Senior Customer Care Associate - Remote

Overview

The Senior Customer Care Associate is a trusted advisor for our customers and internal team members. You’ll support our largest customers by providing a consultative approach to solve complex customer issues, while also building trust and relationships. You’ll act as an extended branch of the Customer Success team, supporting smooth transitions with internal stakeholders, such as, Customer Success Managers and Customer Onboarding Managers.

The Senior Customer Care Associate is a proactive and compassionate go-getter. You have a strong foundation of product and process knowledge and will be an internal resource driving efficiency across the team. Successful team members take ownership supporting tiered customers and act quickly to prioritize their needs. You are obsessed with giving our customers the best experience possible while meeting them where they’re at with prompt replies, live zoom support, and solutions that work.

In Short

• Support our customers
• Provide quality support through live chat, email, and video calls
• Act as an extended branch of Customer Success
• Partner effectively with cross-functional teams
• Identify when to work with cross-functional partners
• Assist with escalated conversations
• Be a leader on the team
• Mentor new team members
• Excel at individual team productivity and quality metrics
• Participate in team meetings and trainings

Requirements

• Self-starter dedicated to solving problems
• Recognize how to prioritize based on urgency
• Work well with cross-functional partners
• Obsessed with learning the product
• Proven ability to spot trends
• Consistently meet and exceed productivity metrics
• Located in the Central or Mountain timezones

Benefits

• Medical, Dental, and Vision insurance
• Life, AD&D, and Disability Insurance
• Paid Time Off including holidays and sick time
• 401(k) retirement plan
• Learning & Development Budget
• Wellness Apps
• Paid Parental Leave
• Internet and Phone Stipend
• One time WFH Office Set-Up Stipend
• Sabbatical Program