Customer Advocate

Summary

Join our team as a Customer Advocate! This role involves coaching customers on software usage, resolving issues via phone, email, and chat, and contributing to our knowledge base. You'll help customers choose the right subscription, identify and escalate complex issues, and collaborate with the team. Success requires strong communication, problem-solving, and empathy. Flexibility to work an 8-hour shift between 9:30 AM and 8:00 PM EST, Monday-Friday, is essential. Preference is given to candidates with SaaS experience.

Requirements

• 1-2 year of work experience in a customer-facing role, preferably in customer success, account management, or client services
• A desire to build a career in customer support and have longevity with our team
• Ability to work collaboratively with cross-functional teams
• Exceptional written and verbal communication and interpersonal skills
• Empathy and a genuine passion for helping customers succeed
• Willingness to help with weekend email answering when needed
• Strong problem-solving skills and the ability to think strategically
• Ability to remove barriers to understanding by communicating clear, detailed, and engaging instructions for customers to follow
• Ability to work quickly and efficiently in a fast-paced environment and remain calm under pressure
• Proven proficiency in problem solving
• Curiosity and a passion for learning
• High capacity/not easily overwhelmed

Responsibilities

• Coach our customers on how to best use the software for their business' needs
• Work out of a shared queue of phone calls, emails, and live chats, with a priority on phone support
• Help customers to grow and manage their practices; offer creative solutions for their unique business needs and communicate what you learn to the rest of the team to improve our software
• Help practice owners determine which subscription level is best for their business and clearly explain the benefits of using our software to grow their client base
• Own your work and ensure it's of the highest quality by checking it against our shared standards for excellence
• Contribute to our growing knowledge base of tutorials and help documentation
• Utilize a variety of MS Team channels for collaborating on unique cases with the rest of the Advocate team
• Escalate complex issues to our Senior Advocate Team
• Rely on your expert product knowledge to distinguish between bugs, requests for improvement, and areas of confusion for customers
• Share knowledge with the team, rally around shared team goals, and celebrate wins along the way
• Go above and beyond what the customer is asking and anticipate what they might want to know next
• Take note of what features they are using incorrectly and coach them on features they could be using to grow their business and revenue
• Document your findings along the way in our Help Center

Preferred Qualifications

• Experience supporting customers in a SaaS environment
• Previous experience in a help desk or technical support role
• Zendesk and JIRA or comparable ticket management software
• Previous experience working in the massage and or wellness industry
• Experience working in a remote role
• Bilingual

Benefits

• Employee Referral Bonus: This position is eligible for a $1,000 employee referral
• Salary Range US Remote: $40,000 - $44,000 USD per year