Customer Advocate, Level One Support

Summary

Join Maze, a Series B-funded startup building the future of product research for modern teams, as a Customer Advocate on their Level 1 Support team.

Requirements

• You’ve demonstrated customer support experience, preferably in a SaaS B2B setting
• You possess excellent written and verbal communication skills
• You're a natural-born evangelist with infectious enthusiasm
• You possess empathy and patience when dealing with customers facing challenges
• You have the ability to think on your feet, learn a complex product inside and out, and discover creative methods to resolve customer issues
• Your analytical and problem-solving skills are strong and you are able to identify and resolve customer issues
• You are comfortable following logical troubleshooting steps and escalating issues as needed
• You have a basic understanding of computer systems, software applications, and hardware components
• You have at least 2 years of experience with modern ticketing, customer engagement, and CMS solutions within customer service environments (Zendesk, Help Scout)
• You have the ability to navigate and use relevant software tools for customer support
• You are able to manage time effectively and prioritize tasks in a fast-paced support environment

Responsibilities

• Serve as the global frontline coverage for all incoming customer requests
• Directly respond to and engage qualified customer inquiries and requests; this is inclusive of identifying and understanding customer problems, concerns, or technical issues reported, and gathering relevant information to assist in resolution
• Effectively communicate technical information in a non-technical manner to ensure that customers understand the solutions or steps provided
• Follow established support processes and procedures to maintain consistency in customer interactions and issue resolution
• Escalate qualified issues to other departments within Maze
• Collaborate with Level 2 and other relevant teams when issues exceed the Level 1 support scope or require advanced expertise
• Develop, author, and maintain internal and customer-facing product or process documentation
• Provide basic training or educational information to customers to help them better understand and use Maze
• Share industry best practices on web/mobile design tools with clients

Preferred Qualifications

• Previous Maze experience and familiarity preferred
• You have prior knowledge of design practices (UI, UX, research, user testing)
• Experience working with one or more of the following prototyping tools: Figma, Adobe XD, Sketch

Benefits

• Health insurance with international coverage, vision, and dental: 100% of the team member premium paid
• Free access to proper mental health care, unlimited virtual therapy sessions (with a human) and 24/7 access to resources
• Life and Disability Insurance, 100% of the team member premium paid
• Flexible time off
• Meaningful equity
• Company retreats, fully paid for by Maze
• New MacBook (laptop), paid for by Maze
• Paid Family leave: 16 weeks for birth or adoptive parents
• $500/month to be used for dependent health insurance coverage
• $1,500 remote work setup fund to ensure you can set up a productive work space
• Flexible work schedule where you manage your own working hours
• Monthly Bonus.ly points that are awarded to others to recognize teamwork, dedication and helpfulness - points can be cashed out for gift cards and more
• Virtual social engagements randomly throughout the year
• SWAG, we have some really cool swag
• Open, transparent culture that includes virtual: coffee chats, bi-weekly all-hands meetings, and more