Customer Success Associate

DaySmart; United States; Remote; USD 45,000 - 60,000; Full time

Job summary

Join a leading company as a Customer Success Associate, where you'll deliver exceptional support to education providers and parents using innovative software. This role offers a chance to grow within a dynamic team, ensuring users have a delightful experience with our products.

Benefits

Medical, dental, vision benefits

401k plan with company match

Open PTO and paid holiday schedule

Flexible work arrangements

Qualifications

• 2+ years of experience in Customer Success.
• Ability to use online resources to find answers.

Responsibilities

• Provide high level, empathetic customer support via various channels.
• Conduct training calls and support calls.
• Work with Product, Engineering, and Design teams.

Skills

Customer Support

Communication

Problem Solving

Education

Bachelor degree or equivalent

Tools

Intercom

Job description

DaySmart supercharges experienced-based businesses with innovative, industry-specific software services that power customer and revenue growth. With thousands of partners worldwide and dozens of industry awards, we provide best-in-class solutions to accelerate their business.

Our Sawyer software is designed to simplify the discovery of children’s after-school and extracurricular activities. Through our two-sided model, we provide software solutions that help providers run and grow their businesses, while also offering a marketplace where parents can easily find kids’ activities in their area. This unique approach fills a gap in the recreation market that’s often overlooked. Join us in our mission to give every child the opportunity to discover their own love of learning.

Job Overview

The Customer Success team at Sawyer prides itself on delivering dependable and delightful support for our clients. Our clients include education providers who use Sawyer for Business as well as parents who make purchases on hisawyer.com. This is a great opportunity for a goal-oriented individual to join our exciting and fast-paced Customer Success team. This position reports directly to the Director of Customer Success.

Responsibilities

• Provide high level, empathetic customer support via email, phone, chat, and video-call
• Understand the expected functionality of Sawyer for Business and the Sawyer Marketplace (hisawyer.com) and communicate this e?ectively with provider-partners and parents
• Conduct training calls and support calls
• Become an expert on Sawyer products and manage day-to-day business inquiries (reporting bugs, logging feature requests, etc) and deliver detailed solutions to customers
• Prioritize and escalate support requests to your manager or the Account Management Team
• Work with our Product team, Engineering team, and Design team to integrate feedback from end-users into our products
• Communicate, collaborate and participate in team meetings and with other teams at Sawyer
  
  

Required Skills

• Bachelor degree or equivalent
• 2+ years of experience in Customer Success
• Must be able to work 9-5pm Eastern Time, Monday-Friday
• Access to a stable internet connection and a quiet place to work every day
• Relevant experience at a SaaS company and prior Intercom knowledge
• Demonstrated ability to organize and prioritize tasks
• Eagerness and interest to learn the ins and outs of the product and ability to operate with a “growth mindset”
• Consumer experience with e-commerce websites and apps (e.g. have bought something on Amazon.com and taken an Uber)
• Experience successfully de-escalating situations with frustrated customers all while providing ‘surprise & delight’ quality support and solutions.
• Ability to use online resources (e.g. a help center) to find answers to software questions and interest in building out your own staging account to test different scenarios in the product
• Proven ability to communicate clearly in writing, over the phone, and in-person / via video
• Cheerful, energetic and positive attitude
• Interest in building relationships with our Providers and as well as an interest in being part of the Sawyer team!
  
  

Salary

• The salary range for this role is $45,000 to $60,000 per year. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.
  
  

What We Offer

• Competitive salary and benefits including medical, dental, vision, HSA, FSA, and more!
• 401k plan with company match on your contributions.
• Open PTO and a generous paid holiday schedule.
• Supportive work environment with the flexibility to work where/how you want – in-office, remote, or hybrid.
• Opportunities to ensure you are always learning and growing.
  
  

How You Will Work

This will be a US based position. We offer flexible work arrangements including fully remote, in person or hybrid opportunities. For those looking to work in person, we have physical offices in the following cities:

• Ann Arbor, MI
• Scottsdale, AZ
• Wayne, PA
• Austin, TX
  
  

DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.

Please refer to DaySmart Privacy Policy to learn more about how we are committed to respecting your privacy and the security of your personal information.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Strategy/Planning and Information Technology

• Industries

  Software Development

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