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Senior Customer Support Specialist

Metadata,Inc · Nov 13th 2020

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We are looking for an ambitious individual who is genuinely excited to help customers and is proactively trying to improve the customer experience.

You will be our first line of defense for any inbound support inquiries, technical help, as well as customer success technical tasks.

The role includes managing, resolving, and escalating customer issues to engineering (bugs), customer success (custom work) or product (new feature requests).

You will also triage customer issues and develop an efficient and scalable support process. You are confident, love solving and troubleshooting problems and determined to investigate and be resourceful with a clear goal of delighting the customer.

The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

HOW TO APPLY

Please fill out the following form: https://docs.google.com/forms/d/e/1FAIpQLSfYkTCKbdx6CXXbNJ_q-nztKQqFS6efhGC4KIngnNeDJ7h_GQ/viewform

ABOUT US

We are a team of very dedicated professionals who are making a breakthrough in B2B marketing by introducing an autonomous demand generation platform powered by AI-based campaign optimization (vs people) at the center of campaign execution.

We move fast but scientifically, we are agile but disciplined. We value and reward dedication, hard-working, and can-do attitude. We embrace equality, diversity, and authenticity.

DESIRED SKILLS AND EXPERIENCES

  • 3+ years in one of the client-facing roles: customer support or customer success
  • Experience setting up and managing Customer Support workflows and tools
  • Experience in B2B marketing technology, or B2B marketing agency
  • Outstanding verbal and written communication skills
  • Resourceful problem solver with strong logical thinking
  • Exceptional attention to details and organizational skills
  • BONUS: Interest to build and maintain our support portal, knowledge base, do online webinar/training and grow the support organization

PERSONALITY

  • Natural charisma, authenticity, warm and friendly personality
  • Extreme ownership and accountability with an unstoppable desire to help.
  • Drive for service is in your DNA

RESPONSIBILITIES

  • Own Customer/Inbound Support & Respond to all inbound inquiries
  • Provide onboarding of new customers and help them with the integration of their tech stack (ad accounts, salesforce, marketing automation platforms)
  • Design and maintain a scalable customer support system for Metadata
  • Maintain and add to metadata’s public knowledge base & FAQ
  • Collaborate with the Product team on product improvements base on customer feedback
  • Being able to work in North America time zones

WHAT WE OFFER

  • Remote position
  • Competitive compensation
  • Career opportunity in a fast-growing company
  • Extremely friendly and supportive team

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