**About Us**\n\nAt Close, we're building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry toward eliminating manual processes and helping companies to close more deals (faster). Since our founding in 2013, we've grown to become a profitable, 100% globally distributed team of ~55 high-performing, happy people that are dedicated to building a product our customers love. \n\nWe are growing our Success Team of 5 in order to work with more customers, specifically to help with new customer onboarding and identifying high-growth customers. \n\n**About You**\n\nYou have at least three years of experience with B2B SaaS in a customer success or implementations role. You are passionate about technology and are extremely well-informed in the SaaS product ecosystem, particularly those products that cater to startups and SMBs. Preference given to candidates with 1) frontline sales experience of minimum one year that you can rely on to act as a trusted sales advisor for our customers 2) experience working for a CRM platform or a sales enablement tool or 3) technical aptitude and capability. \n\nYou have excellent written and verbal communication skills and are comfortable working independently in a fast-paced environment. You are someone with high emotional intelligence, having the ability to understand and empathize with the needs of others. You have a [friendly, but strong demeanor](https://thestartupchat.com/ep050/).\n\nYou must be located in North America and available to work normal U.S. business hours. You should have experience working in a startup environment and as a remote worker. \n\n**About the Role**\n\nThe newest member of the Customer Success team will work closely with high growth customers, ensuring they have the tools, knowledge, and set up to be successful in Close and in sales. This role will work the majority of time in a 1:1 capacity with individual customers, but will also contribute to the team’s digital engagement strategy. \n\n**Key Responsibilities**\n* Onboard new customers with an emphasis on creating a solid sales process and strategically mapping new customer data. Onboarding and follow-up training includes opinionated sales process advice, sales education, data consultation, and teaching the Close sales philosophy. \n* Work with existing customers to increase the value they receive from our service and identify and create an action plan for those customers who are rapidly growing and who may need extra love. \n* Collaborate with other Success team members and teams at large (Sales, Support, Partnerships, Marketing, Product) to deploy resources for customers and gather information for company insight as needed. \n* Host roundtables, webinars and other types of virtual events to boost information and resources for the Close community. \n* Assist on virtual engagement strategy by creating /contributing to written and video content on platform and data management best practices and Close sales philosophy. \n* The team members you'll be working most directly with are [Liz Stephany](https://www.linkedin.com/in/lizstephany/), [Lydhia Marie Bolduc-Gosselin](https://www.linkedin.com/in/lydhiamarie/), [Forrest Dwyer](https://www.linkedin.com/in/forrest-dwyer-93036668/), [Meghann O’Brien](https://www.linkedin.com/in/meghann-o-brien-46b5935b/), and [Tina Duong](https://www.linkedin.com/in/tina-duong-3b282852/).\n\n**Why work with us?**\n* [Culture video](https://www.youtube.com/watch?v=ZbyGnLhtj0o&feature=youtu.be) 💚\n* 100% remote company (we believe in trust and autonomy)\n* Choose between working 5 days/wk (standard full-time) or 4 days/wk @ 80% pay\n* [Annual team retreats](https://www.youtube.com/watch?v=gKjyXMz-q-Q) ✈️\n* Quarterly virtual summits\n* 5 weeks PTO + Winter Holiday Break\n* 2 additional PTO days every year with the company\n* 1 month paid sabbatical every 5 years\n* Co-working stipend\n* Revenue Share (after 1 year)\n* Paid parental leave\n* Medical, Dental, Vision with HSA option (US residents)\n* 401k matching at 6% (US residents)\n* Dependent care FSA (US residents)\n* Contributor to [Stripe's climate](https://stripe.com/climate) initiative 🌍❤️ \n* [Our story and team](https://close.com/about/) 🚀\n\nAt [Close](https://close.com/), everyone has a voice. We encourage transparency and practice a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our business - we believe you bring your best to work when you practice self-care (whatever that looks like for you). \n\nWe come from 16 countries located in 5 of the 7 continents. We’re a collection of talented humans rich in diverse backgrounds, lifestyles, and cultures. Every year we meet up somewhere around the world to spend time with one another. These gatherings are an opportunity to strengthen the social fiber of our global community.\n\nOur team is growing in more ways than one - we’ve recently launched 17 babies (and counting!). Unanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our people and help our customers become more successful.\n\n*Our application process was designed to promote equitable and unbiased hiring practices. We ask a small series of questions that are similar to what would be asked in the first interview. This helps us learn more about you right from the start so please be sure to answer each question thoughtfully. Each application will receive two screens by two different reviewers. Regardless of fit, you will hear back from us letting you know if we'll be moving forward. \n\n*Interested in [Close](https://close.com/) but don't think this role is the best fit for you? View our [other positions](https://jobs.lever.co/close.io/). \n\nPlease mention the word **STYLISH** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n
\n\n#Benefits\n 🌎 Distributed team\n\n
\n\n#Location\nAmericas

***Learn more about the Customer Success Associate role in [in this video](https://www.youtube.com/watch?v=dTtBd5Wouv0), featuring Liz our Director of Customer Success.*\n**\n\n**About Us**\n\nAt [Close](https://close.com), we're building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry toward eliminating manual processes and helping companies to close more deals (faster). Since our founding in 2013, we've grown to become a profitable, 100% globally distributed team of ~43 high-performing, happy people that are dedicated to building a product our customers love. \n\nWe are growing our Success Team of 4 in order to work with more customers, specifically to help with new customer onboarding and identifying high-growth customers. \n\n**About You**\n\nYou have at least one year of experience with B2B SaaS in a customer success or implementations role. We are also interested in candidates who have a background or experience in B2B Support, working with customers via phone or video calls. Preference given to candidates with either 1) frontline sales experience of minimum one year that you can rely on to act as a trusted sales advisor for our customers or 2) experience working for a CRM platform or a sales enablement tool.\n\nYou have excellent written and verbal communication skills and are comfortable working independently in a fast-paced environment. You are someone with high emotional intelligence, having the ability to understand and empathize with the needs of others. You have a [friendly, but strong demeanor.](https://thestartupchat.com/ep050/)\n\nYou must be located in North America and available to work normal U.S. business hours. You should have experience working in a startup environment and as a remote worker. \n\n**About the Role**\n\nThe newest member of the Customer Success team will work closely with customers who have potential for high growth, ensuring they have the tools and knowledge to be successful in Close and in sales. This role will work the majority of time in a 1:1 capacity with individual customers, but will also contribute to the team’s digital engagement strategy. \n\n**Key Responsibilities**\n\n* Onboard new customers with an emphasis on creating a solid sales process. Onboarding and follow-up training includes opinionated sales process advice, sales education, and teaching the Close sales philosophy. \n* Work with existing customers to increase the value they receive from our service and identify those customers who are rapidly growing and who may need extra love. \n* Collaborate with other Success team members and teams at large (Sales, Support, Partnerships, Marketing, Product) to deploy resources for customers and gather information for company insight as needed. \n* Host roundtables, webinars and other types of virtual events to boost information and resources for the Close community. \n* Assist on virtual engagement strategy by creating /contributing to written and video content on platform best practices and Close sales philosophy.\n* The team members you'll be working most directly with are [Liz Stephany](https://www.linkedin.com/in/lizstephany/), [Matt Bonde](https://www.linkedin.com/in/matt-bonde/), [Andrea Lucke](https://www.linkedin.com/in/andrealucke/), and [Lydhia-Marie Bolduc-Gosselin](https://ca.linkedin.com/in/lydhiamarie).\n\n**Why work with us?**\n\n* [Culture video](https://www.youtube.com/watch?v=ZbyGnLhtj0o&feature=youtu.be) 💚\n* [Our story and team](https://close.io/about/) 🚀\n* 100% remote-first company (we believe in trust and autonomy)\n* 2 x annual team retreats ✈️ ([Lisbon Retreat Video](https://www.youtube.com/watch?v=gKjyXMz-q-Q&feature=youtu.be)) - when travel is appropriate\n* 4 x quarterly virtual summits\n* 7 weeks PTO (includes company-wide winter holiday break)\n* 2 additional PTO days every year with the company\n* 1 month paid sabbatical every 5 years\n* $200/month co-working stipend\n* Revenue Share (after 1 year) \n* Paid parental leave (10 wks primary caregiver / 4 wks secondary caregiver)\n* 99% premiums paid for excellent medical and dental coverage, including an HSA option (US residents)\n* 401k matching at 6% (US residents)\n* Dependent care FSA (US residents)\n* Contributor to [Stripe's climate initiative](https://stripe.com/climate) 🌍❤️\n\n\nAt [Close](https://close.com), everyone has a voice. We encourage transparency and practicing a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our organization - we believe you bring your best to work when you practice self care (whatever that looks like for you). \n \nWe come from 12 countries and 16 states; a collection of talented humans rich in diverse backgrounds, lifestyles and cultures. Twice a year we meet up somewhere around the world to spend time with one another. We see these retreats as an opportunity to strengthen the social fiber of our community. This team is growing in more ways than one - we’ve recently launched 11 babies (and counting!).\n \nUnanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our organization. At Close, we have a high care factor for one another, in making an awesome product and championing the success of our customers. \n \n*Interested in Close but don't think this role is the best fit for you? View our [other positions.](https://jobs.lever.co/close.io/)* \n\nPlease mention the word **NOTABLY** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n
\n\n#Benefits\n 🌎 Distributed team\n\n
\n\n#Location\nAmericas

