Customer Support Lead
Routific- Full Time
- Posted : 4 years ago
TELECOMMUTE Location: Remote North America, Work from home
Routific – named one of Fast Company’s “World Changing Ideas” – is a purpose-driven startup determined to reduce waste and greenhouse gas emissions.
Our platform strives to be the easiest delivery management software on the market, empowering small and medium sized businesses to save time and fuel, and to work as efficiently as possible. Today, Routific has optimized routes for delivery fleets in more than 900 cities around the world.
THE ROLE
Routific is looking for a Customer Support Lead who can fully own front-line support, and help us build the right foundations to scale the Support department on. This role involves a mix of strategic leadership of the department, as well as daily customer communication through live chat, email, phone calls, and screen sharing.
You’ll help us set and uphold support KPIs, and build systems and processes that make our support operation efficient. You’ll advocate on behalf of our customers and be responsible for making Routific stakeholders aware of their challenges, needs, and concerns – whether that’s providing input on an improved on-boarding flow, a new feature for the product team, or how the Customer Success Team can leverage the insights you’ve gained as a first responder
Responsibilities and Duties- Provide outstanding day-to-day support, helping customers and trialers who write in overcome their unique challenges
- Work with cross-functional teams to help align our product roadmap and marketing materials, by collecting feedback and representing customer interests
- Help Routific evolve its support processes, strategies, and hiring practices by proposing your own initiatives and taking an entrepreneurial approach wherever possible
- Architect, execute, and iterate on campaigns to improve KPIs
- Help manage payment collection and Accounts Receivable
- Work Sunday to Thursday, to help us cover weekend support
- Liaison with our engineers to overcome customers’ technical challenges
- Take full ownership of your part in the customer experience journey
REQUIREMENTS:
- 3+ years of work experience in online customer service or support, preferably in SaaS
- Experience supporting customers through multiple channels, including email, phone, screenshare, and chat
- An acute ability to identify customer issues and successfully implement solutions • A love of helping people—you can’t help but go above and beyond to support a customer
- Excellent written and verbal communication skills; a knack for delivering compelling product walk-throughs
- Project management skills and an attention to detail
- The ability to coach others on strengths and weaknesses, with empathy and diplomacy
- Flexibility, resiliency, and complete comfort with ambiguity
- An eagerness to learn, develop professionally, and take on new accountabilities
- A post-secondary degree
Additional Skills:
- Experience with an early stage startup
- Experience with the logistics/delivery market space
- Familiarity with Intercom, Asana, and Hubspot
COMPANY PERKS
- Generous extended health benefits plan
- Free gym membership
- Unlimited vacation policy
- Unlimited education budget for conferences and workshops
- Top-of-the-line Apple hardware
- Electric sit/standing desks
- State-of-the art Herman Miller Aeron chairs
- Option to work fully remote
We also cover relocation expenses and sponsor work permits!
OUR CULTURE & VALUES
Our diverse team works from our beautiful downtown Vancouver office with sweeping views of the North Shore mountains and Burrard Inlet. Remote is OK too! Read more about our culture: https://routific.com/careers/
Skills
- SaaS
- Project Management
- HubSpot
- Campaign Planning
- Communication
- communication skills
- Flexible
- Marketing
- Customer Support
- Reporting
- CUSTOMER SERVICE
- Technical support
- Leadership Skills
- Account Management
- Business Strategy & Planning
- Strategic Thinking
