Customer Support Specialist (Ireland)

Customer Support Specialist (Ireland)

Department: Customer Support

Employment Type: Permanent

Location: Remote Ireland

Description

We're seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide.

We're specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you have high emotional intelligence, love learning new technology, are great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you!
You'll join a tight-knit, highly committed & growing team that’s passionate about helping customers reach their business goals.  We’re eager to lean in when it comes to growing our product and our customer base. Like our customers, our team is global, and we enjoy a remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations and Zoom meetings, as well as shared projects and exciting initiatives to work on. 

This role joins our team serving European customers.  You’ll be expected to work forty (40) hours per week, from 8:00 AM - 4:00 PM GMT, Monday through Friday. 

From time to time, these hours may be adjusted based on business needs, and you’ll be provided with sufficient notice of any required change.  The adjustments may include:

• Working during statutory holidays, where appropriate holiday pay will be granted
• In-person attendance at the Toronto office for in-office meet-ups, which will occur during regular business hours (9am - 5pm ET)

As A Customer Support Specialist, You Will:

• Deliver best-in-class live chat customer support in a timely manner
• Use expert problem-solving ability and resourcefulness to provide our users with the answers they need
• Apply critical thinking to troubleshoot technical issues
• Collaborate with Product and Engineering teams to resolve issues/bugs
• Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon
• Ensure customers are well-supported and educated at every interaction
• Provide professional and friendly insights to customers when solving their problems
• Contribute to the success of our department by suggesting improvements to our processes and our product
• Think outside the box when it comes to solutions and understanding what the customer needs, taking a proactive approach while reassuring customers every step of the way

What You'Ll Bring

• You have experience in a similar customer support role for a SaaS (Bonus if B2B)
• You have advanced written communication skills
• You’ve got high emotional intelligence, with the ability to read and reflect back the sentiment of your audience
• You have excellent rapport-building ability with both customers and teammates
• You’ve got a proven track record of meeting or exceeding common customer support metrics
• You have the ability to multitask and handle multiple customer inquiries simultaneously via chat
• You’re strong at problem-solving, and you have the ability to think critically when addressing tasks
• You have the ability to show empathy, tactfulness, and diplomacy when interacting with others
• Bonus points if you have experience with SEO and/or digital marketing, including common digital marketing channels