Role Overview

RevolutionEHR (an Integrated Practice Solutions, Inc. company) is a fast-growing and leading eyecare software company providing a cloud based Electronic Health Record and practice management software for optometry to over 4,500 providers and 35,000 users in the US and Canada islooking for an Customer Support Associate. Customer Support Reps are the first line of contact for our customers. This role requires an outstanding level of customer service and electronic health record software experience. Our Customer Support team works together and utilizes other departments to ensure the needs of our customers are addressed quickly and thoroughly. With RevolutionEHR’s consistent growth, it truly is an exciting time to be part of our growing team!

Responsibilities

Our Customer Support team members are important members of our team, ensuring our RevolutionEHR customers receive the highest quality support when using the software platform. Typically responsibilities include, but are not limited to:

• Support existing customer by answering questions and resolving issues via phone, email, and Live Chat.
• Create training videos and other content related to your areas of expertise
• Provide content for articles within the Knowledge Base
• Host one-on-one sessions with new customers to provide guidance as deemed necessary by the Implementation Team.
• Document all customer communications in our CRM program.
• Provide input to our Product Development Team for future releases of the software.
• Assist the Quality Assurance Team with testing of new development as needed

Qualifications

We seek candidates who thrive in a fast-paced, high-growth environment and can pivot quickly when needed. Candidates should have experience in most of the following areas:

• Minimum two years Clinic/In-office or in-practice experience in an eye care setting
• Experience with EMR/EHR software required as technician/paraoptometric, optical assistant, office administrator, manger or optician performing duties such as:
  • Patient scheduling
  • Preliminary testing
  • Optometric billing and coding
  • Dispensary
  • Optical product ordering (Frames, Lenses, Contact Lenses, etc.)
• Passionate, customer-champion with proven ability to provide remote customer support
• Ability to research answer and provide solutions quickly and independently
• Clear and concise communication skills
• Proficiency in MS Office applications; adept knowledge of application sharing tools and environments
• HIPAA requirements knowledge

Who We Are:

Founded in 2009, Boostability is now one of the fastest growing internet marketing companies in the world. We use cutting-edge technology to provide high-quality SEO, social media, and website marketing services that achieve explosive growth for our small business partners and clients. Our work environment is fun, friendly, and collaborative. We pride ourselves on a unique, positive culture that enables all of our employees to grow and all of our clients to succeed

Just a short description:

In this Leadership role, we’re looking for someone who is exemplifying our company values, driving their teams and ensuring a positive impact on driving excellent Customer Service and employee experience. This role is a remote role, possible business trips are subject of the comapnys decision. 

What You’ll be doing:

• You will provide regular trainings for SEO and Customer Service
• Quality Assurance: Monitor SEO accounts, shadow CSRs
• You will hold regular 1:1’s with your team members and regular team meetings
• Track individual and team performance metrics
• You will support your Client Services team members with escalated calls and incoming escalations from partners
• You will participate in the hiring and onboarding process of new employees (this will include: working with the ATS, conducting interviews, and working with HR to bring on new hires)
• You will act as an emergency overflow for accounts
• Maintain excellent team culture by creating daily, weekly, and monthly activities.
• Take direction and additional assignments from your Supervisor

What You’ll need to succeed:

• A positive attitude, a strong work ethic, and a commitment to the improvement and success of your individual team and the department.
• Self-motivation and the initiative to grow in your knowledge of the SEO industry as well as your leadership ability. Strong leadership and management skills with the ability to communicate effectively.
• You have a firm grasp of grammar and style - you must be able to identify, correct, and explain grammatical errors to others.
• 2+ years of related leadership work experience
• Ability to work independently with little supervision
• Experience in working in a SEO related field
• Experience with training and/or mentoring others
• You are able to effectively communicate in English (both written and verbal)
• You are able to effectively communicate in German (both written and verbal)

Qualities desired from External candidates:

• 2+ years of Customer Service Experience - Both Phone and Email
• 1+ years of SEO experience
• Past management experience (preferred)
• Excellent customer service and communication skills
• Ability to build and maintain an excellent team culture
• Proficient in Google Apps and tools (ie: Gmail, Drive, etc)
• Proficient in Microsoft Word and Excel
• Ability to work fast and accurately with minimal supervision
• Ability to complete assignments by set deadlines
• You have a positive attitude and are a trustworthy person

Qualities desired from Internal Candidates:

• You have been in your current role for at least 6 months and at least 1 year with the company

• You must be a top performer and are currently meeting or exceeding your individual KPI’s

• Superior collaboration skills and leadership abilities

• Ability to manage your time effectively as well as be attentive to the needs of the team

• Strong work history in the company exemplifying our core values

• You must not have any written warnings within the last 6 months

• You have a history of regular and predictive attendance

• Ability to effectively resolve both customer concerns and individual team member concerns

Why you should join us: 

• Our employees are preferred for internal promotions! You have the opportunity to develop yourself in a fast-growing company
• You can qualify for bi-annual bonuses and salary increases
• We are an international and highly motivated team with flat hierarchies
• We have a dynamic new office close to good transport links and a diverse work environment
• We offer on-the-job training. All you need to bring along is motivation
• Work equipment (laptop + screen) will be provided by Boostability 
• Company Pension Plan
• Monthly Internet Allowance

After our recruiting team has looked at your application, you will receive an email with the next steps of the application.

We look forward to receiving your online application!

Email: eurecruiting@boostability.com
Phone: 030-70014590(ext. 3)

At Athena, we power possibilities through transformative delegation. True leaders reflect on what they want in life and map out the path to get there. Athena is the path. We offer rigorously-tested delegation coaching technology and an exceptional Philippines-based EA to keep our driven clients moving forward. The result is 10x more leverage, more time, and more impact in work and life.

As a part of the Athena team, you will have an exponential opportunity, empowering the fiercely ambitious to reach the most audacious goals.

We need a Client Success Senior Associate who is prepared to turn up their sleeves and help come up with the company's client success strategies. The ideal candidate must build strong relationships with customers and work with internal leaders from different departments to give our clients consistently great experiences.

High-Level Responsibilities

• Effective Communication: Effectively interact with both internal and external senior-level management to comprehend client demands, enhance customer retention and growth, and share lessons learned.
• Strategic Planning and Management: Maintain and enhance customer success strategies, best practices, and customer support information; maintain current customer success indicators and data in accordance with directives.
• Collaborate and Lead: Collaborate and work closely with team members to support renewals and expansion opportunities.

Specific Responsibilities

• Work directly with all CSMs, CS support team, and CS Admin Assistants to ensure that each portfolio is achieving its ideal ticket close time (according to ticket type).
• Work closely with the partnership heat map to ensure that partnerships in red, yellow, and dark green are being addressed swiftly and properly.
• Ensure that the CS Admin Assistant LMS is continually kept up to date and improved upon so that our Admin Assistants can work more efficiently.
• Own Monday reports at CS team huddle on feedback form patterns and distills lessons learned during CS team meetings for Ops, onboarding, and LX
• Own new hires to receive the correct training materials in CS.
• Own technical client-facing communications and problem solving through email.
• Own client-facing communications when a CSM is out of office.
• Ensure that any EA resignation is handled instantly, methodically, and with extreme care.
• Serve as the go-to for client success administrative assistants for any urgent questions throughout the work week.

