Location: Remote (must be able to work EST hours 9am-5pm) Client Facing: This is a client-facing role so perfect English skills are a requirement Department: Onboarding To Apply: Send an email including a 2-3 minute video talking about your experience to [email protected]
Title: Implementation Project Manager
Status: Exempt, Full-Time
Reporting structure:
The Implementation Project Managerroleworks closely with salesand client success to ensure clients are onboarded and implemented successfully, know the value of our services and resources and utilize the product effectively. The Implementation Project Manager role keenly focuses on driving an exceptional onboarding experience whilst ensuring onboarding milestones are consulted, prescribed, and met within timelines. In addition, this role serves as the main point of contact throughout the onboarding journey, keeping the ClientOnboarding Manager informed, and working as a liaison between clients, sales, the CS department and productteams.
What you’ll do:
The onboarding phase is the most important phase of the client lifecycle, and Implementation Project Managersare responsible forestablishing the solid foundation that drives our clients’ success. This crucial client-facing role focuses on the successful implementation and adoption of product. The Implementation Project Managerowns the post-sale onboarding client relationship and manages the implementation of said solutions whilst ensuring the client receives all pre-defined touchpoints. The role will also be responsible formonitoring the progression of all projects within the onboarding process of each assigned client and keeping all involved teams (internal and external) informed and on track to completion. These projects include but are not limited to solutions and systems implementation, training for clients, new client set-up, configuration and training within internal company tools and platforms and CRMs.
Key Responsibilities
ClientCommunication45%
• Initiate new client contact post-sale by phone and email to coordinate and launch allsolutions onboarding projects based on executed contracts
• Communicate clear expectations to clients regarding the onboarding journey, clientnext steps, timelines, and the client’s role in successfully implementing solutions
• Coordinate client contact with sales team and project manage the handoff from sales to Client Success
• Anticipateclient needs during the onboarding process and build rapport by delivering a positive and proactive onboarding experience through ongoing communication by phone, email, and video conference (primarily Zoom)
• Assistclients in managing change and realizing value of our product quickly
Project Management 35%
• Maintainclient profiles in internal platforms to ensure new client services are added and qualitychecked prior to go-live based on executed contracts
• Gather needed information from the client through onboarding formsand communicate needs to relevant internal or external partner teams,as necessary
• Organize, execute, and document the onboarding process forclients from beginning to end along with changes that will improveand evolve this process further
• Add all relevant client notes in CRM (Salesforce) and communicatewith the Client Success department to assign a client successteam member based on what is known aboutthe client.
Ensure coordination of client touchpoints and identify risks (timeline/resistance/other) during onboarding period
Internal Communication20%
• Communicate client status to internal teams, including but not limited to Client Success, Marketing, Product and development, andSales
• Partner closely with Client Success to solidify and execute client launches based on client goals, desired outcomes, and predefined timelines
• Actively engage with internal teams regarding the onboarding status of clients, and onboarding process status
• Successfully identify and prevent client churn during onboarding by escalating at-risk clients as defined by the Client Success
• Ensure each client’s onboarding project and timelines are met based on pre-established KPIs Time to live, Time to value, CSAT, NPS
Requirements:
At least 2 years of experience in Medical or SaaS industries preferred, working in B2B,client-facing roles related to onboarding
Minimum of two (2) years in a project management capacity
Proficient in Microsoft Office, project management software or CRM
Strong Organizational, project, and time management skills, able to address multiple projects/requests and meet tight deadlines with ownership and accountability – and finesse
Superb written and oral communication skills
Empathetic to clients and challenges they face within their practices, ability to develop relationships quickly
BA or BS degree preferred
What success will look like for you in the first 90 days:
❏ You will participate in developing an Onboarding playbook for Onboarding
❏ Complete Online training modules (self)
❏ Accomplish 100% of assigned clients with all purchased solutions to go live
within the first 60 days
❏ Complete Salesforce user online basic training (self)
❏ Upon receipt, please schedule your 90-day review meeting with your direct
supervisor for the beginning of your 4th month in this role.
