Customer Support Representative

Summary

Join Karbon, a global leader in practice management software, as a Customer Support Representative! Provide technical support via video and chat, train clients on the platform, and ensure customer value realization within 90 days of purchase. Drive growth in existing customers by promoting platform features and increasing participation in free services. Maintain a strong understanding of the platform's value proposition and customer needs. Assist with customer-facing activities, including data updates and resource creation. Proactively identify and mitigate customer churn risks, developing repeatable processes. Provide valuable product feedback to improve the platform. Collaborate with internal stakeholders to ensure operational excellence and help expand the global support team. This role requires strong problem-solving and communication skills, experience with chat software, and a passion for helping businesses succeed.

Requirements

• 1-2 years of customer service experience
• Prior experience with chat / support software–i.e. Intercom/Zendesk/Salesforce
• Problem-solving skills
• BA/BS preferred and have a minimum of 1-3+ years of industry experience in B2B SaaS businesses, accounting professional services, training or education or customer support
• Have great communication skills to be able to explain complex concepts clearly and efficiently and give consultative advice to help customers grow their performance
• Have experience/passion for enabling businesses to grow and succeed
• Ability to learn modern customer enablement SaaS and servicing tools to better understand, manage, and support customers
• Have professional spoken and written English (fluency in other major languages is a plus but not required)

Responsibilities

• Provide support to customers in the form of video & technical chat support
• Training on the Karbon platform to drive client satisfaction
• Ensure that considerable value is realized by the customer on the platform in the first 90 days after sale
• Drive growth in existing customers after 90 days of the sale by ensuring they are fully able to use all of Karbon’s functionality by promoting awareness and adoption of the product
• Increase the participation in free service offerings such as the Getting Started & Onboarding webinar series
• Acquire and maintain a working knowledge of the value proposition of the platform as well as the existing and future needs of the customer
• Assist, as needed, in the completion of customer-facing activities including updating client data, updating support resources, and updating support videos
• Solve customers’ problems by building partnerships, driving product/feature adoption, and ensuring customers actualize the value proposition from their investment
• Be creative and adaptable in suggesting solutions to clients’ unique problems
• Accurately identify risk of customer churn and put value-add actions in place to mitigate possible churn
• Develop a repeatable process and methodology that can be followed by others as Karbon expands
• Champion the voice of the customer internally by giving product feedback to Product/Engineering in an effective manner for improvements and road mapping
• Partner with internal stakeholders including but not limited to vertical SME’s, technical solutions, sales, people/operations, finance, and legal to ensure operational excellence
• Help expand our global support team and processes
• Curious in the problems that we present, creative in your approach and ideation, and scientific in your hypothesis testing / fine-tuning / roll-out of your initiatives

Preferred Qualifications

Proficiency in Excel is a plus

Benefits

• Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents
• 15 paid time off days per year (which includes 5 Karbon Days per year)
• 7 Sick leave days per year
• Internet and work-from-home subsidy
• Discretionary bonus program
• Work with (and learn from) a very experienced team
• Be part of a startup team that will continue to grow around you
• Flexible approach to work environment (we believe in trust and autonomy)
• A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position