Customer Support Associate
Remote within USA
Hours: 8AM-5PM CET
Why Qwilr
At Qwilr, we're doing something new...
We're building a platform to creates sales experiences that drives revenue. We do this by making it easy to create beautiful, interactive collateral with analytics on what buyers are interacting with, payments, e-sign, easy integration into your CRM, and all the other functionality you wish your old PDF documents had. We have made a beautiful product that solves a real market need, and that in turn has made us a strong business with a multi-million dollar ARR, consistent growth and incredibly low churn. It's now time for us to scale this growth and we want you to come and be part of it.
About the Role
As a Customer Support Associate, you will play a vital role in ensuring the timely and efficient resolution of customer inquiries. Working as part of a globally distributed team, you will be responsible for maintaining high standards of customer communication and satisfaction. This position requires a proactive and customer-centric approach, leveraging various support channels to meet and exceed response time targets, and is will be both ticket/email based and Zoom/Teams based meaning you’ll spend some of your time on customer troubleshooting calls.
The working hours for this role will be:
8AM - 5PM Central time, we welcome applicants from all over the USA that are able to cover these hours.
(Note: This role requires email-only weekend support shifts on a rotating basis)
What you'll do
- Customer Inquiry Handling:
- Manage and respond to customer inquiries received through HelpScout via email, live chat, and Zoom.
- Ensure initial response to new inquiries within 30 minutes on average.
- Provide immediate responses to live chat inquiries during working hours, ensuring chat is active for 75%+ of your shift.
- Issue Resolution:
- Perform initial troubleshooting and resolve common issues over Zoom and HelpScout tickets.
- Escalate complex or unresolved issues to Qwilr Engineers when needed.
- Customer Communication:
- Keep customers informed of ticket status and expected resolution times.
- Maintain clear, concise, and empathetic communication throughout the resolution process.
- Send follow-up messages post-resolution to ensure customer satisfaction and encourage feedback.
- Performance Monitoring and Improvement:
- Meet key performance indicators including initial response time (target: 15 minutes), average response time (target: under 30 minutes), and customer satisfaction scores (target: above 90).
- Participate in weekly team meetings to discuss common issues, share knowledge, and update processes.
- Collaborate with the team to enhance support processes and product features based on customer feedback.
Your application will be reviewed from August 9th onwards.
About you...
- You have excellent command of English. Strong written and verbal communication skills, Zoom/Video Chat experience a must. We primarily operate in English, so fluency is required.
- You're empathetic towards customers and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.
- You love solving problems. While Qwilr works hard to make the software easy to understand, sometimes customers want to do things that take a bit of thinking or they’ll run into a bug. We’re looking for someone who loves solving puzzles and can help figure out the best way forward to get a customer back up and running. Solutions, not just answers.
- You have clear routines, structure, and strong communication skills. Qwilr's support team is entirely remote and located all around the world. Remote working means you will need a high degree of organization and self-leadership in the way you manage your day without having other people around. And above all, making sure your teammates and manager are always kept in the loop.
- You have support experience, preferably B2B SaaS support experience. While it's not a requirement, if you've previously worked with a B2B software as a service company, especially in a troubleshooting or training role, that would be excellent.
- You're enthusiastic about training customers via written help and leading calls.
- You're comfortable leading group customer classes with an assortment of customers with live questions.
- You are proficient in using support tools such as HelpScout, HubSpot, (and Qwilr 😉) and familiarity with live chat and video conferencing platforms. These are preferred but not required as you will go through in-depth training.
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other folks in minority groups tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point above, please still get in touch. We'd love to have a chat and see if you could be a great fit. You can find more about diversity and inclusion at Qwilr here.
Perks
- 100% remote role within USA
- Meaningful equity
- 4 weeks paid leave per year
- 401k and health benefits
- Generous parental leave
- Amazing company-wide retreats every year (in Australia!)
- Budget for work setup, further education, conferences and books
- Parent-friendly, and support for flexible working arrangements as the queue allows
- But, the real benefit is that at Qwilr you'll get to do challenging, rewarding work with smart and dedicated teammates
Our Team
Principles
Way finding in startups is hard, that's why Qwilr is driven by our principles.
Interested?
We'd love to hear from you.
Your application will be reviewed from August 9th onwards.