Please mention the word LUSH when applying to show you read the job post completely (#RMy4xMzUuMTk0LjIwMw==). This is a feature to avoid fake spam applicants. Companies can search these words to find applicants that read this and instantly see they're human.
Salary and compensation
$30,000 — $50,000/year
How do you apply?
send your resume and a 2-3 minute video introduction to: [email protected]
Bonus points if you answer the 2 questions that follows:
"Tell us about a time you managed a client onboarding from start to finish. What challenges did you face, and how did you ensure the client went live successfully?"
"How do you typically communicate expectations and timelines to clients who are new to a software platform?"
👉 Please reference you found the job on Remote OK, this helps us get more companies to post here, thanks!
When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
**What’s a Silverfin?**\n\nAt Silverfin we’re trying to apply the promise of software to the age-old industry of accounting. With our SaaS offering we’re automating a large chunk of the busy-work that accountants are currently handling manually, and are building new tools so they can provide better services to their customers. We aim to optimize their workflow in such a way that accountants can spend more time on the much more impactful and rewarding work of advising their customers, the business owners. The good news is we’re succeeding in doing exactly that. Every day more than 15.000 financial service professionals use Silverfin to help and advise more than 200.000 businesses. Our customers adore us! The even better news is there’s still plenty left to work on, and that’s where we hope you come in!\n\n**What about your team?**\n\nCustomer experience at Silverfin is not about closing tickets, it's about actually helping people to have the greatest experience possible on our platform through mail, Zoom or chat. We actually care a lot about our customers so we want to give them a first class support experience they deserve.Our ‘Data Sync’ team is all about making sure the golden data from our clients bookkeeping software flows towards our SaaS platform as fluently as possible. Your assignment is quite diverse though - while you will be going toe to toe with our client’s IT teams to set up new data syncs there’s a host of running data flows out there which need your attention and care. Handling customer requests and distinguishing bugs from features by working closely with product experts as well as the engineering team will be your second nature.Did we mention this is a technical gig? We are looking for champions not afraid from jumping between VPN connections and RDP or TeamViewer sessions to navigate our client’s environments and dig for the gold inside the data sync logs and middleware tools. We tap in data from dozens of external accounting softwares so being able to find the right information without knowing what’s inside their box is a must have skill!\n\n**What are we looking for**\n- We’re looking for somebody who’s a natural born troubleshooter and Google's best friend\n- IT-Minded support professional with good knowledge of Windows servers and Azure boxes\n- RDP, VPN & TeamViewer adepts\n- Basic knowledge of SQL queries is a big plus\n- Top communication skills and Fluency in English, Dutch and/or French is a huge plus\n- Enthusiastic and eager to learn\n- Team player, can-do person resonating with our culture\n- Needless to say - excellent client focus and passion for game changing technology\n\n**What we offer**\n- Actual, proper work-life balance\n- Become a part of a new team in an expanding company - this includes horizontal as well as vertical growth opportunities in each role\n- A stimulating work environment with passionate, friendly and inclusive colleagues who value diversity\n- Learning opportunities in a no nonsense fintech scale-up, opportunities guaranteed\n- A €1.000 yearly budget to spend on conferences, courses, workshops or other expenses that will improve your skills\n- We offer monthly company-wide Wellbeing Days for all employees (10 days off in 2022) \n- A strong supply of excellent coffee, fresh fruits and … drinks on Friday! \n\nPlease mention the word **ERUDITE** when applying to show you read the job post completely (#RMy4xMzUuMTk0LjIwMw==). 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 — $90,000/year\n
\n\n#Location\nEMEA
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When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
**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 (#RMy4xMzUuMTk0LjIwMw==). 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
# How do you apply?\n\nhttps://jobs.lever.co/close.io/e0822edb-3165-4bee-9843-c7bf2a7d80ae?lever-origin=applied&lever-source%5B%5D=RemoteOK
👉 Please reference you found the job on Remote OK, this helps us get more companies to post here, thanks!
