Customer Support Representative Remote Jobs

75 Results

+30d

Technical Support Specialist

OpenPhoneSan Francisco, Remote
Bachelor degreekotlinpostgresDesignswiftmobileiosjavaandroidAWSjavascriptbackend

OpenPhone is hiring a Remote Technical Support Specialist

OpenPhone (S18)
The new phone for business.

Technical Support Specialist

San Francisco, Remote / Remote
Full-time
About OpenPhone

OpenPhone is on the mission to build the world's best calling and messaging app for professionals and businesses. With over 10,000 paying customers already, we are aiming to be the #1 communications app for the 130 million professionals in North America.

Our founders are previous engineers and product managers at companies that have built software for over half a million businesses. We are backed by the industry’s best venture firms including Y Combinator, Slow Ventures, and Garage Capital, with an amazing list of advisors from Asana, Facebook, Google, and more.

About the role

Do you love helping customers?

Do you thrive in autonomous, fast-paced environments? Do you want to make a major impact at a high-growth startup?

As the Technical Support Specialist at OpenPhone, you’ll work autonomously to help troubleshoot and resolve tricky situations and product bugs. Alongside your team, you will work to assist hundreds of customers weekly, making sure they get the most out of using OpenPhone by answering any questions and troubleshooting technical issues.

You'll also collect product insights to help the engineering and design teams create the best product for our users. Here is a post about how we do it if you're curious. While your core responsibilities revolve around helping customers, you'll also work on projects to design and scale our customer experience team.

Here are some things you'll do

  • Support OpenPhone customers and prospects by answering questions via email, phone, and text (using OpenPhone, of course)
  • Identify problematic areas or inefficiencies in OpenPhone and make suggestions to features or copy to improve user experience
  • Become a product expert for all of OpenPhone's features and integrations
  • Gather relevant information for bug reports, diagnose and replicate customer issues, and escalate those issues to the engineering team
  • Provide technical assistance including account login issues, network connectivity issues, integration issues, and other product bugs
  • Translate customer needs and feature requests into recommendations for our product team
  • Create and update internal customer support documentation as needed

About you

  • We're hiring for a range of experience. Preferably, you have 1-4 years of professional experience. (Prior work experience at a startup is a plus!)
  • You have a Bachelor Degree or something you feel is equivalent
  • You've demonstrated skills and passion for troubleshooting technical issues resourcefully and with empathy
  • You have excellent problem-solving skills and love diagnosing and troubleshooting both known and unknown technical issues
  • You are a great communicator and have attention to detail
  • You have the ability to blend creativity, problem solving, and technical skills to support our customers
  • You can troubleshoot technical issues and are not afraid to get into the nitty-gritty
  • You are excited about being a part of an early-stage company and want to build alongside a team of passionate people
  • You're excited to continually improve and grow your skill-set, both inside the current role and grow beyond it
  • While you can be based anywhere in the world, most of our customers are in the US & Canada so the ability to work PST, CST, or EST hours is required for this role.

There's no such thing as a 'perfect' candidate. We're looking for an optimist with grit and determination, who is excited to face the challenges of a growing startup. OpenPhone is the type of company where you can grow, and we encourage you to apply to us even if you don't 100% match the exact candidate description.

About OpenPhone

OpenPhone is a new type of business phone. Our mission is to help people communicate better and be more productive.

We’re backed by Y Combinator and the best venture firms including Craft Ventures, Slow Ventures, Kindred Ventures, and others. We're serving thousands of businesses around the world and growing quickly. We take a lot of pride in providing an exceptional customer experience and a product people love. Our customers rated us #1 on all possible categories on G2 Crowd.

We're a distributed team working from San Francisco, Seattle, Ottawa, Moscow, Manila, Phoenix, and Sydney.

