Customer Success Representative

Proposify; Halifax; Remote; CAD 40,000 - 80,000; Full time

Job summary

Join an innovative company that is reshaping proposal management! As a Customer Success Representative, you'll play a vital role in ensuring customer satisfaction and retention. This position involves providing exceptional support, troubleshooting technical issues, and gathering customer feedback to enhance our services. With a fully remote work environment, you can thrive in a flexible setting that values your contributions and encourages personal growth. If you're passionate about technology and enjoy helping others succeed, this is the perfect opportunity for you!

Benefits

Competitive market based salaries

Paid health benefits

RRSP matching program

Generous Paid Time Off Policy

Free online fitness and wellness courses

Flexible working hours

WFH Stipend

Qualifications

• Recent experience in a customer support role is essential.
• Clear communicator with empathy for customer issues.

Responsibilities

• Provide excellent customer support via email, chat, and phone.
• Troubleshoot user problems and resolve technical issues.

Skills

Customer Support

Communication Skills

Problem Solving

Empathy

Technical Troubleshooting

Education

Experience in Customer Success or Support

Experience in a Startup or Tech Company

Tools

Salesforce

HubSpot

Zapier

Job description

About Proposify

At Proposify, we're revolutionizing the way businesses create and manage proposals. Our innovative platform streamlines the proposal process, helping teams craft compelling, professional proposals that close deals faster and with greater success. We pride ourselves on fostering a dynamic, inclusive, and collaborative work environment where creativity and innovation thrive. As we continue to grow and enhance our offerings, we are looking for talented individuals who are passionate about technology and driven by the challenge of making complex processes simple and efficient. Join us and be a part of shaping the future of proposal management!

About The Role

The Customer Success Representative is an excellent communicator and an expert in all things Proposify. Reporting to the CSR Technical Specialist Manager, this role is key to fostering customer relationships that drive retention and loyalty.

Customer Success Representatives ensure customers are fully integrated into the platform and are making the most of the services provided. They actively identify areas for product improvement through feature requests and provide technical support with the goal to keep customers satisfied.

What You'll Do And Love Doing:

1. Providing excellent customer support: Understand how to efficiently respond to customers via email, chat, and phone/screen share, to maintain a high customer retention rate and high customer satisfaction levels.
2. Documenting customer interactions: Report to Bug and Product squads on common bugs, UX questions, and requests.
3. Troubleshoot and resolve user problems and technical issues promptly and effectively, escalating complex issues as necessary.
4. Investigate and resolve compatibility issues between our app and various integrations, including Salesforce, HubSpot, and Zapier, ensuring seamless functionality.
5. Monitor and maintain service level agreements (SLAs) for first response to customers.
6. Handle billing and subscription-related inquiries, including account management and payment processing.
7. Regularly run customer satisfaction surveys and gather feedback to continually improve the quality of our support services.
8. Educate users on product features, best practices, and industry-specific use cases.
9. Managing bug tickets and customer resolution responses.
10. Be a product expert: Offer internal support to other departments.
11. Stay up-to-date with product updates and industry trends to provide informed and relevant support.

What We'll Love About You

• Recent experience in a similar role;
• Love talking with people;
• Clear and concise communicator in both verbal and written mediums;
• A deep empathy for customers experiencing problems, and the ability to respond appropriately;
• Experience working in a startup or tech company would be an asset.

What You'll Love About Us

While Proposify world headquarters is in Halifax, Nova Scotia, we are a 100% remote company with employees working from all over the world. We’ve invested in all of the systems and tools that make remote work enjoyable, productive, and connected.

People feel empowered to do their best work and test out ideas. They don’t just ask ‘Why?’ but try ‘Why not?’ We are a team that embraces the new, the maybe, the unknown because we know that’s where growth lies; just beyond our comfort zone, just beyond what the experts say, and way beyond the way- we’ve-always-done-things.

Everyone is a leader in their role and has the autonomy and responsibility to contribute, to change, and to challenge. We don’t care how many hours people work, we care about the quality and impact of their work.

We get shit done. We get shit done fast. We are not a static company; we are moving forward and continually evolving to make things better for our business and the businesses of our customers. We have flex hours so employees can design their day to work when they’re most productive, and allow for time each day to spend with family and friends, take advantage of nice weather, focus on wellness, and pursue their hobbies and passions.

Some Of Our Benefits Include

• Competitive market based salaries
• Company provided paid health benefits from the day you start, paid entirely by Proposify
• RRSP matching program from the day you start with no vesting period
• Generous Paid Time Off Policy including: 3 weeks of vacation to start; paid sick leave; personal days; birthday leave, company-wide end-of-year holiday break
• Brightpass (free online fitness and wellness courses)
• Flexible working hours so you can do your best work when you are at your best
• WFH Stipend setting you up for success!

At Proposify, we value and celebrate the diversity of our team and welcome applications from racially visible persons, Indigenous peoples, women in non-traditional positions, persons with disabilities, and persons of the LGBTQ+ community.

***Take note that given the holiday period - selected applicants will only be contacted in the new year***