When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
We launched saas.industries in 2019 and specialized in developing and marketing API products. We currently provide our solutions to hundreds of businesses in multiple niches, all around the globe.\n\nAs our company's first full-time support manager, you will be responsible for designing & building support processes together with the founding team. \n\nYou will be required to act as a primary escalation target for any technical or subscription-related issue. You will be handling every support issue personally, either through email, web-meeting, or chat communication.\n\n\n**Why You Should Apply**\n\n- We are 100% bootstrapped - you enjoy low hierarchies & appreciate direct communication with the founders\n- You want complete control over your development and working environment. \n- You thrive in a remote working environment where you may never meet your co-workers in person; you go wherever you want\n- You understand how essential clear, consistent communication is when working remotely -- ambiguity makes you uncomfortable\n\n**Skills You Should Have**\n\n- Good oral and written communication skills\n- Strong technical knowledge in networking systems\n- Strong analytical skills\n- Ability to prioritize and manage tasks.\n- Excellent time management and problem-solving skills.\n- Exceptional customer service skills\n\n**What You Can Expect From Us**\n\n- A competitive salary\n- Flexible and fair working hours\n- Calm and asynchronous company environment\n- Focus on deep work instead of meetings\n- Extensive onboarding to your new work environment\n- Opportunity for performance-based bonuses and salary increases\n- A healthy level of autonomy; We will provide consistency in expectations and support.\n- Transparent, direct and clear communication\n\n \n\nPlease mention the word **STRAIGHTEN** when applying to show you read the job post completely (#RMy4xMzUuMTk0LjIwMw==). 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
$30,000 — $60,000/year\n
\n\n#Benefits\n
⏰ Async\n\n
\n\n#Location\nWorldwide
# How do you apply?\n\nApply by clicking the button below. Include a cover letter and attach your CV/resume in the email. Thanks!
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When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
### Senior Customer Support Specialist\n\nCustomer Support enables educator love for Aula! The team ensures the sustainability of the changes through reactive support but also proactive support by communicating best practices on all interactions and delivering engaging webinars\n\nCustomer Support is a knowledgeable trusted partner for our community to represent their voice internally, thinking critically around the services and support, and challenging the status quo to drive customer satisfaction is what you'll do best.\n\n\n\n**TL;DR**\n\n* Permanent - Fully remote - $45,000-$73,000 (Depending on experience and location) - US - EST timezone\n* Ensure all our users receive the same, outstanding level of support during low and peak seasons, delivering mind-blowing proactive and reactive support with the highest level of quality to exceed our users’ expectations to maintain our CSAT above 94%.\n* Diagnose and troubleshoot escalated product issues/bugs and apply creative solutions for resolution/workarounds independently.\n* Coach and educate users via live training to encourage platform engagement\n\n**Outcomes**\n\n* Efficiently unblock technical/non-technical partners via our support live channels maintaining our high partner satisfaction\n* Guide educators and learners on their Aula journey delivering live trainings, and also contributing in our help centre\n* Be the strategic voice of Product Support working on cross-functional projects to maximise Educator Love\n* Be a part of a high-performing and inclusive team that values autonomy.\n* Work with your teammates to set high goals — and celebrate success when we hit them.\n* Contribute to building a collaborative, productive and friendly remote workplace\n\n\n**About you**\n\nA technical aptitude for, and experience troubleshooting web applications and mobile applications in a Saas environment.\nPrevious experience (4+ years) in a customer support or customer success role with a demonstrable history of regularly exceeding targets.\nExperience creating and delivering training/help centre documentation\nUsed Zendesk before.\nWorked closely with product development teams.\nExcellent problem solving and analytical skills with great attention to detail.\nExcellent written and verbal communication skills in English.\nThe ability to multitask and keep up with a fast-paced start-up environment.\n\n**About Aula**\n\nOur virtues are what makes Aula as an organisation unique.\nOur commitment to diversity and inclusion should not be mistaken with building an organisation where 8 billion people would thrive. We lean into what makes Aula unique: we’re building an inclusive, high performing, organisation where high performing people are silly ambitious about improving education - at scale.\nWe judge our virtues by what we do, not what we say.\n\nOur virtues are\n🚀 Silly Ambitious\n\n🔍 Uncomfortably Focused\n\n🗣 Transparent by Default\n\n\n\n**A fair chance**\n\nEvery role in the Aula team is open to applications from all sections of society. We believe in the superpowers and potential of everyone; regardless of race, religion or belief, ethnic origin, different physical ability, family structure, socio-economics, age, nationality or citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other difference that makes you, well, you.\n\nMore than just encouraging your application, we're committed to conscious inclusion that (we hope) cultivates an ethos of belonging, connection and shared purpose. It’s this philosophy that drives us towards our mission, and we open our doors to those who share these motivations. \n\nPlease mention the words **CLAIM BALL FILM** when applying to show you read the job post completely (#RMy4xMzUuMTk0LjIwMw==). 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 — $70,000/year\n
\n\n#Location\nUS Remote - EST Timezone
👉 Please reference you found the job on Remote OK, this helps us get more companies to post here, thanks!
