Customer Relationship Specialist
Remote
Apply
remote type
100% Remote
locations
United States – Remote
time type
Full time
posted on
Posted Today
job requisition id
R2314390
You are a driven and motivated problem solver ready to pursue meaningful work. You strive to make an impact every day & not only at work, but in your personal life and community too. If that sounds like you, then you’ve landed in the right place.
Do you have amazing customer experiences and tell all your friends about it? That’s the type of feedback we hear from our customers every day! Our dynamic team of professionals help customers with their Auto and Home policies, using industry-leading digital applications and technology.
ABOUT THIS OPPORTUNITY
As a Customer Relationship Specialist, you would be handling inbound telephone calls or written requests from customers. No selling involved – your job is to make it easy to get things done by providing fast, high quality service experiences. No insurance experience is required either – we’ll provide you with all the training you need to get started with an assigned mentor and call coaches, plus you’ll receive ongoing training and support as you build your career at The Hartford.
This role could be a good fit if you
:
Enjoy helping customers over the phone
Have the ability to learn insurance product and processes in a remote training environment
Thrive in a fast-paced work environment
Are able to commit to the training and work schedule
Have a dedicated workspace free from distractions during work and training hours
Location: Remote
Start Date: November 6, 2023
Training Hours: 9:30AM-6PM EST Monday – Friday (5 weeks with no time off)
Post Training Hours: 9:30AM-6PM EST Monday – Friday
QUALIFICATIONS:
WHO YOU ARE:
You are able to confidently handle customer requests and have a strong attention to detail, exceptional problem solving and critical thinking skills
You can effectively communicate with customers while also using computer systems to research and process information
You have prior customer interaction experience (preferred)
You maintain a positive and professional demeanor
You have a High School Diploma
BENEFITS:
Medical, Dental, Life and Disability Insurance – EFFECTIVE ON DAY ONE!
19 days paid time off in your first full year
Tuition reimbursement
Paid volunteer opportunities
Employee recognition
Wellness program
And more!
For full-time, occasional, part-time, or remote positions: (1) high speed broadband internet service is required, we do not recommend or support DSL, wireless, Wi-Fi, Hotspots, Fiber without a modem and Satellite; (2) Internet provider supplied modem/router/gateway is hardwired to the Hartford issued computer with an ethernet cable; and (3) minimum upload/download speeds of 5Mbps/30Mbps will be required. To confirm whether your Internet system has sufficient speeds, please visit http://www.speedtest.net from your personal computer.
Compensation
The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:
$40,685 – $61,027
Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age


Customer Relationship Specialist

Customer Care Representative
REMOTE
time type
Full time
Overview
The Customer Care Representative position provides professional, quality, and “best in class” service for existing and prospective customers by using a consultative approach that reflects the culture and philosophies of Sunrun. This position involves activities including but not limited to inbound and outbound phone calls, email, live chat, letter, fax, data entry, and social media. This role is responsible for facilitating, analyzing, and resolving customer issues, providing product support and following up to resolve concerns in an accurate and timely manner.
Responsibilities
Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques
Troubleshoots and problem solves customer’s issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathic approach at all times
Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate data is entered in CRM and other technology as needed
Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management
Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment. Provides back up support to other teams as needed
Takes the initiative to obtain and consistently upgrade product knowledge
Builds relationships and works closely with customers, co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed
Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature
Report any training needs or system error/discrepancies to supervisor
Complete other tasks as deemed appropriate by supervisor
Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position
Qualifications
High school diploma or equivalent
Minimum of 2-5 years of customer service experience
Excellent interpersonal, verbal, and written communication skills
Demonstrate an ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion
Demonstrate an ability to maintain composure while diffusing and professionally negotiating a high-tension situation on a routine basis
Strong retention skills with the ability to follow a process flow and/or script as needed
Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi task effectively and execute tasks with minimum supervision
Strong organization and time management skills
Strong attention to detail and accuracy
Solid logical decision making and troubleshooting skills with the ability to problem solve in a timely and effective manner
Takes ownership of issues or questions and will escalate problems to the appropriate persons and follow up accordingly with the customer
Ability to maintain a high level of confidentiality by handling sensitive and private customer information in accordance to Sunrun’s policies and regulatory requirements
Embraces change and is flexible to the needs of the business and team
Proven ability to meet deadlines and key metrics, work independently, as a team player, and drives results in a fast paced, team based environment
Proven track record of reliability and a strong work ethic is a must
Starting salary/wage for this opportunity:
$15.50 to $19.42 per hour.
Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards. Sunrun provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions.