Silvergate Capital Corporation (NYSE: SI) is the leading provider of innovative financial infrastructure solutions and services for the growing digital currency industry. The Company’s real-time payments platform, known as the Silvergate Exchange Network, is at the heart of its customer-centric suite of payments, lending and funding solutions serving an expanding class of digital currency companies and investors around the world. Silvergate is enabling the rapid growth of digital currency markets and reshaping global commerce for a digital currency future.  Challenging convention by empowering people allows us to exceed expectations for our clients while cultivating an awesome culture. 

The Senior Relationship Manager is responsible for the overall customer journey and experience. This begins with business development activities for prospective new customers, performing due diligence procedures and extends through all interactions with the client until the account is opened. The Senior Relationship Manager will continue to maintain a relationship with the client and work with the Private Client Manager to create value for customers. The Senior Account Manager is typically responsible for the larger and more complex clients. The Senior Relationship Manager is also responsible for managing and mentoring junior members of the Fintech Business Development Team. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

General

• Identify new prospective clients and build book of business.
• Deepen relationships with existing clients by understanding client’s business model, their needs and progress towards goal achievement.
• Analyze data to derive actionable results for clients and prospects.
• Build trust with clients and prospects, as well as internal departments (Fintech, Compliance, Operations).
• Perform due diligence required to gain client approval from Compliance.
• Monitor client onboarding to ensure that accounts are opened in a timely and compliant manner.
• Identify problems early in the process and efficiently works towards a resolution.
• Work with key stakeholders to achieve goals for individual clients and the group as a whole.
• Provide mentorship and guidance to junior team members.
• Be the “voice of the customer” as it relates to product and process decisions. This may include the introduction of new products and services and the customer research that is required in order to bring them to market. Providing banking services to private clients also requires frequent interaction with Compliance, Cash Management and Technology personnel. Often, a healthy dialogue is needed in order to figure out the best way to efficiently and effectively serve clients in this space. Once internal decisions have been made, the role of the Account Manager is to communicate the impact of these decisions to clients in the most effective manner possible.
• Understand the nature of each client’s business and associated risks to Silvergate.
• Work with Compliance and Operations functions to mitigate risks and ensure that the client’s activity is consistent with bank policy, applicable laws and regulations. This includes an overall awareness and monitoring of customer interactions for early indicators.
• Maintain knowledge of all documentation required to open a business and/or personal account for Fintech customers, including auxiliary products that customers may require such as online banking, ACH origination, account analysis, etc.
• Maintain knowledge of wire transfer processes and procedures, both domestic and foreign, including foreign exchange conversion processes.
• Assist in the review of Private Client business account files to assure that all documentation has been received and proper CIP/OFAC has been performed in accordance with current policies and procedures.
• Assist in the retention and expansion of existing customer relationships through the provision of excellent customer service.
• Resolve client complaints and Bank errors promptly and appropriately.
• Ensure problem resolution balances client service and risk management.
• Not to harm consumers with any act that could be misleading, unfair, deceptive, or abusive in act or practice.
• Maintain current knowledge of all federal and state laws and regulations, along with the Bank’s policies and procedures.
• Must adhere to the company’s core values of Challenge Convention, Do What’s Right, Take Ownership, Empower People, Exceed Expectations, and Cultivate Awesome all while keeping our “Why?” front of mind. Our Why? Silvergate is the banking platform for innovators, and we believe in the power of entrepreneurs to create prosperity for our communities.

Decision Making

• Rate negotiations, waiving fees or charges, NSF, overdraft and general risk management.

Job Dimensions

• Minimize controllable losses through compliance to policy and procedure.
• Comply with the Bank’s Bank Secrecy Act and Anti-Money Laundering policies and procedures as applicable to the job function.
• Operate within budget, if applicable, and continually monitor and look for opportunities to decrease costs.

Supervisory Responsibilities

• Responsible for Management and Mentoring of junior members of the Business Development Team.

KNOWLEDGE, SKILLS AND ABILITIES

• At least 8+ years of sales experience (financial services industry a plus).
• Experience working with service/support CRM systems.
• At least 2 years of management experience at a Financial Institution preferred.
• Two years prior banking experience preferred.
• High school diploma or equivalent, Bachelor’s degree preferred.
• Excellent interpersonal skills – personal, friendly, warm, caring.
• Ability to listen carefully and take notes.
• Positive attitude and willingness to serve others.
• Ability to explain pricing and negotiate with customers.
• Strong attention to detail.
• Ability to communicate clearly and concisely both orally and in writing.
• Experience with Microsoft Office programs and enterprise software systems.

BANK SECRECY ACT REQUIREMENTS

Responsible for adhering to the reporting and recordkeeping requirements of the Bank Secrecy Act and Anti-Money Laundering rules and regulations, observing economic sanctions by prohibiting transactions as specified by the Office of Foreign Asset Control (OFAC), following the Company’s customer identification program (CIP) rules, observing all Company policies and procedures relating to BSA, OFAC, CIP, and related acts, and participation in ongoing related training.

WORK CONDITIONS
Remote work environment. 

PHYSICAL DEMANDS

While performing the duties of this job, the employee is:

• Regularly required to talk or hear.
• Required to communicate with customer and coworkers verbally and in writing.
• Occasionally required to stand; walk.
• Occasionally required to lift up to 10 pounds.
• Required to sit for long periods and reach with hands and arms.
• Able to read documents, computer screens, reports, other communications and have the ability to adjust focus and close vision.

Management reserves the right to add to, change and revise this description at any time.  This description does not include any marginal functions that are incidental to the essential functions.  Also, it does not imply that these are the only tasks to be performed by the incumbent.  Employees are required to follow any other job-related instructions and to perform any other job-related tasks requested by their supervisor.  Any requirement may be modified to reasonably accommodate individuals with disabilities.

Silvergate is an EEO/AA/Disability/Vet

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Role Overview

RevolutionEHR (an Integrated Practice Solutions, Inc. company) is a fast-growing and leading eyecare software company providing a cloud based Electronic Health Record and practice management software for optometry to over 4,500 providers and 35,000 users in the US and Canada islooking for an Customer Support Associate. Customer Support Reps are the first line of contact for our customers. This role requires an outstanding level of customer service and electronic health record software experience. Our Customer Support team works together and utilizes other departments to ensure the needs of our customers are addressed quickly and thoroughly. With RevolutionEHR’s consistent growth, it truly is an exciting time to be part of our growing team!