When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
**Overview**\n\nInventory Planner forecasts customer demand so that eCommerce merchants have the right products at the right time. Saving time on ordering and optimizing inventory budgets, Inventory Planner supports online sellers to recommend what they should have on hand, view trends in their store, and prepare so that they don’t miss out on sales.\n\nThe Customer Success Manager will be the point person for on-boarding new accounts, supporting current users, and communicating with the IP team to trouble-shoot. This person will conduct demos and live calls with new customers to ensure full understanding and use of the software. The Customer Success Manager contributes to support documentation and videos. Ongoing tracking of feature requests also ensures that Inventory Planner focuses development on what is needed by and will benefit the largest number of users.\n\nInventory Planner is a fully remote team. The Customer Success Manager needs to be available Monday-Friday during the work day in the EMEA region. This person must be comfortable with prioritizing a variety of tasks in a fast-paced environment.\n\n\n**The work to be done**\n\nRespond in a timely manner to all inquiries including all aspects of pre-purchase, customer on-boarding and education, and diagnosing and resolving technical issues.\nDevelop list of top inquiries for future product improvements.\nUse and update support documentation including text and video resource\n\n\n**About you**\n\n\n\n**Requirements**\n\nExcellent written and spoken communication skills\nDemonstrable critical thinking and creative problem-solving skills.\nAbility to learn new software platforms quickly\nSelf-starter, positive attitude, comfortable with little supervision and remote work\nHighly organized. Ability to manage and prioritize several different projects.\nModerate and friendly tone with all customers\nHigh-speed, reliable Internet connection\n\n**Preferred**\n\nExperience with eCommerce\nExperience with purchasing, cash flow management, and/or inventory/warehouse management.\nExperience conducting product demos using software such as Zoom or UberConference.\nExperience with SaaS support or demos\n\n**Why Inventory Planner?**\n\nCompetitive salary based on commensurate experience\nFlexible schedule\nUnlimited vacation\nInternational travel 1-2 times per year for company planning and team work meetings (when travel is feasible again).\nJoin a talented, diverse team supporting eCommerce merchants worldwide\n\n \n\nPlease mention the words **INSTALL MANGO TALENT** when applying to show you read the job post completely (#RMy4xMzUuMTk0LjIwMw==). 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
$30,000 — $80,000/year\n
\n\n#Benefits\n
🏖 Unlimited vacation\n\n
\n\n#Location\nEMEA
# How do you apply?\n\n**The hiring process**\n\nSubmit resume and cover letter to [email protected].
👉 Please reference you found the job on Remote OK, this helps us get more companies to post here, thanks!