We are committed to creating an inclusive workplace that values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Technology

Backend: Javascript, Node, Serverless, AWS, Postgres

Front-end: React, React Native, Swift, Java, Kotlin

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+30d

Customer Support

AshbySan Franciso or Remote
postgresDesigngraphqltypescriptbackendfrontendNode.js

Ashby is hiring a Remote Customer Support

Ashby (W19)
All-in-one recruiting software

Customer Support

San Franciso or Remote / Remote
Full-time
3+ years
About Ashby

We’re building the next generation of enterprise software and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better (we haven’t shared much publicly about what we’re building yet, but we’ll be more specific once we meet).

We are well funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom.

We have not launched publicly yet, but we're already working with amazing companies, such as Plaid, Airtable, Snyk, Benchling and SalesLoft (and many others which we cannot name yet).

About the role

About Ashby

We’re building the next generation of enterprise software and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better (we haven’t shared much publicly about what we’re building yet, but we’ll be more specific once we meet). We are well funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We have not launched publicly yet, but we're already working with amazing companies, such as Opendoor, Plaid, Airtable, Snyk, Benchling and SalesLoft (and many others which we cannot name yet). We are now building the foundation of our Go To Market team. We've only taken the first step towards a much larger opportunity. In short, it's the perfect time to join ????

About this Role

As one of our first Customer Support hires, you will provide onboarding and ongoing support for our customers ranging from small startups to public companies. Ashby is designed to be powerful and flexible, allowing users to adjust it to their needs. This also means that there is a lot to learn. Your main goal will be educating our customer base and turning as many of them as possible into advanced users of our products.

You could be a great fit if

  • ????You are excited about mastering our own products and customer's "jobs to be done" quickly
  • ????You build trust & strong relationships with our customers
  • ????You are extremely organized and are known to never let tasks slip
  • ↗️You can distill customer feedback in a way that keeps the entire company in touch with our customer's experience and that will help us shape our product roadmap
  • ????You have excellent communication skills. We, and our customers, value clear & concise communication
  • ❤️You have a high level of empathy for our customers - their pain is our pain
  • ⚙️You love helping customers learn and master powerful tools
  • ???? You are excited to help build the support function from scratch and take on complex projects like building a new team member onboarding process, analyzing customer interactions to gather insights, and writing documentation
  • ????You can support other functions, such as sales & marketing by virtue of having a deep understanding of customer use cases

Our Philosophy

Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us:

  • We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.
  • We want to offer deep expertise whenever we interact with prospects and customers.
  • We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.
  • We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.

Benefits

  • You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible
  • You get to support a product that our prospects & customers are truly excited about
  • Competitive compensation
  • Top notch health insurance for you and your dependents with all premiums covered by us
  • 401(k) matching if you're in the US
Technology

Our technology stack is: TypeScript (frontend & backend), Node.js, React, Apollo GraphQL, Postgres, Redis.

We don’t require previous experience with these, but experience with and a love for typed languages are helpful!

We care a lot about optimizing our tools and automating workflows as it allows us to work with smaller teams. You should share that enthusiasm and be excited to contribute.

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+30d

Customer Support - EMEA

MessageBirdEMEA, Remote
mobileapirubyjavac++pythonPHP

MessageBird is hiring a Remote Customer Support - EMEA

+30d

Customer Support Specialist

DigicationProvidence, RI Remote
slack

Digication is hiring a Remote Customer Support Specialist

Customer Support Specialist


Job Description

Are you a seasoned customer support professional who wants a job that serves a larger purpose? Are you interested in making a meaningful, life-changing difference for millions of students?

Digication is changing the way students learn from the ground up. Instead of rote learning through lectures and tests, Digication allows students to create online portfolios - collaborative and safe learning spaces - to encourage project-based learning. Campuses report that sustained ePortfolio usage leads to higher levels of student success, including significant increases in pass rates, GPA, and retention rates. Digication is now being used by students at over 6,000 K-12 and Higher Education schools.

About our culture

We work remotely and employees are distributed but more importantly we work as a team, with direct access to the company founders. We are self motivated, hold ourselves accountable for our work and commitments. Although we work with a sense of urgency, we don’t like cutting corners. Integrity is more important for us then profitability (although we are profitable!). We are not a “work hard/play hard” startup but responsible adults with diverse backgrounds and interests who take our mission, our clients and our lives seriously. We value personal growth and learning over titles and salaries.