Responsibilities

Our Customer Support team members are important members of our team, ensuring our RevolutionEHR customers receive the highest quality support when using the software platform. Typically responsibilities include, but are not limited to:

• Support existing customer by answering questions and resolving issues via phone, email, and Live Chat.
• Create training videos and other content related to your areas of expertise
• Provide content for articles within the Knowledge Base
• Host one-on-one sessions with new customers to provide guidance as deemed necessary by the Implementation Team.
• Document all customer communications in our CRM program.
• Provide input to our Product Development Team for future releases of the software.
• Assist the Quality Assurance Team with testing of new development as needed

Qualifications

We seek candidates who thrive in a fast-paced, high-growth environment and can pivot quickly when needed. Candidates should have experience in most of the following areas:

• Minimum two years Clinic/In-office or in-practice experience in an eye care setting
• Experience with EMR/EHR software required as technician/paraoptometric, optical assistant, office administrator, manger or optician performing duties such as:
  • Patient scheduling
  • Preliminary testing
  • Optometric billing and coding
  • Dispensary
  • Optical product ordering (Frames, Lenses, Contact Lenses, etc.)
• Passionate, customer-champion with proven ability to provide remote customer support
• Ability to research answer and provide solutions quickly and independently
• Clear and concise communication skills
• Proficiency in MS Office applications; adept knowledge of application sharing tools and environments
• HIPAA requirements knowledge

Acrisure is equally committed to supporting social issues. In 2021, the Company co-founded Evolution Advisors, a joint venturewhose Founding Partners include Acrisure, Russell Wilson and Ciara, and Russell Westbrook. The venture ​focuseson providing greater access and more effectively distributing insurance products and financial services to minority-owned enterprises. Additionally, in its home of Grand Rapids, Acrisure provided $15 million to create the Acrisure Center for Innovation in Children’s Health at Helen DeVos Children’s Hospital.

For more, visitwww.Acrisure.com or learn morehere.

Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran or disability status.

To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisure’s property, and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisure’s Human Resources Talent Department.

https://www.acrisure.com/acrisureacastaffprivacynotice/

QS is a global leader in higher education services. We provide performance insight and data analytics solutions that support university excellence across the world. We publish influential rankings of international universities, including the QS World University Rankings®. Our student recruitment and enrolment solutions connect universities and business schools with individuals considering their academic options, through our events, both in-person and online, and our websites. The QS product portfolio also includes consultancy, branding solutions and software, which is used to manage student admissions, mobility, internationalisation and performance data.

QS activities span across more than 50 countries, working with over 2,000 of the world’s leading higher education institutions. Our continued growth is fuelled through acquisition and by recruiting top talent.

The Role:

MoveIN provides international universities with a comprehensive SaaS solution used to receive and process applications to their programmes, and to manage relationships with contacts at partner institutions and employers.

As a senior member of the support team, you will be a key interface to our users, responding to enquiries and requests, from both university staff and candidates, and providing pro-active support that adds value to the solution and maintains our high levels of client satisfaction. You will develop a good understanding of client requirements, in order to provide advice on the effective use of the product, manage resolution of issues, and requests for additional services, escalating as necessary to the services and product management teams.

Key responsibilities:

· Establish deep understanding of existing product

· Encourage and support clients in using features of the system to maximise value

· Support MoveIN users; troubleshoot and manage client requests and email from applicants

· Consistent and effective use of support tickets, development cards and other support systems

· Participate in functionality testing for new features added to the system and bug fixes

· Ensure high levels of customer satisfaction

· Keep management informed by preparing reports on activity, performance and problems

· Analyse and document client requirements

· Utilise MoveIN configuration tools to support client requirements

· Work alongside product management to plan and rollout new releases

· Take ownership of critical problems, ensuring that the right actions are taken to investigate, resolve and prevent issues recurring

You should apply if you:

We’re looking for someone with at least 2 years’ experience working in a software support role, ideally with a SaaS product but this isn’t essential.

· Are detailed oriented with excellent analytical skills

· Can think creatively to solve technical product challenges

· Are an excellent communicator, in English, both in writing and orally

· A consultative manner, able to listen to and understand client requests and needs

· Are willing to take ownership of a task – and get the job done

· Enjoy working as part of a team but can also work independently

· Have knowledge of standard office and online applications (e.g. Excel, Jira, Trello, Teams)

· Are well organized and able to prioritize and manage time effectively to meet deadlines

Not essential, however we’d prefer it if you have:

· Worked previously with SaaS products

· Experience with a highly configurable platform

· Knowledge of the higher education sector

· French and / or German language skills would be a bonus

What’s in it for you?

· You will play a crucial role in the success of an exciting product, in an ambitious, high-growth company, in the international higher education sector

· You will work as part of a friendly, dedicated, smart, enthusiastic, collaborative and diverse team

· Competitive package

· Flexible working

· Focus on welfare – ride to work scheme, global wellness team, Calm app, EAP and health plan, mental health first aiders, diversity and inclusion initiatives

· Strong recognition and reward programs – peer recognition platform, quarterly and annual awards, annual bonus scheme

Sunday is a data-driven start-up based in Boulder, Colorado, with a mission to empower consumers to take better care of their land. In just three years, we’ve grown from an idea to a major industry disruptor offering 100,000+ homeowners a more sustainable, safer, and tailored experience in backyards across America. 

With support from top-tier investors includingBondCap,Sequoia,Forerunner, andTusk, and following our Series C raise, we are looking for the right people to grow with us. Sunday has a diverse team working across the country to cultivate an engaging, open atmosphere where we can connect, share ideas, and reimagine the American backyard. Our culture reflects our commitment to inclusion, individual growth, and curiosity.

Ready to build cutting-edge technology that helps people and the environment? Check out the details for the Customer Service Team Lead, Outsourced Partners role.

The Role:

We want all of our customers to have a consistent, high quality, and personalized experience when interacting with our Customer Service team. Due to the seasonality of our business, Sunday leverages external partners to provide our frontline agents during the growing season. These agents onboard in early spring, are trained by Sunday and held to our performance standards, and work exclusively on our account until late fall. The Customer Service Team Lead, overseeing outsourced partners, helps Sunday achieve that desired level of service by using good business judgment, analytics, and interpersonal skills to own the relationship with our BPO (business process outsourcing) partners. The Lead in this role is committed to the daily work flow of the outsource teams and is ultimately responsible for their success while being a trusted and supportive peer to the rest of the internal CS team.

You’ll Make an Impact By:

• Being the primary liaison between Sunday and BPO teams, ensuring they have the support and resources necessary to serve our customers.
• Maintaining expertise and working knowledge of all aspects of the Sunday Customer Service team and Customer Experience operation.
• Living, instilling, and reinforcing Sunday’s Core Values everyday.
• Collaborating with BPO leadership counterparts to:
  • Direct agent workflows based on seasonal and business needs.
  • Assist with escalations.
• Identifying and communicating customer service trends to the internal Sunday team.
• Setting performance expectations (individual & team) and holding BPO accountable to meeting them. 
• Forecasting and planning BPO Customer Service agent headcount, ensuring that on & offboarding plans remain relevant throughout the season and ensuring that the daily schedule meets the needs of the time.
• Collaborating with the internal Sunday Customer Service team (Quality Assurance, Training, Team Leads, Lawn Advisors) to proactively identify opportunities for coaching, training, and process improvement initiatives.
• Working together to see these initiatives through and assess results.

