Customer Support Representative

ChurnZero, Inc; United States; Remote; USD 40,000 - 50,000; Full time

Job summary

ChurnZero is hiring a Customer Support Representative to join their renowned team. This remote position offers an opportunity to manage customer inquiries, resolve issues, and collaborate with various departments. Ideal candidates will have SaaS experience and be passionate about customer advocacy.

Qualifications

• 2+ years' experience in Customer Service/Support roles, preferably in SaaS.
• Ability to troubleshoot effectively and advocate for customers.
• Strong aptitude for learning software and data integrations.

Responsibilities

• Manage incoming support cases via email and Zoom.
• Investigate and resolve product bugs collaboratively.
• Provide accurate information and meet case handling targets.

Skills

Proactive problem-solver

Active listener

Empathetic communication

Organized

Strong diplomacy

Tools

Zendesk

Job description

Calling all Customer Support Representatives! ChurnZero is looking for a passionate, results-oriented individual to join our award-winning team. In this role, you'll learn and leverage an industry-leading customer growth platform to empower customers to increase revenue and retention, accelerate their impact, and deliver the best possible experience to their customers. Led by Chief Customer and Product Officer Abby Hammer, one of 2024's Top CS Strategists, you'll have a career-defining opportunity to join a team named 'Top Customer Success Team of 2024' and consistently celebrated for excellence in customer value and partnership by SIIA CODiE, Appealie Awards, and Customer Success Collective. Join the ChurnZero customer support team and become an integral part of the journey.

Job Title:Customer Support Representative
Classification:Non-Exempt
Reports to:Manager, Customer Support
Location:Remote, US-based
Target Salary:$40,000 to $50,000 base, $47-55k OTE

Responsibilities

• Manage the queue of incoming support cases via email and zoom if necessary to ensure friendly, timely, and effective resolution of questions and issues
• Investigate and resolve product bugs, alone and through collaboration with other ChurnZero teams
• Productively respond to customer feedback; offer creative alternatives and best practice guidance whenever possible
• Provide accurate and complete information to customers and to other ChurnZero team members leveraging your tools and resources
• Collaborate with Customer Success, Product Management, and Development on possible ways to improve ChurnZero’s product, services and processes
• Reliably meet personal and team case handling targets and SLA expectations
• Contribute towards the development of a strong team environment by being energetic, enthusiastic, and relationship-focused; eager to make a positive impact with customers

Qualifications

• 2+ years’ experience in Customer Service/Support roles, preferably at a SaaS organization
• Active listener, passionately communicative, and empathetic; able to put yourself in customers’ shoes and advocate for them when necessary
• Proactive problem-solver; confident at troubleshooting and able to investigate if you don’t have enough information to resolve customer issues
• Organized, articulate and reliable; strong diplomacy, tact, and poise when working through customer issues and escalations
• Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms
• Working knowledge of Zendesk strongly preferred

About ChurnZero

ChurnZero is the platform and partner for customer growth.

We provide game-changing software to understand, strengthen, and grow your customer relationships by connecting AI, analytics, and automation to the customer experience.

ChurnZero’s dynamic health and relationship scores, forecasting, reporting, trend tracking, and proprietary Customer Success AI tell you exactly what customers want and need, and why. Your team will be able to create hyper-personalized communications and strategic journeys at the touch of a button. Best of all, ChurnZero grows with your business, so you can increase revenue and retention, and succeed at scale.