Company Culture

  • We work as a team, with direct access to company founders as well as senior level engineers
  • We love talking to customers
  • We love solving problems for technical as well as non-technical end users
  • We like to be mentors and mentees to our peers
  • We work with a sense of urgency, but we don’t like cutting corners
  • We are self motivated and passionate about learning
  • We hold ourselves accountable for our work and commitments

Digication Customer Support Specialist

We are expanding our instructional technology team and are looking to add a valuable member to our team as a US-based Customer Support Specialist to aid institutions in implementation and ongoing support.

We are looking for a high energy, enthusiastic individual who loves working with people and with technology to better education and enrich the lives of students, teachers and alumni. The position of Customer Support Specialist is vital to the success of each of the schools we work with through implementation and the development of long-term collaborative relationships.

You and your fellow Customer Support teammates will work together to provide coverage of our support desk. Your part-time regularly-scheduled work hours will be evening and weekend hours, for a total of 25 hours per week. You can work your scheduled hours from anywhere with a consistent high-speed internet connection. Weekly Digication team meetings are not required with this role, but additional team meetings and/or smaller group meetings may be needed to meet project goals. Otherwise your main role is working as part of the Customer Support team to ensure coverage of our online Support Desk, ZenDesk. We provide support to our customers 7 days a week, so for this role evening (depending on your time zone) and weekend hours will be required.

What does the Customer Support Specialist position entail?

  • Respond and troubleshoot customer-generated tickets, calls, and emails with appropriate solutions

  • Escalate urgent and complex issues to senior team members

  • Assist with projects such as video editing, blogging, photo editing, documentation and training creation as projects arise and time allows

  • Other duties as assigned

Pay and Perks

  • Up to 25 hours per week, $20/hour

  • Gym membership or wellness reimbursement of up to $50.00/month

  • Internet reimbursement up to $100.00/month
  • Macbook

  • Remote position

Desired Skills and Experience

  • Enthusiasm, energy, professionalism and the ability to work remotely with a fast-paced cooperative team

  • Experience in customer service
  • Experience in higher education required

  • Experience with educational technology required

  • Strong written communication skills

  • Excellent customer service skills
  • Excellent presentation skills, both in-person, on the phone and via web conference

  • Strong prioritization, organizational and project management skills

  • Strong knowledge of Google Docs, Word, PowerPoint and Microsoft Excel

  • Basic HTML skills preferred

  • Familiarity with Digication a major plus

  • Familiarity with Zoom, Asana, Slack, and Zendesk a plus

  • Link to Digication ePortfolio required to complete application - we'll provide you further instructions when you submit your application.

Additional requirements

  • As part of the hiring process, Digication performs background checks on candidates
  • Upon being hired, applicants would need to provide proof of being authorized to legally work in the United States

If you think you would be a great addition to our team please apply using the link below.

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+30d

Remote Support

HonorBuiltMcDonough, GA Remote

HonorBuilt is hiring a Remote Remote Support

HonorBuilt is an IT services company specializing in restaurants and other multi-location businesses. This position is on our QSR System Support team. We serve national brands like Chick-fil-A, Krystal, Burger King, Popeye's, Shane's as well as dozens of smaller local clients. They are looking for someone who is hard working, and demonstrates exceptional customer service skills. We strongly believe that it is important that we serve our clients well. Some of the essential duties include diagnosis and troubleshooting issues for Point of Sale Systems (Aloha, SICOM & RPOS and others), diagnosis and troubleshooting of networking issues, wired and wireless, and diagnosis and troubleshooting of Windows 7 and 10 Operating Systems.

The job will be four, 10 hour shifts and the exact shift will be determined soon.

