Customer Support Executive

Summary

The job is for a Customer Support Executive at Close, a profitable remote company that provides CRM services. The role involves answering customer questions, resolving technical problems, leading projects, and more. The ideal candidate should have at least 2 years of experience in a customer-facing support role at a technology company, be proficient in English, and be based in the BST/CEST time zones.

Requirements

• You’re physically based in the BST/CEST time zones
• You’re highly proficient in the English language, both written and verbal
• You have at least 2 years experience working in a customer-facing support role at a technology company
• You have knowledge of the SaaS + CRM landscape

Responsibilities

• Respond to customer support tickets by email and occasionally take support calls during Western/Central European business hours (BST/CEST)
• Become an expert in the Close product including features, integrations, and all capabilities of the software
• Escalate issues to senior support staff and engineering as needed
• Prevent and detect fraud. Conduct systematic and periodic reviews of new user sign ups to confirm that they’re enthusiastic Close customers and not malicious or fraudulent users
• Review and act on any billing changes, updates, refunds or credits
• Identify bugs in the system and outline them for our engineering team to resolve
• Coordinate with our Customer Success team to provide extra support to large customers
• Maintain help center documentation and create content for new and updated features

Preferred Qualifications

• Bonus points if you have technical or coding experience: This includes VoIP, email, network management, APIs, etc
• Bonus points if you possess professional proficiency German language skills

Benefits

• 5 weeks PTO + Winter Holiday Break with 2 additional PTO days for every year with the company
• 1 month paid sabbatical every 5 years
• Paid parental leave
• Medical, Dental, Vision with HSA option (US residents)
• 401k matching at 6% (US residents)
• Dependent care FSA (US residents)