**About Us**\n\nAt [Close](https://close.com/), we’re building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry in sales automation—helping companies to close more deals, faster than ever. Since our founding in 2013, we've grown to become a profitable, 100% globally distributed ~55 person team that is dedicated to building a product our customers love.\n\nWe are hiring a Customer Support Executive to help us provide an excellent service experience to our customers. Join a team that has been working remotely for 6+ years. \n\n**About You**\n\nYou will be reporting to the Manager of Customer Support, [Joseph Sterner](https://www.linkedin.com/in/jrsterner/). \n\nAs a Customer Support Executive, you would be responsible for handling general support emails sent during CT/MT business hours.\n\nThis role requires a high level of independence and immediate responsibility. Our main focus is the support ticket queue, but you will also be responsible for leading individual projects/initiatives outside of the queue as the need arises.\n\nYou’re comfortable working in a fast-paced remote environment with a small and talented team where you're supported in your efforts to grow professionally. You are able to manage your time well, communicate effectively and collaborate in a fully distributed environment. \n\nYou are someone that has a healthy sense of curiosity and enjoys taking things apart and putting them back together.\n\n**Requirements**\n* Physically based in the ET, CT, or MT time zones.\n* High-level of proficiency in the English language, both written and verbal.\n* Experience working in a remote capacity\n* 2 years experience working in a customer facing role (sales, support, hospitality, etc.).\n\n**Nice to Haves**\n* Direct support experience\n* Technical/coding experience (This includes VoIP, email, network management, APIs, etc).\n* Deep knowledge of SaaS + CRM landscape (Experienced user of other sales platforms, or programs frequently integrated with Close)\n\n**Responsibilities**\n* Respond to customer support tickets and take support calls during ET/CT/MT business hours.\n* Escalating issues to senior support staff and engineering as needed\n* Fraud prevention/detection\n* Billing reconciliation \n* Writing bug reports\n* Coordinating with Success to provide extra support to large customers\n* Maintaining help center documentation and creating content for new/updated features\n\n**Tools We Use**\n* Help Scout\n* Sift\n* Stripe\n* Twilio\n* Plivo\n* Guru\n* Asana\n\n**Why Work With Us?**\n* [Culture video](https://www.youtube.com/watch?v=ZbyGnLhtj0o&feature=youtu.be) 💚\n* 100% remote company (we believe in trust and autonomy)\n* Choose between working 5 days/wk (standard full-time) or 4 days/wk @ 80% pay\n* [Annual team retreats](https://www.youtube.com/watch?v=gKjyXMz-q-Q&feature=youtu.be) ✈️\n* Quarterly virtual summits\n* 5 weeks PTO + Winter Holiday Break\n* 2 additional PTO days every year with the company\n* 1 month paid sabbatical every 5 years\n* Co-working stipend\n* Revenue Share (after 1 year)\n* Paid parental leave\n* Medical, Dental, Vision with HSA option (US residents)\n* 401k matching at 6% (US residents)\n* Dependent care FSA (US residents)\n* Contributor to [Stripe's climate](https://stripe.com/climate) initiative 🌍❤️ \n* [Our story and team](https://close.com/about/) 🚀\n\nAt Close, everyone has a voice. We encourage transparency and practice a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our business - we believe you bring your best to work when you practice self-care (whatever that looks like for you). \n\nWe come from 16 countries located in 5 of the 7 continents. We’re a collection of talented humans rich in diverse backgrounds, lifestyles, and cultures. Every year we meet up somewhere around the world to spend time with one another. These gatherings are an opportunity to strengthen the social fiber of our global community.\n\nOur team is growing in more ways than one - we’ve recently launched 17 babies (and counting!). Unanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our people and help our customers become more successful.\n\nInterested in [Close](https://close.com/) but don't think this role is the best fit for you? View our [other positions](https://jobs.lever.co/close.io/). \n\nPlease mention the word **PROGRESS** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Location\nNorth America

**About Us**\n\nAt [Close](https://close.com/), we’re building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry in sales automation—helping companies to close more deals, faster than ever. Since our founding in 2013, we've grown to become a profitable, 100% globally distributed ~55 person team that is dedicated to building a product our customers love.\n\nWe are hiring a Customer Support Executive to help us provide an excellent service experience to our customers. Join a team that has been working remotely for 6+ years. \n\n**About You**\n\nYou will be reporting to the Manager of Customer Support, [Joseph Sterner](https://www.linkedin.com/in/jrsterner/). \n\nAs a Customer Support Executive, you would be responsible for handling general support emails sent during Western/Central European business hours (BST/CEST).\n\nThis role requires a high level of independence and immediate responsibility. Our main focus is the support ticket queue, but you will also be responsible for leading individual projects/initiatives outside of the queue as the need arises.\n\nYou’re comfortable working in a fast-paced remote environment with a small and talented team where you're supported in your efforts to grow professionally. You are able to manage your time well, communicate effectively and collaborate in a fully distributed environment. \n\nYou are someone that has a healthy sense of curiosity and enjoys taking things apart and putting them back together.\n\n**Requirements**\n* Physically based in a Western or Central Europe time zone, with a strong preference for (BST/CEST)\n* High-level of proficiency in the English language, both written and verbal.\n* Experience working in a remote capacity\n* 2 years experience working in a customer facing role (sales, support, hospitality, etc.).\n\n**Nice to Haves**\n* Direct support experience\n* Technical/coding experience (This includes VoIP, email, network management, APIs, etc).\n* Deep knowledge of SaaS + CRM landscape (Experienced user of other sales platforms, or programs frequently integrated with Close)\n\n**Responsibilities**\n* Respond to customer support tickets and take support calls during Western/Central European business hours (BST/CEST).\n* Escalating issues to senior support staff and engineering as needed\n* Fraud prevention/detection\n* Billing reconciliation \n* Writing bug reports\n* Coordinating with Success to provide extra support to large customers\n* Maintaining help center documentation and creating content for new/updated features\n\n**Tools We Use**\n* Help Scout\n* Sift\n* Stripe\n* Twilio\n* Plivo\n* Guru\n* Asana\n\n**Why Work With Us?**\n* [Culture video](https://www.youtube.com/watch?v=ZbyGnLhtj0o&feature=youtu.be) 💚\n* 100% remote company (we believe in trust and autonomy)\n* Choose between working 5 days/wk (standard full-time) or 4 days/wk @ 80% pay\n* [Annual team retreats](https://www.youtube.com/watch?v=gKjyXMz-q-Q&feature=youtu.be) ✈️\n* Quarterly virtual summits\n* 5 weeks PTO + Winter Holiday Break\n* 2 additional PTO days every year with the company\n* 1 month paid sabbatical every 5 years\n* Co-working stipend\n* Revenue Share (after 1 year)\n* Paid parental leave\n* Medical, Dental, Vision with HSA option (US residents)\n* 401k matching at 6% (US residents)\n* Dependent care FSA (US residents)\n* Contributor to [Stripe's climate](https://stripe.com/climate) initiative 🌍❤️ \n* [Our story and team](https://close.com/about/) 🚀\n\nAt Close, everyone has a voice. We encourage transparency and practice a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our business - we believe you bring your best to work when you practice self-care (whatever that looks like for you). \n\nWe come from 16 countries located in 5 of the 7 continents. We’re a collection of talented humans rich in diverse backgrounds, lifestyles, and cultures. Every year we meet up somewhere around the world to spend time with one another. These gatherings are an opportunity to strengthen the social fiber of our global community.\n\nOur team is growing in more ways than one - we’ve recently launched 17 babies (and counting!). Unanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our people and help our customers become more successful.\n\nInterested in [Close](https://close.com/) but don't think this role is the best fit for you? View our [other positions](https://jobs.lever.co/close.io/). \n\nPlease mention the word **AWSOME** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Location\nEurope

