Client Support Specialist

theEMPLOYEEapp

Client Support Specialist

theEMPLOYEEapp is looking for a Client Support Specialist to support our growing Client Success team. In this role, you’ll work closely with the Client Success Account Managers, as well as colleagues in Product, Engineering, and our clients and end users. Your focus will be to oversee our tier 1 and tier 2 end user support including client escalations and maintaining our relationship with our support partners. You’ll also build and enhance processes for escalation and product testing, and analyze trends to support the Client Success team with documentation and proactive outreach.

The ideal candidate has a passion for client support and communication technology who will drive and own support processes for both end users and our client success team. They understand how to use reporting/analytics to make data driven suggestions for ongoing product development and end user support. If your calling is to find the most efficient and effective way possible through clear communication, software knowledge, and the passion to take our CS org and Customers to new heights, then keep reading!

How you can make an impact:

  • Manage our customer support platform and oversee the day to day support provided through external partners. 
  • Take ownership of the escalations process – creating efficiencies and enhancing the customer experience through strong communication and quick resolutions.
  • Identify and report on customer support trends that improve our product and inform future product roadmaps. 
  • Clearly communicate with Client Success Account Managers to create end user communications that ensure the highest level of customer support and contribute to the maintenance and growth of client ARR. 
  • Create and implement product release testing plans to support the Client Success team and inform client communication strategies.
  • Liaise with the Engineering and Product teams for bug reporting and oversee the creation and updating of client generated engineering cards in our development platform.
  • Become a Product expert to help solve client and end user issues efficiently and effectively while representing the client success team and theEMPLOYEEapp with a customer first mentality.

Who we think you are: 

  • 2+ years working in Customer Support
  • Strong analytical skills and an aptitude for working with data 
  • Previous SaaS Experience 
  • Systems/Tool administration is a must; experience in platforms such as Jira, Zendesk, SalesForce etc.
  • Ability to work independently and drive projects from start to finish in a fast-paced environment
  • Highly collaborative, team oriented, and comfortable leading cross-functional projects
  • Professional writing and communication skills for both customer and executive audiences

Benefits Package:

  • Medical, Dental, Vision Insurance
  • Life Insurance
  • AFLAC
  • 401(k)
  • 401(k) Match
  • Generous Paid Time Off
  • Pet Insurance

We are proud to be an Equal Opportunity Employer!

If you are interested in this role, please email your resume and cover letter to humanresources@valiant.com.