Remote Customer Success Specialist, Tech Support

Summary

Join our team at SimpliSafe as we relentlessly pursue our goal of ensuring everyone feels safe in their own home. As a Customer Success Specialist, you'll be the first point of contact for customers seeking support, delivering exceptional support, educating and empowering customers, driving innovation, gathering insights, and staying informed.

Requirements

• Experience: 2+ years in customer service or technical support, with a proven ability to resolve inquiries effectively
• Technical Know-How: Strong understanding of consumer electronics, especially in home security systems
• Agility and Curiosity: Eager to learn new products and features, with a keen interest in technology and home security
• People Skills: Approachable, empathetic, and a good listener, with strong oral and written communication skills that allow you to engage comfortably with both individuals and groups
• Inclusivity and Team Spirit: Ability to contribute to an inclusive environment by respecting differences and fostering curiosity among team members
• Customer-Centric Attitude: A genuine passion for helping others, backed by knowledge of customer service metrics (NPS, CSAT, QA, oFCR)
• Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS

Responsibilities

• Deliver Exceptional Support: Provide top-notch phone and chat assistance, resolving inquiries quickly to achieve first-call resolution and high customer satisfaction
• Educate and Empower: Help customers understand their systems by providing clear, actionable troubleshooting guidance
• Drive Innovation: Collaborate with teams across the organization to identify opportunities for process improvements that enhance the customer experience
• Gather Insights: Collect and analyze customer feedback to inform product development and service enhancements
• Stay Informed: Keep up with product updates and industry trends to ensure you’re providing the best possible support

Benefits

• Competitive Salary: $20 - $21/hr
• Flexible Hybrid Schedule with Shift Differentials for Nights & Weekends
• Paid Time Off: Enjoy paid holidays on Christmas Day, New Year’s Day, and Thanksgiving, plus additional floating holidays
• Health Benefits: Comprehensive medical and dental coverage to keep you and your family healthy, along with an Employee Stock Purchase Plan to help you invest in your future
• Career Development: Ongoing training and growth opportunities to advance your career