\nCustomer Success Engineer - Cloud Specialist\nRemote position, but candidates in Eastern, Central, and Mountain Time Zones preferred.\nThreatWarrior is seeking a Customer Success Engineer (CSE) who will help us build upon, implement, and support our growing base of customers. This is a key customer focused role, one that requires working closely with our customers, partners, sales, and engineering teams. We are looking for someone who can hit the ground running in a fast-paced and quickly growing environment. \nYour network and cybersecurity knowledge will be invaluable, becoming the customer's trusted advisor regarding ThreatWarrior on their network, for both pre-sale and post-sale deployments. During the pre-sale cycle, you will architect and deliver Proof of Values (POVs). After the sale, you will architect full deployments and ensure successful deployment and customer success.\nUsing knowledge of the customer and your expertise in ThreatWarrior and cybersecurity, you will drive ongoing adoption of ThreatWarrior while following industry best practices to ensure customers understand and maximize value from their investment. \nThis role requires interaction with enterprises at the senior level (CISO), as well as with their technical IT and Security teams. \nThe candidate will work effectively in cross-functional teams and be committed to advancing a culture of innovation, commitment to customer success, and fun.\nThis role requires patience and discipline with the ability to react quickly and calmly. You will be responsible for ensuring that the customer experience remains positive throughout the lifecycle of their support interactions.\nCandidates must be comfortable in a start-up environment, must be self starters, strategic and result-driven, with a proven track record of driving customer success. \nDue to potential Federal contract requirements, applicants must be US citizens.\nTravel Requirements: Up to 25%\nYour Day to Day Responsibilities: \n* Be the trusted adviser and technical authority to the customer for solution architecture and integration decisions.\n* Respond to customer questions and queries, escalating if you are unable to resolve.\n* Share the latest ThreatWarrior innovations and drive further use and adoption of the platform.\n* Provide feedback to R&D teams on functionality that would benefit customers.\n* Present, discuss, and demonstrate ThreatWarrior capabilities to IT leaders and information security professionals as required.\n* Strengthen the customer bond through meaningful and informative conversations.\n* Be able to remain calm while multitasking and working under pressure in a fast-paced environment.\n* Collaborate with your colleagues on investigations and escalations.\n* Develop customer-facing content (e.g. knowledge-base, how-to guides).\n* Engage with Engineering teams to provide prompt and high-quality workarounds and solutions.\n* Review user-configured system changes for security implications and recommend improvements.\n* Become a product expert in ThreatWarrior.\n* Be accountable for the delivery of Proof of Value implementations from end to end and for driving customer engagement.\n* Be available for limited on-call/out-of-hours support for weekends/national holidays.\n* Execute established Customer Success programs consistently and accurately.\n* Provide exceptional product support for all ThreatWarrior's customers and field teams.\n* Proactively identify new issues and drive their resolution.\n* Identify, qualify, and document product, hardware, software, and process improvements. \n\n\nWhat You Bring to the Team:\n* Have experience and proven ability to effectively work autonomously and as a part of a wider team in an innovative and fast-paced environment whilst delivering to deadlines.\n* Manage multiple modes of customer communication (email, web, phone, and chat).\n* Have excellent attention to detail, with experience in customer-facing positions; showcase excellent communication skills, both verbal and written.\n* Present highly technical information to non-technical audiences.\n* Show enthusiasm for innovation, experimentation and self-development.\n* Demonstrate strong analytical and problem-solving skills.\n* Act as a good team player: self-confident, motivated, and independent, with tenacity and drive.\n* Provide expertise and troubleshooting relating to network traffic (TCP/IP / UDP) along with a core understanding of networking principles and application protocols.\n* Adapt to the demands of large enterprise clients, including hardened security requirements.\n* Understand current security technologies and risks, including experience with security appliances and security software.\n* Understand virtual environments (VMWare, CSPs, and Containerization).\n* Diagnose customer issues, including lab reproduction if necessary.\n* Have expertise in Linux-based systems, their management, operation, and application stacks.\n* Understand common cyber security vulnerabilities and exploitation techniques.\n* Deep Experience with cloud technologies such as AWS, GCP, and Azure.\n* Experience with scripting languages and automation for cloud environments and marketplaces like Terraform, AWS CloudFormation, and GCP Deployment Manager.\n* Deep knowledge of Cloud (AWS, GCP, and Azure) networking and security concepts\n* Familiar with cloud traffic mirroring.\n* Excellent understanding of TCP/IP network protocol suite including packet capture analysis.\n* Excellent understanding of IAM, including cloud accounts, services, roles, and permissions.\n* Perform other duties as assigned.\n\n\nYou are Flexible and Ready for Anything\n* The cybersecurity industry is rapidly changing and we build products that evolve to protect our customers from the latest threats. We pride ourselves on being one step ahead of attackers and preparing for what's to come. \n* You are comfortable in a start-up environment, a self-starter, and possess the fundamentals required to contribute to the role defined above. \n\n\nPlus/Desired:\n* Experience in data interchange between dissimilar systems.\n* Experience with scripting languages such as Python, JavaScript, and BASH.\n* Experience with support and incident response procedures and practices.\n* Cybersecurity certification.\n\n\nHow to Apply:\nThank you for including us in your job search. Please submit your resume and a cover letter to let us know why you feel we are a good match. All applications are reviewed quickly because we respect your time. Please make note that due to potential Federal contract requirements, applicants must be US citizens.\nAbout ThreatWarrior:\nThreatWarrior is a leader in cloud-native network detection and response, helping organizations see, learn about, and act to stop cyber threats before they cause damage. The cyber defense platform delivers true signal through the noise to eliminate alert fatigue and keep analysts focused on critical threats. ThreatWarrior escalates the most serious threats to the people who need to see them, filters out low-value events from being a distraction, and helps cybersecurity professionals prioritize their work with far greater efficiency. \nThreatWarrior combines unsupervised neural networks, continuous deep packet inspection, complete network visibility, and behavioral anomaly detection in a single platform. Leading organizations use ThreatWarrior to defend against APTs, zero-day exploits, digital supply chain attacks and more across on-premises, cloud, and hybrid infrastructures. \n\nWhat We Provide:\n* Competitive compensation structure - We believe in above-average salaries for our above-average team members.\n* Generous time off - Our team enjoys unlimited vacation, plus paid holidays and maternity/paternity leave for new parents.\n* Healthcare - We have you covered. Health, vision, dental and life plans, for you and your family.\n* Grow with us - We offer our team every chance to learn and grow their skills while helping shape the future of our company.\n\n\nEveryone is welcome here.\nWe are committed to creating an inclusive environment where all team members feel welcomed, seen and heard.\nWe celebrate each ThreatWarrior's individuality. Regardless of your race, age, religion, national origin, sexual orientation, or gender identity, ThreatWarrior is proud to be an equal opportunity workplace.\n\n\n \n\n \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Engineer, Customer Support, React, Cloud and Senior jobs that are similar:\n\n $60,000 — $120,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n

***Learn more about the Customer Success Associate role in [in this video](https://www.youtube.com/watch?v=dTtBd5Wouv0), featuring Liz our Director of Customer Success.*\n**\n\n**About Us**\n\nAt [Close](https://close.com), we're building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry toward eliminating manual processes and helping companies to close more deals (faster). Since our founding in 2013, we've grown to become a profitable, 100% globally distributed team of ~43 high-performing, happy people that are dedicated to building a product our customers love. \n\nWe are growing our Success Team of 4 in order to work with more customers, specifically to help with new customer onboarding and identifying high-growth customers. \n\n**About You**\n\nYou have at least one year of experience with B2B SaaS in a customer success role. Preference given to candidates with either 1) frontline sales experience of minimum one year that you can rely on to act as a trusted sales advisor for our customers or 2) experience working for a CRM platform or a sales enablement tool.\n\nYou have excellent written and verbal communication skills and are comfortable working independently in a fast-paced environment. You are someone with high emotional intelligence, having the ability to understand and empathize with the needs of others. You have a [friendly, but strong demeanor.](https://thestartupchat.com/ep050/)\n\nYou must be located in North America and available to work normal U.S. business hours. You should have experience working in a startup environment and as a remote worker. \n\n**About the Role**\n\nThe newest member of the Customer Success team will work closely with customers who have potential for high growth, ensuring they have the tools and knowledge to be successful in Close and in sales. This role will work the majority of time in a 1:1 capacity with individual customers, but will also contribute to the team’s digital engagement strategy. \n\n**Key Responsibilities**\n\n* Onboard new customers with an emphasis on creating a solid sales process. Onboarding and follow-up training includes opinionated sales process advice, sales education, and teaching the Close sales philosophy. \n* Work with existing customers to increase the value they receive from our service and identify those customers who are rapidly growing and who may need extra love. \n* Collaborate with other Success team members and teams at large (Sales, Support, Partnerships, Marketing, Product) to deploy resources for customers and gather information for company insight as needed. \n* Host roundtables, webinars and other types of virtual events to boost information and resources for the Close community. \n* Assist on virtual engagement strategy by creating /contributing to written and video content on platform best practices and Close sales philosophy.\n* The team members you'll be working most directly with are [Liz Stephany](https://www.linkedin.com/in/lizstephany/), [Matt Bonde](https://www.linkedin.com/in/matt-bonde/), [Andrea Lucke](https://www.linkedin.com/in/andrealucke/), and [Lydhia-Marie Bolduc-Gosselin](https://ca.linkedin.com/in/lydhiamarie).\n\n**Why work with us?**\n\n* [Culture video](https://www.youtube.com/watch?v=ZbyGnLhtj0o&feature=youtu.be) 💚\n* [Our story and team](https://close.io/about/) 🚀\n* 100% remote-first company (we believe in trust and autonomy)\n* 2 x annual team retreats ✈️ ([Lisbon Retreat Video](https://www.youtube.com/watch?v=gKjyXMz-q-Q&feature=youtu.be)) - when travel is appropriate\n* 4 x quarterly virtual summits\n* 7 weeks PTO (includes company-wide winter holiday break)\n* 2 additional PTO days every year with the company\n* 1 month paid sabbatical every 5 years\n* $200/month co-working stipend\n* Revenue Share (after 1 year) \n* Paid parental leave (10 wks primary caregiver / 4 wks secondary caregiver)\n* 99% premiums paid for excellent medical and dental coverage, including an HSA option (US residents)\n* 401k matching at 6% (US residents)\n* Dependent care FSA (US residents)\n\n\nAt [Close](https://close.com), everyone has a voice. We encourage transparency and practicing a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our organization - we believe you bring your best to work when you practice self care (whatever that looks like for you). \n \nWe come from 12 countries and 16 states; a collection of talented humans rich in diverse backgrounds, lifestyles and cultures. Twice a year we meet up somewhere around the world to spend time with one another. We see these retreats as an opportunity to strengthen the social fiber of our community. This team is growing in more ways than one - we’ve recently launched 11 babies (and counting!).\n \nUnanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our organization. At Close, we have a high care factor for one another, in making an awesome product and championing the success of our customers. \n \n*Interested in Close but don't think this role is the best fit for you? View our [other positions.](https://jobs.lever.co/close.io/)* \n\nPlease mention the words **RISK STILL ABLE** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n
\n\n#Benefits\n 🌎 Distributed team\n\n
\n\n#Location\nUnited States

