Customer Support Representative

Summary

Join Perspective, a fast-growing, bootstrapped marketing platform company, as a Customer Support Specialist. You will play a crucial role in ensuring customer satisfaction and contributing to our continued success. This fully remote position within Europe offers significant responsibility and impact. You will handle customer inquiries, analyze feedback to improve products and processes, and contribute to knowledge base expansion. We prioritize personal and professional growth, providing excellent equipment, a remote work budget, and team-building opportunities. If you are passionate about online marketing, possess excellent communication skills in German and English, and thrive in a remote environment, we encourage you to apply.

Requirements

• Know how customers expectations and wishes have to be answered in chat conversations from beginner to advanced questions
• Always go an extra mile for best customer experience development and think customer and software first
• Have a strong passion for online marketing
• Handle customer inquiries with an excellent communication strategy and style
• Be good at finding, running and finishing projects
• Be able to organize your day and prioritize tasks
• Share constructive feedback and be open for feedback
• Understand and identify customer needs we don't fit at the moment and forward potentials to the team lead
• Have excellent communication skills in German (native) and English (fluent)

Responsibilities

• Answer customer requests, handle bug issues and investigate on the customers account about problems
• Categorize and analyze insights from conversations with customers to improve our products and processes
• Identify potentials for a better customer journey and self service
• Maintain and expand articles, bots, the knowledge library and auto replies to achieve fast but qualitative support
• Take responsibility for own projects and ensure it is completed within a quarter to improve support service
• Participate in customer onboarding calls if needed to ensure a smooth start with our product

Preferred Qualifications

• Have technical knowledge of marketing tools (e.g., Facebook Ads, Google Analytics, Zapier, email tools) and social media
• Have a technical background or experience in tech support

Benefits

• Remote & Freedom | We strongly believe that every work environment needs to be ideal and fitted to the person. For this very reason, all our team members work remotely – in their own much needed way. That’s how we can ensure that all our talents have much freedom to create the best results possible
• Responsibility, Ownership & Impact | At Perspective, all our team members have a voice. We value every opinion and encourage all to speak their mind. Only with team effort, we can create something great. We believe in our team and therefore, give them much responsibility. Even if we fail, we learn from it, get back up and continue to succeed. It is part of the game and we know it
• Personal & Professional Growth | Your development is our priority. With our intensive onboarding, feedback talks and trainings, we foster your personal and professional development. One of our core value is “Keep Growing” which we portray in everything we do
• Best Equipment & Remote Budget | Our company is build on the USP of quality and we want to keep it that way. To keep up the quality, we only provide the best equipment to our team: For example, every new team member receives an Apple MacBook Pro for their work and a monthly remote working budget
• Team Events | We know working solely remotely can make it difficult to build a strong team spirit. However, at Perspective we focus deeply on team building by hosting various team events throughout the year. We understand the need of interaction face-to-face and strongly encourage it
• Cordial & passionate team | Last, but not least, we are the most cordial team you can imagine. We love working together, respect each other and always value each others opinions. We care deeply about our team members and are always down for a good virtual after work hangout