Client Support Specialist
il y a 3 semaines
About Us
Close CRM is a self-sustaining, successful, fully remote organization with a dedicated team of approximately 90 individuals who prioritize independence and meaningful contributions.
We assist small to medium-sized enterprises. Since our inception in 2013, we have developed a CRM that emphasizes enhanced communication, eliminating the burdens of manual data entry and intricate user interfaces. Our mission is to significantly increase the productivity of every sales representative.
About the Role
In the position of Client Support Specialist, you will be tasked with addressing customer inquiries, troubleshooting technical issues, and providing exceptional customer experiences that embody the Close support ethos.
This role demands a considerable degree of autonomy and immediate accountability. The primary focus of a Client Support Specialist is managing our support ticket system. These tickets encompass general customer inquiries as well as technical troubleshooting and API support. Our team adopts a consultative approach to support, aiming to guide our customers in utilizing Close more effectively.
Additionally, you will take the lead on individual projects and initiatives as necessary.
Our team is compact, collaborative, and dynamic: we share solutions, support each other's development, and are passionate about problem-solving. We depend on our Client Support Specialists to manage their time efficiently, communicate clearly, and collaborate effectively in a fully remote setting.
Some of the tools we utilize include: Help Scout, Sift, Stripe, Twilio, Plivo, Guru, and Asana.
You will report to the Director of Customer Support and will be expected to operate during Western/Central European business hours.
About You- You are located within the BST/CEST time zones.
- You possess strong proficiency in the English language, both written and spoken.
- You have experience collaborating with remote teams globally.
- You have a minimum of 2 years of experience in a customer-facing support role within a technology organization.
- You are knowledgeable about the SaaS and CRM landscape, possibly having experience with other sales platforms or frequently integrated applications.
- Bonus points for technical or coding expertise, including VoIP, email, network management, and APIs.
- Bonus points for professional proficiency in the German language.
- Address customer support tickets via email and occasionally handle support calls during Western/Central European business hours.
- Gain expertise in the Close product, including its features, integrations, and capabilities.
- Escalate issues to senior support personnel and engineering when necessary.
- Detect and prevent fraudulent activities, conducting systematic reviews of new user registrations to ensure they are genuine Close customers.
- Manage billing changes, updates, refunds, or credits.
- Identify system bugs and communicate them to our engineering team for resolution.
- Collaborate with our Customer Success team to provide additional support to key clients.
- Maintain help center documentation and create content for new and updated features.
- 100% remote company culture.
- Generous PTO policy, including a winter holiday break and additional PTO days for each year of service.
- Paid sabbatical every five years.
- Paid parental leave.
- Comprehensive medical, dental, and vision plans with HSA options.
- 401k matching program.
- Dependent care FSA.
- Build a house you want to live in - Emphasize long-term thinking and actions.
- No BS - Uphold transparency and honesty, especially in challenging situations.
- Invest in each other - Foster successful relationships with colleagues and customers.
- Discipline equals freedom - Honor commitments to yourself and others.
- Strive for greatness - Continuously challenge yourself and others.
- Focus on productivity, quality, and impact - We trust you to prioritize and meet your goals without tracking hours.
- Embrace asynchronous communication and collaboration - Our global team does not require traditional working hours.
- Value deep work - Prioritize focused work during your regular hours.
- Enjoy autonomy and freedom - Create a sustainable work environment that suits you.
Operating from over 22 countries, we are a diverse group of talented individuals with varied backgrounds and lifestyles. Close has been fully remote since 2016, fostering a workplace centered around asynchronous communication and collaboration. Each year, we gather in different locations worldwide to strengthen our community bonds.
We adopt a mature approach to work, emphasizing effective time management, thoughtful communication, and high-quality output. Our team enjoys impressive tenure, as we value our colleagues, appreciate our autonomy, and thrive in a challenging environment.
Our favorite value is "Build a house you want to live in," guiding our decisions to help our customers succeed while caring for our business and team members' well-being.
Our application process promotes equitable and unbiased hiring practices, featuring a brief series of questions similar to those in initial interviews. This helps us understand you better from the outset.
While we embrace the potential of generative AI, we ask that you refrain from using AI tools in your application. We want to learn about you, your experiences, and your communication style. All responses are carefully reviewed by multiple team members, and any applications that appear to be AI-generated will be disregarded.
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