**This is a remote/work from home position.**

Essential Duties and Responsibilities:

  • A “can do” approach for receiving customer issues through telephone, email and other avenues.
  • Diagnosis and troubleshooting issues for Point of Sale Systems (Aloha, SICOM & RPOS and others).
  • Diagnosis and troubleshooting of networking issues, wired and wireless.
  • Diagnosis and troubleshooting of Windows 7 and 10 Operating Systems.
  • High touch communication with our customers is critical - keeping them informed of ticket progress, notifying them of impending changes or agreed outages.

Additional Duties and Responsibilities:

  • Improve customer service, perception and satisfaction.
  • Ability to work in a team and communicate effectively at all levels of the organization.
  • Escalate issues that cannot be completed within agreed service levels.
  • Document internal processes and procedures related to duties and responsibilities.
  • Responsible for full documentation of tasks, and meeting of commitments in ConnectWise.
  • Service awareness of customers’ key IT services for which support is being provided.
  • Interact with vendors to support hardware and software.
  • Learn and practice our Values.

Candidate Requirements include:

  • A proven Customer Service background or Technical Support role in a Call/Contact Center.
  • Exceptional ability to research and troubleshoot technology problems.
  • Ability to prioritize and handle multiple tasks.
  • Excellent written and verbal skills.
  • Ability to adapt to changing procedures and equipment.
  • A successful background check, drug screening and technical interview.

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Fluent Home is hiring a Remote Technical Support Specialist

Job description

Technical Support Specialist Job Description: **

We are a fulfillment company that oversees the solar process from sale to installation to operation. We are seeking a strategic and motivated individual to join our team. If you're looking for a challenge to help a small company, make big decisions that increase productivity, improve customer experience, and expand a growing business, this is the place.
Our Technical Support Specialist needs to communicate effectively with customers, installers, suppliers and co-workers, but unlike other environments this isn't just about taking phone calls. We balance an environment of not only communicating with multiple individuals but working on account workflows off the phone as well.

Job Responsibilities

  • Spend the day communicating through phone, email, and text with customers and operations partners.
  • Owning technical troubleshooting processes and making sure customers are aware of the status of their specific service cases.
  • Working with manufacturers over the phone and email while supporting field service operations in UT and 8 other states.
  • Scheduling and keeping track of service appointments with both in-house and third-party personnel.
  • Holding field service personnel accountable for the outcomes of field service operations in a clear and concise manner.
A strong candidate will be able to show a track record of:

  • Self-starting and taking initiative to meet and contribute toward both personal and team performance goals
  • Following through on detail-oriented work
  • Thinking critically to discover and solve complex problems
  • Providing clear and professional communication
Preferred Qualifications:

  • High School Diploma or equivalent / phone troubleshooting experience preferred
  • Basic typing skills and typical use of a computer
  • Ability to communicate verbally in a clear voice
  • SolarEdge and Enphase platforms familiarity and any field or electrical experience will be weighed positively but will provide training if none is present
Pay:

  • Starting pay at $14.00 - $16.00 per hour DEPENDING ON EXPERIENCE
  • Health, Vision, Dental Benefits available to full-time employees after 90 days of employment
Job Type: Full-time / On site

Job Type: Full-time

Pay: $14.00 - $16.00 per hour

Benefits:

  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance
Schedule:

  • 8 hour shift
  • Monday to Friday
Experience:

  • Customer Service: 1 year (Preferred)
Work Location:

  • One location
Work Remotely:

  • No
Compensation: $14.00 - $16.00 per hour




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+30d

Customer Support (Remote)

OddleMultiple Countries
2 years of experience

Oddle is hiring a Remote Customer Support (Remote)

At Oddle, Every meal matters. We aim to connect food makers & food lovers.

We are proud of what we can offer to help restaurants to grow and manage their sales – not only with our technology, but also with our data-guided marketing expertise to improve their performance while using our online ordering system. We connect to food lovers with Oddle Eats a directory with favourites curated by us. There is more to what we want to achieve.

