Remote Customer Support + Executive + Operational Jobs

# Description\nAt Cogsy, we're creating simple yet powerful action-taking tools that promote operational excellence for DTC brands.\n\nWe're a smart and calm, fully remote team that's passionate about making a lasting impact on the future of retail operations. We're energized by creating a team culture where each individual brings their full self to work each day.\n\nWe're looking for an experienced **Customer Success Manager** to be our first customer-facing hire. If you were to join Cogsy today, you'll work closely with our existing and new customers to build a world-class customer-centric organisation.\n\nYou're likely a good fit for this position if you:\n\n* Are energized by [our values](https://cogsy.com/about/).\n* Have a high level of empathy and love helping others thrive.\n* Want to work with customers from initial demo to onboarding and all the way through a long-term relationship.\n* Take action and pay attention to detail.\n* Have superior communication and organization skills.\n* Are self-motivated and feel comfortable working effectively in a 100% remote environment.\n* Confident when it comes to taking risks, trying new things, and learning from failure.\n* Have full-time availability and want to be a key player on our team for the long-haul.\n\n# Requirements\nYou will be responsible for the complete journey of a Cogsy customer: from initial demo to onboarding to nurturing a successful long-term relationship.\n\nWhen you join our team, you will:\n\n* Jump onto demo calls for high-value prospects that express an interest in Cogsy.\n* Help the product & engineering team determine implementation requirements for prospects that require specific help.\n* Lead the onboarding of new customers to set them up for success.\n* Assist in developing systems that ensure the highest level of customer success and happiness.\n* Support our partners' enablement so they are confident to refer Cogsy to their prospects and customers.\n* Be a customer advocate, where you can find insights in your conversations with customers and help the product team optimise for greater customer success.\n* Be comfortable with change. Your day-to-day responsibilities will look different depending on current projects, and you’re okay with variability.\n\nIt's important to us that the person we hire can thrive and be successful in this role. Reflecting on your past experiences:\n\n* You have extensive experience in a Customer Success or Sales role for another B2B SaaS company (with a SMB & mid-market focus).\n* You are energised about hosting demos for new prospects and taking on a light sales role too.\n* Bonus if you have ecommerce / DTC experience.\n\nThis is a remote position and you can work from wherever. It is however important that we maintain connectedness as a team and have sufficient time for synchronous work too. We'd prefer team members that are on EST (or +- 2 hour difference) or work on those schedules, as that means that there is 3-4 hours overlap for the whole team every day.\n\n# Benefits\n* True flexible work: Work whenever and wherever your work best, taking into account some overlap time every day to stay aligned as a team.\n* Trust-based autonomy. You’re the expert in your domain. We trust you to solve challenges the way you feel is best. Count on the rest of the team to support you when you need, but never micromanage you.\n* Diverse team: You’ll be working with a diverse team from a range of countries and backgrounds. Making Cogsy an inclusive workplace is a top priority.\n* We are a life- and family-first company that seeks meaningful experiences outside of work and we endeavor to help our customers do the same.\n* Monthly learning and wellness allowance. Buy books, pay for your yoga class or get a Calm subscription for greater mindfulness. We’ll cover whatever helps you develop as an individual and become the best you.\n* Paid for retreats: Once global travel is open again, we'll do week-long team retreats in fun locations.\n* Flexible holiday policy: Take time off whenever you need to recharge or attend to other matters. The team will hold you accountable to taking a minimum amount of time off in any rolling 12-month window.\n* Parental leave for those individuals that plan to discover the joys of having (more) children.\n* Health insurance (powered by Safety Wing) tailored for remote team members, whether you're at home, traveling or being a nomad.\n\nDoes this sound like you? Want to be part of a self-motivated, empathetic, nimble team working to build something big? If that sounds like something you want to be part of, we want to hear from you.\n\n**Our transparent application process:**\n1. Submit your application: Follow the steps to complete the online application and respond to the application questions. We encourage candidates to read our values carefully to get to know our company and how we work together.