Customer Care Representative

Title:
Customer Service Representative – Remote US
Location:
United States
At Colibri Group, culture is a critical part of our collective success, and we live our values everyday: Love, Joy, Boldness, Teamwork, and Curiosity. These values guide our interactions with each other, our customers, and the community.
Position Overview
When you join Colibri, you ll be part of a team that s supporting our customers from the front lines. As a Customer Service Representative, you ll play a vital role in enabling first call resolution in a constantly evolving industry, while using a variety of tools and technology. In the process, you ll handle a broad range of customer service call types such as processing extensions of expired products, enrolling customers in coursework, and assisting customers as they navigate our website. It s an opportunity to showcase your customer experience expertise and assist us in creating customers for life!
Position Requirements & Major Responsibilities
Professional ability to build relationships with customers, while giving you the opportunity to personalize your communication.
Provide technical support and fast-paced critical thinking to anticipate our customer s current and future needs.
Strong work ethic and self-motivation with a commitment to succeed both individually and as a team.
Excellent interpersonal, written, and verbal communication skills.
Aptitude to learn and navigate new software quickly, and comfortable using multiple computer screens and internet tabs simultaneously.
Reliable in-home internet connection
Dedicated, quiet, and distraction-free workspace
Prior Experience Required
High school diploma or equivalent
Proficiency in Microsoft Office and G-Suite
Customer Service experience preferred
Benefits
401(k) matching
Health, Dental & Vision Insurance
Paid time off
Paid training
Employee Assistance Program
Professional Education Coursework
Tuition Reimbursement
Schedule
Full-Time 8:00am – 7:00 pm ET (Varied Shifts)
Rotational weekend availability required
Some holiday coverage may be required
Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you’re excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn’t align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don’t hesitate to take the leap and apply today!
Colibri Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. Colibri Group prohibits discrimination and harassment of any kind based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other status protected under federal, state, or local law.


Customer Service Representative

Title:
Customer Support Specialist
Location:
Remote, US
Company Overview
Casetext has led innovation in legal AI since 2013, applying cutting-edge AI to the law to create solutions that enable attorneys to provide higher-quality representation to more clients, enhance efficiency and accuracy, and gain a competitive advantage. Our leadership and contributions in legal AI have been recognized worldwide, including receipt of the World Economic Forum’s Technology Pioneer award for the development of AI-powered brief analysis tool CARA AI. Today, over 10,000 law firms from solos and small practices to more than 40 Am Law 200 firms rely on Casetext to elevate the quality of their law practice. For more information visit www.casetext.com.
About the Role
Casetext is looking for a Customer Support Specialist with 3+ years of experience to join our Customer Support team. Your job will be to speak to our customers about our legal research software products, including our newest product, CoCounsel, help troubleshoot problems with customers’ accounts, set up subscriptions, and support our Sales team. We are looking for someone with SaaS experience (legal industry is preferred), a person who is organized, has time management skills, great written & verbal communication skills and loves to problem-solve.
This is a full-time job that requires 40 hours per week. However, the job may not be done during traditional business hours during the workweek. We are actually looking for candidates who are open to exploring alternative work schedules, where a portion of the 40 hours per week can be performed in the evenings or on weekends. This role is entirely remote, but
you must be based in the U.S. and authorized to
work
in the U.S & l
ooking for candidates who can work EST & CST timezones.
Newest Product Overview:
CoCounsel, built on GPT 4, is the first true AI based legal assistant for attorneys. It automates multiple time-consuming tasks attorneys perform regularly. It is flexible and powerful enough to be used by both solo practitioners and attorneys at AM Law 200 firms. It was launched on March 1st, 2023 and in its first month it generated multi-million dollars in ARR. It is on track to break through 8 figures in ARR soon. You’ll join one of the most-awarded and fastest-growing companies in the legal technology market.
As a Customer Support Specialist You Will
Speak with customers via live chat, phone, and email to help them with their Casetext accounts and help them fix problems with their accounts
Speak to leads about the benefits and features of Casetext’s software products
Write articles for our help center on how to use our products efficiently and troubleshoot common problems
Support our Sales team during sales
About You
You have 3+ years of experience in a Customer Support role for a SaaS company
Legal industry experience (including but not limited to: a JD, Paralegal or Legal Assistant experience) preferred, but not required
You have experience using customer support software (Intercom, HubSpot, Zendesk, or similar) for live chat, as well as phone and email support experience
You have strong communication skills & can explain complicated issues
You are personable with a friendly and approachable tone and positive attitude. You are a customer relationship builder and a problem solver!
You are calm under pressure and thrive in a fast paced work environment
You are punctual and prompt, understanding and respecting deadlines and the need to respond quickly to customers
You are tech savvy and comfortable learning new technologies
You are flexible and can adapt well
If you do not have prior legal experience, you are interested in learning about the law our customers are attorneys, and you will learn about what attorneys need for their practices and businesses in this role
Salary Range:
$50-$60K with quarterly bonus opportunities
Casetext Benefits
Competitive compensation
Exciting and meaningful work with an ambitious and passionate team
Medical, dental, and vision insurance is covered for you, and we cover 50% for spouses and dependents
Health FSA & Dependent Care FSA
Short-Term & Long-Term Disability
Professional Development Budget
Annual Wellness Budget
One-time Technology Budget
Flexible, remote-first work culture
Generous parental leave
Unlimited PTO
We’re a close-knit team of smart, driven people who really enjoy working together
On August 17, 2023 Thomson Reuters acquired Casetext, Inc. Over the coming months, Casetext and Thomson Reuters will work together to integrate the business and employees into Thomson Reuters. More will be communicated in the coming months about the transition.
Casetext is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.


