Customer Success Representative

Summary

Join Jobber as a Customer Success Representative and be part of a team that empowers others. You will provide award-winning customer service to hundreds of thousands of users, using live chat, phone, and email. Your responsibilities include responding to inquiries, troubleshooting issues, maintaining high channel productivity, acting as a liaison for customer feedback, and participating in onboarding new users. You will also build a knowledge base of FAQs and document customer feedback. This role directly impacts the success of entrepreneurs who rely on Jobber. Jobber offers a transparent, fair, and supportive compensation structure, including a base salary, equity rewards, annual stipends, retirement savings matching, and an extended health package. Professional growth is also supported through a dedicated talent development program.

Requirements

• Be the ultimate people person! Whether you’re a barista at a coffee shop, a server in a popular restaurant, or a retail star - if you love working with people, you’ll be great in this position
• Be agile and adaptable to solve problems quickly. We’re growing fast and things are changing every day - both in our product and in our process. You need to be invigorated by this type of environment and be excited by a new challenge
• Be empathetic to our customers' journeys. Our biggest priority is to support our customers, so you need to be comfortable and confident diving into their issues and fill in your own knowledge gaps to better support them
• Be clear and effective in interactions with our customers over the phone. You should be confident in your verbal communication skills, being able to articulate information concisely and with a friendly demeanor will be crucial in addressing customer needs and resolving issues promptly
• Be able to craft professional and empathetic responses to customer inquiries via email and chat. Attention to detail and clarity in your writing will ensure our customers receive accurate and helpful information in every interaction
• Be curious. Asking questions and probing is essential in this role, and the key to being able to provide great customer service
• Be incredibly reliable for our customers and the rest of the success team. Being supportive is one of our company values, so showing up for your team and customers is number one
• Be resilient in the face of adversity. Not every problem will be simple to solve and not every customer interaction will be a positive one. Being able to overcome those moments and learn from them for next time is key
• Be confident with technology. You should be able to touch type to help you get through high-volume chats and be very comfortable navigating cloud-based software

Responsibilities

• Respond to inquiries that encompass the entire Jobber ecosystem from new and existing customers through live chat, phone, or email
• Troubleshoot issues or problem solve questions that customers may have about a feature, bug, or work flow
• Maintain high channel productivity across our different mediums
• Be a liaison for customer feedback to product and technical teams
• Participate in on-boarding new users and companies, support current customers, host webinars, reach out for feedback, and maintain our great documentation
• Build a knowledge base of FAQ’s and document all feedback and recommendations from our customers, ensuring the integrity of that data to help shape future decisions

Benefits

• Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind
• Your professional growth matters to us too! You’ll have access to a dedicated talent development program that includes career coaching and opportunities for career development
• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, retirement savings plan matching, and stock options
• A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential
• Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family