\n2. Application review: You’ll always hear back from us – we manually review and respond to every candidate’s application. We try to respond with 1-2 weeks.\n3. Asynchronous interview: Once your application has passed an internal review, you’ll be invited to an asynchronous interview. This should take no more than 15 mins of your time.\n4. Live interview: Once we’ve evaluated your asynchronous interview, you may be invited to a live interview with Adii (CEO).\n5. Test project: You will be requested to complete a test project that highlights your technical capabilities and communication skills. This is a paid project and usually takes 2-3 hours to complete.\n6. Decision: For the successful candidate, we'll make a written offer which can be signed electronically. \n\nPlease mention the words **SATISFY TUNA TRACK** when applying to show you read the job post completely (#RMTguMTkxLjIwMy4zNQ==). 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 — $80,000/year\n
\n\n#Benefits\n ⏰ Async\n\n
\n\n#Location\nWorldwide

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 (#RMTguMTkxLjIwMy4zNQ==). 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

**SafetyWing** (YC W18) is building a global social safety net, including health and retirement for remote workers worldwide, as a replacement for national welfare systems. If we succeed, we believe this will help ensure freedom and equal opportunity for everyone, and is one of the more important tasks of our time, that no one else is working on. \n\nWe’re looking for a **Head of Customer Service** to ensure that our customers like us so much that they tell their friends. We are a global remote team, headquartered in San Francisco. Currently we're about 25 people full time, and 30 people part-time. We recently raised our Series A, and we are growing fast.\n\nAs Head of Customer Service you will be responsible for hiring, training and managing our customer service team. The team currently consists of 9 people, and will expand quickly as we continue to scale. In addition to being responsible for operations, you will also be a key person to represent the customer in the strategic decisions of the company, and to stake out the path for our customer service in the future. \n\nToday our customer service happens mainly by chat through the platform Intercom. As the company grows and new products are released you will also be involved in or responsible for areas such as claims management and assistance. A good understanding of the insurance industry is important for this role as you will be responsible for much of the day-to-day correspondence with our insurance partners.\n\n**Your responsibilities will include:**\n* Ensure that we provide excellent customer service 24/7, 365 days a year.\n* Scale the customer service team and ensure that our team members are joyful and productive.\n* Represent the customer in strategic decisions for the company.\n* Build customer-service related functions as needed.\n* Liaison with our partners and other service providers.\n* Help put out any fires that might occur, ideally making sure they don’t occur in the first place.\n\n**Qualifications:**\n* You have experience as a leader in customer service or a related field\n* You have hiring experience, having scaled a team before\n* You have experience from the insurance industry (ideally) or at least experience working in a field with compliance requirements and stakeholder management\n* You are an outstanding communicator in written and verbal English\n* You excel at both the operational and strategic level\n* You excel at dealing with difficult situations with grace and empathy\n* You have strong personal integrity\n\n**We like to work with people who:**\n* Want to help build a global social safety net on the Internet\n* Think for themselves instead of copying others.\n* Are willing to try new things, even with the risk of failure.\n* Are intellectually curious and open to new ideas.\n* Are creative and bold in the face of any problems.\n* Have strong integrity and do the right thing\n\nYou will receive both salary and equity compensation, health insurance, laptop, and post-covid we will have three to four yearly gatherings where you will join us. The previous three were in Norway, Mexico and San Francisco. The next one is planned for Ljubljana when the Covid-situation gets better, hopefully this August.\n\nFind out more about us and our products at www.safetywing.com.\n\n* *You can work from any location you choose, but our core hours are 8-11am PST.*\n\n\n\n\n \n\nPlease mention the words **VICTORY LESSON CODE** when applying to show you read the job post completely (#RMTguMTkxLjIwMy4zNQ==). 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 💰 Equity compensation\n\n
\n\n#Location\nWorldwide

