Remote Customer Enablement and Support Specialist

Summary

Join our growing team as a Customer Enablement & Support Specialist and enable Sayge's customers to realize the full potential of their organizations while empowering their people to achieve personal and professional goals.

Requirements

• You have experience providing exceptional customer service in a contact center, retail, or other service environment (libraries, schools, medical facilities, etc.)
• You’re available to work full-time (40 hours per week) between the hours of 9AM –6PM in your local time zone (Monday–Friday, EST, Central, or PCT). You live and have legal authorization to work in the United States
• You’re comfortable running meetings for large groups of people and in smaller, one-on-one conversations with customers
• You’re resourceful and comfortable working with autonomy – you can find solutions to issues even when there is no clear path, or when you need to make a judgment call on your own
• You adapt to new processes and work with calm and precision while in a fast-paced, rapidly changing environment. (We’re a startup!)
• You’re comfortable with technology/computers and have excellent typing skills
• Your reading, writing, and communication skills are top-notch, and you’re good at keeping everybody on the same page when working with autonomy on a team
• You have a high level of understanding, patience, and empathy, and an ability to “write how you speak” (our customers expect human conversations more often than robotic, formal workplace emails)
• You navigate tricky conversations/interactions with professionalism
• You’re a quick learner and are confident in your ability to ensure that our privacy, confidentiality, and security practices are followed at all times in your work

Responsibilities

• Create and deliver updated (and, occasionally, customized) onboarding materials to new customers and their coaching participants
• Lead customer onboarding and participant kick-off calls when required
• Adhere to a daily schedule of answering customer queries via email (our primary support channel), live chat, and the occasional Zoom call
• Ensure customers receive a quick response by staying on top of your assigned tickets, with same-day ticket review
• Engage in empathetic conversations with end-users to identify and resolve issues, and create detailed, complete bug reports for our Engineering team
• Offer appropriate, needs-based solutions to customers
• Create and update Help Center documentation as we refine and create new features for the Sayge coaching platform
• Work cross-functionally with Product and Sales to create and deliver marketing materials for new products and features

Benefits

• Competitive salary range of $60,000 –$70,000 USD/year, based on experience and qualifications
• Potential variable bonus of up to 10% of base salary
• $1,000 WFH stipend
• A comprehensive benefits package, including: Health and Wellness: Access to premium health, dental, and vision plans
• Professional Development: Opportunities for growth and advancement within the company, plus access to learning resources to support your career goals
• Work-Life Balance: Generous paid time off, remote work flexibility, and parental leave