What success looks like: Expectations/KPIs

• Standards & goals (CSAT, QA evaluations, schedule adherence) meet predetermined thresholds. 
• Agent survey feedback.

About You:

• Previous experience working for a startup (preferred).
  • We’re growing fast and moving quickly. 
  • You’re adaptable and solution oriented.
• 5 years in a Customer Service role, ideally in a call center environment.
  • You love communicating with customers and solving problems. 
  • You’re kind, approachable, and experienced in de-escalation.
  • You’re able to coach others to your level. 
• Experience using CRM & Workforce Management tools
  • We use Gladly, Assembled, and other tools to keep our service Org running smoothly.
• Ability to lead teams of up to 50 agents.
  • You’ve directly managed Customer Service agents before.
• Occasional overtime required.

Perks:

• Be a core member of a small, focused, innovative team
• Autonomy to make critical decisions that will drive team success
• Compensation: Individual Contributor 1, Customer Experience (Account Services Manager): $58,000 - $70,000
• Health, Dental, Vision Benefits: covering employee premiums 100%; spouse/family 50% 
• Unlimited PTO 
• 401(k) 
• Location: Remote or Boulder, CO - Named the best place to live byU.S. Newsfor the past 2 years

Application Details

Startup jobs aren't for everyone. They’re often demanding, frantic, unstructured, and unpredictable. If you're still interested, tell us why! We’re looking forward to hearing from you.

As a company rooted in nature, we deeply understand the benefits of diversity. We work to build a culture that attracts a diverse mix of talented people to help us bring lawn care out of the dark ages. We are committed to building a diverse, vibrant team that brings determination and passion to our work everyday.

Great opportunity to build your career with a fast growing tech firm!

Seeking a Client Operations Consultant to support our clients post-implementation and ensure continued success with our software! Will train the candidate that has potential!

Location: Prefer candidates that can work in one of our office locations in Michigan/Ohio/Illinois but will consider nationwide too.

About Us

Wellspring is the global leader in tech scouting and innovation management software, serving leading companies. Businesses use our platform to scout for disruptive technologies, find co-development partners, track workflows across the innovation portfolio, and manage R&D operations globally.

About the Role

Client Operations Consultant will work directly with the Manager of Customer Success and provide professional services for our clients to perform a variety of operational tasks related to the client’s installation of Sophia, including:

• Entry and docketing of patents
• Review, analysis, entry, and maintenance of contracts, with specific attention to license terms, payments due, and contractual obligations
• Review, analysis, and entry of legal bills
• Invoicing off our clients’ licensees

In performing the above tasks, you will both ensure accuracy and completeness of documents and data provided by clients to us, as well as lead the data entry and accurate maintenance of information in the client’s Sophia software. 

Your Background and Experience

• Bachelor’s Degree required
• Experience in university technology transfer with direct experience in patent docketing and reviewing licenses and other contracts
• Comfort working in a fast-paced, high-growth, entrepreneurial environment
• Previous track record of establishing and maintaining excellent client relationships
• Excellent communication skills including writing, conversing, and presenting
• Attention to detail and a deep understanding of Sophia are necessary for this position

Why Work For Us?

• Competitive salary
• 401(k) with company match
• Medical, vision, and dental benefits

Company Overview

ActiveProspect is the SaaS platform for consent-based marketing.

Our comprehensive product suite empowers companies across industries to take real-time action on their leads, protect themselves from litigation by documenting proof of consent, and save money by providing new levels of data insights and control.

Ourmissionis to make consent-based marketing thebest channelfor customer acquisition.

Job Summary

ActiveProspect is seeking a Client Success Manager to be directly responsible for driving the success of enterprise customers. This role’s main responsibility will be running point as the primary point of contact for identifying each client's key success metrics and business value, acting as the trusted advisor to the platform, quarterbacking internal resources to achieve the necessary results, and tracking the customer's success. Preferred candidates have experience in Consumer Packaged Good and Lead Gen.

Successful candidates will thoroughly enjoy getting to know their customers and their goals, taking a consultative approach, and working closely internally and externally to ensure clients are successful.

Responsibilities and Duties

• Success.Take ownership of your clients’ success and ensure they are leveraging our platform and collective knowledge to best achieve their business goals.
• Advocacy.Be the internal champion for clients to ensure the company is building products and services in accordance with customer needs.
• Proactive. At ActiveProspect, we do not wait for the customer to reach out to us.  We are the ones tasked with uncovering the problems our customers are facing and driving the customer to take the necessary steps towards success.
• Collaborate.Work cross-functionally with all Client Success, Sales, and Support teams to ensure perfect customer service and program execution.
• Coaching.Coach our clients on best practices and share insights on ways to best achieve their objectives.
• Partnership. Partner deeply with companies to the point that you are seen as an extension of their team and a go-to resource when they need advice for all things lead acquisition.
• Solution Handler.Translate business objectives and requirements into specific recommended product configurations and integrations, creating a succinct feedback loop between Product and Support.
• Revenue Retention.Work diligently to retain revenue from existing clients. Navigate customer organizations for new opportunities, working closely with Sales.
• Expansion. Help identify opportunities and partner with the Sales Team to deliver value to customers and fulfilling changing business needs.
• Product and industry expert.Drive adoption of new ActiveProspect products and features, understanding the problems our customers are trying to solve. Ensure all customers are educated about our capabilities, products, and expertise.
• Mentor.Assist in on-boarding new employees by serving as a product, market, and process expert. Conduct virtual and onsite project meetings, training, and knowledge transfer sessions.

Qualifications and Skills

• You enjoy diving in on a client’s strategy and providing relevant insights on how they can improve.
• You enjoy getting to know clients and building relationships. 
• You want to be the conductor that keeps the schedule both externally for your clients and internally.
• You enjoy working with others, sharing insights, and providing and receiving feedback regularly.
• You’re always honest, seek to do what’s right, and value long-term relationships over short-term gain. Others can trust that you will do as you say.
• You are always striving to be the best version of yourself and to raise the bar for yourself and others.
• Ability to travel up to 15% of the time

Benefits and Perks

• A financially stable company, with the freedom and opportunities of a startup culture
• Flexible work schedule
• Unlimited PTO
• Live Music Capital Holiday
• Retirement plan matching up to 3% of your salary
• Health, dental, vision, and disability

ActiveProspect is an Equal Opportunity Employer

Job Overview

The Technical Services Manager (TSM) role represents the technology organization within the business. TSM’s act as the primary points of contact for Technology Services within OnProcess. The role will require a passionate, business-oriented technology expert who can provide oversight and management of demand management processes, coordinating demand to the right teams within the Business Technology Services (BTS) organization, supporting new business discussions and managing business expectations on the overall delivery of BTS technology services and strategy. The ideal candidate will be able to get into the details while providing strategic, technical, and operational expertise and guidance while also bringing creativity, vision, and passion to the BTS technology organization and its service offerings.

