Employer: SimplyTexting
We’re seeking an outstanding customer support trainer who is as passionate about teaching and coaching as they are about helping customers succeed. You will spend about 80% of your time managing our new hire onboarding process and about 20% of your time working as a customer support specialist (in order to keep your ear to the ground within an always-evolving department). While your main focus will be customer support onboarding, you will train folks both in and outside of the department. We find that moving most new teammates through some level of customer support onboarding is the best way to set them up for success on the team.
This is a mid-level position; prior experience offering SaaS customer support and training teammates is a must. The ideal candidate is comfortable switching gears, has an eye for process improvements, and is passionate about coaching and supporting people.
Responsibilities
- Manage and oversee customer support onboarding from start to finish for all relevant new hires; this includes non-customer support folks like new teammates on the sales, QA, and marketing teams.
- Host customer support onboarding sessions for new hires, outlining team structure, policies, and procedures, as well as basic product knowledge and our approach to customers.
- In conjunction with our administrative team, coordinate and schedule onboarding sessions led by customer success teammates.
- In conjunction with our administrative team, coordinate and schedule onboarding sessions led by customer success teammates.
- Oversee our mentoring and coaching programs.
- Create and improve existing documentation, presentations, and resources used for both customer support onboarding and the team’s continuing education.
- Become a SimpleTexting power user—before you can support others, you must know the product yourself.
- Respond to email tickets, online chat or phone calls to help SimpleTexting customers with their issues.
This Role Is For You If
- You are a born cheerleader, presenter, and teacher.
- You’re known for your impeccable attention to detail as much as you’re known for your people skills.
- You don’t just complete tasks. You’re constantly working to improve individual processes while also thinking strategically about the big picture.
- You enjoy creating and updating (beautiful) presentations and documentation for processes that are constantly changing.
- You thrive in a fast-paced environment and know when to autonomously run with your ideas versus when to run suggestions by leadership. You’re a natural collaborator.
Required Qualifications
- English is your primary language. Secondary languages are a plus.
- At least 1 year of experience offering customer support for a software/SaaS platform (or equivalent).
- At least 1 year of experience training and/or coaching teammates.
- Ability to learn new software platforms quickly. You’re incredibly tech-savvy.
- Ability to teach and inspire teammates through direct communication and positive encouragement.
- Translating technical ideas for non-technical audiences is fun for you.
- Highly organized. You can effectively manage several different priorities.
- Incredible attention-to-detail. You notice details or mistakes that many people wouldn’t!
Bonus Points
- Bachelor’s degree, preferably in a related field of study
- 2+ years in a customer support role
- Previous leadership experience
Compensation and Benefits
- Above market compensation commensurate with your proven abilities
- Unlimited flexible time-off policy
- This is a full-time position with a set schedule during US business hours
- Remote