Customer Success
- Full-time
Company Description
Paiyak Development is a small, close-knit web development firm located in Gabrovo. Our goal is to create ongoing relationships with highly satisfied clients while providing an excellent working environment for enthusiastic professionals. We are currently partnering with Curate in St. Louis, Missouri to offer a unique organizational platform for event professionals and florists.
Along with several other employees in our office, your efforts will be dedicated to this project.
Working with Curate, you will have the opportunity to transform the lives of event professionals like florists and caterers with tools that have never been available in the market.
Curate’s core company principles include:
We are an ever-evolving company.
We are always measurably growing.
We are radically transparent.
We are a team.
We are focused on the end goal.
We are absolutely positive
We are empathetic
Job Description
In a nutshell, it’s all about helping florists succeed on Curate’s software and finding more opportunities for our team to help customers. You will do this by understanding the customer’s perspective, framing situations in a positive light, and constantly looking to optimize the experience Curate delivers through knowledge of the software. This role is about helping the client accomplish their end goal.
Day to Day
Serve as the first point of contact for customers seeking assistance via support tickets in chat.
Gain in-depth functional knowledge of Curate’s product suite as a basis for serving our customers
Respond to inquiries / customer service.
Answer pre-sales questions via chat.
Suggest solutions when a product malfunctions.
Collaborate with your peers in customer success, sales, marketing, and product teams to maintain a company culture that supports a positive customer experience
Identify and assess customers’ needs to achieve satisfaction.
Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
Provide quality assurance for customer specific enhancement request
Distill client feedback and information collected from day-to-day support into product ideas, suggested features, and potential trends, and share them with your team and leadership.
Create and maintain our knowledge base of customer help documents
Qualifications
Required Qualifications
Excellent written and verbal English skills
Experience with web and mobile device technologies
Willingness to learn
Ability to use positive language
Ability to work independently and collaboratively
Ability to multitask, work successfully under pressure and effectively manage time and workload
Preferred Qualifications
Has 2+ years of relevant experience in a customer service role - help desk, call center, support desk experience preferred.
A working knowledge of Microsoft Excel skills and familiarity with vlookups, data sorting, and logical functions
Experience within cloud software.
Project management skills such as seeing a project from conception through completion preferred
SaaS, B2B SMB experience.
Experience working with Drift, Gmail, Google Drive, Trello and Slack.
Additional Information
Benefits
Competitive Salary.
The thrill of getting in to a fast-growing start-up early. There’s a ton of opportunity to grow as the company does.
Make your impact on the company and the product. We build our roadmap based on customer feedback. For that reason you’ll have a unique opportunity help plan and design the product roadmap of the company.
Develop professional skills that will positively impact your career.
A relaxed work environment.