Customer Happiness Lead (SaaS Tech Support)

 Do you enjoy being a part of an entrepreneurial team, all working together and running at full speed to ignite a disruption in the tech industry? Are you also interested in leading and growing our Customer Happiness department, and working with our users to ensure exemplary tech support and service?


 



 We’re Vidalytics.com. A video marketing platform that helps entrepreneurs scale their businesses in the face of bigger, better-funded competitors. We do this with the advanced tools in our video marketing & hosting platform. We’re 6 years old 🎂 and growing 50-100% per year. And you’re going to be a part of the team that will add a few zeros to that growth rate. 


 



 What You’ll Be Doing (Job Tasks) 😃


 
Answer tickets from users who are using our video player on their website. Bonus if you can not just help solve their tech challenges, but achieve the best marketing results with our tools. Weekend check-ins for urgent matters, 10 mins max. Some phone calls. 
 
Setup plans and invoices for users in our billing platform (Chargify) 
 
Work closely with developers to solve bugs users are experiencing and make sure nothing falls through the cracks
 
Own the customer-facing help docs for Vidalytics 
 
Occasionally get on video calls to demo new features or solve complex support issues 
 
Outreach to users that go over plan limits and hand off to sales
 
Help support affiliate partners
 
Update internal documentation 
 
Set up automated messages and bots to automate repetitive tasks/support inquiries
 
Quarterback user-related tasks, like DMCA Reports and chargebacks




 



 Requirements 😃


 
2+ years of experience in Customer Support/Service or Tech Support role, ideally for a SaaS or technical product 
 
Tech savvy – you need to be able to pick up using new software and technical topics quickly, but don’t worry, we’ll help train you and point you in the right direction
 
Experienced with Customer Support Tech Stacks (such as Intercom, ClickUP, JIRA). 
 
Excellent communication skills, written and verbal, you’ll be communicating with our users constantly
 
Excellent problem-solving and decision-making skills
 
Autonomy - we won’t hold your hand, but deadlines must be met. This is especially important since we’re a remote team
 
Impeccable attention to detail
 
Empathetic approach to helping our users succeed
 
Entrepreneurial - we’re a startup, so you’ll get to wear a lot of different hats




 Nice-to-have 😃

 



 
Basic understanding of HTML / CSS / Javascript concepts (we're a SaaS after all!)
 
Ability to work with landing page builders such as ClickFunnels or Convertri for customer support purposes 




 Our Leadership Team 😉


 



 You'll work directly under our VP of Operations, Erika, who resides in Warsaw, Poland. She is an eclectic professional, with a varied skill set and a passion for organization, product and design. She oversees operations across the company and is directly involved in the prioritization of tasks and features, alongside our Product Managers, CEO and Head of Engineering. 


 



 Patrick, our CEO, is a veteran online marketer and serial entrepreneur. He lives in Austin, Texas, USA. He’s bootstrapped several startups to successful businesses both online and offline. He leads the strategy, sales, and marketing for the company. 


 

 



 What You’ll Love About Us (Benefits and Perks) 😉


 



 
High performance company culture. You won’t be a cog in a machine. Rather you’ll be a key member of a high performance team that is getting shit done. This is a place to grow and realize your potential, no matter what level you’re at in your career. 
 
No office politics. We’re small and flat. There is no bullshit of trying to dance around sensitive topics. Divert resources from other division’s projects. We’re direct, we’re honest, we’re here to accomplish big audacious goals. 
 
We value your ideas. At Vidalytics, my door is always open. Need help? Let’s talk! Have a vision for the future of the company? I want to hear it! Think I suck at my job? Help me grow! 
 
Rest and relaxation. Employees get 20 days of PTO. 
 
Professional development. Want to continue your education? Vidalytics pays for classes, conferences, and more.
 
You’re more than an employee, you’re a person. Every co-worker you’ll meet is committed to treating you with respect and kindness. You won’t hear stuff like, “It’s just business.”
 
This is a resume-making position, where you’ll learn a lot and have a lot of responsibility. You don’t have to wait for someone to die or retire to move up, like in a mega-corp. 
 
Entrepreneurial to our core – Not only are we a startup, but we need intrapreneurs that will help us scale, and we’re looking to start other sister corps in time to form a portfolio of companies, which you could be a co-founder of.


 



 

 



 Vidalytics’ Values 


 (Yes, We’re Actually Serious About These) 😇


 

 



 Data  – As much as we’re able to, we use data to answer questions, give bonuses and promotions. Not based on politics and titles. But data or not, when a decision is made, it is time to get on board. 


 



 Scrappy Entrepreneurial Mindset  – We’re a startup. You get a lot of freedom, responsibility and autonomy, but then at times we need to do whatever it takes to make sure we survive. If you want an easy job, go work at the government. 


 



 Radical Candor - The concept is rooted in two main principles: caring personally and challenging directly. This way we’re able to achieve a balance that promotes growth, trust, and constructive feedback. You can call out anyone from the CEO on down. Just be sure to attack issues and not people. ;) 


 



 High Performance – This is a place to be your best. To work with people who are putting out.   grow, learn and see what you’re made of. For hyper learning. 


 



 Accountability – Do what you say. And own what you’ve done. Mistakes happen. But the worst thing that can happen is when someone doesn’t own and learn from them. 


 



 Growth – We are ALL constantly learning and growing. Otherwise we can’t scale with the business and for our teammates. We spend too much time at work to not be getting better. This is a place to learn, get better, and dare we say self actualize. 


 



 Cheers,
 

 Erika Lehmann


 Co-Founder / VP of Ops @ Vidalytics