When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to make PR pros more successful by providing them with technology to find journalists to pitch, monitor media, quantify their impact and work more efficiently with their teams.\n\nSelf-funded, quickly growing, and remote-first, Crain’s named Muck Rack one of the best places to work in 2019 and 2020. We value resilience, transparency, ownership, and customer devotion and infuse these values into everything we do.\n\nWe’re looking for a passionate and curious **Customer Support Specialist (CST/PST Hours)** to join our team and make a big impact. As a Customer Support Specialist, you will be focused on ensuring that customers receive best-in-class service and have access to the help they need to be successful using Muck Rack. You’ll be a good fit for this role if you enjoy creating exceptional customer experiences and helping customers achieve their goals comes naturally to you.\n\nYou will work closely with the customer success, product and account management teams.\n\n**More about the role:**\n* Serve as a first responder for inbound communication through our site\n* Answer customer questions and provide how-to help on Muck Rack’s capabilities, with a focus on reducing customer effort and furthering product knowledge\n* Troubleshoot technical issues and diagnose errors online and over the phone\n* Follow site issues to resolution and customer satisfaction\n* Proactively reach out to customers who show signs of user error \n* Identify processes that need to be improved and evolved\n\n**More about you:**\n* 1+ year working in a customer-facing role at a B2B SaaS company\n* Comfort communicating with customers via chat, email and phone\n* Experience using Intercom or similar to chat with customers\n* Experience with a bug/issues management system (like GitHub, Zendesk or Jira)\n* Exceptional written and verbal communication skills, with a focus on listening and asking the right questions\n* Ability to sense urgency and prioritize accordingly\n* Attention to detail and curiosity to identify the core of issues\n* Continuous learner with a desire to be the first to learn new features\n* Familiarity with the tools we use, including Google Apps, Hubspot (or Salesforce), Slack, Intercom, GitHub, and you learn how to use new tools quickly \n* Experience working in public relations or familiarity with the industry \n* *Must be willing to work 10am-7pm ET and/or 1pm-10pm ET, which includes a one hour lunch break.*\n\n**Please note: at this time, we are unable to hire in California & can only consider US based applicants for this role.**\n\n**Benefits of Working at Muck Rack**\n\n* Flexible remote-first company\n* Off-the-grid vacation\n* 401(k) plan with employer contributions\n* Health, dental and vision insurance\n* Flexible spending account\n* Access to OneMedical, 24/7 Virtual Care, and an Employee Assistance Program\n* Paid parental leave\n* Commuter benefits\n* Discounted gym & bike memberships\n* Opt-in disability and life insurance\n* Subscription to Learning & Development platform\n* Self funded means we have the freedom to build forward-thinking products and put our customers first\n* Inclusive culture that listens to and welcomes diverse perspectives \n\nMuck Rack encourages individuals from a broad diversity of backgrounds to apply for positions. We are an equal opportunity employer, meaning we're committed to a fair and consistent interview process.\n\n \n\nPlease mention the words **LADDER CLUTCH ALERT** when applying to show you read the job post completely (#RMy4xMzUuMTk0LjIwMw==). 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#Benefits\n
🤓 Vision insurance\n\n
\n\n#Location\nPST, CST timezone
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When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
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 (#RMy4xMzUuMTk0LjIwMw==). 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
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When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
### 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 (#RMy4xMzUuMTk0LjIwMw==). 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)
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When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
At Highstreet it is our mission to deliver the world’s best Mobile e-commerce experience with beautifully designed apps for fashion and lifestyle brands. Are you that person that gets SaaS business but also loves mobile technology and design? Then we'd love to meet you! \n\nWe are looking for a Technical Customer Success Manager who helps customers like G-Star RAW, Jack & Jones and Scotch & Soda grow their business by using our platform technology.\n\n**Challenges & opportunities**\n\nIn this super-fun and challenging role, you are the number one go-to for our clients if they have any technical questions regarding our platform. You evangelize our vision and help the brands on our platform get the most out of the technology we offer. You are also accountable for end-to-end execution of a variety of technical projects and lead the onboarding of new customers to our platform. Here are a few of your tasks:\nProactively reach out to your accounts, point them to opportunities to make sure they offer the best possible app experience to their customers.