Binti is hiring a
Customer Support Advocate

Summary

Join Binti's Customer Support team as a Customer Support Advocate and contribute to delivering surprisingly great customer support to our customers. As a trusted guide to all user types, you will quickly understand user needs and resolve challenges via deep product expertise, high empathy, troubleshooting skills, excellent written communication, and determination to provide helpful information and answers.

Requirements

• Experience in a business customer facing role
• Able to work full time, 8-hour shifts Monday-Friday between 6AM- 7PM Pacific Time
• Strong work ethic, highly productive, able to handle a high volume of tasks
• High degree of emotional intelligence and empathy; able to build relationships with our child welfare and foster agency customers
• Persistent, positive, “can-do” attitude; determined to meet customers’ needs
• Exceptional attention to detail
• Ability to multi-task and adapt to a fast-paced environment
• Excellent verbal, written, and interpersonal communication skills
• Open to feedback, learning and improvement
• Self-motivated and capable of working independently, owning projects from inception to completion

Responsibilities

• Deliver outstanding customer support by taking incoming service calls, responding to email inquiries, and connecting with Binti users over live chat
• Develop and demonstrate deep empathy for Binti product users, share their caring and commitment to helping children experiencing child welfare
• Become a knowledgeable expert regarding Binti’s product features, advantages, and benefits; expanding your knowledge over time as Binti’s portfolio of child welfare solutions and features grows
• Advocate on behalf of the customer to other departments to ensure customer needs are met
• Pro-actively seek positive and constructive feedback about our products from customers and channel those insights to Binti’s product team
• Multi-task effectively, wearing many hats, helping in other areas where needed
• Create product troubleshooting guides to assist customers and teammates
• Provide recommendations and best practices for emerging opportunities that assist in achieving Binti’s organizational goals
• Meet and exceed Customer Support satisfaction goals as measured by metrics and key performance indicators
• Attend meetings and other company functions necessary to perform duties

Preferred Qualifications

• 2+ years experience in a customer success or customer support role for a technology company
• Personally motivated toward and fulfilled by helping to others
• Thrives in a technology start-up environment - fast pace, frequent change, considerable ambiguity and uncertainty
• Eager to learn - able to rapidly build command of technology systems and new features
• Proven track record of delivering measurable results
• Strong collaboration and team building skills
• Excellent, time management, organizational and planning skills

Benefits

• An above-market compensation package (salary + equity)
• Excellent medical, dental, vision, and life insurance - 99% of insurance premiums covered for you + your dependents
• Flexible vacation time to promote a healthy work-life blend
• 13 paid holidays; 11 federally observed holidays (including Juneteenth), plus Election Day and the day after Thanksgiving
• 16 weeks of paid parental bonding leave for the arrival of a newborn or newly placed infant
• Sick/mental health time separate from vacation days (accrue up to a cap of 160 hours)
• 4 weeks of sabbatical after 4 years of service at the company
• 401k, Commuter benefits, FSA, and DCSA with administration paid for
• $5,000 annual bonus for employees who volunteer as a CASA (court-appointed special advocates)
• $2,500 annual reimbursement for ongoing learning and development, with opportunities to attend trainings/conferences, on-site speaker series, and lunch and learns
• $300 reimbursement for virtual home office setup
• $50 a month remote work stipend to cover internet, electricity, home office setup costs or lunch/snacks with coworkers
• Paid jury duty