Remote Customer Success Specialist (Hiring ASAP)

Description
Location: Atlanta, Georgia, fully remote, USA

Contract Type: Full time, Permanent, 40 hour week

Interviews: Max 3 stages totalling around 3.5 hours and one stage will be a technical task

Reports to: Head of Customer Success, Emily

Why join us? 👋

If you love staying on top of the news that matters and technology, you’ll love life at Vable. We are a profitable SaaS business servicing the needs of international law firms and government departments, mostly in the USA and UK. We’re on a mission to help our clients become as efficient as possible when it comes to managing huge volumes of information – so that lawyers and business leaders can stay on top of the news that matters, and as a result make faster and better decisions.

Our enterprise news aggregation and alerting platform is used by over 50 global law firms. We are passionate about what we do – particularly, our Customer Service. This is where you come in. We’re looking for an equally passionate Customer Support Specialist, located remotely, within America, to join our customer success team and to provide total customer satisfaction through all communication channels i.e. phone, email and web.

Why this role may excite you: 🎊

We are a globally dispersed team of Vablers and growing – 50% in engineering and 50% across Sales / Marketing / Customer Success / People
We are a fully remote and a close-knit team. Communicating and checking in is our thing. Our CEO Matthew is based in Germany, our Head of Customer Success Emily is in Atlanta (USA), our Head of People & Culture Sarah is in Northern Ireland and our Product Marketing Manager Martin is in Bulgaria, see we are dispersed! Most of our Vablers work throughout Europe
Our primary target audience consists of large to medium sized law firms in the USA and UK
We are profitable and have a proven business with an established client base of global law firms and professional organizations
We are moving into rapid growth phase, funded from existing revenue streams
We are a small team, with a vibrant startup culture
This is a great opportunity for someone who truly cares about customer service and wants to provide our clients with the best service

This is a great opportunity for you if you want to:

🤸‍♂️Work remotely, but add to our Customer Success team in Atlanta

🌟 Have a established product and set of customers to work with

💚 Join a great team, Emily being your manager and Emma one of your close working colleagues

🎢 Join a company looking to scale and who understands People are their greatest asset and culture is foremost

🌍 Be part of a remote and globally distributed team

The day-to-day job: 👩‍💻

While the below is not an exhaustive list of your duties, it outlines the bulk of the role on a day-to-day basis.

You will develop a deep knowledge of the Vable software
Partner with our customers to effectively resolve issues and answer questions through phone, email and live chat
Provide training to clients and trialists of our platform
Offering and delivering first class customer and user experience
Manage the onboarding of new clients
Write knowledge articles for publishing in our online help desk
Being an advocate for our users and working directly with our Development team to help improve our products.
Diagnose software issues and engage with our product and engineering team, providing insight into client use cases and being an integral part of shaping the future development of the platform
Implementing creative solutions to proactively resolve potential issues for customers at first point of contact
Collaborate with internal colleagues, such as Diana our Sales Executive, and identify opportunities for existing customers to use more of our platform or services
Show composure, resilience, and flexibility as customer needs evolve and case volume changes
Be the face of Vable to our Customers and be the gatekeeper for our trusted and renowned reputation
Maintain our reputation as an industry-leading customer success team, where the emphasis is on delighting the customer

About you: 👀

First and foremost, we’re looking for someone who is excited about what we’re doing

You can work well under pressure, prioritise your own own workload and work on your own initiative
You have good technical skills and like using a Mac Book
You have great attention to detail and can spot a typo quickly and have good analytical/problem-solving skills
You have prior experience of ticketing systems such as Intercom and Zendesk
You thrive in a dynamic environment and are comfortable with ambiguity
You can adapt quickly to changing priorities and customer needs
You’re passionate about working with customers and finding solutions that make their goals possible
You are an outstanding communicator, an articulate, fluid conversationalist
You are interested in further developing your technical skills
You are able to work effectively within a decentralised team, we work remotely and it’s a global team
`You know how to make other people smile 😊

We would love to hear from you if: 📬

You have at least 2 years experience in a dynamic customer support role, bonus if this has been serving Enterprise customers in (high growth) tech/software industry
You have at least 1 years experience offering excellent customer service within a Saas environment
You are naturally customer focussed – you love chatting to people and making them happy and successful
You are a confident, articulated and attentive communicator. Naturally good at both written and spoken forms, with a meticulous eye for attention to detail
You are fluent in written and spoken English and based in the USA
You have the right to live and work in the USA
You have proven negotiation and problem-solving skills and have experience dealing with high volumes of customers
You have excellent administration skills and can can pick up on the little details
Practical experience with SaaS tools (desirable)

To be successful in this role, your values matter just as much as your skills. Does this sound like you? ✨

Determination = you love to overcome obstacles
Honesty = when dealing with the team and customers
Respectfulness = you love being part of a team, and are respectful when you engage in conversations
Creativity = you love to find solutions to complex problems and are cooperative by sharing information, knowledge and experience

Why work for Vable? 🌱

We are characterised by pace, progress and change, and believe in unlocking everyone’s potential. Above all, we value the contributions each of our team members make and reward them
We encourage constant learning so you can stay sharp and provide a yearly learning budget
We love and encourage creativity
We embrace people who have different opinions, perspectives and personalities and concentrate on the Cultural Add

We provide comprehensive healthcare cover
Get a MacBook, Monitor and any other technical equipment when you join
33 days of paid leave a year inclusive of statutory holidays, which are based on where you live
Employee Assistant Programme through Oliva Health
We like our virtual socials and really do like to get to know everyone
We are a scale up, who has been around for 18 years and have a wonderful product and clients.

Ready to apply? 💌

Great! Send us a CV and complete the application by Monday 23rd January. All applicants are screened by Sarah, our Head of People and Culture and may be called for an interview throughout the two weeks of the open role. If we think there might be a fit, an intro call will be set up, or we will let you know that we won’t be proceeding.
Intro Call: You will meet Sarah first on a 30 minute zoom call; you don’t need to prepare anything in advance. The idea is to see if it’s a good option for both Vable and you. It’s time to discuss your background a little more and for Sarah to answer any questions about the role, team, company or culture.

Work Experience Interview: If after the intro call, we’re both excited to proceed, you will be invited to a second stage interview with Emily; Head of Customer Success and Emma; Customer Support Analyst. If successful at this stage you will be given instructions to complete a Technical Exercise shortly after.
Final Interview: This is with Matthew our CEO and Emily; Head of Customer Success. This will be a chance for you to learn more about our company, culture and team and a chance for Matthew and Emily to delve deeper into any areas of your background not yet discovered. This will take no longer than 1 hour and this is the final stage. For most candidates we expect the whole process to be no longer than 3-4 weeks.

🎥 We record all of our interviews, with your permission. It makes it easier as we are globally distributed and various members of the interview panel can rewatch and give you their full attention without having to take notes.

Vable is an equal opportunity employer. All applicants will be considered for employment regardless of race, religion, sex, sexual orientation, gender identity, national origin or disability status.

Reviewed by EffizoJobs