Along with OnProcess account management and customer success teams, TSM’s play a critical role in the development of the company’s holistic technology strategy (customer acquisition and retention and contributing into the product roadmap development). This may include proposal writing, product pricing, commercial modeling, requirements gathering and driving product demos. The TSM will ensure that all proposed technology products are aligned with the broader OnProcess business strategy and its capabilities supporting operational strategies. Working with both new and existing clients will be a core component of this role, therefore the TSM will have regular client contact at all levels and be responsible for building exceptional and effective relationships with all internal and external stakeholders as a result, including presenting to executive level personnel. The TSM will also support BTS with internal and client facing governance, provide thought-leadership, technical guidance, and expertise to ensure thorough planning and execution while assessing both operational and commercial risks. 

Responsibilities and Duties

• Work in partnership with internal business and functional teams as a technology partner in communicating and coordinating delivery of technology services from Business Technology Services (BTS).
• Support the Demand Management and Change Management processes, partnering with the business on production of high-quality requirements and with BTS delivery organization on timely deliverables.
• Provide the business with a single point of contact for issues and escalations relative to BTS technology services.
• Offer SME guidance to technical teams on software engineering best practices.  This includes processes for managing a code base, documenting technical requirements, testing, and architecture design decisions.
• Support new business via providing high-quality product technology sales collateral, answering questions regarding OnProcess technology product and/or providing product demos to internal and external audiences.
• Provide guidance and coaching to customers and OnProcess business as they navigate their organizations to establish technology best practices and processes to the best of their capabilities.
• Identify weaknesses, risks, and inefficiencies in operational processes.
• Work in partnership with internal functional teams as a technology partner in forwarding business capabilities.
• Support all regionally based business development and sales community on key BTS capabilities and products.
• Ensure all BTS commercial models are approved by BTS Senior Management prior to submission to customers.
• Ensure all BTS technology solutions are reviewed and approved by Product and Development leadership prior to submission to customers.
• Manage customer demands (internal and external new and existing), on the BTS Tech Stack Portfolio to inform product roadmaps and strategic investments.
• Active member of the regional business development and sales community.
• Leverage and inspire Design Thinking to engage with customers, find unknown business challenges and design innovative solutions leveraging the OnProcess business proposition to create compelling solution offerings in partnership with our customers.
• Some travel will be required, adhering to Covid safe guidelines.

• Ultimately accountable for leading all major BTS tasks supporting business development activities in region to ensure integrity and alignment with BTS product strategy.
• Ability to build a strong network, motivate without direct authority, set clear deadlines, deliverables, and dependencies which ensures BTS has the right resources available to successfully deliver on all supported projects.
• Proven ability to motivate in a team-oriented, collaborative environment.
• Superior analytical, evaluative, and problem-solving abilities
• Strong and proven ability to plan, organize and drive change.
• Understanding of OPT’ business priorities and service needs.
• Familiarity of the business needs of OnProcess’ key clients and the needs and trends of key industries supported.

Qualifications

• A highly articulate, customer facing individual with at least 10+ years relevant experience who must possess the business knowledge necessary to align technology-related decisions with the organization's goals, including delivering the benefits of OnProcess technology to clients
• A master at relationship management, exceptional communicator, and presenter with the ability to communicate and interact effectively with all levels of the business and, in a client environment
• Bachelor’s degree or equivalent in related field, advanced degree preferred; comparable levels of combined education and experience will be considered
• 5+ years’ experience in the technology solutions and implementation of complex, outsourced supply chain and/or communication supply chain process and systems solutions
• 5+ years’ experience in the systems design and development process, including business analysis, feasibility studies, software design, programming, pilot testing, installation, evaluation, and operational management
• 5+ Years’ experience in a software engineering and/or software support role building enterprise applications
• Strong familiarity with information security, risk management, and complex industry compliance requirements
• Proven International business experience across a wide breadth of customer sectors (experience in Technology, Manufacturing or Industrial/Automotive preferred)
• Ability to build a strong network throughout a cross-functional, matrix management environment.  Motivate without direct authority, set clear deadlines, deliverables, and dependencies which ensure that the right resources are available to successfully deliver all defined programs
• Good understanding of relational databases
• Familiar with Project Management methodologies (PMP preferred but not required)
• Analytical thinker and problem solver with the ability to navigate through challenging situations in the most professional manner possible
• Must be able to work in a dynamic, rapidly changing environment and interact with partners and customers directly
• Exceptionally self-motivated and directed, with top-notch interpersonal and communication skills.
• Superior analytical, evaluative, and problem-solving abilities
• Positive, organized, and proactive, tenacious with an enthusiasm to support the business
• Integrity, personal drive, and enthusiasm which motivates people and inspires the highest professional standards
• Commercially astute with strong understanding of cost models and budget management
• Must be authorized to work in the US or Costa Rica

Requirements

1. 1 Will perform repeated movements that involve fingers, wrists and hands
2. Constant movement of office machinery such as laptop, printer, paper, folder, headset, etc. 
3. Assessment of neatness and accuracy of work presented at all times
4. Remaining in stationery position often sitting or standing for a prolonged period of time
5. Quiet and limited distraction work from home environment

OnProcess Technology is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws.

If you are a problem solver, a team player, a team builder, not afraid to pick up a phone and you love helping customers with, well, whatever, this could be your chance to jump on board and join one of the most dynamic technology companies in the industry.

The Customer Success Lead manages a team of Customer Success Associates (CSA) that are responsible for ensuring that customers maximize value from using our products. The CSA works with key customers to ensure that they understand the products and are able to use their full capabilities. They create strong relationships with customer representatives and turn them into advocates. They stay on top of issues and collaborate with our Support and Product teams to solve problems in a timely fashion. Depending on the size of the customer they can develop individual strategies to monitor progress again customer success goals and objectives.

Responsibilities:

•Manage and develop a team of CSAs

•Help structure the work of CSAs, including required customer meetings, tools (such as health checks), processes, and policies development

•Manage together with CSAs the onboarding process for key customers

•Prioritize and push forward ever-evolving critical issues

•Ensure proper resource allocation to support different customer activities

•Collaborate actively with Sales, Support, and Product to align focus based on customer objectives

•Hire and train new CSAs

•Manage invoicing and financial processes for customer billing and renewals

•Identify Customer Growth opportunities

Skills and Experience

•Strong in-person, phone and written customer communication skills

•Ability to prioritize work assignments and shift work efforts based on the needs of the department or evolving business goals

•Attention to detail

•Ability to manage time effectively, work independently and be self-motivated

•Highly collaborative and able to work as part of cross-functional teams

•Strong PC skills required, including use of standard MS Office applications; knowledge of CRM systems is a plus.

•Demonstrated technical aptitude or an ability to learn new software products

•5+ years of work experience

An Equal Opportunity Employer - Females, Minorities, Veterans, Disabled and Other Protected Groups.

https://www.idera.com/legal/privacystatement By clicking on the “Apply Now” button, you understand and agree that the use of Idera's website is subject to Idera Terms of Use and Idera's Privacy Statement, including the fact that Idera and its subsidiaries may transfer your personal information collected in connection with your registration on this website to its affiliates globally and to third party entities that provide services to Idera and it's subsidiaries.