Our Customer Support team prides ourselves in delivering a world-class customer service to our clients, be it restaurant owners who we're partnering with, or consumers who enjoy decilous food from our partners. You will be part of a regional team supporting our customers in the Singapore market.

Location: Remote

What you'll be doing

  • To be in close contact with end-consumers (primary focus) and merchants, provide support and assistance when they need help via Live Chat, email & other channels
  • Ensure that all customer inquiries, issues and delivery incident reports are handled promptly from initial contact until resolution
  • Ensure that customers have an optimal experience with the Oddle platform
  • Consolidate repeated customer feedback and escalate to Team Lead or relevant business units
  • Acquire in-depth knowledge of how an e-commerce operations function
  • Be trained in communications and fact-finding skills
  • Learn practical ways to negotiate and solve problems

Who we're looking for

  • A diploma or degree holder is preferred
  • At least 2 years of experience in the customer service role
  • You are highly responsible and customer-oriented
  • You have excellent English communication and writing skills, able to explain complex topics in the easy-to-understand and concise language
  • You take pride in your work quality with a customer service-oriented mindset
  • You are self-driven and passionate about helping customers and merchants
  • You are open-minded and able to adapt to a fast-paced environment, and possess a good attitude towards learning and improving
  • You are tech-savvy and able to maneuver around technical systems

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doxy.me is hiring a Remote Customer Support Specialist

Who we are:

We are a technology company that wants to make the world a better place through telemedicine, enabling health care providers to conduct secure video visits with their patients. Soon we will have a million users spanning the globe who then visit with tens of millions of patients. We have hubs in Charleston, Salt Lake City, Rochester, Kiev, and London. We're entrepreneurial, dedicated, and community-minded in spirit. We want to deliver the best possible telemedicine experience for our users and their patient population.

Benefits: 

Life insurance, 401(k) match, PTO, Medical, Vision, and Dental insurance

Who you are:

You will be part of our Solo Provider team which is focused on providing the best product experience to the largest segment of doxy.me customers. You will be responsible for supporting doxy.me users via Intercom (our CRM) and Aircall (our Phone Support platform), and helping resolve any issues they encounter with our platform. You will work very closely with our team serving as the voice of the customer to ensure we are providing world-class service, reporting back from the front lines of what you see and hear on a daily basis.

Important note: You will be able to work a full time schedule that may span evenings, weekends and/or holidays as our providers need us.

How you will contribute:

  • Assisting providers via Intercom chat and phone/Calendly to ensure they are successful with our product.
  • Providing personalized support to some of our largest accounts and jumping on ad-hoc calls to provide help and product education, as necessary.
  • Troubleshooting and investigating support inquiries to quickly identify any issues.
  • Actively collecting and documenting insights from customers to send to the Product team.
  • Auditing and updating any current support resources as the product changes (Help Articles, Saved Replies, Bot Responses etc.).
  • Creating new documentation such as FAQs, guides and knowledge-base articles for our providers and our team.
  • Assisting with projects related to improving our support at scale processes.
  • Learn and engage in a broad multidisciplinary set of roles that may include many functions, including marketing, sales, automation, analysis, and other duties as needed.

Your required talents:

  • Experience with CRM tools.
  • Technical understanding and ability to troubleshoot and resolve technical problems.
  • Self-starter who is capable of working independently and remotely with a distributed team.
  • Experience working with targets (SLAs, Productivity & Customer Satisfaction).
  • Genuinely enjoy solving problems and pride yourself in providing exceptional customer support to everyone you speak with.
  • Ability to work in a fast-paced environment and handle a high volume of support conversations.
  • Excellent written and oral communication proficiency and likes to over-communicate (with both customers and team).
  • Bonus: Have great video presence and love engaging with customers through video.
  • Bonus: Have experience analyzing data, trends and customer information reports to identify growth opportunities.

Minimum qualifications to respond to this posting:

  • 1+ years experience in SaaS companies delivering excellent support with respect, empathy, and understanding for enterprise customers.
  • Bachelor’s Degree in a related field is preferred


We can’t wait to meet you!

