Customer Support Specialist
Do you enjoy having responsibility for the growth and value delivered to an entire customer base? Are you motivated by working closely with customers solving their workflow and strategy challenges? Do you take pride in helping your customers succeed and constantly looking for opportunities to deliver value?
As a Customer Support Chat Representative at Karbon, you will support customers in their time of need. You’ll function as the crucial link between customers, sales and our product development team.
As a Customer Support Specialist you will…
- Provide support to customers in the form of technical chat and email support. New user training on the Karbon platform to drive client satisfaction.
- Supporting Karbon customer technical needs throughout their lifecycle.
- Manage the Karbon Community Experience-via moderation of Community and administration of Community Processes
- Increase the participation in free service offerings such as the Getting Started, Onboarding, Certification, Webinar series and Customer Success Manager referrals
- Acquire and maintain a working knowledge of the value proposition of the platform as well as the existing and future needs of the customer.
- Solve customers’ problems by building partnerships, driving product/feature adoption, and ensuring customers actualize the value proposition from their investment. Be creative and adaptable in suggesting solutions to clients’ unique problems.
- Champion the voice of the customer internally by giving product feedback to Product/Engineering in an effective manner for improvements and road mapping.
- Partner with internal stakeholders including but not limited to vertical SME’s, technical solutions, sales, people/operations, finance, and legal to ensure operational excellence.
- Help expand our global support team and processes. Curious in the problems that we are present, creative in your approach and ideation, and scientific in your hypothesis testing / fine-tuning / roll-out of your initiatives.
About you
Candidates with following experience are encouraged to apply:
- Customer service – since customer support managers work directly with customers to solve end-user issues and answer questions, it’s essential that you have strong customer service skills.
- Community and Social experience-You are passionate about a collaborative customer communication environment
- Prior experience with chat /email/ support software–i.e. Intercom/Zendesk/Salesforce Service Cloud. By nature, customer support representatives perform their day-to-day tasks on a computer. You must be able to easily operate a computer, especially in terms of checking and responding utilizing live chat/email services and software.
- Problem-solving skills – the ability to solve problems is just as integral to a chat agent’s work as solid communication skills. When presented with a problem, chat agents must be able to find a solution calmly and efficiently, even if the customer is impatient or disgruntled
- Have a minimum of 1+ years of industry experience in B2B SaaS businesses, accounting professional services, training or education or customer support.
- Have great communication skills to be able to explain complex concepts clearly and efficiently and give consultative advice to help customers grow their performance.
- Have experience/passion for enabling businesses to grow and succeed.
- Ability to learn modern customer enablement SaaS and servicing tools to better understand, manage, and support customers.
- Have professional spoken and written English (fluency in other major languages is a plus but not required).
- Experience with Microsoft Office Products, most specifically Excel knowledge
Why work at Karbon?
- Opportunity to be part of building a global product
- True ownership and autonomy over the work you do
- Work with (and learn from) a very experienced team
- Part of a startup team that will continue to grow around you
- Flexible approach to work hours and environment (we believe in trust and autonomy)
- The option to work remotely, from one of our offices, or both
- A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position
- Excellent medical, dental, & vision coverage
Why work at Karbon?
- Unlimited Vacation policy (5 weeks annual leave for our UK, Aussie, Kiwi and Canucks*)
- Paid Medical, dental and vision coverage (US)
- 401k matching (US)
- Private Health Coverage (Australia and Canada)
- Competitive salary that is benchmarked each year and adjusted as needed to keep up with market rates
- Opportunity to be part of building a global product
- True ownership and autonomy over the work you do
- Work with (and learn from) a very experienced team
- Be part of a startup team that will continue to grow around you
- Flexible approach to work environment (we believe in trust and autonomy)
- A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position