Senior Customer Support Specialist

AmpiFire; Washington (District of Columbia); Remote; USD 125,000 - 150,000; Full time

Job summary

Join a dynamic and supportive team as a Senior Customer Support Specialist. This role is pivotal in guiding users through our niche marketing platform, helping them achieve success in driving organic traffic. You'll provide exceptional support, coach users, and solve complex issues while advocating for their needs. This fully-remote position offers growth opportunities and the chance to directly impact our community. If you're passionate about customer success and thrive in a fast-paced environment, this could be the perfect opportunity for you!

Qualifications

• Proven excellence in support roles with a focus on critical thinking and empathy.
• Experience in guiding users to help them become self-sufficient.

Responsibilities

• Provide exceptional user support through email with professionalism.
• Coach users to fully utilize the platform’s features tailored to their needs.

Skills

Critical thinking

Customer coaching skills

Empathy

Complex issue handling

Self-sufficiency

Marketing knowledge

Impeccable written English

Job description

Are you passionate about guiding others toward success and solving complex challenges? Do you thrive in a fast-paced environment where critical thinking, empathy, and problem-solving are key?

If so, we’re looking for you to join our team as a Senior Customer Support Specialist for our niche marketing platform which focuses on driving organic traffic to businesses, helping small and medium companies stand out in a crowded online market.

You will play a pivotal role in helping our users leverage our platform to achieve their goals. You will be the go-to expert for advice, result analysis, and strategy coaching, ensuring that users maximize the value of our system while feeling supported every step of the way.

Key Responsibilities:

1. Provide exceptional user support: Handle customer inquiries and issues through email with professionalism and empathy.
2. Be an expert in our marketing services: Deeply understand the different types of services we offer and help our users make the best use of them.
3. Support potential buyers during sales webinars: Our team helps clear doubts and drive sales during public product presentations.
4. Coach users for success: Empower users to fully utilize the platform’s features by providing guidance tailored to their unique needs.
5. Solve complex issues: Tackle advanced user challenges with a problem-solving mindset, collaborating with internal teams when necessary.
6. Build relationships: Develop trust and rapport with users by demonstrating genuine care and understanding of their goals, and providing success-driving advice.
7. Advocate for users: Provide feedback to product and development teams to improve the platform based on user insights.
8. Stay informed: Continuously learn about platform updates and best practices to better serve users.

Qualifications:

1. Critical thinking: Analyzing situations, identifying root causes, and crafting effective solutions.
2. Customer coaching skills: Experience in guiding and teaching users to become self-sufficient and successful.
3. Empathy: A strong ability to reflect an understanding of the feelings of others, ensuring a supportive user experience.
4. Complex issue handling: Proven capability to manage and resolve multifaceted problems effectively and efficiently.
5. Self-sufficiency: Highly motivated and capable of finding information and solutions to address customer queries in a fast-moving environment.
6. Marketing knowledge (preferred): Understanding of basic marketing concepts (E.G. SEO) to more easily absorb our unique approach at generating organic traffic.
7. Impeccable written English: While our team is located all around the world, our audience is English-speaking.
8. Proven excellence in support roles: This is not an entry-level role. We are looking for the very best.

By joining us, you’ll immerse yourself in a dynamic, supportive team culture that rewards committed hard work with growth opportunities. You’ll enjoy the opportunity to learn and grow from a team of A-players, all while helping our brand reach new heights. Plus, you’ll have the unique opportunity to directly impact our active community, while enjoying a competitive remuneration package that rewards your valuable contribution.

Compensation:
$1,500 - $3,000 USD / month

This is a fully-remote contract position, you can work from anywhere! However, we are ideally looking for a candidate whose core work hours are during PST & EST time to match the rest of the team.