Customer Success / Support

Who Clearstream Is

We build powerful communication software for the church. Our web-based texting and email app is used by 5,000+ churches, from new church plants to many of the largest in the U.S., to communicate and engage with their people and community.

We're a small team of 14 people (you will be 15!) made up of developers, designers, customer support, and writers. This means you will play a valuable role in our small team, have a voice, and be able to make a real impact.

Our mission is to build intuitive, reliable, beautiful software to help the local church fulfill its mission - to engage people in their community and make disciples. Learn about our values, culture, and team here.

Job Details

Customer support is a critical part of the service we provide to churches that use our software, and we're growing our 4-person customer support team.

• Full-time position
• $50-53k starting annual salary + premium company-paid health/dental/vision insurance + 5% matching 401(k) + annual Christmas bonus
• Start date - 4/1/2024
• You'll work at our downtown Pensacola, Florida office 3 days/week, with the option to work from home 1 day per week.
• 4-day work week year-round (9-hour workdays, 36 hours per week). Yes, full-time at Clearstream is 4 days per week.

• Please include a 1-2 minute video with your application, explaining why you would be a good fit. Applications that do not include a video submission will not be considered.

Job Role

Customer Support role - You will be the fifth member of our small but growing customer support team. Customer support at Clearstream isn't a boring job. Our customers (churches) are almost always fun to work with, and we work on actually helping them, not just quickly solving support tickets or chats. We consider customer support part of our product and a central part of what makes us who we are.

We provide live chat, email, and phone support to our customers. Your day-to-day role will be to:

• Help provide live chat during certain days/hours of your work week.
• Write support documentation for new features we release.
• Occasionally talk with customers via video or phone calls.
• Provide email support to customers.
• Work with our support team to ensure customers are having success with Clearstream.
• And if you're comfortable on camera, help with videos we produce for customer education.

Requirements

• Highly detail-oriented - 'attention to detail' is a defining characteristic of our customer support.
• Ability to quickly learn and understand technical concepts.
• A love for working with and helping people and an ability to work well in a team environment.
• Highly personable and empathetic - these characteristics are central in your customer support role.
• A passion for helping the local church (after all, we're a texting software for churches).
• Typing speed of >40 wpm.
• Technical background is a bonus.
• Bachelor's Degree or higher preferred, but not required.

Benefits

• 4-day (9-hour days) work weeks year-round. We're big on work/life balance.
• 5% matching 401(k)
• Premium company-paid health insurance through Florida Blue
• Dental Insurance
• Life insurance
• PTO
• Christmas/Thanksgiving/New Year paid holidays.
• Mobile phone and gym allowance
• Annual Christmas bonus
• Annual performance-based raises

Interview Process

• Application window: 1/28/24 - 2/28/24
• Initial Zoom interview with our Customer Support Manager
• Cognition and aptitude online tests
• Zoom interview with our Director of Operations
• Meet in person for an informal lunch with our customer support team in downtown Pensacola.
• Zoom call with our COO