LeadSimple, Inc.: Customer Support Rep
Headquarters: Washington State, U.S.A.
URL: https://www.leadsimple.com/careers
A day in the life of…
- Track and Surface Customer Requests and Feedback – Tracks customer requests and effectively communicates the details to the engineering team to complete the request.
- Evaluate Client Tickets and Delegate to Applicable Team – Demonstrates clear knowledge of what LeadSimple can and can’t do. Takes client requests, creates tickets, evaluates, then passes to the appropriate internal department.
- Maintains a High Degree of Customer Satisfaction – Measured by promoter scores, response time, and ticket ratings
- Provide Consolidated Client Feedback – Recommend service and product enhancement to improve the sales potential and customer satisfaction. Minimum of 3-5 actionable insights and changes per quarter gleaned from client interaction.
- Maintains Educational Resources – Continuously update educational resources including training documentation, training courses, & videos.
- Facilitate Video/Phone Calls with Clients – Able to facilitate video/phone calls with clients at any time during working hours.
- Participate in Weekly Team Meetings – Participate in and provide value to the team meetings every week.
- Maintain Metrics – Meet or exceed CSAT score, response time, & ticket rating goals set on a quarterly basis.
- Develop Skills Necessary to Manage Future Client Implementation Projects – Seeks out information and knowledge for future plans to effectively manage capacity to handle a pipeline of 8-10 proposals per month.
- Build Custom Solutions – Consult with customers and build custom solutions based on their needs.
Expectations for your first 90 days:
- Confidence in handling customer issues independently by 90 days. The expectation is that 75% of tickets can be handled autonomously.
- CSR will respond to customer inquiries and own the outcome. No one will know everything, but the CSR needs to be able to handle the majority of customer issues autonomously.
- Equal contributor of workload responsibilities. Reps must handle an equal amount of work dispersed amongst the team. As an example, if we have 4 reps and a manager, you would be expected to work 25% of the ticket load for the week.
- We are a small team, and in order for our team to run efficiently everyone needs to pull their share of the workload. The expectation is that the CSR will handle an equal amount of work as the other CSR members, excluding managers. We expect each team member to update or write at least one help article per month.
- Customer Obsession – Maintain high CSAT Score of 94.0%
- Our core value of customer obsession is paramount at LeadSimple. We expect a CSAT score of 94%
Perks:
- Company Holidays
- Paid Time Off (in addition to the above)
- Monthly Healthcare Allowance
- Yearly Vacation Allowance
- Fun and outcome driven work environment with a smart, hard working team
- Location independence
- Mission driven company and values-based culture
Please only apply if you:
- Embrace learning new technology
- Learn fast
- Communicate crisply
- Proactively seek solutions
- Own the outcome
- Embody emotional maturity
- Bring an optimistic “can do” attitude
- Supply your own internet and smartphone
- [0+ Experience in…]
- Have B2B SaaS experience (preferred)
- Due to our core business hours, applicants must be located between -8 GMT to +2 GMT (Americas, Africa, and Western Europe)
- **NOTE: We are not accepting applications in California, Colorado, or New York at this time.
- Fill out the application, located here [insert link of job application]
- Introduction call with People Operations (15 minutes)
- Offline work sample test (up to 60 minutes)
- Interview with Hiring Manager (60 – 90 minutes)
- Possible panel interview (up to 60 minutes)
- Offer call (15 minutes)
- Written offer
- If you accept the offer, a start date will be agreed upon
- On starting date, you enter a 90-day trial period, fully paid
- If all goes well in your first 90 days, you convert to a full-time team member!
In summary…
To apply: https://weworkremotely.com/remote-jobs/leadsimple-inc-customer-support-rep-2
Edunonia – Education for better tomorrow Education for better tomorrow
-
Marketing and Membership Manager
by Ndenkoh on March 29, 2024 at 12:00 am
Oakbrook Terrace, The Pediatric Orthopaedic Society of North America (POSNA) is a not-for-profit professional organization of over 1600 surgeons, physicians, and allied health members passionately dedicated to advancing musculoskeletal care for children and adolescents through education, research, quality, safety and value initiatives, advocacy, and global outreach to children in underserved areas. Summary: Manage a wide …
-
Looking for a Paid Search Specialist with E-commerce Experience (Remote Job)
by Ndenkoh on March 29, 2024 at 12:00 am
Nationwide, We are seeking an experienced Paid Search Marketing Specialist to join our team. As a Paid Search Marketing Specialist, you will be responsible for developing, implementing, and managing our company’s paid search marketing strategies. This is a senior-level position, and the ideal candidate will have over 5 years of experience in the field, with …
-
Associate
by Ndenkoh on March 29, 2024 at 12:00 am
Washington, D.C., Summary Washington, DC based association management firm seeks highly motivated communications professionals to create and manage multi-format communications initiatives for various clients. The Associate is a strong communicator and will ensure efficient, effective communications for multiple clients that support the clients’ goals, while managing deadlines and paying close attention to detail. Friendly and …
-
Director, Marketing and Communications
by Ndenkoh on March 29, 2024 at 12:00 am
Schaumburg , Illinois, Manages the development and execution of the marketing and communications strategy and ensures all marketing communications are consistent with CNS brand identity and messaging. Oversees creation of marketing plans, and campaigns to generate prospects and recruit new members through marketing activities and sales of member products and services, e.g., CNS Annual Meeting, …
-
Marketing Account Manager (US Remote)
by Ndenkoh on March 29, 2024 at 12:00 am
Kansas City, Missouri, About Water.org 1 in 4 people around the world lack access to safe water and 2 in 5 people don’t have access to a safe toilet. We are working every day to change this. We are Water.org. We’re here to bring water and sanitation to the world. We want to make it …