Junior Customer Support Specialist

Summary

Join Process Street, a no-code workflow platform startup, as a Customer Support Level 1 Specialist! You will be the primary point of contact for customers, addressing inquiries via phone, email, and live chat. Your responsibilities include advising customers on software usage, tracking interactions in Salesforce, assisting prospects during trials, and conveying customer feedback to other teams. You will also contribute to the knowledge base, conduct product demos, and perform onboarding and account reviews. This role requires excellent communication skills and 1-2 years of customer support experience in SaaS. The position is based in Central or South America with a 9am-6pm EST schedule.

Requirements

• You have experience working directly with customers. At least 1-2 years of experience, preferably in SaaS
• You’re an excellent communicator. This includes written and verbal English. We’re a 100% distributed team, and writing is our primary method of communication. But you’ll be chatting with customers live too!
• You pay attention to the details. You know details matter, and you remember that everything you do can improve the customer’s experience in some way
• You’re obsessed with customer experience. You’re driven by creating an amazing customer experience. Added bonus if you have experience building and maintaining relationships with remote customers
• You have growth mentality. You have a self-motivated approach to learning and development
• Ability to work 9am-6pm EST

Responsibilities

• Respond to email, live chat, and phone inquiries from existing customers and prospects
• Advise customers on the best way to use the software to meet their needs
• Track customer interactions in Salesforce
• Assist prospects during their trial period to ensure they understand the product functionality
• Serve as a conduit for customers to communicate product and feature requests to Product Managers
• Assist our Customer Success Managers in dealing with large customers
• Contribute to the Support Knowledge-base
• Conduct product demos for prospects
• Conduct Onboarding and Account Reviews for existing customers

Preferred Qualifications

You love working with technology. We’re building it! This includes both web and mobile applications. Experience with Intercom and Salesforce is a plus!

Benefits

• Unlimited PTO policy – Most take 3-4 weeks, plus their major holidays, AND a company-wide week off in December
• Annual company offsite – We get together as a whole company annually as well as encourage and sponsor small group meetups so that you can meet your teammates face to face around the world
• Social time – We know human connections are what make teams strong. We regularly do coffee chats, game-playing, story-telling, house tours (only if you're comfortable), and more to build connections
• Equity for all full-time roles