**Full-Time Role, remote\nMonday - Friday 7am - 3pm GMT/BST\nTiming will vary depending on daylight savings changes (an hour either side)\nUK resident for tax purposes**\n\n### About Paperform\nPaperform is a SaaS company that provides tools to help people and businesses easily create beautiful online forms with no-code required (check out paperform.co). Our aim is to democratize digital creation. Paperform launched in late 2016, and now has thousands of customers from across the globe. We’re a small, agile team, and we’re growing fast!\n\n### Working for us\nAlthough our main office is based in Sydney, Australia, we have a remote global Team. To work for us you need a stable internet connection, a passion for getting stuff done, outstanding communication skills, to be Paperform-product obsessed, autonomous, and absolutely love figuring out Excel-style calculations.\n\nWe have a few core values and expectations: empathy and kindness, that you come to know the product inside-out, that you love creative solutions, that you be detail-oriented, that you work autonomously, and that you are candid. We like to spend a minimal amount of time in meetings and execute tasks and strategies at a fast pace.\n\nOur mission as a Customer Success Team is to be Product experts and educators. Our Customer Success Team doesn’t just provide answers, they find the best solution for each user or lead's use-case and show them how they can implement it. Get ready to hear lots of praise for your nerd skills from everyday people looking to implement functionality and flows.\n\n## What we're offering:\n* £30,000 per annum salary.\n* Employer Pension contributions at 9%.\n* Work from your home. We’re a global team and we’re remote-first. We’ll also provide a monthly stipend to cover off desk hire in a space of your choice if you prefer not to work from home.\n* 6 weeks paid leave (annual and sick). Family and your health come first, and we encourage our Team to take regular breaks.\n* Paid parental leave.\n* We want to ensure you have all the equipment needed to do your job well. We’ll provide you with the tech, software, and professional development costs you need.\n* We cover all costs of company travel, including our retreat which is in Sydney, Australia.\n* We give you the opportunity to work alongside everyday folks who need help getting across the latest tech - our work is meaningful and rewarding.\n* We give each of our Customer Success Team “project time” to work on projects related to your role.\n* We are extremely transparent about how we run Paperform as a bootstrapped SaaS company - we meet a few times a month to go over how the business is doing and share what we’re learning with the entire Team.\n\n## The role\nWe are looking for a full-time Customer Success Specialist on a European timeline. **The applicant must be a UK resident for tax purposes, but you’ll be working remotely.**\n\nWe’re after someone who will be like a dog with a bone when it comes to troubleshooting, who is passionate about knowing every facet of our Product, and gets a huge kick out of working with Excel-style calculations (check out our “Calculation” feature for context!). This is a super nerdy role. Above all, we want a candidate who is able to build a rapport with our user base and carries on our solid reputation for excellent customer support. Day to day, you’ll be supporting our users, and also working on account subscription and billing inquiries, improving and creating educational resources, and working closely with our Product Team.\n\nThere will be opportunities to learn and grow with the company as you work closely with our Customer Success Lead, as well as the Cofounders as we continue to scale Paperform. We’ll help you to achieve your goals by supporting you, and welcome innovative ideas you bring to the table.\n\nAn ideal candidate will be self-motivated, take initiative and ownership of their responsibilities, and be extremely competent in solving problems without needing to be micromanaged. Working as part of a remote team you will be expected to be able to communicate clearly with the team over a variety of different mediums (video calls, Asana, Slack etc.), be comfortable with raising issues or questions along the way, and providing insights.\n\n### Responsibilities\n* Conducting live chats with users and leads: answering and troubleshooting, nerdy problem-solving, assigning/escalating tickets, and being the face of Paperform.\n* Handle customer billing inquiries via internal systems and Stripe: refunds, queries, review fraudulent payments, and chargeback claims.\n* Reviewing, editing, and creating resources (help docs, templates etc.).\n* Reporting on customer feedback, feature requests, and anything else support-related.\n* You’ll have a chance to work closely with Tech/product.\n\n### Important Skills\nWe are looking for an enthusiastic and quick learner who is ready to jump into a customer support and content role. The most important skills for this job are:\n* Tech Skills:\n* Excellent at troubleshooting and resolving complex problems, especially with Excel-style calculations.\n* Sound knowledge of HTML and CSS.\n* Experience using billing and payment software such as Stripe is preferred.\n* Basic understanding of support apps, like Intercom.\n* Ability to get in touch with Google Drive, Notion, Slack, Asana.\n* Programming skills will give you an edge for this role, and also open the potential for you to work with Product. This is a very nerdy role.\n* Communications: you’ve got to be able to communicate complex concepts in simple terms and to quickly build a rapport with customers.\n* Self Starter / Self-learner: take ownership of their role, and drive it to completion with minimal supervision.\n* Team Player: while being self-motivated, illustrate the ability to collaborate with multiple stakeholders and work efficiently in a team.\n* Adaptable to Change: Possess the ability to adapt quickly to new circumstances and situations.\n\n### You’re a good fit if you:\n* Love tech and pick up new products quickly.\n* Can’t sleep if you know there’s a better way of doing something, or a way to solve a problem.\n* Try everything in your power to solve an issue before assigning a ticket to someone else.\n* Communicate well through tools like Slack, Asana, email, and video conferencing tools.\n* Enjoy moving super fast on tasks, and loath death by meetings.\n* Take ownership of your work, and can manage projects and work to deadlines.\n* Have a high level of spoken English.\n* Have strong attention to detail and can spot a typo from a mile away.\n \n\nPlease mention the words **CRUEL PARROT TONE** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n $40,000 — $40,000/year\n \n\n#Location\nUnited Kingdom

We’re are looking for a **remote customer support manager** to take charge of customer support (emails, tickets, phone calls), onboarding processes, and documentation during UK business hours.\n\n\n**Smarcomms** is a social media management company providing small business owners with 'done for you' social media content and real organic growth for one low monthly fee. We’re a small and highly effective remote team of mainly independent contractors – you’ll work independently from wherever you want.\n\n\n# Benefits of this role:\n\nHere’s why this is an awesome job.\n\n* This is a role where you will have a direct impact on our customers experience and how much they get out of our service. Our customers require in-depth replies that go the extra mile to solve their issues, not rushed answers with no thought.\n* You'll work remotely. Work from anywhere and enjoy the benefits of setting your own schedule – whether you want to work from paradise in Bali (like the Founder) or from a cafe up on the slopes in Whistler, enjoy the freedom of working where you want.\n* You'll work 20+ hours per week starting out. \n* This is an entry level position, perfect for someone young, hungry and social media savvy.\n* You'll get paid $10.00-15.00/hour.\n\n# The ideal candidate:\n\nWe’re open to hiring people with different backgrounds, experiences, and skills. If you enjoy customer service, have a strong understanding of social media and are fairly tech savvy then you are likely to be a good fit.\n\nThere are some attributes that are guaranteed to make you awesome at this:\n\n\n* Empathy: sometimes clients get frustrated and it’s our job to understand and find a solution. \n* You’re a self starter, you like to set your own direction and run with it. You don’t need constant check-ins to get things done.\n* You’re good at expressing ideas in clear and concise writing. The tone of our company is very personal, being able to write simply is a must.\n* You are tech savvy. You’re able to quickly learn new software and figure out problems as they arise.\n* You’re reliable. This is a remote position and nobody is going to look over your shoulder. Show up when you say you will, do what you say you’ll do.\n* Finally, you’re proactive about moving the company forward. When you notice areas for improvement you take the initiative to create change.\n\n \n\nPlease mention the words **SNAKE WARFARE IMPULSE** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n $10,000 — $20,000/year\n \n\n#Location\nUnited Kingdom

