Customer Support Representative

Our fast-growing startup is looking for a skilled, self-motivated problem solver to join our team as a Customer Service Representative. As a CSR, you will play a central role in providing best-in-class services to ChurnZero’s rapidly expanding customer base by providing product guidance while investigating and resolving product issues. If you’re technically minded and passionate about customer experience, this is the team for you. Join the team that proudly supports the highest ranked solution in the Customer Success category on G2 Crowd – and be an important part to our continued success!

Responsibilities

• Manage the queue of incoming support cases via email and zoom if necessary to ensure friendly, timely, and effective resolution of questions and issues
• Investigate and resolve product bugs, alone and through collaboration with other ChurnZero teams
• Productively respond to customer feedback; offer creative alternatives and best practice guidance whenever possible
• Provide accurate and complete information to customers and to other ChurnZero team members leveraging your tools and resources
• Collaborate with Customer Success, Product Management, and Development on possible ways to improve ChurnZero’s product, services and processes
• Reliably meet personal and team case handling targets and SLA expectations
• Contribute towards the development of a strong team environment by being energetic, enthusiastic, and relationship-focused; eager to make a positive impact with customers

Qualifications

• Undergraduate degree (BA/BS) or equivalent experience preferred
• 2+ years’ experience in Customer Service/Support roles, preferably at a SaaS organization
• Active listener, passionately communicative, and empathetic; able to put yourself in customers’ shoes and advocate for them when necessary
• Proactive problem-solver; confident at troubleshooting and able to investigate if you don’t have enough information to resolve customer issues
• Organized, articulate and reliable; strong diplomacy, tact, and poise when working through customer issues and escalations
• Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms
• Working knowledge of Zendesk strongly preferred

About this role
Job Title:Customer Support Representative
Classification: Non-Exempt
Reports to:Customer Support Manager
Location: Remote - US
Target Salary Range: $45,000 to $55,000 annual base salary plus a $6-10k variable

About ChurnZero
ChurnZero helps subscription businesses fight customer churn. Our software solutions allow businesses to understand how their customers use their product, asses their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints. ChurnZero is backed by the leading angels and venture capital firms Baird Capital, Grotech Ventures, and Middleland Capital.

NOTE: While this is a remote position, we are targeting individuals that are available until 7pm ET every day.