Customer Experience Associate

Summary

Join Firstbase's Customer Experience team as a Customer Experience Associate and be a driving force in delivering unparalleled customer experiences to those invested in remote work. You will work remotely, assisting customers in optimizing their Firstbase experience, resolving queries, and acting as a product expert. The role involves creating support materials, collecting user feedback, and identifying areas for operational improvement. Firstbase offers market-rate salaries, a home office setup, insurance benefits, and a supportive team environment. This position requires a BA/BS degree, 2+ years of customer support experience, excellent communication skills, and proficiency with help desk software. Onboarding includes comprehensive training and shadowing.

Requirements

• BA/BS degree or similar university education
• 2+ years experience as a Customer Support Specialist in e-commerce, B2B, logistics, SaaS, Direct-to-consumer role and/or in digitally native brands
• Ability to work quickly and independently with excellent time management skills
• Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills
• Experience using Zendesk, Jira and/or other help desk software and remote support tools
• Ability to adapt to new tools and technologies

Responsibilities

• Respond to and resolve customer queries and other inbound/outbound requests in a thoughtful, timely and accurate way - via email
• Act as a process and product expert, being able to quickly and accurately consult users on best practices and how Firstbase operates
• Create and maintain customer-facing FAQs, videos, and other support materials in our Help Center. Strive to empower customers to help themselves
• Collect and share user suggestions, as well as pain points, directly with the rest of the company (particularly our Product and Operations teams)
• Identify areas of operational improvement within the CX team as well as the overall organization. Feel and be empowered to make those improvements

Benefits

• Market-rate salaries
• A home office (via Firstbase)
• Insurance benefits
• Remote position that can be done from almost anywhere