Idera, Inc and it's subsidiaries are committed to respecting and protecting the privacy of its customers, job applicants, partners and website visitors. For more information about our Privacy Statement, please go to https://www.idera.com/legal/privacystatement . By clicking on the “Apply Now” button, you understand and agree that the use of Idera’s web site is subject to Idera Terms of Use and Idera’s Privacy Statement, including the fact that Idera and it's subsidiaries may transfer your personal information collected in connection with your registration on this website to its affiliates globally and to third party entities that provide services to Idera and it's subsidiaries.

Eine Übersicht:  

In dieser Position im Kundenservice suchen wir jemanden, der fließend Deutsch spricht, sich für die Arbeit mit der Suchmaschinenoptimierung interessiert und es liebt, erstklassigen Kundenservice zu bieten. Sie sind für die gesamte Kommunikation mit unseren SEO-Kunden verantwortlich und bearbeiten die SEO-Kampagnen unserer Kunden. 

Wer wir sind: 

Boostability wurde im Jahr 2009 gegründet und ist heute eines der am schnellsten wachsenden Internet-Marketing-Unternehmen der Welt. Wir verwenden modernste Technologie, um hochwertige SEO-, und Website-Marketing-Services anzubieten, die ein explosives Wachstum für unsere kleinen Geschäftspartner und Kunden erzielen. Das Arbeitsumfeld ist lustig, freundlich und kooperativ. Wir sind stolz auf eine einzigartige, positive Kultur, die es allen unseren Mitarbeitern ermöglicht, zu wachsen und allen unseren Kunden zum Erfolg zu verhelfen.

Deine Aufgaben:

• Du bist Ansprechpartner für unsere SEO Kunden und Partner und hilfst ihnen bei der Lösung ihrer Anliegen.
• Du wirst unser Unternehmen und unser SEO-Produkt mit hervorragendem Kundenservice repräsentieren.
• Dies ist eine Chance die Umsetzung der SEO Pakete unserer Kunden zu managen: Regelmäßige Termine, On-Site Empfehlungen und Änderungen, Verteilung von Off-Site Arbeit, etc.
• Du wirst die Durchführung von SEO-Aufgaben bei unserer Fulfillment-Abteilung in Auftrag geben

Was wir von dir erwarten:

• Du hast mindestens ein halbes Jahr Erfahrung im Kundenservice
• Einwandfreie mündliche und schriftliche Deutschkenntnisse sind zwingend erforderlich, Englischkenntnisse sind von Vorteil
• Du bist in der Lage, mit Microsoft Office zu arbeiten und die gängigen Google-Tools (Drive, Sheets, Docs) zu verwenden.
• Deine Online-Kommunikationsfähigkeiten sind ausgezeichnet und du besitzt die Fähigkeit, deine Gedanken klar und effektiv zu formulieren
• Du besitzt ein kreatives und logisches Denkvermögen und kannst innerhalb vorgegebener Zeit- und Qualitätsstandards arbeiten.
• Du bist in der Lage Konflikte gut zu bewältigen, falls Kunden unzufrieden sind

Arbeitszeiten: 

• Wir suchen nach MitarbeiterInnen, die ganz von Zuhause aus arbeiten wollen oder - wenn die räumliche Nähe besteht - teilweise von Zuhause und teilweise vor Ort arbeiten wollen
• 8:30 - 17:00 Uhr, Montag bis Freitag. Keine Arbeit am Wochenende oder an Feiertagen. 
• Der aktuelle Wohnsitz muss in Deutschland sein

Warum du bei uns arbeiten solltest: 

• Wir sind ein internationales, hoch motiviertes Team mit flachen Hierarchien
• Unsere Mitarbeiter werden für Beförderungen bevorzugt! Du hast die Möglichkeit dich in einem schnell wachsenden Unternehmen weiterzuentwickeln 
• Wir bieten laufende SEO- und Management-Schulungen
• Wir bieten on-the-Job Trainings an. Alles was du mitbringen musst, ist Motivation
• Du kannst dich für halbjährliche Boni und Gehaltserhöhungen qualifizieren
• Wir haben einen günstigen Bürostandort in einem Entwicklungs-/Wachstumsgebiet: fußläufig zum S-Bahn-, Straßenbahn- und Busbahnhof S Adlershof (Berlin)
• Wir haben ein lebendiges neues Büro und ein vielfältiges Arbeitsumfeld
• Wir bieten kostenlose Getränke und Snacks im Büro
• Arbeitsmittel (wie Laptop und Bildschirm) werden von Boostability zur Verfügung gestellt
• Betriebliche Altersvorsorge
• monatliche Internetpauschale

Nachdem sich unser Recruiting-Team deine Bewerbung angeschaut hat, wirst du eine E-Mail erhalten mit den nächsten Schritten der Bewerbung.

E-Mail: eurecruiting@boostability.com
Telefon: (030) 700-14590 (ext.3)

Life is too short not to do awesome things with awesome people and clients

At TalentMinded, we want to change the face of talent acquisition through data-driven recruitment processes, employer branding, and direct industry insights. 

Who we are

At TalentMinded, our mission is to create a competitive advantage for our clients by helping them build their culture and hire the right people. We aren’t a recruiting agency! We are so much more. We are experts in our field, backed by over 20 years of experience with modern, intelligent and creative talent acquisition strategies. We are the first subscription-based full-service talent acquisition company in Canada. We provide our clients with end-to-end recruitment services from strategy to execution. That means we partner with our clients and work side-by-side with them to increase their employee value proposition and to ground their image in social media channels as transparent and forthcoming. These efforts lay the foundation for building a successful talent pipeline, driving better hiring manager engagement and better hiring outcomes.

Who we need

Reporting to the CEO & Co-founder, we are looking for new Customer Success Managers to join our team.

While we aren't hiring at this moment, there are exciting plans and opportunities ahead. We know how hard it is to find awesome people, so we're building out a pipeline of candidates, reviewing resumes, and touching base to let you know where we are at. We'll reach out to you when we're ready and set up interviews. We hire pretty quickly once things get moving, so we won't leave you wondering what happened.

If that sounds like it fits your life right now, keep reading and send us your details here. 

You may be looking for a new industry to apply your sales or account management skills, or you may be a Talent Acquisition Advisor wanting to focus on client relationships. Either way, if you are looking for a chance to build out and execute talent acquisition strategies by connecting people, ideas, data and technology, we want to connect with you. 

What’s in it for you

• Work with small business processes and innovative tech. We are continuously seeking out smarter, better ways to work.
• Awesome clients and a highly collaborative team. We work with fun, innovative clients that solve challenging problems across all sectors.
• Career growth.Whether you move up to a bigger role here or take your experience elsewhere, you will learn and do more at TalentMinded in one year than you will anywhere else. Every moment is a teaching and learning moment here.

As the new Customer Success Manager, here’s how you will help us scale:

Take ownership of client satisfaction. You will be the constant point of contact in order to deliver seamless, high-quality customer experience for global clients. You will be accountable for all client updates and effective communications internally and externally, meeting deadlines that are conducive to different time zones and hours of operation. You will update your delivery team in real-time, sharing concerns or changes in scope and escalations with the CEO.

