Customer Support Specialist – (MEO 726)

ABOUT THIS ROLE

We are looking for a Customer Support Specialist to support our growing user base and be an elite problem solver for our customers. In this role, you’ll be one of our first Customer Success hires, working closely with our CEO, Chief of Staff, Customer Success Team, and Product Team. This is a fully remote company.

RESPONSIBILITIES

• Quickly learn and become an expert in the following: our product, our customers’ day to day, supplier product details, supplier standard operating procedures, the broader auto-part ecosystem and the various businesses that transact auto-parts
• Become the voice of the customer for the organization to help drive operational efficiency and product decisions
• Manage inbound support from customers VIA phone and email
• Maintain detailed logs and documentation of inbound support requests to help provide visibility to customer pain points
• Strategically improve the customer support experience by proactively looking for ways to improve process efficiency
• Strong communication ability to help be the connective tissue between our customers and our suppliers when questions or issues arise
• Oversee customer accounts to ensure there are no delays on shipments, messages, return requests, or cancellations and intervene with the necessary vendor parties if such events do occur
• On occasion, be able to step in for the implementation team to help onboard and train new customers on the product
• Help create customer facing FAQs, documentation, videos and tools to help support our customers at scale

SUCCESS STACK

• HubSpot
• Slack
• Company Specific Messenger
• OpenPhone
• Intercom

WHAT WE VALUE MOST

• Customer Obsessed & Product-Focused – Our objective is to build a world-class product. A product that doesn’t just meet our customer’s expectations but vastly exceeds what they ever imagined possible.
• Work-Ethic – building revolutionary companies takes hard work
• Proactive Problem Solvers – we have a flat structure & always choose action over deliberation
• Entrepreneurial mentality – this opportunity will be what you make of it, and we want you to take ownership over your work.

*** The above job descriptions and listed requirements can often change based on current Employer needs and new projects.  Your assigned job counselor will provide you with the most up-to-date job information.

If you are a new applicant and not our current client, please fill out an application to start the process:

Application