Lead, Customer Success – Onboarding & Adoption\n(Remote | travel required)\n\nWe’re hiring a Lead, Customer Success for Onboarding & Adoption whose mission will be to drive delivery business value to our customers while leading and serving a team of Customer Success Managers (CSMs).\nIf you are an experienced Software-as-a-Service (SaaS) Customer Success or Customer Experience professional with demonstrable ability managing a team to drive customer business outcomes through user adoption of SaaS applications, Decisiv’s Vice President of Customer Success wants to hear from you.\nAs the Lead, Customer Success – Onboarding & Adoption, you will be the driving force behind our team of CSMs who help our customers achieve the desired business outcomes that led them to Decisiv’s products. Plus, you’ll be part of the fastest customer and user expansion Decisiv has undertaken, a critical part of successfully maturing and scaling Onboarding & Adoption processes and operations. In this role, you will report to Decisiv’s Vice President of Customer Success and will be his trusted lieutenant in maturing and scaling Customer Success at Decisiv.\n\nWHO YOU ARE\nTo be successful in this role, you should be passionate about things like:\n* Process Driven – designing Onboarding and Adoption processes that scale while also achieving the highest level of adoption for each Decisiv customer and their end users. \n* Data Informed – building data collection and analysis into processes to inform decisions\n* Customer Empathy – understanding end users, their responsibilities, their business challenges, and how they view technology and process changes\n* Organizational Change Management – Helping people and organizations change for the better\n* Hands-On – enjoying “getting hands dirty” by digging into complex operations \n* Problem Solving – breaking down ambiguous problems into concrete, manageable components and thinking through optimal solutions \n* Organization & Diligence – crossing the T’s and dotting the I’s\n\nABOUT DECISIV’S CUSTOMER SUCCESS TEAM\nOur remote-first Customer Success team is a group of self-starters who work remotely just as well as we do in-person. Our size means you’ll have ample opportunities to contribute to the future of our company while expanding your own skills. You’ll learn a lot here, and we want to learn from you. And while we will expect a lot from you, we also value your life outside of work and strive to offer an environment that affords time to recharge.\n\nWHAT YOU’LL BE DOING\nYou will be leading a team of CSMs to drive delivery of customer business value through onboarding and adoption activities while working closely with the VP of Customer Success to mature and scale Decisiv’s Customer Success operations. Some of your responsibilities will include:\nOptimizing and Scaling Onboarding & Adoption Team Processes and Operations:\n* Defining and overseeing standardized customer lifecycle processes and touchpoints\n* Creating a standardized Customer Success playbook and related materials (e.g., Success Plan templates) by customer segment and lifecycle stage\n* Achieving operational excellence within the Onboarding & Adoption Team\n\n\nDriving Delivery of Customers’ Desired Business Outcomes:\n* Finding ways for CSMs to deeply understand our customers’ business challenges, their desired business outcomes, and ways to help them address both\n* Defining, driving, and demonstrating the business value of Decisiv’s products and connecting that value to customers’ desired business outcomes\n* Methodically managing escalations from your direct reports, other Decisiv teams, and customers\n\nOwning OKRs and Other Metrics for Your Team:\n* Creating models and reporting mechanisms for things like customer health score, customer risk early warning system (e.g., product fit; onboarding; engagement/abandonment; customer sentiment), and team-internal financial and performance models\n* Supporting company and Customer Success OKRs and aligning Onboarding & Adoption OKRs and metrics to both\n* Regularly reporting on Onboarding & Adoption metrics to the VP, Customer Success\n* Routinely reviewing OKRs and other metrics with your team\n\nRecruiting, Coaching, and Managing the Onboarding & Adoption Team:\n* Maintaining a rigorous, fair CSM interview process that builds a pipeline of great candidates\n* Setting expectations and providing regular feedback on team and individual performance \n* Delivering regular training and coaching to your team\n* Performing common managerial tasks (e.g., scheduling, expense reporting) for your team\n\nQUALIFICATIONS WE REQUIRE\nTo be a viable candidate for this position, you must demonstrate to us that you have:\n* High ethical standards of conduct\n* Strong technical background and skills, especially with the products in our Customer Success tech stack: tools such as Slack, Zoom, JIRA, Confluence, Pendo, Full Story, Zendesk, Salesforce, Microsoft Office or Google Suite, and Business Intelligence (BI) tools like Jaspersoft and GoodData\n* Leadership, management, organization, communication (written and spoken), problem solving, and analysis skills\n* Provable ability to optimize and scale Onboarding & Adoption processes for a SaaS company\n* Experience from a Customer Success team at a Software-as-a-Service (SaaS) or technology company\n* Experience successfully managing a fully-remote team of 10 or more people.