Customer Care Specialist - Remote

Overview

The Customer Care Specialist is a key member of the Customer Care/Support team tasked with delivering an exceptional customer experience.

In Short

• Deliver exceptional service to all customers ranging from small wealth advisory businesses to the largest financial services firms.
• Identify, respond, and resolve issues and questions raised by Vanilla customers.
• Provide hands-on support to ensure ongoing customer happiness.
• Evaluate the criticality of issues and escalate problems to senior management.
• Help clients leverage Vanilla through functional and conceptual instruction.
• Work cross-functionally with Customer Success, Sales, Product, Engineering, and Operations.
• Provide feedback on optimizing support flows and tools.
• Report regularly on customer support operations and collaborate on customer initiatives.
• Implement and track key metrics like Client Health Score.
• Become an expert in all things Vanilla.

Requirements

• 3+ years of Customer Support experience.
• Experience supporting customers in SaaS platforms.
• Proven results in driving positive customer experience.
• Strong interpersonal skills.
• Thrive in a fast-paced, high-growth environment.
• A self-starter who thrives in a startup environment.
• Excellent written and verbal communication skills.
• Metrics oriented and customer satisfaction driven.
• Ability to manage multiple support channels.
• Ability to explain technical concepts to non-technical users.
• Associates or Bachelor's degree in Business Administration or equivalent experience.
• Knowledge of customer service principles and practices.
• Proficiency in Google Suite, Salesforce Service Cloud, JIRA, and Slack.

Benefits

• Flexible paid time off policy and 10 company-wide paid holidays.
• Parental leave, 4 weeks for all full-time employees.
• Medical, dental, and vision benefits for employees and their families.
• 401K eligibility after one month of employment.
• Free estate planning documents.
• Budget for learning & development and home office setup.
• Paid parking or transit for hybrid and in-office employees.