Customer Success Representative

Summary

• Civic Review is a small, profitable government software startup based in Logan, UT
• We’re hiring a part-time Customer Success Representative to help new customers get set up with our software
• We operate as a hybrid team - looking for applicants within 45 minutes of Logan, UT; Work from home but meet in the office once a week
• Qualified candidates are individuals who show the ability to learn quickly and can juggle multiple projects at once
• Flexible, part-time schedule (with potential for full-time in the summer)
• Work hours need to be between 9 am - 5 pm Mountain Time

About the company

Civic Review is a Utah-based SaaS startup that provides software for local governments to help them manage their permitting and licensing process. Civic Review started in 2017 and currently consists of a team of 5 individuals. Since we serve municipal customers, overall revenue and growth have been reliable and steady.

About the role

There are a lot of customer service-related jobs out there where you just sit there answering support calls and chat messages, calming tempers of upset customers because the product is dated and frustrating to use. We’re not saying it’s not a job to be proud of, we respect people who do that!

But this isn’t one of those jobs. We’re bringing a breath of fresh air to our customers (government workers) and they absolutely love working with us! I’m not gonna lie, you will handle inbound support messages (about 8 per week, on average). But we don’t need someone who’s just good at support - we need someone who loves to solve problems with customers. You see, a big part of this job is helping new customers get their Civic Review account all set up. This requires a lot of strategizing, brainstorming, and attention to detail as you work with them to figure out the best way to use our tool. You will be responsible for assisting the lead Customer Success Representative during the entire setup process. Because bullet lists are a easier to read, here’s what you’ll be doing:

• Work with municipal employees over video or phone to convert their existing paper-based forms into online forms in Civic Review
• Strategize with the lead Customer Success Representative and municipalities to determine the best way to structure their new online workflow
• Develop and execute training for new users
• Provide customer support using chat, email, and phone calls

What we’re looking for

The Customer Success Representative (CSR) is responsible for providing support to current customers, as well as helping new customers onboard and implement our product.

We’ve established ourselves as having, by far, the best support and onboarding team of any government software product out there, and so we’ll expect you live up to that reputation. This role is a good match for somebody excited about having an active role in setting up systems and processes designed to provide amazing implementation and support to customers with minimum effort.

We’re seeking a high performer who can demonstrate the following qualities:

• Intelligent, showing the ability to learn quickly and brainstorm solutions with customers
• Strong organization skills and the ability to juggle multiple projects at once
• Proactive in work environments and can take initiative to reach goals with customers
• Experience with using software such as Google Docs, spreadsheets, or other platforms

As the CSR, You will get to…

• Work closely with the founder to optimize the onboarding of new customers as they adopt Civic Review
• Join an early team and grow with it
• Work closely with customers (municipalities) and help them find ways of finding success with our product
• Have a direct impact on company growth and direction
• Have an opportunity to wear many hats and gain experience in various areas of the business

You will be successful in this role if you…

• Meet commitments to deadlines set by yourself through weekly team planning and customer onboarding timelines
• Receive positive feedback from customers regarding your ability to help them solve their problems in a timely manner
• Can be relied on to execute onboarding and keep customers happy without help from the rest of the team
• Are excited about working with the team to make improvements to our processes and business strategies
• Show a willingness to occasionally accept other responsibilities outside your role (this is a small company, after all)
• Work well with the team and can establish a relationship of trust among your coworkers
• For remote work, you have a distraction-free area for getting focused work done

Compensation

• $20/hour

Hiring Process

• Your application will be reviewed
• We’ll schedule a 15-minute introductory call to discuss the position and make sure this position is on par with your expectations
• We will have follow-up interviews + small tasks to allow you to demonstrate your abilities
• There is no hiring deadline, we will make our offer when the right person is found. We are looking for a start date in May

Job Type: Part-time

Pay: $20.00 per hour

Expected hours: 20 per week

Schedule:

• Choose your own hours
• Monday to Friday
• No weekends

Application Question(s):

• Please describe your employment goals and why you believe this position would be a good fit?

Ability to Relocate:

• Logan, UT: Relocate before starting work (Required)

Work Location: In person