\nEducate and inform customers about new technology we deliver and how they could use that. Then drive the projects with them to deliver the features.\nIdentify potential issues before they turn into problems and always be available to help. You provide 'tier 1' support to your accounts and provide troubleshooting via phone, web-based tools and emails and work directly with internal development teams to solve the issues.\nManage customer-specific implementation projects (eg enabling a new set of features for one of your customers). You manage the successful delivery of your projects in terms of time, quality and costs.\nEnabling new clients to integrate with our platform. This is achieved via a thorough understanding of client business requirements, current and emerging app development technologies and excellent knowledge of the solution Highstreet offers.\n\n**Who are you?**\n\nYour education is in business and you love technology, or you have an education in technology and love business and working with clients. Past experiences with any e-commerce platforms (such as Magento or SFCC) will help to accelerate your role. On top of that, we are looking for the following skills:\nYou have strong communication and listening skills. This involves active listening, presentation, writing and consulting. You know how to manage customer expectations.\nYou are very service-minded and understand that responsiveness is one of the pillars of being a great counterpart for your customer. You want to deliver, meet and exceed the customer’s needs, while at the same time being able to push back and defend platform choices that we have made. Being able to say no in a gracious way is an art you need to master.\nYou’re able to identify details while keeping the bigger picture in mind. Although you understand that responsiveness is key, you don’t jump into solutions right away.\nYou know how to manage on-time, on-budget and on-quality service and how to take Project Management and Service Delivery to a higher level.\nYou work in a structured way, know how to set the right priorities, and you have strong organisational skills\nIn general, you have good analytical skills, inquisitive attitude, and you can speak and write in English (our main company language).\n\n**A few examples of projects you’d be working on:**\n* Help customers (the brands we work for) expand to Asian countries like Korea and Japan.\n* Help customers prepare for Black Friday.\n* Help customers adopt our Personal Push API and inspire them on how to use it.\n* Help customers roll out App Clips in their retail stores.\n* Connect Klarna payments to the customers app checkout.\n\n**Benefits**\n* Flourish in a culture of trust, ownership, and standard of excellence;\n* Speak English in a company with people of 7 different nationalities;\n* Work remotely whenever you want;\n* The best tech needed for your job;\n* Possibility to work from our HQ at the heart of Utrecht. Next to the flagship stores of many of the brands we work for;\n* Delicious lunches provided daily;\n* We pay 70% of your Pension plan;\n* Company-wide outings & events.\n\nWe can only consider candidates who hold a valid EU Passport or Dutch work permit. \n\nPlease mention the words **SAFE FATAL EXCESS** when applying to show you read the job post completely (#RMy4xMzUuMTk0LjIwMw==). 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
$55 — $60/year\n
\n\n#Location\nEurope
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When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
[InviteMember](https://invitemember.com) **is a growing SaaS (Software-as-a-Service) company. We help independent creators, publishers and community managers all over the world make a living running a successful membership business in** [Telegram](https://telegram.org)**.**\n\nWe're looking for a customer support specialist to join our team.\n\nYou will start as a part-time independent contractor (~15 hours/week), but eventually, your role might expand into a full-time position with more responsibility and more benefits.\n\nThis is your opportunity to join a growing startup at an early stage!\n\n## Requirements\n* your ideal timezone is anywhere between UTC-2 and UTC+4 (but we can consider other options as well);\n* customer support experience (ideally in companies with a strong customer focus like Stripe and Intercom);\n* strong analytical and problem-solving skills, attention to detail;\n* ability to learn quickly (you'll become an expert Telegram and InviteMember user);\n* excellent communication skills;\n* advanced (C1+ level) English speaker (other languages is a plus).\n\n## The job\n* support over Telegram and email, less often video calls with screen sharing;\n* explain to users what InviteMember can and can't be used for;\n* help users set up and manage their membership bots;\n* analyze issues our users are facing and help to resolve them;\n* recognize and escalate critical issues;\n* work with feedback, testimonials, and complains;\n* meet our internal KPIs;\n* work with our internal and external knowledge bases;\n* process refunds.\n\n## We offer\n* flexible schedule: 2 shifts per day (each ~1.5 hours), weekends off;\n* competitive salary (in USD);\n* remote job (work from anywhere);\n* opportunity to learn a lot about customer support, Telegram, membership businesses;\n* opportunity to get a full-time position in the future. \n\nPlease mention the words **SNAP DOLL PEANUT** when applying to show you read the job post completely (#RMy4xMzUuMTk0LjIwMw==). 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\nWorldwide
