Customer Support Representative

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Manage a queue of customer inquiries, participate in phone/video calls as necessary, resolve issues, escalate carefully, and craft clear, friendly responses.

• Achieve proficiency in Guidebook’s Builder CMS and its wider product range.

• Recognize trends in customer experience and highlight opportunities for enhancement to the Product and Engineering teams.

• Keep an eye on the queue for critical issues during assigned weekends.

• Enhance AI tools by assessing responses, updating documentation, and offering feedback.

• Foster collaborative relationships across Customer Success, Sales, Product, and Engineering teams.

• Convert customer issues and insights into practical recommendations.

• Act as an EDU domain expert and consultative advisor to promote customer success.

⛳️ Requirements

• A minimum of 1 year of professional experience in SaaS support, customer success, or a similar customer-facing position.

• Excellent written and verbal communication abilities.

• Strong attention to detail and organizational skills.

• Superior time and task management skills across various systems and tools.

• Proficient in collaborating with a remote team operating across different time zones.

• Experience with Zendesk, Fin (Intercom), Claude, Slack, Jira, Salesforce, and any modern CMS is beneficial but not mandatory.

• Knowledge of the events industry or higher education sector is advantageous but not essential.

• Submission of a resume, cover letter, and a video lasting no more than 5 minutes is required with the application.

🏝️ Benefits

• Fully covered benefits: medical, dental, and vision.

• Short-term and long-term disability coverage.

• Unlimited vacation policy.

• 401(k) plan with matching contributions.

• Stock options available.

• Fantastic company culture and enjoyable virtual gatherings.

• A MacBook and accessories to ensure a comfortable work-from-home experience.

• Exciting annual company retreats.