Customer Support Specialist (EU)

 We're seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide. 




 We're specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you are high on emotional intelligence, love learning new technology, great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you. You'll join a small, tight-knit, and highly committed 13-person team that is passionate about helping customers reach their business goals, and passionate about growing our product. Like our customers, our team is global, and we enjoy a fully remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations, Zoom meetings, and shared projects. 




 The timezone for this role is business hours in GMT+1 or GMT+2 time.




 
Key Responsibilities


 
Deliver live chat customer support in a timely manner
 
Use expert problem-solving ability and resourcefulness to provide our users with the answers they need
 
Use critical thinking to troubleshoot technical issues
 
Collaborate with Product and Engineering teams to resolve issues/bugs
 
Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon
 
Ensure customers are well-supported and educated at every interaction
 
Provide professional and friendly insights to customers when solving their problems
 
Contribute to the success of our department by suggesting improvements to our processes and our product  


 
Job Benefits


 
Profit-sharing, distributed quarterly
 
Frequent promotions
 
4 weeks of vacation and paid sick days
 
Extended health benefits
 
Continued education allowance
 
Annual fitness allowance
 
Work from anywhere in the world
 
Join a bootstrapped, product-focused, & customer-oriented team


 
Job requirements


 
2+ years in a similar customer support role for a SaaS
 
Advanced written communication skills
 
High emotional intelligence, with the ability to read and reflect back the sentiment of your audience
 
Excellent rapport-building ability with both customers and teammates 
 
Proven track record of meeting or exceeding common customer support metrics
 
Ability to multitask and handle multiple customer inquiries simultaneously
 
Strong problem-solving skills and the ability to think critically when addressing tasks
 
Positive attitude and ability to maintain professionalism and composure during challenging interactions
 
Ability to show empathy, tactfulness, and diplomacy when interacting with others
 
Moderate understanding of SEO and/or digital marketing is highly preferable
 
Basic understanding of common digital marketing channels
 
Familiarity with SaaS platforms and related technologies
 
Native / Bilingual English