Are you passionate about delivering top-notch customer support? Do you have a knack for resolving complex issues and providing creative solutions? ChurnZero is looking for a talented Customer Support Representative to join their award-winning team! As a Customer Support Representative, you’ll play a vital role in empowering customers to get the most out of ChurnZero’s innovative customer growth platform.

Location

• Remote

Reports to

Manager, Customer Support

Role of the Job

As a Customer Support Representative at ChurnZero, you’ll be the go-to person for customers who need help with ChurnZero’s platform. Your primary goal will be to provide friendly, timely, and effective resolution of questions and issues. You’ll work closely with customers, the Customer Success team, Product Management, and Development to ensure that customers get the most out of ChurnZero’s platform.

Main Responsibilities

• Manage the queue of incoming support cases via email and Zoom (if necessary) to ensure friendly, timely, and effective resolution of questions and issues
• Investigate and resolve product bugs, alone and through collaboration with other ChurnZero teams
• Productively respond to customer feedback; offer creative alternatives and best practice guidance whenever possible
• Provide accurate and complete information to customers and to other ChurnZero team members leveraging your tools and resources
• Collaborate with Customer Success, Product Management, and Development on possible ways to improve ChurnZero’s product, services, and processes
• Reliably meet personal and team case handling targets and SLA expectations
• Contribute towards the development of a strong team environment by being energetic, enthusiastic, and relationship-focused; eager to make a positive impact with customers

Qualification Needed

• Education: A degree (BA/BS) or similar experience is preferred.
• Experience: 2+ years of customer service or support experience, ideally in a software company.
• Communication skills: Good listener, clear communicator, and empathetic.
• Problem-solving skills: Able to troubleshoot and investigate issues.
• Organization: Reliable, articulate, and able to handle customer issues with tact.
• Technical skills: Ability to learn software and explain complex ideas simply.
• Zendesk experience: Familiarity with Zendesk is a plus.

FAQs

• What kind of support will I receive as a new Customer Support Representative?

You’ll receive comprehensive training and ongoing support from the team to ensure you’re equipped to handle customer issues effectively.

• How do I stay organized and manage my workload?

You’ll use ChurnZero’s tools and resources to prioritize and manage your cases, ensuring timely and effective resolution of customer issues.

• Can I work from home, or do I need to be in an office?

This is a remote job opportunity, so you can work from the comfort of your own home.

• How do I collaborate with other teams at ChurnZero?

You’ll work closely with the Customer Success, Product Management, and Development teams to ensure that customers get the most out of ChurnZero’s platform.

• What are the most important qualities you’re looking for in a Customer Support Representative?

The most important qualities are excellent communication skills, empathy, proactive problem-solving, and a passion for delivering top-notch customer support.

• How do I know what customers want and need?

You’ll use ChurnZero’s platform to understand customer behavior, preferences, and pain points, enabling you to provide personalized support.

• Can I contribute to the development of new features and processes?

Yes, you’ll collaborate with other teams to identify areas for improvement and contribute to the development of new features and processes.

• How do I measure my success as a Customer Support Representative?

Your success will be measured by your ability to meet personal and team case handling targets and SLA expectations.

• What kind of career growth opportunities are available?

ChurnZero offers opportunities for career growth and professional development, enabling you to take your career to the next level.

• How does ChurnZero support its customers?

ChurnZero provides game-changing software to understand, strengthen, and grow customer relationships by connecting AI, analytics, and automation to the customer experience.

• What kind of company culture can I expect?

ChurnZero has a dynamic and supportive company culture that values teamwork, innovation, and customer satisfaction.

• Can I work with a team, or is this a solo role?

You’ll work closely with other teams at ChurnZero, so you’ll have plenty of opportunities for collaboration and teamwork.

Salary package

• $40,000 to $50,000 base, $47-55k OTE

Required document

• CV

How to apply

To initiate the application process, kindly submit your application below.

Submit Application

About ChurnZero

• A Platform for Customer Growth

ChurnZero is a leading provider of innovative customer growth solutions. The company’s platform empowers businesses to understand, strengthen, and grow their customer relationships by connecting AI, analytics, and automation to the customer experience. With ChurnZero, businesses can deliver personalized experiences, increase revenue and retention, and succeed at scale. The platform’s dynamic health and relationship scores, forecasting, reporting, trend tracking, and proprietary Customer Success AI provide businesses with the insights they need to make data-driven decisions.

• A Partner for Success

ChurnZero is more than just a platform – it’s a partner for businesses looking to succeed in today’s competitive landscape. With a deep understanding of customer behavior and preferences, ChurnZero provides businesses with the insights they need to deliver personalized experiences and drive growth. Whether you’re looking to increase revenue, improve customer satisfaction, or simply stay ahead of the competition, ChurnZero is the perfect partner for your business.

• The ChurnZero Difference

What sets ChurnZero apart from other customer growth platforms? The answer lies in the company’s commitment to innovation, customer satisfaction, and excellence. ChurnZero’s platform is designed to provide businesses with the insights they need to deliver personalized experiences and drive growth. With a strong focus on research and development, ChurnZero is always looking for new ways to help businesses succeed in a rapidly changing world.