Customer Advocate

Summary

Join Togetherwork as a Customer Advocate and provide exceptional support to our clients using our SaaS software. You will coach customers on software usage, offer creative solutions, and help them choose the best subscription level. This role requires strong communication, problem-solving, and empathy. You will collaborate with a team, contribute to our knowledge base, and escalate complex issues. Flexibility to work an 8-hour shift between 9:30 AM and 8:00 PM EST, Monday through Friday, is required. 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
• You are a great listener, and you keep your cool in stressful situations. You are willing to stay on the phone longer than might be necessary. If someone is frustrated, you don’t escalate with them. You remain in control while building rapport through your kind nature and willingness to understand another’s perspective
• You adapt to changes quickly. This is a fast-moving software company that releases significant product changes every three weeks. You take the initiative to master the product and are prepared to help a customer navigate changes that affect them. If a critical bug is disrupting Support, you don’t freak out. You adjust your routine to better serve the customer while ensuring our team stays focused and on-task together
• You take initiative and don’t wait to be told exactly how to do something or respond. We trust our team to do what is in the best interest of the customer, and you are often the source of determining what is best. Your hands aren’t tied just because you don’t see it in writing
• You go above and beyond what the customer is asking and anticipate what they might want to know next. You take note of what features they are using incorrectly and coach them on features they could be using to grow their business and revenue
• You are a natural problem-solver. You don't have to see things in black and white. You not only love the challenge of ambiguity, you thrive on it. You think critically, can quickly spot trends that are not always visible on the surface, and take what you learn from one support case and apply it to the next. You 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

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform