Customer Advocate

Summary

Join SingleOps, a leading provider of business management solutions for the green industry, as a Customer Support representative. In this remote role, you will be the primary point of contact for our clients, providing prompt and professional support via various communication channels. You will assist customers with product-related questions, troubleshoot technical issues, and contribute to the development of customer support resources. This position requires 2+ years of experience in customer support, preferably in a B2B SaaS or technology company, along with strong communication and problem-solving skills. SingleOps offers a collaborative and supportive work environment, along with a comprehensive benefits package including health insurance, 401k matching, unlimited PTO, and a professional development stipend.

Requirements

• 2+ years of experience in customer support, preferably in a B2B SaaS or technology company
• Post secondary education in business administration or IT related field
• Strong communication skills, both written and verbal, with the ability to articulate technical concepts clearly and effectively
• Excellent problem-solving skills and the ability to think critically and analytically
• Demonstrated ability to work effectively in a fast-paced environment
• A passion for customer service and a commitment to exceeding customer expectations
• Ability to work independently and as a part of a team, with a positive attitude and strong interpersonal skills

Responsibilities

• Respond promptly and professionally to customer inquiries via email, phone, live chat, and other communication channels
• Assist customers with product-related questions, technical issues, and troubleshooting, providing clear and concise instructions and solutions
• Contribute to the development of customer support resources, such as knowledge base articles, FAQs, and tutorials to empower customers to self-serve and mentor new team members
• Develop deep knowledge of the products & integrations and industries we serve to become a resource to customers and other internal teams
• Uphold company policies and procedures while delivering exceptional customer service, ensuring fast response times and great customer satisfaction and retention
• Accurately document relevant information from interactions with clients and maintain data hygiene throughout daily correspondence

Preferred Qualifications

• Troubleshooting and working with Zapier integrations
• Ability to communicate in Spanish or French
• Experience in using tools like Salesforce and Zendesk
• Any QuickBooks related working knowledge
• Experience supporting cloud hosted software

Benefits

• We prioritize your well-being with comprehensive health, dental, and vision plans for you and your family
• 401K Matching!
• We also offer additional options for HSA (with employer contribution!), FSA, Dependent Care FSA, short-term/long-term disability, life insurance, legal assistance, and much more!
• With a $1,000 annual professional development stipend, we invest in your growth through conferences, courses, or any tools that help you advance
• Enjoy a great work-life balance with unlimited Paid Time Off, paid company holidays, and a company-wide shutdown from Dec 24 - Jan 1 for a well-deserved holiday break