Customer Support Rep II
- Latin America Only
Headquarters: Washington State, U.S.A.
URL: https://www.leadsimple.com/careers
We are hiring exclusively in Latin America at this time.
We’re a small team solving big problems in the property management industry. Bootstrapped since 2013, we're passionate about helping small businesses simplify growth and streamline operations, providing the leading CRM in our space.
We are looking for a Customer Support Representative II to join our amazing team of A-players and drive instant impact for our customers. We are hiring people who have done it before.
Are you qualified for this role?
We’re a small team solving big problems in the property management industry. Bootstrapped since 2013, we're passionate about helping small businesses simplify growth and streamline operations, providing the leading CRM in our space.
We are looking for a Customer Support Representative II to join our amazing team of A-players and drive instant impact for our customers. We are hiring people who have done it before.
Are you qualified for this role?
- Have you been responsible for troubleshooting Tier 2 support issues for B2B SaaS products and effectively communicating with technical teams?
- Have you handled escalated client requests via call, chat, or email with a 30-minute first response time and a 2-hour time to close while maintaining a 94% CSAT score?
- Have you asked probing questions to identify root causes and decipher whether there's a need to realign expectations, educate the client, or create an issue for the engineering team?
- Do you have experience with support tools such as Intercom, Zendesk, Salesforce, or HubSpot? And possibly other tools like Twilio, Zapier, Linear, and AppFolio?
- Do you have knowledge of integrations, APIs, and other engineering concepts?
Are you up to what we're up to?
- Do you embrace challenges as a pathway for your own growth?
- Have you embraced difficult conversations with colleagues?
- Do you have a track record of providing feedback to peers and leaders to reach goals?
- Are you able to articulate what growth looks like for you?
Expectations for your first 90 days:
- Become confident in resolving customer issues independently within 50-60 days. The goal is for 75% of tickets to be handled autonomously.
- Embody our core value of customer obsession by hitting a CSAT score of 94%.
- Share the workload equally among the team. For instance, with 4 reps and a manager, each would handle approximately 25% of the weekly ticket load.
- Update or write at least one help article per month.
- Dig deep into the product and help articles on your own to gain stellar product and industry knowledge.
- Gain proficient knowledge of the other tools we use to support our clients.
A day in the life of…
- Gain deep understanding of LeadSimple's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs.
- Assess client needs, with the utmost professionalism, create tickets, and assign them to the relevant departments.
- Monitor and relay customer requests to the engineering team efficiently.
- Continuously refresh training documentation, courses, and videos.
- Actively seek opportunities to enhance skills and knowledge for role advancement.
Perks:
- Pay rate at $25,000 per year
- 8 Company Holidays + Week off at Christmas
- 6 weeks Paid Time Off (5 weeks Vacation, 1 week Sick)
- 1 Volunteer day with the organization of your choice
- Birthday lunch on us 🎂
- Monthly Healthcare Allowance
- Monthly WFH Allowance
- Yearly Vacation Allowance
- Fun and outcome-driven work environment with a smart, hard-working team
- Location independence
- Mission-driven company and values-based culture
Selected candidates will complete asynchronous assessments as well as interviews with different members of our team.
In summary...
You can do it in an office
You can do it from home
We really don’t care
As long as it’s known 👇
What matters is this…
When the chips are down
And your back is against the wall
Can we count on you to make the right call?
Judgment, intuition, or care by another name
We call it “Owning The Outcome” - because it really is the whole game
Have the customers back, and they will treat you the same
If you can do that
Then we’re birds of the same feather
So come join our team and we’ll make music together.
To apply: https://weworkremotely.com/remote-jobs/leadsimple-inc-customer-support-rep-ii