Customer Support Executive
Location: Remote EMEA
Timezone: CEST / BST
Self-funded, profitable company with a fully remote team of around 80 individuals who prioritize autonomy and impact. They have a strong focus on startups and small to medium-sized businesses (SMBs) and have been developing a CRM solution since 2013. Their CRM aims to streamline communication without the need for manual data entry or a complicated user interface, with the ultimate goal of doubling the productivity of sales representatives. They are currently looking to hire a Customer Support Executive to enhance their customer service.
As a Customer Support Executive in this position, you will play a crucial role in addressing customer inquiries, resolving technical issues, and upholding the customer support philosophy. This role demands a high level of autonomy and immediate responsibility, with the primary focus on managing the support ticket queue. This queue includes handling general customer inquiries, as well as troubleshooting system and integration issues, and providing more technical API support. Our approach to customer support is consultative, aimed at guiding customers to effectively utilize our product.
In addition to queue management, you will lead individual projects and initiatives as needed. Our team operates as a small, collaborative, and fast-paced unit, where members work together to find solutions, support each other's growth, and are passionate about problem-solving. Effective time management, communication skills, and collaboration are essential in this fully distributed work environment.
- Based in the BST/CEST time zones.
- Proficiency in the English language, both written and verbal.
- Experience working with remote teams globally.
- Minimum of 2 years of experience in a customer-facing support role within a technology company.
- Familiarity with the SaaS and CRM landscape, with potential experience in other sales platforms and integrated software.
Additional Skills (Bonus):
- Technical or coding experience, including VoIP, email, network management, APIs, etc.
- Addressing customer support tickets via email and occasionally taking support calls during Western/Central European business hours (BST/CEST).
- Becoming an expert on our product, including its features, integrations, and capabilities.
- Escalating issues to senior support staff and engineering when necessary.
- Monitoring and identifying fraudulent activity among new user sign-ups.
- Managing billing changes, updates, refunds, or credits.
- Identifying and documenting system bugs for resolution by the engineering team.
- Collaborating with the Customer Success team to provide additional support to larger customers.
- Maintaining help center documentation and creating content for new and updated features.
Tools We Use:
- Help Scout
We are a 100% remote company with a diverse and global team. Our culture emphasizes trust, autonomy, and the freedom to create a sustainable work environment. We prioritize productivity, quality, and impact over tracking hours and encourage asynchronous communication and collaboration. We are a community of talented individuals hailing from over 22 countries, united by a shared commitment to excellence and customer success.
Our Hiring Process
Our hiring process promotes fairness and equity, with a series of questions designed to assess candidates' qualifications. Each application undergoes two screenings by different reviewers, and we ensure all applicants receive a response regarding their candidacy.