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