 

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+30d

Customer Support Specialist

Wizer IncOTHER, OTHER, Remote
B2Bqa

Wizer Inc is hiring a Remote Customer Support Specialist

Company Description

Wizer is a Boston based B2B cybersecurity product company that was founded 2.5 years ago and already has 8000+ companies from all over the world using it. We believe that cybersecurity is becoming an essential people’s skill and our mission is to make cybersecurity accessible for everyone, everywhere. Wizer approaches security training in a unique and modern way, using microlearning techniques and provides its users with engaging content, including video materials, games, and phishing simulations.
 

Job Description

An ideal candidate for us is a person who enjoys and thrives in a startup environment, efficiently communicates with the team, and puts in their energy along with others to make the best cybersecurity product worldwide! We are a small team that is going to grow a lot this year, so there is a lot of career and technical growth opportunities for the right person.

Job responsibilities:
* Responding to customer queries in a timely and accurate way, **via email **
* Identifying customer needs and helping customers use specific features
* Reporting product malfunctions
* Follow up with customers to ensure their technical issues are resolved
* Internal communication with QA and Development teams
* Gather customer feedback and share with our Product, Sales, and Marketing teams
* Assist in training junior Customer Support Representatives
* Update our internal databases with information about technical issues and useful discussions with customers

Qualifications

Requirements:
* Experience as a Customer Support Specialist or similar CS role for 1 year
* Familiarity with our industry is a plus
* Experience using help desk software and remote support tools
* Understanding of how CRM systems work
* Excellent communication and problem-solving skills
* Multi-tasking abilities
* Patience when handling tough cases

Personal skills:
The well-organized and detail-oriented person with good communication skills

 

Additional Information

We offer:
● Decent salary (discussed during the interview);
● Regular assessments and salary reviews;
● Usual 8×5 day working schedule(no overtime);
● Annual paid vacations (15 working days per year);
● Paid sick leave (5 working days per year)


Working hours:
8pm-4pm EST

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Invoca is hiring a Remote Customer Support Representative

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+30d

Customer Support Representative - Interstate

VituGreater Dallas County Area, TX
c++

Vitu is hiring a Remote Customer Support Representative - Interstate

Company Overview

Vitu is an innovative company providing cutting-edge services to the motor vehicle industry. Its first-of-its-kind namesake solution allows managing Vehicle-to-Government (V2Gov) transactions in multiple states and across multiple locations — all on one platform. Vitu currently operates in California, Oregon, Illinois, Indiana, Pennsylvania, Florida and Virginia.

 

Position Overview

The Customer Support Representative position is held by a dynamic, highly-motivated and organized individual with superior attention to detail and excellent customer service to our Vitu clients. The potential candidate will need to interpret, apply, and explain Interstate process and error resolutions. The ideal candidate would have knowledge of vehicle title and registration in multiple states or license and title experience.

 

Responsibilities

  • Respond to all customer and employee inquiries and issues with a positive attitude via phone, email or chat.
  • Assist projects or tasks as needed.
  • Answer customer questions related to errors found in audits.
  • Assist customer questions related to Interstate applications submitted by customers.
  • Access customer data for troubleshooting issues.
  • Provide domain expertise and advice, as needed.
  • Provide excellent customer service to all Vitu customers.
  • Ability to work in a high-production, fast-paced environment.

Experience

  • Knowledge of automotive industry and dealership experience is preferred
  • Fingerprint/criminal record clearance is required for this position
  • Excellent communication and interpersonal skills
  • Able to work independently with limited supervision
  • Strong organizational skills and ability to follow directions
  • Excellent time management
  • Superior attention to detail
  • Strong computer and related technical skills
  • Positive attitude and can work well in a team or independently

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+30d

Manager, Customer Support

Design PickleScottsdale, AZ Remote
remote-firstjiraDesigncssjavascript

Design Pickle is hiring a Remote Manager, Customer Support

+30d

Manager, Customer Support

PlayvoxSpain Remote
5 years of experiencesalesforce

Playvox is hiring a Remote Manager, Customer Support

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+30d

Customer Support Representative

AvaFell St, San Francisco, CA, USA, Remote
3 years of experienceB2CB2B

Ava is hiring a Remote Customer Support Representative

Company Description

We want to radically improve how we humans communicate with each other. Our first step at Ava is to empower 450M deaf and hard-of-hearing people to live in a fully accessible world.