# How do you apply?\n\n1. Complete the form to apply.\n2. Get invited for an interview (we'll contact you via Telegram).\n3. Receive our offer.\n
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When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
EMEA: This position is for applicants based in timezones UTC+6 to UTC-1\n\nAs a Cloud Support Engineer you will be responsible for assessing the nature of product or service issues and resolving support problems for customers and partners through support tickets, live chat, and occasional voice calls. Don’t let the word “Support” fool you - this is not a typical call center role. Our customers are technically sophisticated and once a question gets to us search engines have failed to provide an answer. On any given day, you’ll be applying your knowledge of Linux with technologies like MySQL, DNS, CDNs, SSL, Redis, various programming languages, replication, integration with other systems and much more. Expect to learn something new every day.\n\nSuccessful employees will collaborate with other team members, meet deadlines and test new ideas, tools, and tactics. We are looking for motivators and go-getters who will improve our processes, our products and ourselves. As one of our Cloud Support Engineers, you are our front line; when our customers think of how great Platform.sh is, they think of you.\n\nIn a given day you might:\nTroubleshoot issues pertaining to the underlying infrastructure running customer applications.\nDiagnose, debug and document issues in both applications and systems.\nDeploy and configure cloud infrastructure resources.\nTroubleshoot, reproduce and report bugs.\nBecome a product expert and work toward improving our customer facing documentation.\nParticipate in limited on-call shifts, providing timely responses to high priority tickets and incidents.\nWork under limited supervision with considerable latitude for personal initiative.\nRespond to customer inquiries through our ticketing solution, ZenDesk.\nParticipate in training teammates.\n \n\nQualifications\n3+ years combined of:\nLinux system administration.\nWeb development using PHP, Python, Ruby or Go. (However, this is not primarily a programming job.)\nExperience using git\nManaging DNS\nFunctional knowledge of TLS and encryption.\nDemonstrating exceptional communication skills to provide clear and empathetic customer support.\n \nThis is a remote job. Work from anywhere!\n\nWe are a worldwide distributed team and are looking for a candidate who can perform well working remotely. To be an effective performer as a CSE here at Platform.sh, you’ll need to be able to effectively collaborate across time zones while operating with a high level of independence and autonomy. \n\nPlease mention the words **SPARE SAVE CLUB** when applying to show you read the job post completely (#RMy4xMzUuMTk0LjIwMw==). 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\nWorldwide
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When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
We're expanding our team and are looking for **a part-time customer support person** to help answer tickets during US business hours.\n\n[Service Provider Pro](https://spp.co) is an agency management and client portal software helping digital marketing agencies sell millions of dollars in services every month. We're a small and highly effective remote team – you'll have the autonomy to make decisions and do the best work of your career.\n# Benefits of this role\nHere's why this is a great job.\n\n* You'll play a huge role in the company. This isn't a support position where you're mindlessly closing tickets all day. Our support volume is not high but our customers expect thoughtful in-depth replies to their questions.\n* You'll work remotely. Work from anywhere and enjoy the benefits of setting your own schedule.\n* You'll work 15-20 hours per week starting out. Hours are flexible depending on your availability. \n* This is an entry level position with support for growth and more hours.\n* You'll get paid $10.00-$15.00/hour depending on your skills and experience\n# The ideal candidate\nWe're open to hiring candidates with different backgrounds, experiences, and skills. If you're talented, self-sufficient, and ambitious you might be a great fit regardless of experience.\n\nThere are some attributes that are guaranteed to make you awesome at this:\n\n* You're a self starter, 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, and being able to write simply is a must.\n* You're tech savvy. You're able to 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\nPlease mention the words **INSECT ROTATE VIRTUAL** when applying to show you read the job post completely (#RMy4xMzUuMTk0LjIwMw==). 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 — $15,000/year\n
\n\n#Location\nAmericas
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When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
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 (#RMy4xMzUuMTk0LjIwMw==). 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
# How do you apply?\n\nPlease email your cover letter and Resume to [email protected]
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When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
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