Customer Experience Specialist
Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10)
The problem we solve
Every subscription business has a common problem: each month, up to 10% of customer payments are declined.
Many are recovering less than 50% of those failed payments, using outdated “dunning” methods to follow up with customers. This payments-related churn can represent up to half of a company’s overall churn.
Churn Buster is a growing, profitable B2B service that recovers failed payments, with an expansive toolset to optimize custom-tailored solutions for many of the biggest brands in eCommerce and SaaS.
We prioritize taking care of our customers, and care deeply about doing what’s right—even when it’s the harder option. This has strengthened our reputation in a competitive market, and our partnerships within the subscription payments industry.
Our small, remote team is agile, always learning, and committed to long-term, profitable growth. Life balance is a high priority, and time spent with family & friends, enjoying the outdoors, etc. is treated as an integral part of happiness at work.
We are looking for a Customer Experience Specialist to help our customers find more value and enjoyment working with Churn Buster.
As a member of our core team, this is not actually a specialist role (despite the misleading title). You will tend to a broad set of responsibilities throughout the customer lifecycle, aligning them toward their goals with our product.
These responsibilities include helping customers with technical integration, advising best practices during new account setup, proactive check-ins with high-value accounts, circulating feedback to our product team, and handling inbound support questions.
To be successful in this role, you should be an excellent communicator mostly via email, and chat, but also by phone, video, and sometimes in-person. You should also be familiar with CRMs and help desk software (we use Intercom and Close.io).
As part of the application process, you will be asked to demonstrate an ability to simplify complex ideas, solve problems, and orient people toward successful outcomes.
* Proactive outreach to high-value customers, connecting with multiple points-of-contact at their company, identifying their goals, advising them on more effective product usage, soliciting feedback, aligning them with future goals.
Helping customers through live chat, email, phone calls, and screen shares to fine-tune their accounts and ensure they are successful with our product (setup, onboarding, and beyond)
Troubleshooting to quickly identify the source of customer issues and solve problems with empathy, as a customer advocate
Delivering customer feedback and reporting usage trends to our product team, helping to drive customer-focused product development
Creating technical documentation such as FAQs, guides, knowledge-base articles and how-to’s for Churn Buster customers
Automating baseline support to orient customers via in-app notifications, based on feedback and common points of confusion/interest.
You could be a good fit if you…
* Have previous experience in a customer-facing role
Have a minimum of 2 years experience working with a B2B software company
Can develop a solid technical understanding of how a software product works, with the ability to problem-solve for customers independently
Are a high integrity individual with a passion for personal growth, and excellent written and spoken English
Communicate extremely well via Slack, email, and other tools (this is a remote position and communication is everything!)
Are based in a US timezone.
Job summary + benefits* Full-time, remote, flexible schedule
* Competitive base salary
* 100% covered Gold health and dental insurance for you and your family
* Quarterly profit share
* 401k with up to 4% company match
* Unlimited PTO
* Paid family leave
To apply for this position, email [email protected] and include:
1) A few words about yourself - skills, unique qualities, interests... what makes this role seem like a great fit?2) Your favorite weekend activity, and one of your personal goals for 2022.3) A link to your LinkedIn profile.