This is a unique opportunity to be the first non-technical team member of a rapidly growing small business.
You’ll take over for the CEO in handling all aspects of customer support, onboarding, and prospective customer demos and calls. You get to help define the processes and tools we use, build out our knowledge base, and work directly with the CEO to make our product and customers’ lives better.
There is a lot of room for growth in this role. Depending on what your interests are, there may be bits of marketing, design, testing, or other aspects of the business that you can get exposure to. Our current support load varies day-to-day, so we would want to work with you to find the best use for the rest of your working time. Let us know what you think you would be interested in.
We’re a waitlist and reservations app that restaurants and other businesses use to notify their guests when their table, food, doctor, order, or whatever else is ready. Most of our customers are 1-5 location restaurants, though our biggest customers are in retail, personal care, and health.
We’re a self-funded, profitable software-as-a-service business that believes “full time” should be 30-35 hours a week. We’ve previously done the venture-backed startup thing, and that’s not what this is. This is about building a sustainable business that delights customers and provides a great quality of life for employees.
Although this will start out as a part-time/contract job, there is the potential for this to turn into a full-time role.
What you’ll do
- Respond to inbound requests and inquiries through telephone, email, and live chat
- Provide online training and walkthroughs via screen share to new, existing or prospective customers
- Create and update Knowledge Base articles and email response templates
- Help implement a new help desk system (Help Scout)
- Stay up to date with product knowledge and be able to answer all questions about the application
- Contribute to our development roadmap by identifying opportunities for improvement and new features based on customer feedback
- Share ideas and contribute to the discussion of future projects with the CEO
What you need to be successful
- A strong sense of ownership. You’ll be our first customer success team member, so you’ll own this area end-to-end. Taking responsibility for your own work is essential. We are not micro-managers and need to trust in your work.
- Ability to prioritize. It seems like there’s always too much to do, so figuring out what’s most important and doing it first is key.
- Well-developed customer service skills. It should go without saying for this job, but putting the customer first, being friendly, helpful, and a good listener are key!
- Strong written and verbal English communication skills.
- The capacity to think on your feet. Our app can be used in lots of different ways, so when a customer tells you what they’re trying to do, coming up with how our app can support them in real-time is essential.
- An attitude of continual learning, development and openness to feedback.
- Experience in the software and technology space (ideally providing support or customer service).
- The ability to work remotely. In addition to the ownership and ability to work independently, you’ll also need to have access to a good computer, fast and reliable internet access, and a good working environment (free of distractions or other responsibilities).
Also, although we want to be flexible, the ability to have a relatively consistent schedule so we can manage hand-offs on support would be helpful.