Close is hiring a
Customer Support Executive

Summary

The job description is for a Customer Support Executive position at Close, a profitable and remote company that provides CRM services. The role involves answering customer questions, resolving technical problems, and leading individual projects. The candidate should have at least 2 years of experience in a customer-facing support role at a technology company and be based in an ET, CT, MT, or PT time zone.

Requirements

• Physically based in an ET, CT, MT, or PT time zone
• Highly proficient in the English language - written and verbal
• Experience working with remote teams from around the world
• At least 2 years of experience working in a customer-facing support role at a technology company
• Knowledge of the SaaS + CRM landscape

Responsibilities

• Respond to customer support tickets via email and occasionally take support calls during American business hours (ET, CT, MT, or PT)
• Become a Close product expert - gain a deep understanding of our product features, integrations, and capabilities
• 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 facilitate 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 more technical or coding experience - familiarity with VoIP, email, network management, APIs, etc

Benefits

• 5 weeks PTO + Winter Holiday Break with 2 additional PTO days for every year you’re 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)