Customer Support Representative

Summary

Join Beautiful.ai as a Customer Support Specialist and contribute to an exceptional customer experience. This role involves responding to customer requests, creating FAQs, and troubleshooting issues using Zendesk and other tools. You will need 2-3 years of experience in customer support within SaaS or startups, along with experience in Zendesk and Stripe. Excellent communication and empathy are crucial. Beautiful.ai offers a fully remote work policy, comprehensive benefits including health insurance, 401k, and paid parental leave, and a competitive salary.

Requirements

• 2-3 years of experience in a customer support role within the SaaS or startup space
• 1-3 years of experience with Zendesk or similar technologies
• 1-3 years of experience with Stripe or similar technologies
• Excellent communications skills - both verbal and written
• Able to empathize with customers and let them know you genuinely care about their issues; High ‘EQ’
• You’re able to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• You have an ability to explain complex issues in beautifully simple terms
• You’re a team player that can follow and lead as situations dictate

Responsibilities

• Respond to customer requests via ZenDesk (our ticketing system), identifying, researching, and communicating appropriate options for resolution in a timely manner
• Create reusable responses when possible, and author customer facing FAQs
• Inform customers about services available and assess customer needs
• Develop and maintain deep expertise in our product, as well as the underlying best practices that drive it
• Responsible for the timely reporting, escalation, and resolution of day-to-day operational problems
• Monitor various communication streams, direct and indirect, through all channels including email, live chat, and online ticket portal submissions

Preferred Qualifications

Fluency in languages other than English

Benefits

• Flexible vacation policy and a fully remote work policy
• 100% Medical/Dental/Vision insurance covered for the employee / 60%-65% covered for dependents
• Comprehensive 401K program
• FSA and Commuter Benefits
• Competitive Equity with a 4 year vesting schedule
• Life / AD&D and Disability Coverage
• Parental leave for birthing or non-birthing parents - specific to each state / 60% coverage under company secondary insurance for birthing parent