The next 10 years will be dominated by community-led companies. But, creating a successful community is often difficult and time consuming. Commsor helps companies and teams build better and stronger communities. Our business encompasses our community operating system software (Commsor), our beloved community program (The Community Club), and now C School, our growing umbrella of educational offerings for community managers.\n\nWe're a small and fully distributed team, currently spanning California to Poland, and we take pride in our ability to function as an effective remote-first organization.\n\nWe offer market-rate salaries, a home office stipend, unlimited vacation (mandatory 3 weeks per year), health insurance, as many books as you could ever hope to read, and a tight-knit group of people passionate about creating for the future of community.\n\n##The Role\n\n**Whereabouts**: Fully-remote\n\n**Salary**: $60-70k/annually\n\n**Reporting to**: [Katelyn Gillum, Community Success Manager](https://www.linkedin.com/in/katelynrgillum/)\n\nAs the first Customer Support Manager at Commsor, you'll be one of the founding members of the Support team and will help Commsor build the framework, systems, and processes for how we provide high quality support to our customers.\n\nAs our customer community grows, we're looking for someone with a passion for both community and customer support to join our team. As a founding member of the Support team, you'll get the chance to build the structure and processes for how we support our customers from the ground up. Because you will be building this function from scratch, this role will have elements of operations, project management, and relationship building.\n\n##What you'll do at Commsor\n\n- Understand and resolve customer support issues while identifying root cause to improve the overall customer experience (and eventually lead a team of internal employees who will do the same)\n- Enhance customer satisfaction by working with teams across the company to continuously improve processes for case management, escalations, and communication\n- Monitor ticket flows and support quality across channels to improve efficiency and member interactions\n- Work closely with the engineering team and other business partners to ensure that we are helping to troubleshoot customer issues and work with teams to resolve them\n- Work with our support tech stack - including HelpDocs and our automated chat bot - to better manage support requests and understand trends behind the requests\n- Create a ‘customer experience feedback loop’, leveraging customer feedback and other data points to better understand key customer journeys and the customer experience along those journeys\n- Create support articles and video walkthroughs of the product to enable customers to learn about product capabilities\n- Continuously advocate for the customer and help to co-create an insights driven customer-centric culture at Commsor\n\n##Here's what we're looking for\n\n📈 Data-augmented\n\nThe ideal candidate for this role will use data to help inform their decisions and escalate customer feedback, while also understanding ways to uncover customer behavior and action drivers to other teams within Commsor.\n\n✨ Highly organized with an attention to detail\n\nBecause this is a role that blends operational and people-facing tasks, the most successful candidates need to have an above-average ability to shift between workflows seamlessly. They'll be strategic about what to prioritize and what to ignore. The best candidate is highly organized and proactive with a strong attention to detail and ability to lead projects in a fast paced environment.\n\n💬 Clear communicator with experience in cross-collaboration\n\nThe ideal candidate for this role will have the ability to distill complex issues into digestible summaries with clear direction on actions to be taken. In addition, being able to understand the role of customer support in gathering feedback on the customer experience and retaining users will be critical to this person's success in the role.\n\n✏️Technical writing\n\nWhile the ideal candidate isn't expected to be a technical content expert, they should have some experience in writing or maintaining a Knowledge Base.\n\n🖼️ Big picture, growth-oriented\n\nAs an early hire in a growing company, the best-fit candidates will have an interest in taking a holistic view of the Community Success team to help our customers grow and aren't afraid to take on tasks outside of the scope of the role.\n\n###What's required\n\nThis is a unique role that's all about supporting a critical function at Commsor—we're more interested in hiring candidates who can express how the skills they've learned transfer to this role than hiring for any particular job title in your history. We are open to various levels of experience and are willing to train the right person. That said, you'll stand out if you have background in:\n\n- 3+ years experience in a customer facing support function\n- An understanding of the concepts of user segmentation, personas, customer journeys, and lifetime value\n- Strong knowledge and experience with voice-of-the-customer tools\n- Prior experience managing direct reports and support teams\n\n###Bonus points\n\n- Prior experience in community (as a community manager or an active participant)\n- Prior experience in building peer-to-peer support programs\n- Comfortable working remotely\n\n\n*We’re committed to building a culturally diverse team and strongly encourage you to apply regardless of your location, background, race, gender, sexual orientation or any other personally defining attribute. We encourage every person who is interested to apply. We’re imperfect communicators, so think of our job postings as the starting point for discussion rather than proof that you shouldn’t apply. Take the leap - you never know, you might just be the perfect person for one of our open roles, even if you don’t match 100% of the job description.* \n\nPlease mention the words **CHEF LOOP METAL** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n $60,000 — $70,000/year\n
\n\n#Benefits\n 🏖 Unlimited vacation\n\n🌎 Distributed team\n\n
\n\n#Location\nWorldwide

You’ll spend most of your day providing fast and painless customer support via email—this is your core responsibility. You’ll also help out with live chat, create a lot of documentation, and hop on impromptu calls with customers when needed. You’ll become an expert in all areas of Ghost.\n\nWe won’t overburden you with quotas, empty policies, or unnecessary procedures. Doing what’s in the best interest of our customers is at the heart of what we do. We’ll give you plenty of support to simply do what’s right, no questions asked.\n\nOur ideal hire is motivated by what we’re doing as a company, believes in the value of quality technical support, and is eager to contribute to the success of our customers. As someone who is first in line to help, your understanding of the product and our customers will be incredibly valuable for the business. \n\n### Details\nThis is a full-time, remote position.\nThis job is Monday-Friday, 9am-5pm in your timezone. For this role, we’re looking for people based in Europe (UTC +0 to UTC +2) and within timezones in the Americas (from UTC-10 to UTC-3).\nWe're seeking fluent English speakers/writers.\n\n### About you\n- You have at least two years of experience working in customer support for a SaaS product, and you are comfortable working remotely.\n- You're an aspiring generalist, but you're more technical than the typical customer support professional. You are well-versed in HTML/CSS, DNS settings, and you've got a good understanding of content management systems. Maybe you can code, maybe you're excellent at QA, or maybe you're good at solving tricky problems. You have a wide skillset that would allow you to get up-to-speed quickly.\n- You’re an incredible communicator and a great writer. You can take complex subjects and break them down using clear and simple writing. As a remote team, your communication skills are critical to your success.\n- You are organized and self-sufficient. You thrive in an environment where you can do great work independently. You’re someone who enjoys working autonomously and you don’t need much oversight to get things done.\n- You care deeply about doing good work. You take initiative and ownership to see things through to completion—if it needs doing, you do it. \n- When you don’t know something, you try to figure it out. You ask good questions, and you embrace the chance to grow and get better. You are a resourceful problem-solver, with a strong desire to learn. \n- This job is not a stepping stone to another role at Ghost. You’re passionate about support and the important role it plays in a company, and you're excited to continue to sharpen your skills in a customer-facing position.\n\n### Day-to-day you will\n- Help existing customers with a broad range of questions about our product—from updating invoices to installing themes, right down to troubleshooting DNS issues.\n- Chat with potential customers to help them figure out if Ghost will be a good fit.\n- Teach customers how to build, launch, and sustain a Ghost-powered membership site.\n- Collaborate directly with Engineering to solve a tough technical problem for a customer.\n- Provide relevant and timely product feedback to other teams within Ghost.\n- Work with Product and Marketing to review, test, and help ship new features.\n- Help develop and refine support process to make sure we’re always improving. \n\nPlease mention the words **ATTEND DESK MANDATE** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n $40,000 — $80,000/year\n \n\n#Location\nWorldwide

This role is about supporting our most important customers and helping them successfully use and build publications with Ghost. This involves some simple things like getting to grips with product features, and many more advanced/technical challenges like configuring DNS, developing custom themes, dealing with imported/migrated data sets, recommending best practices for building subscription businesses, and integrating with 3rd party platforms.\n\nHere are 3 big projects that our customer support team helped to migrate, manage, and build on top of Ghost:\n\n- **Buffer.com** - Tens of thousands of posts across from 3 different WordPress installs, with millions of visitors every month.\n- **Unsplash.com** - A custom migration from an old Medium publication, to give a new home to the world's most beautiful free photography\n- **TheBrowser.com** - One of the largest premium publications out there, who migrated from Substack with tens of thousands of paying subscribers.\n\nSupport engineering work at Ghost tends to involve deep technical knowledge paired with curiosity about the latest and greatest movements in web development trends to help guide customers toward creating successful businesses.\n\nSince we introduced Ghost 4.0 in March 2021, our total number of customers has just about doubled. We've never had more interest and more people who are excited about setting up new sites. It's a really exciting time for everyone here, and our team is growing quickly to keep up with the demand.\n\nThat's where you come in!\n\nWe're looking for web based engineers who thrive working across lots of different areas and pulling together technical solutions. Customer support engineering at Ghost involves work with HTML, CSS, dynamic templates, scripts, CLI tools, CSV files, DNS configuration, redirects, meta data and a lot of trial+error.\n\nThis role would be really well suited to web developers who have delivered client or customer projects using content management systems before, and understand a lot of the nuance behind what it takes to build and launch those types of websites.\n\nAs well as working directly with customers who get in touch with us, there's lots of opportunity to help craft better tooling, documentation and features across the whole company - so that all our users have a better experience with Ghost. \n\nPlease mention the words **VOCAL POET SERIES** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n $40,000 — $80,000/year\n \n\n#Location\nWorldwide

