Customer Love Engineer

Summary

Join Chili Piper, a B2B SaaS startup, as a Customer Love Engineer and become the voice of our customers, driving change and improving the customer experience. You will be responsible for resolving customer questions, mastering the Chili Piper product, guiding new customers through onboarding, and working closely with the product team to ship changes that enhance the customer experience. You will also be responsible for analyzing logs, replicating behaviors or bugs, and keeping an eye on critical issues. This role requires experience with CSS/HTML/Javascript & REST API's, support ticketing software, logs, APIs and endpoints, JIRA, and 3+ years in software (SaaS) customer support. Chili Piper offers a remote work environment, unlimited vacation, generous health insurance, annual professional development stipend, equity, and annual company retreats.

Requirements

• Personable, kind, and you love helping customers
• Curious, motivated, and you love problem solving
• A team player. You are very comfortable asking for help and always ready to help others
• A quick learner of complex concepts
• Experience with CSS/HTML/Javascript & REST API’s
• Experience with Support ticketing software (Zendesk, Helpscout, Intercom, etc….)
• Experience with logs (AWS, Google Cloud, Graylog)
• General knowledge about APIs and endpoints
• Experience with JIRA
• 3+ years in software (SaaS) customer support
• Experience guiding new customers through onboarding or implementation processes
• Proven ability to communicate complex workflows in simple, actionable steps
• Must be based within the Americas and willing to work PST hours

Responsibilities

• Learn how Chili Piper works and why our customers use it
• Shadow colleagues, learn best practices for what makes CP Customers successful
• Resolve customer questions in chat, email, and over zoom
• Master your knowledge of the Chili Piper product and have a deep understanding of how our customers use Chili Piper to achieve their goals
• Juggle customer conversations while maintaining five-star customer service standards
• Guide new customers through their first steps with Chili Piper via short onboarding calls
• Ensure timely and thoughtful follow-up through our support channels to help them see early value and stick with the product
• Work closely with customers and our product team to  help ship changes that reduce the number of product-related questions
• Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome
• Consistently set, deliver on, and exceed customer-centric objectives with meaningful outcomes
• Analyze logs to find specific incident events
• Replicate behaviors or bugs
• Keep an eye on critical issues and alert the engineering team

Preferred Qualifications

• Salesforce Admin Certified a plus
• Marketo, Hubspot, Pardot, or Eloqua certified a plus

Benefits

• Work with an immensely talented global team
• Work in a business that’s run fairly and transparently
• Competitive pay based on market rate wherever you live
• We lead by example--showing industry peers and leaders how to innovate, improve, and grow--while having fun
• Freedom and flexibility. We’re a 100% distributed team working from around the world, and we've been fully remote since 2016. Our team members can work from wherever they want in the world, as long as they show up on our weekly all hands meeting on Zoom
• Solve interesting problems. The software landscape has exploded. There are dozens of solutions for each problem. We want to be different. We come up with new angles on existing problems or invent better solutions to help companies with their sales and marketing. Then we turn these ideas into beautiful, smart software
• Autonomy and ownership. Working on a distributed team means you don’t have someone micromanaging you or looking over your shoulder to make sure you’re getting things done. We’re a team of do-ers who take full ownership for their results
• Be helpful. Our first value as a company is help. Help our customers be successful. Help our prospects get the right information and make the right decision whether or not it includes our products. Help our team members reach their full potential
• Unlimited vacation (and we do mean it, and we do take it!)
• Generous health, dental, and vision insurance
• Any equipment/software/tech that you need to do your job
• Annual professional development stipend of $2,000 USD
• Equity - all Pipers receive stock options
• Annual company retreat for a week of bonding and adventure (previous retreat locations include Paris, Morocco, Tulum, Iceland, Ibiza, and India!)