Description
Float is the
world's leading resource scheduling app, helping more than 3,000 creative teams plan their time.
We're hiring a remote Customer Support Specialist to join our Customer Success team and support our users in time zones across our Australasia and European regions. You'll be the fourth member of this team, and our second outside of the US.
We're a self-funded and profitable company of 17 folks across 5 countries. You'll be joining us at an exciting time of growth and expansion.
About the Role
Your main focus will be helping first-time users become customers. You'll respond to inbound requests via our email drip campaigns and support channels, all managed within our Intercom CRM platform. While most of your communication will be written, we've learned that 1-1 online demos can really help teams when they're starting out, and you'll be aiming to schedule these regularly throughout your day.
Other activities include responding to inbound support tickets, helping teams with billing changes, troubleshooting bugs, tracking feature requests and completing customer RFPs as requested. Over time you'll manage accounts you have brought on as customers, exploring opportunities to extend the value and usage of Float. You'll have a stellar engineering team to help support on the tricky technical stuff.
Fortunately, we have a product
our customers love, so a large part of your job is about being a great listener: understanding the customer problem, and figuring how Float can best solve it.
We're out to build the company we always wanted to work for, and expect every team member to contribute to making Float a better place. You'll be looking out for ways to improve customer success, from our documentation to our processes and practices.
You'll chat regularly with your team via Slack, and meet weekly over a Zoom video conference. Each year we also meet in person to dive into the big topics (last year it was
Athens!)
Requirements
We’re looking for someone with experience working within a Customer Success team for an online B2B service. Perhaps you're currently working for a larger team, and looking to have a greater impact on a smaller, growing team.
You must be able to provide online support during the hours of 11am - 7pm AEST, suited to someone based in Australia. We're otherwise flexible about where you work, and how you structure your day to respond to our customers efficiently.
You've had experience in training others. You get energy from chatting with customers, and delivering engaging demonstrations. We expect once you're ramped up, to be scheduling up to 8 online meets a day.
Our audience are predominately agencies and creative teams. Experience in these industries is advantageous in helping deliver relevant solutions.
As our team are in many different time zones, we rely on clear, concise, asynchronous written communication. This is one of your strengths, and it should be evident in your application. Previous experience working in a remote role is preferred, but not required.
Benefits
💼 Co-working expense budget: A budget for when you'd like to work out of home.
🏖 Work where you want: As long as you have great internet speeds, be wherever you want to be.
🏰 Annual team meetup: We get together as a full team every year. The last two were in
Athens and Lisbon.
⚕Medical, dental & vision: In the US, we pay 50% of your coverage, including partners and children.
🖥 Home Office Expense Budget: We help you kickstart or upgrade your home office setup.
💰Team Liquidity Pool: Rewarding our team if there's ever an exit.
We're a US-based company. If you are based outside the US, as half our team is, you will be hired as a Contractor.