**About Us**\n\nAt [Close](https://close.com/), we're building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry toward eliminating manual processes and helping companies to close more deals - faster. \n\nSince our founding in 2013, we've grown to become a profitable, 100% globally distributed team of ~45 high-performing, happy people that are dedicated to building a product our customers love.\n\nWe are hiring Customer Support to help us provide an excellent service experience to our customers. Join a team that has been working remotely for 6+ years. \n\n**About the Role**\n\nIn this Customer Support role, you will be responsible for handling support inquiries during US business hours. You will be reporting to the Manager of Customer Support ([Joseph Sterner](https://www.linkedin.com/in/jrsterner/)). Our "support stack" includes Help Scout, Sift, Stripe, Twilio, Plivo, Guru and Asana. \n\nThis role requires a high level of independence and immediate responsibility. Our main focus is the support ticket queue, however you will also be responsible for leading individual projects/initiatives outside of the queue as the need arises.\n\nYou’re comfortable working in a fast-paced remote environment with a small and talented team where you're supported in your efforts to grow professionally. You are able to manage your time well, communicate effectively and collaborate in a fully distributed environment. \n\nYou are someone that has a healthy sense of curiosity who enjoys taking things apart and putting them back together.\n\n**Requirements**\n* 2 years direct support experience working in a SaaS environment \n* Physically based in the CT or MT time zones\n* High-level of proficiency in the English language, both written and verbal\n* Experience working in a remote capacity\n\n**Nice to haves**\n* Technical/coding experience (This includes VoIP, email, network management, APIs, etc)\n* Deep knowledge of SaaS + CRM landscape *(Experienced user of other sales platforms, or programs frequently integrated with Close)*\n\n**Key Responsibilities**\n* Respond to customer support tickets and take support calls during CT/MT business hours\n* Escalating issues to senior support staff and engineering as needed\n* Fraud prevention/detection\n* Billing reconciliation \n* Writing bug reports\n* Coordinating with Success to provide extra support to large customers\n* Maintaining help center documentation and creating content for new/updated features\n\n**Why work with us?**\n* [Culture video](https://www.youtube.com/watch?v=ZbyGnLhtj0o) 💚\n* [Our story and team](https://close.com/about/) 🚀\n* 100% remote-first company (we believe in trust and autonomy)\n* 2 x annual team retreats ✈️ ([Lisbon Retreat Video](https://www.youtube.com/watch?v=gKjyXMz-q-Q)) - when travel is appropriate\n* 4 x quarterly virtual summits\n* 7 weeks PTO (includes company-wide winter holiday break)\n* 2 additional PTO days every year with the company\n* 1 month paid sabbatical every 5 years\n* $200/month co-working stipend\n* Revenue Share (after 1 year) \n* Paid parental leave (10 wks primary caregiver / 4 wks secondary caregiver)\n* 99% premiums paid for excellent medical and dental coverage, including an HSA option (US residents)\n* 401k matching at 6% (US residents)\n* Dependent care FSA (US residents)\n\nAt Close, everyone has a voice. We encourage transparency and practicing a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our organization - we believe you bring your best to work when you practice self care (whatever that looks like for you). \n\nWe come from 12 countries and 16 states; a collection of talented humans rich in diverse backgrounds, lifestyles and cultures. Twice a year we meet up somewhere around the world to spend time with one another. We see these retreats as an opportunity to strengthen the social fiber of our community. This team is growing in more ways than one - we’ve recently launched 11 babies (and counting!). \n\nUnanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our organization. At Close, we have a high care factor for one another, in making an awesome product and championing the success of our customers. \n\n*Interested in [Close](https://close.com/) but don't think this role is the best fit for you? View our [other positions](https://jobs.lever.co/close.io/)* \n\nPlease mention the words **MOUNTAIN ABLE DISEASE** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n
\n\n#Benefits\n 🌎 Distributed team\n\n
\n\n#Location\nUnited States

#### We are looking for a full-time Customer Success Specialist on a US timeline, based in California (must be a Californian resident for tax purposes) to work from 7am to 3pm Friday to Tuesday. \n\nWe’re after someone who will be like a dog with a bone when it comes to troubleshooting, who is passionate about knowing every facet of Paperform's Product, and gets a huge kick out of working with Excel-style calculations (check out our “Calculation” feature for context!). This is a super nerdy role. Above all, we need a candidate who is able to build a rapport with our user-base and carries on our solid reputation for excellent customer support.\n\nDay to day, you’ll be supporting our users, improving and creating educational resources, working closely with our Product and Growth Teams, and contributing ideas to innovate our approach to support. \n\nThere will be significant ongoing opportunities to learn and grow with the company as you work closely with our Customer Success Lead, as well as the Cofounders as we continue to scale Paperform. This role lends itself to progression into tech and product work. We’ll help you to achieve your goals by supporting you, and welcome innovative ideas you bring to the table.\n\nAn ideal candidate will be self-motivated, take initiative and ownership of their responsibilities, and be extremely competent in solving problems without needing to be micromanaged. Working as part of a remote team you will be expected to be able to communicate clearly with the team over a variety of different mediums (video calls, Asana, Slack etc.), be comfortable with raising issues or questions along the way, and providing insights. \n\n\n### Responsibilities:\n* Conducting live chats with users and leads: answering and troubleshooting, assigning/escalating tickets, and being the face of Paperform.\n* Reviewing, editing, and creating resources (help docs, templates etc.).\n* Reporting on customer feedback, feature requests, and anything else support related.\n* You’ll work on cross-functional projects with Tech/Product, Growth, and Operations. \n\n### Important Skills \nWe are looking for an enthusiastic and quick learner who is ready to jump into a customer support and content role. The most important skills for this job are:\n\n#### Tech Skills: \n* Excellent at troubleshooting and resolving complex problems, especially with Excel-style calculations\n* Sound knowledge of HTML and CSS\n* Basic understanding of support apps, like Intercom, and other tools like Google Drive, Notion, Slack, Asana\n* Programming skills will give you an edge for this role, and also open the potential for you to work with Product. \n#### Other Skills:\n* Communications: you’ve got to be able to communicate complex concepts in simple terms, and to quickly build a rapport with customers. \n* Self Starter / Self learner: take ownership of their role, and drive it to completion with minimal supervision. \n* Team Player: while being self-motivated, illustrate the ability to collaborate with multiple stakeholders and work efficiently in a team. \n* Adaptable to Change: Possess the ability to adapt quickly to new circumstances and situations. \n\n### You’re a good fit if you:\n* Love tech and pick up new products quickly.\n* Can’t sleep if you know there’s a better way of doing something, or a way to solve a problem.\n* Try everything in your power to solve an issue before assigning it to someone else.\n* Communicate well through tools like Slack, Asana, email, and video conferencing tools.\n* Enjoy moving super fast on tasks, and loath death by meetings.\n* Take ownership of your work, and can manage projects and work to deadlines.\n* Have a high level of spoken English.\n* Have strong attention to detail and can spot a typo from a mile away.\n\n### What we offer:\n\n* Work from your home. We’re a global team and we’re remote-first.\n* 4 weeks PTO. Family and your health come first, and we encourage our Team to take regular breaks.\n* Paid parental leave.\n* We want to ensure you have all the equipment needed to do your job well. We’ll provide you with the tech, software, and professional development costs you need. We’ll also provide a monthly stipend to cover off desk hire in a space of your choice.\n* We cover all costs of company travel, including our retreat which is in Sydney, Australia. \n* We give you the opportunity to work alongside everyday folks who need help getting across the latest tech - our work is meaningful and rewarding. \n* We give each of our Customer Success Team “project time” to work on an area of the business they have an interest in, including opportunities to work with Tech on product dev and debugging. \n* We are extremely transparent about how we run Paperform as a successful bootstrapped SaaS company - we meet a few times a month to go over how the business is doing an share what we’re learning with the entire Team.\n\n\n**What happens after you apply?**\n\nWe'll ask you to do a short test as part of your application. If that goes well, we’ll invite you to interview. \n\nWe receive a high volume of applications for every role we post - please be patient as we review and give every candidate the attention they deserve. Unfortunately, we won’t be able to answer every application we receive; if you don’t hear from us within the next 2 weeks, your application has been unsuccessful on this occasion. We encourage you to keep an eye out for upcoming roles in the future. \n\nPlease mention the words **SCRUB CUTE CRATER** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n $40,000 — $60,000/year\n \n\n#Location\nCalifornia

We are seeking a customer-focused, highly energetic, individual to join our team as a Customer Success Manager responsible for onboarding and enabling our large number of clients on to Web and App platforms.\n\nThis role will act as an advisor for our mobile offering + done for you service for customers, and will have a variety of customer facing engagements to help our customers hurdle the challenges preventing them from getting maximum value from the product.\n\nThe ideal fit will be able to think strategically and execute tactically, experienced in leading customer interactions, detail oriented, articulate and credible with the ability to listen effectively and provide clear advice.As part of the Customer Experience delivery, you will require proven customer facing skills within the technical domains of WordPress, training and support.\n\nThis individual will work closely with our customer support teams, product teams and lead training and development.More-so, design and lead 1:1 and group user training sessions to make a direct impact on achieving BuddyBoss’s customer activation and retention targets.\n\nTo that end, the Customer Success Manager must approach the customer experience as an ever-improving initiative.\n\nKey Accountabilities:\n\nTrain and onboard BuddyBoss’s customers to ensure they understand how best to use our products and services effectively to meet their goals.\nLead regular group webinar trainings for our customers with Q&A to address use-case challenges and make relevant recommendations\nLead in creating and curating content such as recorded videos and guides to educate your customers\nMonitor the customer engagements and experience, and intervene with proactive education when customers are not effectively using our products and services to achieve the value they expected\nWork alongside our Marketing Teams, to create test playbooks and new program ideas to drive customer engagement and speed up the delivery process\nAdvocate for the customer; Provide updates to internal cross-functional partners (Product Management, Product Development, Sales) on customer perspectives, risks, strategic insights, issue resolution activities and expansion opportunities\nPossess a strong understanding of BuddyBoss’s products and services, and use the wide variety of use-cases as well as product management best practices; be able to articulate how both align with the customers' strategies and desired business outcomes\n\nKey Skills:\n\nStrong technical knowledge of WordPress with the ability to troubleshoot technical issues.\nMust be able to demonstrate effective oral and written communications skills\nStrong interpersonal and collaboration skills\nExhibits decisive problem solving ability\nAbility to work well within a team setting\nWorking knowledge of product challenges in relation to overall market\nComputer proficiency; solid knowledge of word text programs\nProficiency in conducting live webinars / virtual training sessions with facilitation experience, managing multiple learners, breakout rooms and Q&A sessions\nSkilled in creating / recording tutorial videos with both screen share and camera setup to be able to demo mobile apps\n\nExperience:\n\nAt least 3 years in a customer relationship role; either in Customer Success, Technical Training or Customer Support\nExperience working with SaaS / product management teams strongly preferred\nDemonstrated skills in managing customer relationships for a managed services and / or Technical product offering\nUnderstanding and passion of product management, agile and software development practices a major plus\nA clear and concise communicator, confident and experienced in both 1:1 and group customer presentations\nDemonstrated curiosity that drives you to seek understanding of customer needs and an ability to uncover insights into broader objectives.\nHighly motivated and team oriented\nOrganized with exceptional follow through\nWhen Applying:\n\nPlease include a link to a 90-120 seconds video where you explain why you will be a great fit for this position. Thank you \n\nPlease mention the words **COMMON POSSIBLE PANIC** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n $40,000 — $60,000/year\n \n\n#Location\nWorldwide

