Close: Customer Support Executive – North America CT/MT (100% Remote)

About Us 

At Shut, we’re organising the product gross sales interplay system of the long run. With our roots because the extremely 1st product gross sales CRM to include crafted-in contacting, we’re main the trade towards disposing of guide procedures and aiding firms to close further bargains – extra quickly. 

Given that our founding in 2013, we have grown to develop into a worthwhile, 100% globally dispersed group of forty significant-accomplishing, delighted individuals right now which might be dedicated to organising a merchandise our shoppers adore.

We are selecting a Consumer Guidance Govt to assist us provide an excellent supplier working expertise to our shoppers. Join a gaggle that has been working remotely for six+ a number of years.

About The Role 

As a Consumer Guidance Govt, you’ll be answerable for coping with assist inquiries throughout US enterprise hrs. You can be reporting to the Manager of Consumer Guidance (Joseph Sterner). Our “assist stack” options Aid Scout, Sift, Stripe, Twilio, Plivo, Expert and Asana.

This place includes a big quantity of independence and speedy obligation. Our key focus is the help ticket queue, having mentioned that additionally, you will be answerable for main particular person assignments/initiatives exterior of the queue because the should have happens.

You are comfy working in a rapid-paced distant ambiance with a bit of and proficient group the place you occur to be supported in your initiatives to broaden professionally. You are succesful to handle your time completely, join successfully and collaborate in a solely dispersed ambiance. 

You are any individual that has a more healthy notion of curiosity who enjoys having factors aside and inserting them again once more with one another.

Demands

  • Bodily centered within the CT or MT time zones
  • Large-amount of proficiency within the English language, each of these created and verbal
  • Working expertise working in a distant potential
  • two a number of years working expertise working in a buyer dealing with place (product gross sales, assist, hospitality, and many others.)

Awesome to haves

  • Direct assist working expertise
  • Complex/coding working expertise (This options VoIP, e mail, community administration, APIs, and many others)
  • Deep consciousness of SaaS + CRM panorama (Professional person of different product gross sales platforms, or purposes generally built-in with Shut)


Key Tasks

  • React to buyer assist tickets and purchase assist calls throughout CT/MT enterprise hrs
  • Escalating challenges to senior assist employees members and engineering as required
  • Fraud avoidance/detection
  • Billing reconciliation
  • Composing bug critiques
  • Coordinating with Achievement to provide further assist to large shoppers
  • Retaining assist centre documentation and creating articles for brand new/up-to-date attributes


Why work with us?

  • Society on-line video 💚
  • Our story and group 🚀
  • Glassdoor Reviews 
  • 100% distant-1st group for round 6 a number of years (we really feel in depend on and autonomy)
  • two x annual group retreats ✈️When we begin touring once more )  (Lisbon retreat on-line video)
  • Competitive wage
  • seven weeks PTO (options business-broad winter season vacation crack)
  • one month paid sabbatical quickly after 5 a number of years
  • Parental go away (10 wks main caregiver / Four wks secondary caregiver)
  • ninety 9% charges paid for excellent healthcare and dental safety, which incorporates an HSA choice (US individuals)
  • 401ok matching at 4% (US individuals)
  • Dependent care FSA (US individuals) 
At Shut, all people has a voice. We persuade transparency and practising a skilled tactic to the work-position. In common, we actually do not need inflexible insurance policies, we now have suggestions. Function/Lifetime concord is a crucial side of our group – we really feel you convey your absolute best to work if you observe self care (it doesn’t matter what that seems to be like like for you). 

We come from 12 nations all over the world and sixteen states a set of proficient human beings rich in quite a few backgrounds, existence and cultures. Two occasions a 12 months we fulfill up someplace across the globe to commit time with an individual yet one more. We see these retreats as an choice to fortify the social fiber of our group. This group is increasing in further methods than an individual – we’ve not too way back launched 11 toddlers (and counting!).

Unanimously, our most well-liked and most impactful worth is “Build a residence you want to reside in.” We attempt to make choices which might be real for our group. At Shut, we now have a big care element for an individual yet one more, in producing an nice merchandise and championing the achievement of our shoppers.  

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