AgencyAnalytics: Customer Support Specialist (EU)

Headquarters: Toronto, Canada
URL: https://agencyanalytics.com

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 are high on emotional intelligence, love learning new technology, great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you. You'll join a small, tight-knit, and highly committed 13-person team that is passionate about helping customers reach their business goals, and passionate about growing our product. Like our customers, our team is global, and we enjoy a fully remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations, Zoom meetings, and shared projects. 

The timezone for this role is business hours in GMT+1 or GMT+2 time.

Key Responsibilities

• Deliver live chat customer support in a timely manner
• Use expert problem-solving ability and resourcefulness to provide our users with the answers they need
• Use 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  

Job Benefits

• Profit-sharing, distributed quarterly
• Frequent promotions
• 4 weeks of vacation and paid sick days
• Extended health benefits
• Continued education allowance
• Annual fitness allowance
• Work from anywhere in the world
• Join a bootstrapped, product-focused, & customer-oriented team

Job requirements

• 2+ years in a similar customer support role for a SaaS
• Advanced written communication skills
• High emotional intelligence, with the ability to read and reflect back the sentiment of your audience
• Excellent rapport-building ability with both customers and teammates 
• Proven track record of meeting or exceeding common customer support metrics
• Ability to multitask and handle multiple customer inquiries simultaneously
• Strong problem-solving skills and the ability to think critically when addressing tasks
• Positive attitude and ability to maintain professionalism and composure during challenging interactions
• Ability to show empathy, tactfulness, and diplomacy when interacting with others
• Moderate understanding of SEO and/or digital marketing is highly preferable
• Basic understanding of common digital marketing channels
• Familiarity with SaaS platforms and related technologies
• Native / Bilingual English

To apply: https://weworkremotely.com/remote-jobs/agencyanalytics-customer-support-specialist-eu-1