Customer Support Specialist

Customer Advocate – Billing
Remote – Work from Home
Paycor empowers leaders to develop winning teams. Our Human Capital Management (HCM) software modernizes every aspect of People Management from the way you recruit, onboard, develop, pay, and retain employees. Best of all? Our team is growing, and there’s never been a better time to join! If you love to Think Big, Dream Big, Compete to Win, and thrive in a fast-paced environment, we want to hear from you!
Job Summary
At Paycor, our Customer Advocates demonstrate success with establishing and maintaining positive working relationships with customers and peers. They must possess a passion for providing world-class service, be independently driven in our virtual first environment, can learn new systems and/or enhanced functionality within an existing system, and be agile and flexible in a fast-paced environment. The Customer Advocates will work through our queues to help support and empower our customers as they come to us seeking guidance in navigating our products. They are also expected to act as an advocate for Paycor by ensuring that our customers receive top notch service every time. Launching a career at Paycor as a Customer Advocate allows for meaningful and challenging work that sets associates up for elevated career growth and advancement.
Essential Duties and Responsibilities
Support customer interactions performing basic functions within the Perform application in a team setting in a contact center environment
Act as a front-line triage by taking ownership and troubleshooting the more time sensitive, urgent and less complex issues by developing solutions to customer questions
Support customers as an advocate by educating and counseling them on procedures to eventually enable self-sufficient system usage.
Monitor the Perform system and proactively identify actions needed to correct issues as they arise.
Expected to identify and troubleshoot appropriate next steps for more complex cases that require research, then route them to the appropriate party
Follow defined process to escalate items as needed
Document and manage cases within applicable systems by reviewing, updating, and closing daily
Leverage resources for troubleshooting solutions to client questions
Prioritize a variety of tasks for quarter end and year-end processing and reporting
Must be able to meet or exceed expectations with schedule adherence
Meet or exceed productivity goals including case closure while balancing quality of each interaction
Monitor pay planner and update scheduled payroll dates accordingly – Only PPS
Attend internal meetings and huddles as scheduled
Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.
Bachelor’s degree preferred or 4 years equitable business experience required
1-2 years supporting customers via phone
1-2 years of multi-channel customer service experience
1-2 years of prior customer facing HCM or Paycor experience is a plus
Proven excellence in customer service and relationship building skills required
Effective organizational skills proven in a fast-paced, service-oriented position
Familiarity with HCM software, including the ability to troubleshoot software configurations
Ability to interface with multiple departments, multi-task, think on your feet and work independently
Strong interpersonal, verbal and written communication skills
Excellent understanding of Operating Systems and MS Office products
Prior experience transferring knowledge to others in training environment or virtually; utilizing on-line tools such as Zoom, Go To Meeting or Skype preferred
Ability to effectively solve problems by balancing detailed questions with creative solutions
Adherence to schedule and role assignments to ensure timely responses
Paycor Total Rewards
We are proud to provide best-in-class benefits delivering a personal and professional experience that meets you where it matters most – the well-being of you and your loved ones.
Highlights include:
A flexible virtual-first work philosophy
An initial equity award in Restricted Stock Units (RSUs) for all new Associates and on-going award opportunities to participate in the value created through Paycor’s growth
401(k) with $.65 match for every dollar contributed up to 6% of eligible pay
Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special)
Three medical plan options – including a $0 cost option and travel & lodging support to ensure access to medical care
Paid leave for birth parents, non-birth parents, elder caregivers, and military support
Sabbatical opportunities for tenured Associates
Employee Stock Purchase Plan, which enables you to buy PYCR stock at a 15% discount
Inclusive and accessible Employee Assistance Program (EAP) to help with everyday challenges
We also offer competitive compensation determined by each individual’s relevant experience, skills, and education. We anticipate the base pay for this position to be between $16.05/hr-$25.70/hr. In addition to base pay, Paycor Associates are eligible for a performance-based annual bonus or commission, depending on their position. If your desired salary falls outside of these rates, we hope you’ll still apply as there may be other positions that better align.


