What We Want
A Ringmaster. You are technical and people oriented. Solving problems in is your DNA and you relish a challenge. You’re resourceful and proactive but most importantly you communicate with a high level of authority and comfort to customers through a variety of channels.
Who We Want
You’re principled, entrepreneurial and resourceful as well as being incredibly self-motivated and driven by new challenges. You solve problems by setting customer expectations with honesty and using team collaboration when needed.
What You Know
- Bonus: Slack, Asana, Zendesk, Intercom, Elevio and Google Drive
What You’ll get paid
We have a very generous offer for distributed team members based on your location
What You’ve Got
- High fluency in written and oral English (we love your beautiful accents) other languages a bonus
- Experience in customer support technologies for ticketing systems and databases
- Excellent active listening approach to problem solving
- A detail oriented big-picture thinker
- Proactive in reaching out to address current or potential roadblocks
- Ability to manage priorities of different responsibilities
What You’ll do
- Process customer support issues and conversations by tickets, live chats and phone
- Respond to customers using platforms such as Intercom, Zendesk and by phone
- Investigate and troubleshoot customer’s technical issues
- Generate technical documentation such as articles and instruction videos
- Manage 1M ARR in clients and give first reply within 15 minutes
- Keep our NPS up at 80% or more, segmented by your accounts
- Provide continuous improvement of technical support processes
Who We Are
We make fast and reliable A/B testing software. This helps our customers improve their clients’ experience and improve their conversions.
We’ve got an outstanding support team and we truly care about our product and its impact on this world. This is why we follow our Conscious Business ideology.
Apart from coffee, we’re powered by a fiercely passionate team who believe in our move to Holacracy to grow our business. Don’t let being distributed over 12 countries fool you, we have a cohesive culture with strong voices.
Our team has the DNA of entrepreneurs. Our members are empowered to make decisions (and mistakes) to drive Convert forward.
If you’re a passionate overachiever we want to hear from you. We believe that getting it done is more important that getting it perfect (the first time) You get to work with others who set the bar high and share their successes and failures.
Get the opportunity to learn from people who know what they are doing. Get involved in Roles and Projects that interest you as long as they support our Purpose
Work from anywhere. Yes, really. We have deadlines and projects not a punch clock. We report, we communicate and we update with precision and deliver feedback with brevity and honesty.