### What is Ghost?\nGhost is a full stack web application that's used by millions of creators, startups and businesses to run their independent publications. It's one of the most popular modern open source projects in the world.\nWe're a non-profit, there are no shareholders and no VCs in the background influencing our decisions. Our annual revenue is $3,500,000 and it's generated by the customers who pay us. We have an unlimited runway to keep building the things we want to build and we've been profitable since year 1. We're transparent in both our mission and our metrics. You can read more here.\n### Our mission\nWe believe it should be fast, easy and accessible for anyone to start their own media business. Ghost is a non-profit organisation on a mission to create modern, open source, independent publishing technology to power the future of sustainable online media.\n### What it's like to work at Ghost\nWe're a small, talented team from a wide a variety of backgrounds and experiences. We value differences in our perspectives, and care about working in a way that feels balanced. We care a lot about what we do, but we don't preach or take ourselves too seriously. You can still be ambitious without needing everything to "change the world".\nGhost as been a fully distributed remote team since 2012, with team members located all over the world. We do remote work properly, providing freedom and flexibility enables people to do their best work. We believe deeply in building something lasting, sustainable and positive, and we enjoy having interesting and challenging problems to work on.\n### About the role\nGhost is looking for two Customer Support Representatives to provide world-class support to our customers.\nYou’ll spend most of your day providing fast and painless customer support via email - this is your core responsibility. You’ll also help out with live chat, create a lot of documentation, and hop on impromptu calls with customers when needed. You’ll become an expert in all areas of Ghost.\nWe won’t overburden you with quotas, empty policies, or unnecessary procedures. Doing what’s in the best interest of our customers is at the heart of what we do. We’ll give you plenty of support to simply do what’s right, no questions asked.\nOur ideal hire is motivated by what we’re doing as a company, believes in the value of quality technical support, and is eager to contribute to the success of our customers. As someone who is first in line to help, your understanding of the product and our customers will be incredibly valuable for the business.\n### Details\n- This is a full-time, remote position.\n- This job is Monday-Friday, 9am-5pm in your timezone. For this role, we’re looking for people based in Europe (UTC +0 to UTC +2) and in the US (EST).\n- We're seeking fluent English speakers/writers.\n### About you\n- You have at least 3 years of experience working in customer support for a SaaS product, and you are comfortable working remotely.\n- You're an aspiring generalist, but you're more technical than the typical customer support professional. You are well-versed in HTML/CSS, DNS settings, and you've got a good understanding of content management systems. Maybe you can code, maybe you're excellent at QA, or maybe you're good at solving tricky problems. You have a wide skillset that would allow you to get up-to-speed quickly.\n- You’re an incredible communicator and a great writer. You can take complex subjects and break them down using clear and simple writing. As a remote team, your communication skills are critical to your success.\n- You are organized and self-sufficient. You thrive in an environment where you can do great work independently. You’re someone who enjoys working autonomously and you don’t need much oversight to get things done.\n- You care deeply about doing good work. You take initiative and ownership to see things through to completion—if it needs doing, you do it.\n- When you don’t know something, you try to figure it out. You ask good questions, and you embrace the chance to grow and get better. You are a resourceful problem-solver, with a strong desire to learn.\n- This job is not a stepping stone to another role at Ghost. You’re passionate about support and the important role it plays in a company, and you're excited to continue to sharpen your skills in a customer-facing position.\n### Day-to-day you will\n- Help existing customers with a broad range of questions about our product—from updating invoices to installing themes, right down to troubleshooting DNS issues.\n- Chat with potential customers to help them figure out if Ghost will be a good fit.\n- Teach customers how to build, launch, and sustain a Ghost-powered membership site.\n- Collaborate directly with Engineering to solve a tough technical problem for a customer.\n- Provide relevant and timely product feedback to other teams within Ghost.\n- Work with Product and Marketing to review, test, and help ship new features.\n- Help develop and refine support process to make sure we’re always improving. \n\nPlease mention the words **VINTAGE TUNNEL TOOL** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n $50,000 — $70,000/year\n \n\n#Location\nUS (EST)

Are you looking for an opportunity to be part of a passionate team on a mission, that allows you to work fully remotely, with a clear career trajectory? If so, this might be the position for you. We are ofri and we’re looking for a part-time (60-80% workload), native German Speaker, Customer Support Superstar to join our team.\n\nOfri aspires to be Switzerland’s leading and most used online platform connecting handy workers with the people that need their services.\n\nWe want to be the go-to place for homeowners looking to renovate their homes by creating in-depth content to support them in planning and executing their project, as well as building a submission system for finding and comparing handy workers.\n\nWe aim to serve the members of our platform with incredible support, functionality, and online presence so they can prosper in their own business.\n\nWe are looking for someone who is passionate about customer service, turning a complaint into an outstanding review, and taking the time to give our customers the best possible experience and service. We also want this person to be super organised and interested in developing an overview of the support department’s work so they can be involved in planning and goal setting.\n\nFor the right person, this is a long-term role with a clear career path and progression. We want to find that person who wants to learn and grow with us and take on more responsibility over the coming months and years.\n\n\nResponsibilities & Duties\nThe best candidates will have at least 12 months of call centre experience and 2 years of Customer Support Experience and ideally the following:\nNative German speaker so you can communicate effectively even in difficult situations with our customers.\nExperience working on a Mac\nExperience using Groove Software or similar\nExceptional Computer skills\nA high attention to detail so that new registrations and document verifications do not end in chaos.\nAbility to stay organised \nCritical thinker and problem solver\nA friendly and professional demeanour\nOutstanding communication skills (spoken and written) - empathy, quick thinking, and strong persuasion skills\nAbility to work quickly under pressure\nAbility to give and receive feedback\nAbility to self manage and prioritise workload, remote work requires a high degree of self-motivation and self-management\nProficient in English as this is the company’s operating language.\n\nDuties:\nCommunicate with customers through various channels (e-mail, telephone)\nAdvise and support users in how they can use our platform\nHandle complaints and feedback\nQuality check new handworker registrations\nVerification of documents such as diplomas, business liability insurance, etc.\nMonitoring of user activities via various internal tools (clean up tags, groove folder structure)\nUpdate manuals and documentation\nLeverage and optimise customer support workflows \nCollect and analyze customer feedback for the product team\nManage Social Media Support Requests\n\nWhat We Offer:\nCompetitive Salary\nBonus Scheme\nFlexible working hours – We believe in a good work-life balance\nEquipment – State-of-the-art technical equipment, including laptop\nClear career development pathway and training\nBi-weekly colleague online coffee chats\nFun and friendly work environment where we don’t take ourselves too seriously, like to get to know each other and support each other.\n\n\nWe are a Swiss company, but offering employment through our German branch. \n \n2020 excluded, we organise annual company retreats where we get to meet each other and also encourage mini-retreats so that people can meet-up in partner cities to work with their colleagues for a day or two.\n \nWe are super passionate about developing an excellent remote work culture and ensuring that not only the customers, but the team feels heard, welcome, and appreciated. We are currently 10 people and a fully self-funded company. We value personal ownership, initiative, open communication, and commitment as well as level-headedness. We should be calm, considered, and thoughtful in our dealings with each other and the world at large and so should you.\n \n\nPlease mention the words **CABLE NURSE COLUMN** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n
\n\n#Benefits\n 🏔 Company retreats\n\n
\n\n#Location\nGermany

