Customer Experience Specialist

Summary

Join Keeper, a fast-growing company revolutionizing bookkeeping with its all-in-one tool, as a Customer Support representative. You will be the primary point of contact for our customers, providing fast and supportive online chat communication and maintaining accurate help center articles. Your responsibilities include answering inbound chat support requests, troubleshooting in-app errors, managing bug tickets, collaborating with other teams, and relaying customer feedback to improve the product. You'll need 1+ years of customer support experience, excellent communication skills, and familiarity with SaaS tools like Intercom and Salesforce. Keeper offers competitive pay and equity, comprehensive health benefits, unlimited PTO, and a $100 monthly wellness reimbursement.

Requirements

• 1+ years of experience doing customer support
• Energized by talking to hundreds of customers per week
• Naturally friendly and professional in both chat and email conversations
• Skilled at breaking down complex topics into simple, digestible explanations
• Always looking for ways to improve documentation and streamline processes
• Familiar with modern SaaS tools like Intercom and Salesforce
• Comfortable working remotely and collaborating across teams

Responsibilities

• Answer inbound chat support requests via Intercom
• Maintain Intercom-based help center articles to ensure information is always accurate and easy to understand
• Troubleshoot reports of in-app error messages and determine when issues need to be escalated to the Development team
• Create and manage bug tickets, act as liaison between engineers and customers, and set clear expectations for ticket resolutions
• Use internal tools to enable product features for customers
• Collaborate with our Operations & Billing teams to resolve customer billing questions
• Relay common sources of confusion to the CEO and CTO to make the product more intuitive
• Evaluate, create, and maintain customer feature requests

Preferred Qualifications

• Accounting or finance experience and/or a strong interest in learning the space
• High-volume chat support experience in a remote environment
• Understanding of ticketing processes, both customer-facing and internal
• General understanding of DNS processes and CNAME records
• Familiarity with email authentication standards like SPF, DKIM, DMARC, and protocols like IMAP/SMTP

Benefits

• Competitive pay and equity
• 401(k) plan available
• 100% sponsored health, dental, and vision insurance
• Unlimited PTO
• $100 monthly wellness reimbursement