Qwilr is hiring a
Customer Support Associate

Summary

The job is for a Customer Support Associate at Qwilr, a company that provides a platform to create sales experiences. The role involves handling customer inquiries, issue resolution, maintaining customer communication, and performance monitoring and improvement. The position requires excellent command of English, empathy towards customers, problem-solving skills, clear routines, structure, and strong communication skills.

Requirements

• Excellent command of English
• Strong written and verbal communication skills
• Zoom/Video Chat experience
• Empathy towards customers
• Problem-solving skills
• Clear routines, structure, and strong communication skills

Responsibilities

• Handle customer inquiries received through HelpScout via email, live chat, and Zoom
• Perform initial troubleshooting and resolve common issues over Zoom and HelpScout tickets
• Keep customers informed of ticket status and expected resolution times
• Meet key performance indicators including initial response time, average response time, and customer satisfaction scores
• Participate in weekly team meetings to discuss common issues, share knowledge, and update processes

Preferred Qualifications

• Support experience, preferably B2B SaaS support experience
• Enthusiasm for training customers via written help and leading calls
• Comfortable leading group customer classes with an assortment of customers with live questions
• Proficiency in using support tools such as HelpScout, HubSpot, and Qwilr

Benefits

Email-only weekend support shifts on a rotating basis