48 applicants

Company

Guidebook Inc. · 1 day ago

Senior Customer Support Associate

United States

Full-time

Remote

Senior Level

$50K/yr - $60K/yr

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Responsibilities

Achieve a working knowledge of our Builder CMS and app submission process.

Own the support process by answering questions via email, live chat, and phones.

Occasionally facilitate workshops to educate clients on our Builder CMS basics and features relevant to their event needs.

Understand the day-to-day operations of the team and the best practices required to support and advance your peers.

Collaborate with clients to build incredible content into their apps, and aid in app submissions to the Apple and Google Play stores.

Begin establishing rapport with the CSA team and cross-functional counterparts.

Begin building Guides for customers who purchase professional guidebuilding services.

Improve proficiency in new customer onboarding workshops.

Achieve mastery of our Builder CMS and app submission process.

Become fluent in the core CSA systems and begin thinking about process enhancements.

Analyze customer feedback and team trends to influence team behavior and create standards for continuous process optimization.

Work closely with Guidebookers on the Account Management team to share best practices and ensure clients are maximizing their subscriptions.

Understand customer goals and begin crafting Guide Reviews to proactively help customers succeed with the platform.

Represent the voice of the support team to product and other departments.

Organize a research strategy to stay in the know on customer service industry trends, thinking about how to bring about meaningful positive change to the CSA team.

Have established and trusted relationships with all team members.

Coordinate initiatives with sales and marketing to maximize revenue.

Research new verticals and generate ideas for expanding Guidebook in different opportunities, including higher education, community centers, events, and more.

Report routinely on support trends, team efficiency, and propose meaningful improvements.

Work to make the rest of your team better because they should be making you better too!

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical supportBuilder CMSData analysisZendeskJIRALive chat technologyProcess optimizationMS Office

Required

Proven mix of customer success and technical support skills

Background in customer service

Creative problem solving skills

Data analysis skills

Aptitude for creating processes and continually maximizing team performance

Excellent time management and multi-tasking skills

Experience using Zendesk, JIRA, and live chat technology

Attention to detail and strong organizational skills

Ability to work in a high-energy environment; team player

Demonstrated problem-solving capability, particularly with respect to data analysis

Positive and energetic phone skills

Excellent listening skills

Strong writing skills

Highly proficient with standard corporate productivity tools (email, MS Office, especially Excel)

Hardworking, self-motivated, and intelligent

Confidence in ability to develop and facilitate presentations

Willingness to work flexible hours, such as weekends

Comfortability delivering and receiving impactful feedback from and to peers

Preferred

Admin experience on Zendesk, JIRA, and live chat technology

Fun to be around; someone who adds to the dynamic team

Benefits

100% paid benefits: medical, dental, and vision

Short term and long term disability

Unlimited vacation time

401k program with matching benefit

Stock options

A company culture built on balance, community, and shared success

MacBook and accessories to make you comfortable working from home.

Awesome annual company retreats

Company

Guidebook Inc.

Glassdoor

3.9

Welcome to Guidebook – Your No-Code App-Building Platform for Events Increase engagement and optimize information for your event with our effortless and accessible no-code app builder.

Founded in 2011