Customer Support Specialist (Americas)

14 октября 2021    34
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Time zones: EST (UTC -5), CST (UTC -6), AST (UTC -4)

Who We Are

Float, the world’s leading resource planner, is looking for a Customer Support Specialist to help our customers located within the Americas region (~GMT-5) succeed and gather feedback on how we can improve.

We’re a team of people living our best remote work lives. From New York to Melbourne, Canada to South Africa - our team of Engineers, Product Managers, Marketing and Customer Success folks work asynchronously to help teams plan and manage their time better. Float is self-funded, profitable, and growing. If you’re a self-starter, aligned with our values, and are looking to join a team that’s passionate about helping others work and live more productively, we want to hear from you. Here are a few tips from our CEO to make sure your resume stands out from the crowd.


Who We’re Looking For

We are looking for someone who’s at their best when helping others succeed. You’ve had previous experience supporting SMB and mid-market customers for a software service. You are an excellent communicator, and you know which medium to use to provide the most effective support, whether it be a written response, a quick phone call, or screen share.

You may have previous experience working for a creative agency, studio or firm and know first-hand what problem Float is solving.

We expect that the successful candidate has had experience in the following area
  • Responding to inbound customer requests using live chat
  • Using video, screen share, voice or email to solve customer issues effectively
  • Excellent written and communication skills, having previously contributed to knowledge bases and support content
  • Routing leads to a Sales team based on a set of qualifying data points and questions
  • Support tools like Intercom (preferred, we use it), Zendesk or Help Scout
  • Basic technical knowledge. You know where to find the Developer Tools in a browser, and know what APIs are typically used for
For this role, you’ll require great internet and peaceful surroundings for taking video or audio calls. You’ll need to be available between the hours of 9am-5pm CT Monday-Friday.


What You’ll Do

You will be our first responder to inbound customer requests in the Americas region providing full-cycle support and lead qualifying for our Account Managers.

Your days will be filled responding to inbound live chat and email messages from new and existing customers. You’ll support them by educating them on the value of our features and plans, troubleshooting issues, and above all, understanding their needs and challenges, and how we can best solve them.

You’ll find creative ways to respond, whether it be a rapid-response live chat, Loom video recording, or scheduling a call. You’ll find small ways to delight our customers (your gif game is strong).

In your downtime, you’ll work on enhancing the self-serve options for our customers, from our Loom video library to our FAQ content and internal knowledge base.

As the voice of our customers, you will play an important role in communicating customer feedback themes to the broader organization.

This role does not have a revenue target. You’ll identify leads using a predefined discovery process to hand off to our Sales team. Our customers value fast and efficient responses, and your success in this role will be measured accordingly, including average inbound response times and customer survey results.


What We Offer

The salary for this role is US $83K USD.

We have a range of expanding and improving benefits and perks including:
  • Home office expense budget
  • Co-working expense budget
  • Health & Fitness budget
  • Annual team meetup
We’re a global company so we encourage people of different locations, nationalities, backgrounds and perspectives to apply. For those in the US, we pay 50% of your medical, dental & vision coverage, including partners and children. For those outside the US, as many of our team are, you will be hired as a contractor and will have access to the same great perks.


About Our Process

You can find a lot of useful information about our interview process and what it’s like to join our global team on the Float careers page.

We appreciate and understand the time and energy that goes into crafting a solid job application, so we thank you in advance for your interest in joining our team. Unfortunately, we are unable to provide individual feedback during the application stage due to the volume of applications that we receive.



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