\n\nThe successful candidate will also have:\n* A Bachelor’s Degree from an accredited university or a minimum of 4 years of equivalent, directly-related experience leading some facet of a Customer Success team\n* The ability to work in the United States without Decisiv’s sponsorship\n* The ability to travel domestically and internationally without restriction, including holding a current passport or the ability to promptly obtain one. \n* A readily-available work environment:\n o With a strong, stable broadband internet connection that can handle Voice Over Internet Protocol (VOIP) calls, streaming video, and comparable high-bandwidth applications (at least 8 Mbps up / 1.5 Mbps down)\n o Where you can hold telephone and video calls or record video and audio content without interruption or distraction from background noise, activity, etc.\n\nQUALIFICATIONS WE REALLY LIKE\n* Experience at a SaaS or technology company that serves the transportation, heavy equipment, or power generation industries, especially parts and service management\n* Experience building an Onboarding or Customer Success team\n* Spoken and written communication skills in languages other than American English, particularly Spanish, French, Swedish, or Japanese\n* Live near a major transportation hub\n\nWHAT’S IN IT FOR YOU\n* A career opportunity to:\n o Lead and serve a dynamic and earnestly dedicated Customer Success team\n o Help mature and scale a growing SaaS company’s Customer Success organization\n* Work remotely when not traveling\n* Training, coaching, and support from a fun team\n o Lead and serve a dynamic and earnestly dedicated Customer Success team\n o Help mature and scale a growing SaaS company’s Customer Success organization\n* Work remotely when not traveling\n* Training, coaching, and support from a fun team\n \n\nPlease mention the words **NATION SYRUP ONE** when applying to show you read the job post completely (#RMTguMTkxLjIwMy4zNQ==). 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 SaaS, Customer Support, Executive, Video, Microsoft and Travel jobs that are similar:\n\n $65,000 — $100,000/year\n

You are passionate about open source technology, public cloud, containers, devops and modern application architectures and workflows? Then you might be the person we’re looking for!\n\n## About the role\n\nFor the *Customer Success Circle* we are looking for a person that can fill the role of *Customer Lead Engineer* as primary role. This role would ideally by combined with a more technical role that we have open (check our other openings).\n\nSkyscrapers has various kinds of customer stacks ranging from custom built cloud platforms based on CodeDeploy to the fully standardised container based platforms we've been building lately. The Customer Success circle is the group that works directly with our customers to deliver that technology and provide the necessary guidance.\n\nPeople in the Customer Lead Engineer role work with our customers to deliver the right technology, make sure they can use it and that the cooperation evolves in the right (technical) direction.\n\n## Your key responsibilities\n\nThis role is a combination of technical first point of contact, hands-on technical advisor and trusted liaison between both companies.\n\n* Be the main liaison between the customer’s development/ops and our team(s)\n* Communicate important events (roadmap changes, operational issues, …) to all stakeholders\n* Ensure operations go smooth for your customers\n* Support operational coverage of all customers, follow up and solve incidents\n* Bring customer feedback to the attention of the right circles in Skyscrapers\n* Align Skyscrapers Reference Architecture and customer roadmaps\n* Understand customer business, culture, challenges and direction\n* Integrate customers in our way of working (process, guidance & education)\n* Follow up customer work (setups, changes, etc) as they are handled in the Skyscrapers organisation.\n* Participate in a 24/7 rotation and emergency response (company wide) and some other non-24/7 shared responsibilities\n* Potentially take up other roles as well (secondary roles)\n\n## Interested?\n\nInterested? You can find [a more detailed description of the role here](https://skyscrapers.eu/jobs/lead-engineer). Also be sure to check out [the general jobs page for more important information](https://skyscrapers.eu/jobs). \n\nPlease mention the words **DEAL BORDER PULSE** when applying to show you read the job post completely (#RMTguMTkxLjIwMy4zNQ==). 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 DevOps, Cloud, Engineer, Customer Support and Executive jobs that are similar:\n\n $70,000 — $120,000/year\n