Increase client engagement. You will educate clients on the value of our approach, platform, and services. You will develop an understanding of client industry and market trends to proactively increase engagement and make recommendations that support their customized talent acquisition strategy. You will drive renewal and retention by demonstrating proven success and value.

Collaborate.You will partner with Talent Advisors and the Delivery team to ensure a smooth transition from client onboarding through to the renewal cycle. You will collect client feedback and provide recommendations to ensure maximum impact of our services and influence ongoing updates of our processes and strategy.

Here’s what you bring to the table:

• The experience. You have experience in Client or Account Management, and proven success building out strategic growth and nurturing influential partnerships. You may have exposure to B2B sales or recruitment but we’re more interested in a customer-service focus, a growth-mindset, and a drive for continuous improvement. You have strong business acumen - and you can make things happen.
• The people expertise. You are both a valued collaborator and an autonomous self-starter. You have exceptional communication skills and you aren’t afraid to pick up the phone or book an in-person meeting to ensure customer happiness. You can build and foster long-lasting and trusted relationships with internal and external teams at any level, guiding work, setting expectations, and managing conflict. You can remain objective and calm under pressure.
• The technical skills.You have an appreciation for using technology to improve efficiency. You enjoy learning new tools quickly. You are comfortable using Google Suite (or MS Office and can adapt), and working with data insights (generated for you by our amazing BA team).
• The curiosity. You continuously seek out creative solutions. 

How we track top performance:

• Through hiring manager and candidate satisfaction.
• Client retention - your success is our success. We win as a team!
• Number of submissions to hiring manager interviews (conversion rates).
• Offer acceptance rates.
• Demonstrating our core values through every step of the process.

Here’s what you should know about TalentMinded:

• We believe that recruitment is a critical business process; not just a function of HR. We do things differently and hold ourselves accountable to an incredibly high standard of delivering value to our customers.
• We love technology but we also value the importance of human interactions. Our teams are highly collaborative and support each other.
• We know recruitment can be like a roller coaster ride and there are highs and lows; it’s not a perfect science. Over the past year, we have shown we are resilient and even under extreme pressure and in the face of adversity we can overcome anything when we work together!
• We have processes but we are agile and believe there is a balance between making things happen and following standard operating procedures.
• We care about candidate experience - a lot.
• We want you to grow with us - we are serious about your professional development and will teach you how to be more data and analytically minded, how to be a trusted advisor, how to recruit globally and more.
• We’re thrilled to have been named an HRD Canada Best Place to Work 2022, recognized for going above and beyond in helping our employees navigate the COVID chaos.

TalentMinded is a focused, responsive environment where your ideas will be heard, often implemented and most importantly celebrated. 

To keep our teams healthy and thriving, we offer the following benefits:

• Work where you work best - always. We are working 100% remotely and will remain that way forever. When we know it is safe, we will re-evaluate when and how we come together.
• In addition to vacation time, 5 paid personal days to prioritize your mental health, a paid volunteer day for you to give back to your community and your birthday off.
• An annual flexible, healthcare spending account.
• An Employee Assistance Program, including 10 hours of mental health counselling each year.
• $250 reimbursement for any office equipment or setup you need.
• Educational reimbursement for programs that mutually support our objectives.
• Peer-to-peer monthly recognition bonus for people who exude our values.
• A Fitbit so you can join in our wellness contests and challenges.
• Surprises - we've been known to send secret boxes filled with goodies to our teams.

More about why people join TalentMinded as a Talent Acquisition Specialist:

We 10X your recruiting experience. You will work with multiple companies in some of the most impactful industry sectors. The exposure and the type of recruiting you will do here would take years to achieve in a corporate environment. 

Global exposure.You will work with companies all over the world recruiting for positions up to the VP level.

Learning and development.You will learn more about how to use data to drive the recruitment process as well as innovative and modern recruitment strategies. You will learn new technologies - we use an extensive recruitment technology stack and are always looking for new tools to improve or automate our processes.

The people. We are a diverse and inclusive and collaborative group. We support each other and genuinely care about each other.

As an employer, our mission is to help develop the next generation of talent acquisition leaders. If you want to be part of that change, express your interest here and follow us on LinkedIn, Twitter and Glassdoor.

At TalentMinded, we recognize that not everyone takes the same path when it comes to building their skills. We value diversity of thought and of experience, and we are excited to hear from you! Hands-on experience, intelligence, innovation, a passion for learning, and a team-focused approach can combine to form the best set of qualifications. If you feel you meet most of the qualifications and you are excited by the possibility of helping us achieve our mission, take a chance and express your interest by applying now!

TalentMinded also welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please contact candidateexperience@talentminded.ca for assistance

We have a strong commitment to building a diverse team. If you’re from a background that’s underrepresented, we’d particularly love to meet you.

About our Team

Fringe is a fast-growing HR technology company based in Virginia. Founded in late 2018, Fringe is the first ever platform for personalized lifestyle benefits. At Fringe, we are a relentlessly people-focused group revolutionizing the way employers care for their people in the benefits space. We’re a supportive, down-to-earth team fully committed to the belief that relationships fuel outstanding client experience.

What You Get to Do

As a member of the Fringe success team, you will work with Fringe clients to ensure they’re receiving the tools and resources they need to achieve their company goals. As the Customer Success manager you will be a part of the clients’ entire lifecycle from onboarding to ongoing business reviews with leadership.

Some of your responsibilities will include:

• Onboarding new clients and their people onto Fringe.
• Being the voice of the customer to all Fringe employees by organizing, analyzing and sharing pertinent information learned from clients.
• Fostering a relationship between clients and our support team to solve technical issues for their employees.
• Delighting customers with a positive, customer-centric attitude.
• Understand and align with customers on the outcomes they expect from offering Fringe to employees.
• Following up on contract renewals to reduce the potential of churn and create loyal, ongoing customer relationships.
• Provide knowledgeable guidance, insights and recommendations that help customers optimize their Fringe offerings.
• Execute regular review cadences with customer contacts and perform any necessary follow up.
• Develop knowledge of the Fringe brand, tools, customer use cases and vendor offerings.
• Working with our sales team to strategize on ways to meet individual clients ongoing goals and deliver more value through up-selling.
• Working with our success team to further develop our client success strategy.
• Working with Salesforce to maintain accurate records of all customer details, dialog and opportunities.

What We’re Looking For

• Empathetic candidates with a positive attitude who desire to help our customers reach their goals.
• 1+ years of experience working with customers in a Customer Success position.
• Exceptional communication skills, highly organized and collaborative.
• Experience building and maintaining relationships, while working to drive engagement and mitigate churn.
• Flexible approach to work that can adapt effectively with uncertainty and change.

Holistic Benefits.

At Fringe, we care about lifestyle benefits. It’s our entire business! Our desire is to be able to support each and every Fringe employee inside and outside of work. Our benefits include:

• Competitive salary for all full-time employees
• Employer paid medical, dental, and vision insurance
• Paid time off, paid holidays and paid parental leave
• Stock Options so you can participate in our success
• Your choice of monthly Fringe lifestyle benefits ranging from Hulu and Spotify to child care, meal delivery and fitness.