# **The short version ⏳**\n\n**Mission:** Be a key, strategic member of our Product Support Team, and deliver ***"Educator love"*** by a thorough understanding of Aula, the platform and our partners (a community of 50k+).\n\n**Why:** Engagement is one of the most strongly-correlated predictors of success in learning. We are shaping how teachers teach and making every student feel a part of their classroom.\n\n**Who:** You are a natural-born problem solver with a partner-first mindset. You're not phased by challenges (let it be technical troubleshooting or solving complex client queries), and relish working in an ever-changing environment where no two days are alike.\n\n## What is [Aula](https://aula.education)? 🐝\n\nAula is a remote-first 30-person education startup building a learning experience platform.\n\nOur mission is to make engaging teaching and learning the norm.\n\nWe work with institutions like Coventry University and Glasgow University.\n\nThink of Aula as the heart of a university's digital campus: a shared space that brings together students, staff, and educators.\n\nRead more here:\n\n[This is Aula](http://www.notion.so/This-is-Aula-b8f80a8dd77e47858010b8a6ea553ca2)\n\n## 🛠The Role: Senior Product Support\n\n\nAs a strategic member of our Product Support Team, ***you'll ensure the highest level of support to the Aula partner community***. Thinking critically around the services and support, and challenging the status quo to drive customer satisfaction is what you'll do best.\n\nBy developing an expert-level knowledge of the entire Aula platform, you'll ensure all our users receive the same, outstanding level of support during low and peak seasons. You'll thrive to achieve the highest level of quality possible and will coach and educate the wider Product Support Team and our educator community to encourage engagement. \n\nWe are one of the fastest-growing Higher Education platforms in Europe, we currently have a 50k (and growing) community of Aula users. We work under the model of 'following the sun' so support is there for our clients 24/7. We believe that support is not a cost centre for us, but it's a strategic advantage!\n\n- We on average ***solve 500 tickets per day, with a median 30-minute first-reply time and 2 hour resolution time***.\n- Recently, we discovered an issue that wasn't directly our fault around student enrollment. We put together a new way to fix it, and in less than a week had fixed over 2000 enrollment issues so that students weren't blocked from learning.\n\nThis is an opportunity to think big and impact the way we support our customers from day 1! This role will give you the opportunity to be the strategic voice of our users and helps us build the world's best product support function ever.\n\n***In this role, you will;***\n\n- Communicate best practices ensuring our users’ needs are met using the Aula platform to improve user satisfaction.\n- Ensure all users receive the same, outstanding level of support during low and peak seasons, delivering mind-blowing support with the highest level of quality to exceed our users’ expectations taking a minimum of 30 tickets/day whilst maintaining CSAT above 94%.\n- Coach other team members on quality to constantly exceed personal and team goals.\n- Diagnose and troubleshoot product issues/bugs and apply creative solutions for resolution/workarounds independently.\n- Coach and educate users via training to encourage engagement.\n- Make specific recommendations to significantly reduce ticket volume.\n- Change the operations of other teams through feedback and escalation of issues.\n- Provide input on processes to drive efficiencies (automation, content etc.)\n- Run and communicate small cupcakes to improve team effectiveness.\n\n# **We’d love to hear from you if… 🔍**\n\nYou have\n\n- A **technical aptitude** for, and experience troubleshooting web applications and mobile applications in a Saas environment. (It would be great if you had a basic understanding of APIs)\n- Previous experience (4+ years) in a technical support/customer support role.\n- A demonstrable history of regularly exceeding targets.\n- Experience creating and delivering training.\n- Used Zendesk before.\n- Worked closely with product teams.\n- Excellent problem solving and analytical skills with great attention to detail.\n- Excellent written and verbal communication skills in English.\n- The ability to multitask and keep up with a fast-paced start-up environment.\n\nYou\n\n- Appreciate the value of diverse and inclusive teams.\n- Thrive in caring and direct feedback environments.\n- Like to improve your process as much as you like to improve your product.\n- Respond positively to change, demonstrating flexibility in shifting priorities with seasonality (and sometimes with weekend work)\n- Like to think outside of the box to continuously improve the way we work. \n\nPlease mention the words **BECOME DISCOVER FLY** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n $64,000 — $73,000/year\n \n\n#Location\nCST +/- 2 hours

Customer Support Specialist\n\n\n\nLocation: Remote (PT Time Zone)\n\n\n\nRiverside.fm is the one-stop platform for podcasters and content creators. On riverside.fm, content creators can record in studio-quality remotely, with both audio and video. Since launching, we have experienced rapid growth and need someone who can help us navigate this growth by providing fast and tailored support to all customers.\n\n\n\nOn riverside.fm, we are just as well known for our customer support as we are for the high quality of recordings. \n\n\n\nWe’re looking for someone to join our team as a Customer Support Specialist. This position is for someone creative, passionate about the podcast community and the wider tech scene, customer-focused and willing to work outside strict hours to offer support and advice to clients. You'll be building our help desk and providing direct support to customers. \n\n\n\nThis is an exciting opportunity to get involved with a fast growing startup with huge potential to revolutionise the podcast market and, more widely, the future of content creation. \n\n\n\n**Key Responsibilities**\n\n* Respond in real time to customer queries, ranging from pricing enquiries to technical concerns; \n\n* Write help desk articles; \n\n* Conduct research to form a database of questions and answers accessible to customers; \n\n* Track and consolidate customer feedback, market data and solutions to create a category-defining startup in the content creation market. \n\n\n\n**Required Skills And Experience**\n\n* 1 year in a customer-facing role (desirable)\n\n* You enjoy writing, and doing so quickly and clearly with superior English-language communication skills both oral and written;\n\n* Optimistic and enthusiastic; \n\n* Can empathise with users and quickly grasp the issues they’re facing;\n\n* Computer proficiency; \n\n* Ability to explain complex topics clearly and concisely;\n\n* Ability to work in a remote team through self-motivation and independent initiative.\n\n \n\nPlease mention the words **POWER FEBRUARY MORNING** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Content Writing, Customer Support, Copywriting and Non Tech jobs that are similar:\n\n $55,000 — $85,000/year\n \n\n#Location\nUnited States

\nAt Files.com, our Customer Success team does a whole lot more than customer support. Of course, we provide high-touch customer support via phone and email. But, the main focus of our Customer Success team is to operate proactively as the face of Files.com by conducting training webinars, publishing videos, writing documentation, creating code samples (that actually run), and helping partners and customers succeed with Files.com.\n\nOur Customer Success team is made up of real engineers who read and write code as a regular part of their job.\n\nAbout the Role\n\nMembers of our Customer Success team spend about half their time responding to customer-initiated interactions such as phone calls and support requests. We take a high-touch approach to support, encouraging frequent interaction with customers and working with them to a full resolution of any issues.\n\nThe other half of your time is spent proactively developing content for Files.com. These will include things like training videos, written documentation content, sample code, blog posts, email announcements, and other things that help our customers stay current and improve their use of Files.com.\n\nMinimum Qualifications:\n\n\n* \n\nExcellent written and verbal communication skills.\n\n\n* \n\nTop-notch customer demeanor, including patience, understanding, and empathy.\n\n\n* \n\nExperience with APIs, the command line, and working with APIs or hosted services in least 2 programming languages.\n\n\n* \n\nHistory of creating content, such as blog posts, videos, and documentation.\n\n\n\n\n\nPreferred Qualifications:\n\n\n* \n\nKnowledge of hosting-related topics and technologies like TCP/IP, IP routing, DNS, FTP, HTTP, Email, Firewalls, SSL/TLS, Unix, or Linux.\n\n\n* \n\nExperience working on a remote team.\n\n\n\n \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Education, Engineer and Customer Support jobs that are similar:\n\n $80,000 — $120,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n

We are a bootstrapped but growing Web Based Software as a Service (SAAS) company that primarily provides Online Learning Platforms/EdTech to B2B Clients. One of the challenges is to work with existing clients (many of them) and provide first line of support.\n\nThis role would require you to do the following on a daily basis:\n\n- Responding to customer emails and support tickets on a daily basis.\n\n- Resolving critical issues/questions by getting on a phone call or online meeting with the customer if needed.\n\n- Documenting tutorials, faqs on a constant basis to improve training materials for clients and internal team members as well.\n\n- Troubleshooting technical issues on their own as much as possible before developers need to get involved.\n\n- Discuss requirements with clients for customization requests if needed depending on the client.\n\nThe ideal person for this role:\n\n- You have been in a similar role for at least 2+ years professionally.\n\n- You have enough technical background where you don't necessarily need to write code but understand how software and web applications work to be able to become the first line of defense for client queries/issues.\n\n- Ideally working knowledge of how the web works including HTML/CSS. Any experience in building or coding websites is a huge plus or bonus. Any exposure to programming languages such as PHP etc is a huge bonus including ability to analyze/code WordPress themes,plugins and Laravel applications\n\n- Experience and ability to work with Content Management Systems (CMS) such as WordPress to build webpages and content as needed.\n\n- Experience dealing with multiple clients and juggle between multiple tasks on a daily basis. The nature of support by definition is not fixed. Your day could vary depending on the situations and issues that arise and you need to be able to manage them well.\n\n- Excellent communication, verbal and written skills. \n\n- Someone who does not make any assumptions and asks tons of questions to a client before confirming an issue. You should be very good at investigative skills and know the right questions to ask.\n\n- Proactive vs reactive. If you see a potential issue with a client that could come up, bring it up to the team beforehand and collaborate to crush the problem on its head.\n\n- You know each customer is unique and brings their own set of challenges. You treat each of them uniquely based on their strengths and weaknesses.\n\n- You take pleasure in solving issues and shielding the development team from customer requests as much as possible.\n\n- You are very methodical and organized in how you work so that no major issues fall through the cracks.\n\n# Responsibilities\n - Responding to customer emails and support tickets on a daily basis.\n\n- Resolving critical issues/questions by getting on a phone call or online meeting with the customer if needed.\n\n- Documenting tutorials, faqs on a constant basis to improve training materials for clients and internal team members as well.\n\n- Troubleshooting technical issues on their own as much as possible before developers need to get involved.\n\n- Discuss requirements with clients for customization requests if needed depending on the client. \n\n# Requirements\n- 2+ years of professional experience ideally working for a technical/software company\n- Technical knowledge including ability to write HTML/CSS/JavaScript and backend languages such as PHP\n- Experience with WordPress and Laravel a huge plus.\n- Experience dealing with clients directly including ability to setup virtual meetings, screen share to troubleshoot issues and discuss project requirements.\n- Must be able to work flexibly around Eastern Timezone hours (EST) \n\nPlease mention the words **READY BORING VAPOR** when applying to show you read the job post completely (#RMTguMTg4LjEyNy43OQ==). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to PHP, Laravel, SaaS, Engineer, Wordpress and Customer Support jobs that are similar:\n\n $62,500 — $90,000/year\n \n\n#Location\nWorldwide