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Cloudsmith is hiring a

Customer Support Specialist

Customer Support Specialist

Boston, Massachusetts, United States
Product
Full time

Description Cloudsmith is looking for a Customer Support Specialist to join our team.
Reporting to the Director of Customer Success, you’ll use your expertise on the Cloudsmith platform to help customers with questions, feature requests, and bug reports. You’ll educate them about best practices with using the Cloudsmith platform and help them navigate our API and integrations.

Armed with this experience, you’ll be a liaison between the product team and our customers. Our customers have a strong voice in prioritizing our product development, and we encourage that dialogue through our support channels.

Responsibilities:

  • Become a Cloudsmith product expert
  • Help customers with questions, feature requests and bug reports and educate them on best practices for using Cloudsmith
  • Interact with customers both live and asynchronously
  • Contribute to a knowledge base of answers to product questions that can be used by the wider team
  • Work with customers to capture reproducible steps, and know when to hand over bugs to engineering for resolution
  • Bring customer feedback to the product team to help make the Cloudsmith platform even better
  • Bring a critical eye to each support interaction, leveraging metrics to help us improve operations as the business grows

In short, your qualities:

  • Smart.
  • Gets Things Done.
  • An Awesome Human Being.

Required:

  • Natural troubleshooting skills and strong technical aptitude
  • Excellent written and verbal communication skills in English
  • A genuine passion for making customers feel happy and understood
  • Tenacious work ethic and relentless attention to detail
  • Ability to multi-task and manage changing priorities
  • Customer support/service experience
  • Experience in technical support

Preferred:

  • Startup mentality
  • Progressive out-of-the-box thinking
  • Demonstrated project management experience with small projects
  • Experience using help desk and customer support software
  • Demonstrated project management experience with small projects
  • Ability to be a self-motivator that thrives in an ever-changing environment

Benefits:

  • 25 days annual leave + 8 optional bank holidays
  • Supplemental Health, Dental, and Vision insurance
  • Drug Prescriptions
  • Pension scheme
  • Flexible working arrangements
  • Sick day allowance
  • Birthday Day Off
  • Branded Merch!

About The Location We’re based in Belfast, Northern Ireland, but like us and the entire team right now, you’ll probably be fully remote, although our preference is for you to be within 1-2 time zones of UTC.

Equal Opportunity
We’re an equal opportunities employer who does not discriminate against age, sex, gender, pronouns, race, disability, pregnancy, marital or parental status, political ideology, creed, sexual orientation, or religious background, etc. Your ability and passion are infinitely more important to us.