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Process Street · 1 day ago

Junior Customer Support Specialist | Remote | AI SaaS Support

United States

Full-time

Remote

Entry Level

1+ years exp

Process Street is an AI software and compliance operations platform startup from San Francisco. We are seeking a Customer Support Level 1 Specialist to join our Customer Support & Success team, where you will address inbound customer inquiries and assist in improving customer experience by communicating feedback to various teams.

Information TechnologyProductivity ToolsProject ManagementSaaSSoftware

Growth Opportunities

Responsibilities

Respond to email, live chat, and phone inquiries from existing customers and prospects

Advise customers on the best way to use the software to meet their needs

Track customer interactions in Salesforce

Assist prospects during their trial period to ensure they understand the product functionality

Serve as a conduit for customers to communicate product and feature requests to Product Managers

Assist our Customer Success Managers in dealing with large customers

Contribute to the Support Knowledge-base

Conduct product demos for prospects

Conduct Onboarding and Account Reviews for existing customers

Qualification

Customer support experienceSaaS knowledgeSalesforceIntercomTechnology affinityCommunicationAttention to detailCustomer experience focusGrowth mentality

Required

You have experience working directly with customers. At least 1-2 years of experience, preferably in SaaS

You're an excellent communicator. This includes written and verbal English

You pay attention to the details. You know details matter, and you remember that everything you do can improve the customer's experience in some way

You're obsessed with customer experience. You're driven by creating an amazing customer experience

You have a growth mentality. You have a self-motivated approach to learning and development

You love working with technology. We're building it! This includes both web and mobile applications

You are available to work 8am-5pm UTC+8

Preferred

Added bonus if you have experience building and maintaining relationships with remote customers

Experience with Intercom and Salesforce is a plus!

Benefits

Unlimited PTO policy – Most take 3-4 weeks, plus their major holidays, AND a company-wide week off in December.

Company offsite – We get together as a whole company to celebrate company milestones as well as encourage and sponsor small group meetups so that you can meet your teammates face-to-face around the world.

Social time – We know human connections are what make teams strong. We regularly do coffee chats, game-playing, story-telling, house tours (only if you're comfortable), and more to build connections.

Equity for all full-time roles.

Generous health insurance – for US employees and their families, including dental and vision plans.