Every day, millions of people are excluded from conversations because they cannot hear what others say well. Our CEO Thibault grew up in a Deaf family & witnessed firsthand how the world was not accessible for them. Together with our CTO Skinner — deaf since age 2 — Thibault co-founded Ava to make live captioning of conversations as easy as turning on captions on TV.

Our small but fast-growing team has reinvented AI-based speech recognition technology to be in service of people who need it the most. We dream of a 24/7 accessible world, without any communication barrier.

Job Description

Empower the Deaf & hard-of-hearing community

What if you could truly help millions of people live happier and connect more easily to the world around them? And, at the same time, through the conversation with them co-create the future that they have always dreamed of? That's the unique opportunity we offer you at Ava's small and unconventional customer success team. You will partner with our Sales team to solidify ongoing client relationships that increase adoption and retention.

Why this Role?

  • Change lives at an unprecedented scale: How often do you hear about apps that make people cry with joy? It is a unique opportunity and privilege to be able to meaningfully improve the lives of 100,000s of people around the world - and we have only just started to scratch the surface!
  • Work with some of the best people in the world: We have an incredibly talented and passionate team that is a lot of fun to work with. We're still super small and have already accomplished more than most teams 10x our size. Our interests are very diverse — and we love to mix them into our everyday work-life balance.
  • Meaningfully shape the future of accessibility: As you engage with users, you'll gain insights to help us serve them better — and work with product to inform what we do next. Your voice carries the most weight when we decide what to build next.
  • Join us at an incredible time: We're well-funded and hit product-market fit, which gives us a huge green field to work with. You'd join at the perfect time to shape what we build and how we grow, so we can create a more inclusive world.

So... what will you do as a Customer Support Representative at Ava?

  • Provide amazing help to our users and clients with extreme kindness — giving them clear, concise, and relevant answers to their problems, no matter what channel (written documentation, video, ...)
  • Increase adoption and retention by establishing, owning, and nurturing strong client relationships.
  • Ensure customers quickly "stick" to using Ava by keeping our Help Center up-to-date, and working with the team to enhance our current customer onboarding experience.
  • Improve our efficiency — by always being on top of your game and the teams by implementing systems that amplify the impact of every member.
  • Be the thoughtful voice of our clients — organize their feedback to help develop a product that answers their needs. We take this very seriously and want our users' voices to shape our decisions.
  • Understand our product inside and out to help our professional users drive business value.
  • Work with and support our Sales team to do their job better every day. Helping them to build and improve ways to follow up and engage with professional users and convert new leads.

Qualifications

You'd be perfect for this role if:

  • You have about 1-3 years of experience in SaaS B2C & B2B customer support roles that include handling high volumes of support tickets with quick response times and ensuring a phenomenal customer experience
  • You can demonstrate having prevented key clients from churning by proactively escalating & advocating internally to the product development team
  • You enjoy cross-collaborating with other teams such as Sales, Marketing and Engineering
  • You have very strong communication skills, and seek to be clear, concise and always relevant, with in-person and written communications
  • You are really well organized, and voracious about learning new tools - you **often end up being **the one helping others solve their computer problems!
  • You can juggle many projects at once while keeping an infectious positivity, and impart this energy to others.
  • You're patient, warm, and organized in your thinking. Kindness is key.
  • You're curious about people and problems, can put yourself in others’ shoes, are a good listener who's naturally interested to dig in, ideate and find solutions.
  • ✨ Bonus: You know or are familiar with a bit of American Sign Language and would be enthusiastic to learn it to help customers

Additional Information

All your information will be kept confidential according to EEO guidelines.

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