Customer Advocate - Billing

Customer Service Support 3 Hourly
US –
Remote
Full time
R13243
Summary of Responsibilities
Respond primarily to inbound calls and, when needed, initiate outbound calls to resolve customer service inquiries.
Inputs standard consumer’s requests into Company systems.
Analyze biller and aggregator trends in cases to proactively identify trends to be addressed
Proactively meet with management to help identify any issues on the floor that need to be addressed with recommendations
Assist in training new and current employees on procedures
Lead and communicate with team as the subject matter expert in situations where the standing supervisor is unavailable, especially in regards to case escalation questions.
Obtain input and involve team members regularly; listen to feedback; mentor
Monitor and resolve employee case escalations that originate from the Customer Support I & II teams
Minimum Requirements:
An education level of at least a high school diploma or GED and equivalent years of work experience
Preferred; not required 1-2 years of experience in payment processing or call center environment
Ability to prioritize work and multi-task without error
Ability to work independently and collaboratively, share information, and effectively communicate with team members and management.
Demonstrate analytical and problem-solving abilities while possessing a mindset of accuracy and attention to detail.
Ability to prioritize work and multi-task without errors, perform self-checks and peer quality checks.
Ability to perform detailed research, resolve issues, close them out and follow up
Basic familiarity with computers and computer software.
Ability to navigate multiple data entry systems and other relevant applications, including the ability to use mainframe and common PC based software packages including MS Access, Excel, Word, and PowerPoint.
Must demonstrate an enthusiastic approach to customer service.
Ability to probe, assess customer needs, and appropriately resolve issues.
Must display exceptional comprehension and written communication skills.
Ability to adapt to a regularly changing environment and flexibility with scheduling.
Must demonstrate reliable and dependable behavior such as the ability to follow a scheduled shift with little to no attendance issues.
The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX’s total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX’s comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the “About Us” section.
Salary Pay Range: $14.00 – $23.00


Customer Service Support 3

Customer Service Specialist
at Resident (View all jobs)
Remote (USA)
Resident is an industry-leader in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016 (with over 1 million happy sleepers and counting), we have also launched the Dreamcloud, Awara and Level Sleep brands to cater to a variety of sleep preferences. Our mission is simple, we strive to make inspiring products people love coming home to (and to help everyone afford a great night’s sleep)!
Oh, and by the way – we’ve been doing the remote work thing since the day we started. So you can expect a hard working team of people that understands how to create meaningful connections and get great work done virtually – it’s in our nature!
This is a fully remote position. To be considered for this opportunity you must reside within and have the right to work in the United States.
About the Role:
Resident’s ideal candidate for this role: a self-starter with an ability to adapt quickly in a fast-paced remote environment who communicates effectively. The Customer Support Specialist is responsible for assisting customers in real time via phone to help address any of their sleep or comfort needs, working to identify and overcome the customers concerns with their purchase, centered around pre and post delivery returns and cancellations.
What you’ll be doing:
Work inbound phone, chat, and email channels to provide a world-class customer experience to our customers.
Use a customer experience mindset to manage customer requests, while working to resolve them.
Comfortable handling a high volume of product and service questions.
Be prepared to become a mattress and sleep expert’- open to learning new concepts, adept at remembering details, quick on your feet with accurate recall of key information.
Be proficient with multi-tasking, entering data while assisting customers and communicating using company resources(I.E. Slack, Google Hangouts).
Answers customer requests or inquiries concerning products, overcoming objections and creating a solution to retain customers.
Continually maintain working knowledge of all company products, services and promotions
Adhere to daily schedule, being consistent and reliable with adherence and attendance.
Meets and/or exceeds daily,weekly and monthly metrics.
Operate through our core values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.
Be open to feedback and be constantly willing to learn and apply feedback immediately.
Requirements:
Have open availability and able to work weekends and key holidays
2 years of retention or customer success experience.
1 to 2 years of service/support experience in a call center or remote environment.
Great interpersonal skills with the ability to bring an upbeat, professional and respectful approach to internal and external customers.
Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution.
Must be able to adapt to changes in scheduling and be open to flexible work hours as needed
A demonstrated ability to listen to customer needs.
Excellent written and spoken communication.
Comfortable and familiar with working from home and being a self-starter.
Strong computer literacy with the ability to quickly learn and adapt to new platforms.
Experience/proficiency in programs such as Five9, Chat Tools, Google Suite, and Slack.
What We Offer
(subject to eligibility requirements):
Remote-first workplace (since 2016!)
Competitive pay
Health, Vision & Dental Insurance
HSA company contributions
401K with company match component
Generous Paid Time Off
Wellness benefits
WFH office and cell phone/internet stipend
A FREE MATTRESS plus an awesome Friends and Family discount!
If you reside in a state or location where pay transparency laws or regulations have been adopted please read the following: The hourly rate for this position is $18.70. We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location and other non-discriminatory factors. These considerations can cause your compensation to vary. [Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at People@residenthome.com
Resident is a privately-held company headquartered in San Francisco, CA., with a dedicated New York City office, London and an R&D facility in Tel Aviv. Learn more at: https://www.residenthome.com
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, veteran status or other characteristics.


