Application Deadline: 30 August 2024

Department: Customer Success

Location: Remote, USA

Description

The Customer Success team is a hybrid of account management and customer support. We work with innovative companies looking for a way to make their online reputation management more efficient.

YOUR OPPORTUNITY

As a Customer Support Specialist, you'll provide direct support and guidance to our customers, ensuring they are well informed on the features and functionality of our platform and that their issues and requests are resolved in a timely manner. Your day-to-day responsibilities involve responding to customer inquiries and resolving their issues within our established SLA's via email, phone and screen-share as well as execution of our managed services, responding to customer reviews accurately and efficiently. We pride ourselves on providing friendly, patient, and concise next-level support to optimize the customer's road to success. An ideal candidate has at least 1 year experience working in customer service, customer support, or account management, preferably in a SaaS environment.

Who We Are

At InMoment, we #OwnTheMomentsThatMatter. We believe every moment offers a new opportunity to make an impact. In every interaction, whether it is personal or professional, we are intentional and we take deliberate action to make the lives of our families, teammates, clients, and community better. As you join InMoment and its brands (ReviewTrackers, Lexalytics, and Wootric) you join an industry-leading company who is dedicated to improving experiences and helping businesses take actions through an integrated CX approach:

Integrating the voice of the customer wherever they are in their journey (taking surveys, on social media or leaving reviews, calling the contact center).
Integrating CX technology to prioritize action and inform business decisions—through self-serve or strategic advisors.
Integrating an AI powered approach to eliminating data silos and leveraging intelligence.

Ultimately, we are the best at helping our clients achieve better business results and Experience Improvement (XI) with the best-in-class CX analytics & action solutions.

Who You Are

1+ years of customer service or customer support
Excellent communication skills (written and verbal)
Strong organizational and time management skills
Strong problem solving and troubleshooting skills
Ability to work successfully in a team environment as well as independently
Empathy for our customers and their needs

What You'll Do

Provide fast and friendly support to a large volume of customer inquiries; including troubleshooting, best practices for using ReviewTrackers software, and guidance about the reputation management industry
Execution of our managed services programs
Demoing our product to new and existing customers
Assistance writing and curating customer-facing help center articles and internal documentation as needed
Strategic escalation of unresolved customer issues to appropriate teams

KPI'S

Within 3 months this person will…

Understand the ReviewTrackers product suite and customer problems they solve
Resolve tier 1 and 2 level support issues and integration issues independently
Understand and execute managed services

Within 6 months this person will…

Be an expert on RT product suite and services
Be an expert on all levels of customer support issues and escalations
Create and maintain customer help center, zendesk macros, and managed service documentation

What You’ll Gain

Unlimited PTO - We encourage all employees to recharge! 8 Paid Holidays + 2 Floating Holidays, Your Birthday Off, Volunteer Day, Fully Paid Parental Leave up to 18 weeks

Medical with FSA and/or HSA (which includes an employer match up to $1,500)
Free starter membership to the GymPass app, with access to a network of gyms as well as full access to popular wellness apps such as Calm, Headspace, Meditopia, and Strava
401(k) Retirement matches dollar-for-dollar for the first 2%, and then 50 cents on the dollar for the next 4%. There is a 2-year vesting period for the employer contributions
Access to financial counseling through WellCents
New Hires are eligible for benefits on the first of the month following their hire date.
No cost life insurance, short and long term disability
Robust Employee Assistance Program with podcasts, training, webinars and counseling.
Autonomy - We trust our employees and offer an extremely flexible work schedule
Fun, innovative, collaborative and supportive working environment
Inclusion and Diversity teams - Women of InMoment and InMovement
Employee rewards and referral programs with generous payouts

InMoment

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