Typeform is making online data collection more and more conversational, and we’re growing fast. We’re looking for a passionate and inspired Customer Advocate to join us in our Barcelona office. Your mission? Give customers the best support humanly possible. We’re looking for passionate and self-motivated Customer Support Advocate to join our 9 people team working remotely in the US.

Your responsibilities will include: 

  • Become a Typeform product expert and help both customers and coworkers succeed via knowledge sharing and identifying creative solutions to unique workflow needs
  • Utilize Support tools such as the Zendesk to efficiently deliver a best in class customer experience, responding user inquiries via email, instant chat, and social media channels
  • Work closely with other teams such as marketing, product, and engineering to provide superior quality technical troubleshooting, training and support
  • Championing customer needs internally by providing feedback and communicating customer needs to internal stakeholders
  • Develop and maintain long-term relationships with people who use Typeform
  • Be a Typeform guru. Train, guide, and inspire users to get the most out of our platform
  • Troubleshoot and report issues in the platform, help prioritise them, and craft alternative solutions or workarounds for premium users
  • Follow best practices in data collection, tagging, and tracking
  • Delight our customers with the best quality answers aiming at pushing the high level standards of customer satisfaction 
  • Be a team player and constantly provide feedback about new feature requests and pain points
  • Help out with other duties in the Customer Care team such as contributing to department level OKR’s

What we are looking for 

  • You’re currently based in the US
  • 4+ years of relevant work experience as a Customer Support Specialist
  • Experience supporting customers in a Software as a Service (SaaS) environment (ideally B2B) 
  • Knowledge of Typeform at end-user level (we’ll turn you into a guru when you join us)
  • Outstanding English communication skills, including proper use of spelling and grammar
  • Ability to diagnose and solve problems with varying complexity, focusing on the customer’s needs
  • Passion for customer service and ownership of the customer experience including comprehensive issue resolution
  • Able to self-manage and work independently in a fast-paced, constantly changing environment
  • Effective time management including the ability to multi-task, organize and prioritize
  • Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
  • Organised, self-motivated, and detail-oriented
  • Ability to prioritise, multi-task, and perform effectively under pressure
  • Team player with demonstrated ability to execute across a cross-functional team
  • Demonstrated ability to show empathy and take ownership of customer queries providing the best answers to our users
  • You have experience working with these platforms: Customer Support or CRM platforms (for instance, Zendesk or Freshdesk)
  • Given this is a 100% remote position, the candidate is expected to have a dedicated place to work from home 

These would be great:

  • You’ve prior experience in SaaS B2B companies
  • You’ve already used Typeform and know a bit about our customers
  • You worked with integrations and API
  • You’ve worked in an Agile environment
  • Availability to work on Tuesday – Saturday shifts or bank holidays would be a plus