Customer Service Specialist

Operations Associate (Part Time, Flexible Hours)
We are seeking an Operations Associate to join our team. You’ll be helping women bring to life their perfect cheongsam for any occasion. It’s a fun, unique and challenging role that brings together design sensibility, customer service and operations.
This is a part-time,
remote
opportunity with flexible hours (~20hrs/week). Please note: basic mandarin skills are required.
How you’ll contribute:
Follow-up with and answer customer questions that come in through various channels (e.g., email, chat, text, social media, etc.)
Communicate with our dressmakers in Mandarin regarding customers’ requests and feedback on their dresses
Track and manage customers’ production timeline to ensure on time delivery
Build and innovate on the customer experience and operational processes
Respond to customers’ inquiries within 24 hours, but with flexible hours
Who we’re looking for:
Have you ever…
Triple-checked an email before you sent it, just because the perfectionist in you demanded it?
Given someone great advice on how to improve an outfit?
Had a lengthy conversation in Mandarin on wechat (with the help of google translate) with a friend or relative?
Taken the initiative to learn a new skill through Googling?
Been able to relate to and empathize with someone else’s situation, even if you’ve never experienced it yourself?
Taken ownership of an existing process and made it better?
Successfully improvised a meal based off of a recipe that you didn’t have all of the ingredients to?
Delivered an amazing customer experience?
Thrived on working autonomously in a fast-paced environment?
If so, we’d love to talk to you!
Some additional things you have:
A comfortable proficiency in Mandarin (mostly written) is required
A bachelor’s
degree
Some type of customer-facing experience
High proficiency with technology, especially Google Suite (Docs, Sheets), and are quick to learn new tools
Retail or e-commerce experiences are a plus, but not necessary
Why you’ll love working here:
Make an impact on the Asian American culture and community
We like to innovate and move fast
Grow as we grow
Your voice and opinions matter
Chance to expand your skill sets in different areas (product, marketing, operations, etc.)
Work with flexible hours catered to your lifestyle (you don’t need to sit at a desk all day)
How to Apply:
Email us at jenn@eastmeetsdress.com with your resume and why you’re interested in this role at EMD.


