Customer Advocate

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide customers in utilizing the software for their business requirements via phone calls, emails, and live chats, with a focus on phone support.

• Assist customers in expanding and managing their practices by providing innovative solutions and sharing insights with the team.

• Aid practice owners in selecting the most suitable subscription level and clarify the benefits of the software.

• Take ownership of work quality and ensure it meets established standards.

• Contribute to the knowledge base by creating tutorials and help documentation.

• Collaborate on unique cases using Microsoft Teams channels.

• Refer complex issues to the Senior Advocate Team for resolution.

• Utilize product knowledge to differentiate between bugs, improvement requests, and customer misunderstandings.

• Share expertise, support team objectives, and celebrate achievements.

• Quickly adapt to significant product updates released every three weeks.

• Proactively determine and provide optimal solutions for customers.

• Anticipate customer needs and guide them on features that can enhance their business and revenue.

• Employ critical thinking to identify trends, resolve unclear issues, and document findings in the Help Center.

⛳️ Requirements

• 1-2 years of experience in a customer-facing role, ideally in customer success, account management, or client services.

• A strong desire to develop a career in customer support and maintain long-term commitment to the team.

• Capability to collaborate effectively with cross-functional teams.

• Outstanding written and verbal communication, along with strong interpersonal skills.

• Empathy and a sincere passion for aiding customers in achieving success.

• Willingness to assist with weekend email responses as necessary.

• Strong problem-solving abilities and strategic thinking skills.

• Capacity to convey clear, detailed, and engaging instructions to customers.

• Ability to work swiftly and efficiently in a dynamic environment while maintaining composure under pressure.

• Demonstrated proficiency in problem-solving.

• Curiosity and enthusiasm for learning.

• High resilience and not easily overwhelmed.

• Must be authorized to work in the United States throughout employment without the need for current or future employer sponsorship, including OPT, STEM OPT, H-1B, or other visa classifications.

• Preferred: Experience in supporting customers in a SaaS environment.

• Preferred: Prior experience in a help desk or technical support capacity.

• Preferred: Familiarity with Zendesk and JIRA or similar ticket management software.

• Preferred: Previous experience within the massage and/or wellness industry.

• Preferred: Experience in a remote work setting.

• Preferred: Bilingual.

🏝️ Benefits

• Medical, dental, and vision insurance options.

• 100% employer-sponsored short/long-term disability coverage.

• 100% employer-covered Basic Life and AD&D insurance.

• 401(k) retirement plan with a 100% company match up to 4%.

• Flexible paid personal/vacation time based on mutual trust and accountability.

• 10 sick days per year.

• 10 company-paid holidays.

• 12 weeks of paid parental leave.

• Discretionary bonuses.

• Long-term incentives.

• Flexible paid vacation/personal time policy.