We want someone to join our team who truly desires to make an impact, is empathetic, loves communication, is courteous, and is constantly striving to grow/improve. Of course, being remote means you won't be micro-managed and you should be highly responsible for your actions, be reliable, focused on output and results and understand that great companies are built one small step at a time.
There are no requirements for past experience in Customer Success.
If this position interests you, then definitely apply (details below)!
Some of our most amazing team members have grown into the role based on their drive and personal goals. We'd love to help you here too if that's you!
We would expect you to have:
What does the average day look like in Demio? Imagine this:
Log in to your Slack app when you start the day and high five the team already on 🤝! Our team is all over the world, but we're always overlapping hours working together to innovate and move the company forward.
Review any development updates in Slack or Carrot from your teammates on internal updates, urgent tickets, new bug fixes, or what's going on in the company for that day. Communication is always key here in a fast moving company!
Log into Intercom and review the conversations going on for the day and see if anything should be reviewed prior to starting your shift. You can check in with any other team members of any urgent tickets and organize your priorities to make yourself successful for the day.
Our weekly success meeting will outline what we can expect for the week, any new initiatives, and bugs we’re expecting to be crushed. If we have any backlogged conversations, you can start tackling those and following up with users.
Inside of the Intercom help desk, we’ll be doing live chat and email responses to help our users succeed with Demio! That means quickly diagnosing priority on tickets, understanding customer use cases, and product issues. Sometimes that means ringing up the engineering team or making tickets and sometimes that might mean jumping on a product call with a user to help them get unstuck.
It'll be important that you keep communication strong with the success team (especially during transitions) on what’s going on and where!
Then, you can high five your teammates again when you log off and update the team in Slack with your daily update!
Once a week, we'll review the tickets as a team, review team KPI’s and review any major issues (plus we’ll meet monthly to look where to improve for better internal systems across the company). And if it’s a Friday, we might pop a few beers (or mimosas) together on Demio and cheers to a great week!
More about the position:
We’re expecting this to start as a Saturday part-time shift for our team. This shift would start at 9 am EST - 5 pm EST on Saturday and 8pm - 11pm EST from Monday to Friday. Ideally, you may be on Central time or on European time to match hours that fit your schedule.
We’re open to any time zone, as long as you can fulfill it!
The payment for this position will be based on experience and your background, but we’ll be very transparent on our initial calls if this is a fit.
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