Our platform helps Google Ads advertisers protect their investment and maximize their ROI by detecting and removing wasteful ad traffic from their advertising campaigns. We’ve built the absolute best solution for a significant problem for PPC advertisers and we need your help taking it to the next level of user experience.
Over the last 4 years, we’ve seen consistent growth, as we look to accelerate that growth by expanding our team, we’re looking for real go-getters who can live by our values and help us bring the best of us to our customers.
We’re a fully remote company with a close-knit team that’s figured out how to onboard employees the right way and build an awesome team spirit even when spread out across the globe. So come take a look, and maybe join us.
About The Role
This is a full-time 100% remote engagement. You will be taking on the role of our (junior) support representative. This means you will be the first point of contact for many of our customers and partners.
Your main goal is customer success, as this is the primary way we define success at ClickGUARD. You are to be a voice of ClickGUARD to the outside world and a voice for our customers, leads, and partners to ClickGUARD. You would be committed to fighting for the most successful outcomes in the shortest possible time frames.
On a continuous basis, a customer support representative will:
- Identify and assess individual customers’ needs in order to understand and document context
- Build and maintain sustainable relationships and trust with users through open and proactive communication
- Provide accurate, valid, and complete information to users by leveraging:
- internal processes
- internal and public product knowledge base
- external (3rd party) methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within agreed time limits
- Keep detailed and accurate records of customer interactions
- Schedule and perform follow-up with customers, peers, and company stakeholders to ensure timely resolutions
- Follow communication procedures, guidelines, and policies
- Synchronize daily activities, notes, tasks and perform handoff with support team lead and peers
- Communicate with stakeholders from different departments following agreed communication and handoff guidelines and processes
- Provide accurate, valid, and complete information to stakeholders
What qualifies you for this role?
- You’ve done this before and are comfortable with communicating with leads and existing customers
- You’re a self-starter who is driven to exceed set targets.
- You’re a team player fighting for the cause
- You have excellent interpersonal and communication skills
- You like to operate in a team that includes sharing best practices with others while also asking for help when needed.
- Self-starter capable of working independently
- Fluent in both written and spoken English language
- Great Internet connection
Work Hours
ClickGUARD support works Monday through Saturday. We operate in three 8-hour shifts:
- 8am – 4pm CET
- 4pm – 12am CET
- 11pm – 7am CET
We’re looking for someone who would perform in the 3rd shift (11 pm – 7 am CET)
ClickGUARD Support is not active on Sundays. Workload during Saturdays is significantly lower than during the working week. On Saturdays we expect our support to be responsive on chat.
Who You’ll Work with
You will report to Aleksandar Đorđević (Head of Customer Success) and Miloš Đekić (Head of Product & Operations).
What’s in it for you?
- Paid Vacations, sick days and Holidays,
- Unparalleled autonomy – We will rely on your proven expertise and execution to grow and move the needle and show us how the “magic” is done.
- Performance Bonuses – We strongly believe in profit sharing, incentives, and rewards for meeting objectives
- Fully remote – ZERO Commuting – We believe in the remote work philosophy of working from wherever you feel most comfortable, productive, and inspired. Whether that’s in your PJ’s with a cup of coffee in your home office or the sandy beaches of the Greek Islands.
- Competitive Salary – range based on proven experience
- Once a year all expenses paid company get-togethers
On-boarding
This is how we’d like you to start your adventure with us:
- Get familiar with the service, the challenges we solve and the customers
- On-board to the tools we us and meet the team
- Get familiar with the support team and processes
- Shadow our support team as they perform
- Jump into it 🙂