Customer Operations Associate

Time zones:
CST (UTC -6)
Location:
Remote
-
Must be based in the USA and have the right to work in the USA
Required experience:
2 years in a Customer Success role within SaaS
Salary:
$55,000-$65,000; dependent on experience. We aim to maintain salary 'bands', and salaries are internally published.
About YouCanBook.me
Hey there! We’re
YouCanBook.me
: a self-funded, fully remote company with over 25 team members worldwide. We are dedicated to taking the hassle out of booking meetings.
The
YouCanBook.me
story started with a vision to build a product people love to use. And it will always be about people and how we make their lives easier, their jobs more efficient, and delight them - this could be our
22,000 customers
and over half a million free users every month or some of the 1.7 million people who schedule meetings using our product every month. We’ve built this tool for them - we want you to help make their experience of YCBM even better.
YouCanBook.me
is powerful enough to serve Fortune 500 companies and simple enough for small shops and schools. We're proud to be named a Leader in the
G2
Winter 2023 report in multiple categories incl. Online Appointment Scheduling.
YouCanBook.me
has been a stable, profitable, and secure business since 2011.
About The Role – Drive growth by proactively helping users achieve their goals
We’re looking for a customer success professional who loves building relationships and leveraging those relationships to help orchestrate and drive success for our customers. You’ll provide demos to qualified buyers, and you’ll ensure your customers fully adopt once they purchase. You’ll also provide coaching and consulting throughout the lifecycle of your customers, ensuring they are successful and growing with YouCanBook.me.
As a core member of the Customer department, you’ll become an expert in the product.
What You’ll Be Doing
You’ll own the customer experience from pre-sales to retention and expansion.
You’ll project-manage the onboarding process, ensuring adoption at the individual contributor level.
You’ll build and maintain direct relationships with multiple stakeholders in smaller accounts qualified for expansion as well as with our larger customers.
You’ll consult with your customers to develop a thorough understanding of their business objectives, in addition to consulting on how they need to use the product.
You’ll become an expert on the YouCanBook.me tool, allowing you to coach your customers to achieve their objectives from a position of strong product knowledge.
You’ll own and initiate regular communication with your customers, and you’ll be responsible for maintaining up-to-date documentation of their use case, feature requests, payment and legal requirements, organizational and account structure requirements, and emergency and champion contact information.
You’ll proactively engage in renewal conversations with each of your customers, ensuring they get exactly what they need from their annual plans.
You’ll be responsible for protecting customer data by following and enforcing our privacy and security policies.
You’ll report your efforts to your customers in regular account review and strategy meetings at the cadence of the customer’s choosing, with at least one report per quarter.
You’ll spot accounts ready to expand, and you’ll stay ahead of churn signals, proactively reaching out to customers to capitalize on expansion opportunities and to retain customers who may be at risk of churn.
You’ll track and report back to your colleagues on your three primary KPIs: closed deals, expansion, and retention.
About You
2+ years
experience working as a success manager
at a SaaS product
.
You have a demonstrated track record of retention and satisfaction across your portfolio of customers.
You can demonstrate the ability to juggle multiple priorities and goals, including managing a portfolio of customers.
You’re comfortable with various conversations and management required throughout the entire lifecycle of a customer, from onboarding and education to expansion, support, and escalation, including internally quarterbacking issues and feature requests.
You are observant, noticing and recording trends and insights across your customer cohort, documenting and building processes to share with your colleagues.
You seek insights qualitatively, by listening closely and asking questions of your customers, and you also seek out answers in data, proactively wringing actionable strategies out of reports and spreadsheets.
You consistently follow processes for tracking activity in a CRM where you habitually leave detailed documentation of your work and interactions with customers.
You are an exceptional communicator, writing clearly, speaking directly, and possessing the maturity to take the lead in meetings involving people from multiple organizations.
You communicate naturally over Zoom, email, phone, and pre-recorded customized videos for customers.
You are a self-starter, innovative, and have extraordinary attention to detail.
Working at
YouCanBook.me
includes benefits that reflect our culture.
We're a pretty generous company, and our bottom line is not based on squeezing staff costs. Benefits include:
100% remote with a focus on great work-life balance
Your equipment, home wifi, or co-working space are all covered
25 days of paid holidays per annum + all local bank holidays
Once a year - Quiet Week Initiative - learn more
here
Upskilling opportunities - we are supporting your education
Private health insurance
Contribution to a 401k
Fully funded leave policies for parents
Participation in profit share after 1.5 years
International travel/company retreats
Hiring Process
We're keen to get you started ASAP,
aiming for a start date in the week of the 9th of October.
Deadline for applications:
Monday, 25th September
First Interview Round:
20th - 27th September
Final Interviews:
29th September - 2nd October
Please apply via WeWorkRemotely
. If you meet the initial screening criteria, we will ask you to submit your CV and Cover Letter.
In your cover letter, we would like you to cover:
The performance metrics you've achieved in your previous roles
The size of your current customer portfolio
How you build relationships with multiple account stakeholders
How you manage to keep on top of multiple tasks, especially when there are pressing deadlines
An example of a proactive engagement that led to customer retention or expansion
A challenging situation with a customer that you turned around into a success story
***We truly value candidates who demonstrate a genuine interest in joining our team. Tailoring your cover letter to our specific role will help you stand out. Unfortunately, generic cover letters and resumes might not capture our attention in the same way. Thank you for understanding!***


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