Customer Support Analyst - Remote

Overview

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

In Short

• Deliver exceptional service to customers ranging from small wealth advisory businesses to large financial services firms.
• Identify, respond, and resolve issues and questions raised by 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 on customer support operations and collaborate on customer-related initiatives.
• Implement and track key metrics like Client Health Score.
• Become an expert in all things Vanilla.

Requirements

• 3+ years of Customer Support experience.
• Proven results in driving positive customer experience.
• Strong interpersonal skills to form relationships with colleagues and customers.
• Ability to thrive in a fast-paced, high-growth environment.
• 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 (e.g. email, chat, phone).
• Bachelor's degree in Business Administration or equivalent.
• Knowledge of customer service principles and practices.
• Preferred proficiency in Google Suite and CRM tools, like Salesforce.
• Legally authorized to work in the United States without sponsorship.

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 coverage for employees and families.
• 401K eligibility after one month of employment.
• Budget for learning & development and home office setup.