CAN START ASAP | SaaS Product Support Specialist (Perm WFH)

SUMMARY

Are you passionate about customer service? Do you enjoy thinking outside the box, simplifying processes, and making things happen for clients? Do you have a love for both technology and music?

We’re looking for a Client Service Representative who isn’t afraid to dive in and learn new things and is motivated by the prospect of nurturing healthy and successful clients – the very foundation of our outstanding service and support. With experience in client-facing roles, you are proficient at simultaneously handling multiple client accounts, deliverables, support, and conflicts.

You’re someone who figures things out independently and is eager to learn new things. You possess strong leadership abilities and are keen to make your mark in a growing, thriving industry.

Reporting directly to the Client Service Lead, the successful candidate will manage onboarding for new clients, support and troubleshoot client problems to develop a trusting relationship, and identify new opportunities for clients to find success using our products.

RESPONSIBILITIES

• Manage the support desk by promptly responding to customer inquiries, troubleshooting issues, and providing resolutions to ensure a high level of customer satisfaction.
• Effectively oversee all new client relationships from sales handoff to service mode.
• Serve as the primary point of contact for customer inquiries, addressing concerns and providing accurate information promptly.
• Oversee project management for new client onboarding implementations.
• Maintain strong internal records of all client communications during the onboarding process and beyond.
• Effectively communicate with clients and team members within a remote work environment.
• Provide technical implementation support for website builds, mobile app builds, and Alexa skill builds.
• Use data, trends, and client feedback to identify opportunities to expand business with clients.
• Provide support for client renewals and upsells.
• Continuously enhance workflows, streamline processes, and contribute to developing comprehensive documentation to ensure high efficiency, scalability, and consistent service delivery.
• Contribute to team brainstorming sessions for new products and services.
• Actively monitor customer satisfaction levels and gather feedback to identify areas for improvement, implementing necessary measures to enhance the overall customer experience.
• Contribute to the development and implementation of customer service policies, procedures, and best practices to improve service quality and efficiency.

MINIMUM REQUIREMENTS

• 3 years of proven experience in Client Success/Service/Support or Account Management-related functions, specifically in a SaaS (Software-as-a-Service) company.
• Excellent problem-solving skills with the ability to identify issues, propose solutions, and implement effective resolutions.
• Strong interpersonal skills with the ability to build and maintain positive relationships with clients and team members.
• Familiarity with customer relationship management (CRM) systems and experience in managing customer data and interaction is good to have.
• Educational background in media, communications, or broadcast is good to have.
• Strong presentation and training skills.
• Strong analytical thinking.
• Understanding of website content management (e.g., WordPress) and social media engagement is good to have.
• Strong understanding of Microsoft Office/Google Products/Windows operating systems and programs.
• Strong command of the English language (both written and verbal).
• Competency in project management is good to have.
• Experience in the Radio or TV Industry is good to have.
• Self-motivated, team player, personable, adaptable, and well-organized.
• Access to high-speed internet for remote work.

SUMMARY

Are you passionate about customer service? Do you enjoy thinking outside the box, simplifying processes, and making things happen for clients? Do you have a love for both technology and music?

We’re looking for a Client Service Representative who isn’t afraid to dive in and learn new things and is motivated by the prospect of nurturing healthy and successful clients – the very foundation of our outstanding service and support. With experience in client-facing roles, you are proficient at simultaneously handling multiple client accounts, deliverables, support, and conflicts.

You’re someone who figures things out independently and is eager to learn new things. You possess strong leadership abilities and are keen to make your mark in a growing, thriving industry.

Reporting directly to the Client Service Lead, the successful candidate will manage onboarding for new clients, support and troubleshoot client problems to develop a trusting relationship, and identify new opportunities for clients to find success using our products.

RESPONSIBILITIES

• Manage the support desk by promptly responding to customer inquiries, troubleshooting issues, and providing resolutions to ensure a high level of customer satisfaction.
• Effectively oversee all new client relationships from sales handoff to service mode.
• Serve as the primary point of contact for customer inquiries, addressing concerns and providing accurate information promptly.
• Oversee project management for new client onboarding implementations.
• Maintain strong internal records of all client communications during the onboarding process and beyond.
• Effectively communicate with clients and team members within a remote work environment.
• Provide technical implementation support for website builds, mobile app builds, and Alexa skill builds.
• Use data, trends, and client feedback to identify opportunities to expand business with clients.
• Provide support for client renewals and upsells.
• Continuously enhance workflows, streamline processes, and contribute to developing comprehensive documentation to ensure high efficiency, scalability, and consistent service delivery.
• Contribute to team brainstorming sessions for new products and services.
• Actively monitor customer satisfaction levels and gather feedback to identify areas for improvement, implementing necessary measures to enhance the overall customer experience.
• Contribute to the development and implementation of customer service policies, procedures, and best practices to improve service quality and efficiency.

MINIMUM REQUIREMENTS

• 3 years of proven experience in Client Success/Service/Support or Account Management-related functions, specifically in a SaaS (Software-as-a-Service) company.
• Excellent problem-solving skills with the ability to identify issues, propose solutions, and implement effective resolutions.
• Strong interpersonal skills with the ability to build and maintain positive relationships with clients and team members.
• Familiarity with customer relationship management (CRM) systems and experience in managing customer data and interaction is good to have.
• Educational background in media, communications, or broadcast is good to have.
• Strong presentation and training skills.
• Strong analytical thinking.
• Understanding of website content management (e.g., WordPress) and social media engagement is good to have.
• Strong understanding of Microsoft Office/Google Products/Windows operating systems and programs.
• Strong command of the English language (both written and verbal).
• Competency in project management is good to have.
• Experience in the Radio or TV Industry is good to have.
• Self-motivated, team player, personable, adaptable, and well-organized.
• Access to high-speed internet for remote work.