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Customer Success Representative (SaaS, US Hours)
at SmarterQueue

go back to Customer Support Jobs
  • Columbus
  • fulltime
  • $15 - $25 per hour

Please read carefully before applying:


This position is 100% remote
Your availability must have a minimum of 2 hours overlap with GMT
Schedule = USA, South America, Or Canadian working hours


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NO RECRUITERS - Your email address will be marked as spam
NO OUTSOURCED TEAMS/AGENCIES - we are looking for an individual to join our team


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### SALARY
- Salary range USD $15 - $25 per hour (dependent on experience).


### ABOUT US


SmarterQueue is a ground-breaking social media management tool.


On average, SmarterQueue increases the effectiveness of our customer's social media content by up to 300%, and saves them over 8 hours per week - amongst many other incredible benefits!


We are a small fully remote team, spanning the UK, Canada, America and Europe. 


SmarterQueue is building software which adds REAL value to influencers and marketers lives!


### WHAT YOU'LL DO


Customer Relations


- Respond to support questions, requests and complaints from our customers. 
- Share all customer feedback with the Product Team.
- Develop relationships with customers and proactively gather information on their needs to identify SmarterQueue features that could help them achieve their goals. 
- Identify and execute opportunities to increase customer loyalty and reduce churn. 
- Recommend best practices to the Customer Success Manager for the benefit of the broader company related to customer experience, operations, product, sales and training.


Operations


- Support customer onboarding as required and help implement innovative processes to continuously improve onboarding. 
- Create, review and edit Help Center articles. 
- Support periodic review and revision of Help Center articles and videos. 
- Complete communication reports, and suggest improvements. 
- Support the Customer Success Manager in making strategic decisions regarding the operational performance and process optimization of Customer Success as a function.


Nice-to-have: Video Production


- Script, film, edit and voiceover product videos.
- Use our video editing software (Filmora) to capture, explain and present feature benefits, and how to use SmarterQueue to a large customer base.


### ABOUT THE ROLE


- Part time and full time hours available. 
- Must be flexible regarding working hours. 
- Available to work weekends is a bonus.
- Contract position. 
- You will work 100% remotely and report directly to the Head Of Customer Success. 
- You must have your own computer/equipment with a solid connection to the internet.


### ABOUT YOU


MUST HAVE: Experience & Requirements
- Previous remote, SaaS customer service/success experience.
- Bachelor’s Degree or equivalent experience. 
- Fluent in English, both verbal and written. 
- Strong verbal and written communication skills. 
- Excellent interpersonal skills. 
- Strong organizational skills with the ability to multitask projects from start to finish. 
- Passion and understanding of social media. 
- Love problem-solving and are excited to learn technical skills and technical troubleshooting.


### Critical Competencies for Success:


Productive:


- You are incredibly self-motivated and driven to be the best version of yourself. 
- You thrive working remotely. 
- Credibility is earned at SmarterQueue through execution and getting things done. 
- You get into the details and deliver results under the highest expectations on time and quality. 
- You thrive in a fast-paced, ever-evolving environment. 
- Be ready to get hands-on with all aspects of the daily needs. The buck stops with you.


Solution-orientated:


- You have the flexibility to think outside the box. 
- You have the ability to foresee and identify the needs of the customer before they arise. 
- You take a creative and calm approach to challenges and issues. 
- You pay attention to the fine detail, with a focus on quality. 
- You love crystal clear communication. You communicate empathetically, effectively and in a timely manner to ensure solutions at the highest level of customer experience.


People person:


- You are genuinely interested in others and love being part of a Team! 
- You consider the wider team before yourself. 
- You are open to new and innovative solutions. 
- You must present well and communicate clearly and effectively to upper management and other functions. 
- You are able to distill complex concepts into plain English, and vice-versa to people at all levels of understanding. 
- You’re willing to adjust course when appropriate new ideas or objections are raised. 


### BONUS POINTS


-  Video-making and -editing skills (we use Filmora).
-  Technical troubleshooting experience.


### HOW TO APPLY


Send us a brief intro note along with your resume and a link to your LinkedIn profile 
All applications without a complete LinkedIn profile and intro note will be immediately disqualified. 
Bonus points for attention to detail if you mention the word ‘taco’ in your intro note.


We’re actively looking for a diverse and gender-balanced team.


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