About Fringe

We built Fringe to give companies a better way to show love and care to their people. Because we believe it’s the people who really matter.

Companies exist because of the products and services they offer, but we believe the people within them should come first. At Fringe, this is the way we live.

Practically this means we hire people who care about their teammates just as much as (if not more than) themselves. We hire people who are genuine, humble, willing to learn, ready to teach, able to adapt, flex, collaborate, celebrate each other, win together and lose together.

We’re a startup, and that means we must be a courageous group. We solve problems all day, but we also mess up sometimes. We extend grace to each other, and we try again. We aren’t looking for perfect people. We’re looking for people who own their faults, play to their strengths, and have the courage to simply be the same person all the time.

If that doesn’t sound like your cup of cold brew, no hard feelings. But that’s exactly who we are and what you can expect when you work at Fringe.

Still interested? We’d love for you to apply.

About DECA Games

We believe that games should be played for decades but many are abandoned even when a loyal community is screaming to keep them alive. DECA specializes in acquiring games from other developers and reinvigorating them to continue to entertain for decades. When other studios see an old game, we see an amazing set of problems to solve and a huge opportunity.

DECA is a remote company with over 230 people in over 26 countries globally. DECA has been profitable since our inception in 2016. DECA is also a part of the Embracer Group, the largest public gaming company in Europe.

About our culture

We’ve managed to maintain a small company feel with the stability and resources of a much larger one. We fully believe in the flexibility of a remote workplace. Employees are trusted to manage their time and get things done independently. We believe that egos and politics need to be checked at the virtual door. That means no jerks are allowed, that no job is too small for anyone, and an openness to help and learn from each other is required. We love the challenge of working within constraints and love when we succeed as a team. Check out more about us and our values on our website (www.decagames.com).

About the role

We are looking for a Customer Support Manager to help us provide top-notch customer service and support to our valued players.

Responsibilities

• Manage a team of Customer Support Leads and Agents
• Act as the escalation manager for on-going player-reported issues
• Monitor day-to-day player sentiment and make recommendations to the Product team for improvements
• Create/update customer support guidelines
• Bridge the communication gap between player and product, knowing when to escalate and when not to based on scope of issue, player sentiment etc.
• Define game specific policies and procedures for interacting with our players via tickets, or other methods (high level initiatives)
• Managing player refunds and exploit management
• Cross-training in Live Ops with the goal of reducing the day-to-day tasks for our Live Ops managers, configuration of in-game events, and game balancing

Requirements

• 2+ years experience in Customer Support in a similar role
• Experience with ZenDesk or other ticket management systems is a plus
• Passion for gaming and good understanding of F2P mobile games
• Very good knowledge of G Suite, Jira and Confluence
• Prior experience managing player expectations and communications
• Prior experience in community support, or possibly Live Ops
• Understanding of CMS driven content
• Experience with PC/Mac games is a plus
• Fluent in English, any additional language is a plus
• Proven ability to handle stressful situations, prioritize tasks and meet tight deadlines
• Very good communication skills
• Strong interpersonal skills (high motivation, driven to exceed goals, constantly learning and improvement)
• University or Bachelor’s degree

Benefits

• Remote first company culture
• Flexible work hours to support a personal work-life balance
• Weekly remote Embodiment@Work breathing and workout exercises
• Working in a multicultural environment with people from over 20 different countries
• Flat hierarchies and a great and dedicated group of people
• 20 days of paid time off
• Food vouchers

About Feedonomics

As a leading product feed management platform, Feedonomics partners with agencies, brands, and retailers to optimize and list their products on the top ecommerce shopping destinations around the world. 

What makes us different from other SaaS companies in the space? 

We manage everything from integration and full-service onboarding to ongoing feed maintenance for our clients, enabling them to expand their ecommerce business more efficiently.

Since its inception in 2014, Feedonomics has developed an incredible reputation for our full-service approach to feed management, our inclusive culture, and our industry-leading technology.With principles that go beyond optics, Feedonomics looks to deliver the same people-first strategy internally as we do externally.

The Role

The Enterprise Support Specialist I will be responsible for troubleshooting and resolving feed-related issues for Feedonomics enterprise-level clients. They will utilize all elements of data feed optimization, ensuring adherence to Feedonomics and industry best practices and documented methodology to ensure a high level of service delivery. The Enterprise Support Specialist I report to the Enterprise Operations Manager.

The Responsibilities

• Liaise with clients to resolve any feed-related issues that come up after optimization, fulfill client’s requests that are related to products and provide insights and suggestions for product feed optimization
• Provide detailed feedback, performance reports, etc., customized to meet the goals and needs of the client
• Meet client SLAs 
• Import troubleshooting on all Lite-qualified integration methods
• Configure and map attributes from a variety of files, including delimited and XML files, custom scripts and API-based platform integrations
• Transformer troubleshooting and implementations, including Field Execution Order
• Basic root case troubleshooting between merchant website, channel destination, and data feed
• Round-robin intake and individual queue management, up to XX requests
• Timely management of first responses, resolutions, and communications resetting expectations
• Raise any issues of client database to Manager or Enterprise Feed Manager
• Manage Ticket queue to effectively meet SLAs
• Pass-forward by time zone (First response, timely execution where possible)
• Raising issues to or taking direction from Enterprise Feed managers where account direction or roadmap needs special consideration

The Requirements

• 1+ years work experience minimum in a technical support role 
• Customer-focused -You’re obsessed with providing the best experience for candidates and your internal hiring teams
• Effective communication-Excellent written/verbal communication and customer relationship skills are critical
• Problem-solving-Resourceful and able to identify and creatively solve problems and improve on current processes
• Adaptability-Able to easily adapt, learn quickly, and work under pressure in a fast-paced environment
• Critical thinking- Able toconnect ideas, evaluate arguments, find errors and solve complex issues
• Advertising Channel -Google Analytics, Google Search preferred
• Coding Languages- Python preferred
• Bachelor’s Degree in Computer Science preferred or relevant work experience

What's in it for you?

• This is a remote position
• Competitive pay
• Medical, dental, and vision (VSP) insurance
• Additional cost saving programs, such as Health Care FSA and HSA, dependent care flexible spending accounts, life insurance, and more
• 401K retirement plans
• Family benefits, such as parental leave, newborn sick leave, adoption assistance, and more
• Unlimited PTO for salaried positions and up to three weeks for hourly employees
• Monthly half-day Fridays (yes, really!)
• Flexible work scheduling
• Virtual and in-person team events
• Philanthropy partnership and volunteer days off
• Employee resource groups for people of color, LGBTQ+, veterans, caregivers, and more
• Employee assistance programs (a free benefits program that offers counseling services for issues relating to mental health, substance abuse, bereavement, and more)
• Educational assistance
• Pet insurance
• Refer-a-friend bonuses
• Discounted gym memberships
• Commuter benefits