the ground running and eager to retain information
• Requires experience having to learn a product in previous role in order to explain to customers.
• Experience answering customer questions on product, programs and billing` and other related questions.
• Experience to manage customer communication; from reviewing to renewing applications, creating quotes and processing orders
• Requires experience with managing email inbox and responding to customers in a timely fashion.
• Ability to handle a high volume of tasks, maintain focus for a long period of time and excellent time management to complete time sensitive tasks.
• Must have excellent customer service skills and written and verbal communication skills;
• Previous experience supporting other operational projects and depts within the company
• Experience using Google Suite (sheets, docs, calendar, etc.)
• Familiarity or interest in the startup ecosystem (help to supporting building other start-ups)

Please send your resume. Thank you!

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