Customer Support – NO Phones – Remote – $55,000-$65,000/YR

Donut



At Donut we are on a mission to create more trusting, collaborative, and successful work relationships. We believe genuine relationships are the key to being engaged, happy, and successful at work.
Donut came together over a shared passion to help people connect, and the insight that strong relationships at work are the bedrock of a successful team. Employees who feel socially connected to their coworkers express greater individual purpose and fulfillment, less workplace loneliness and isolation, and improved performance and productivity. We are building a company that embodies those ideals while instilling them in others.
About the Role
We are a small but mighty team, supporting a fast-growing base of 15,000+ customers with big revenue goals.
We’re looking for a seasoned customer experience superstar to help us answer customer questions and resolve issues that range from questions on pricing to how to launch Donut successfully.
While you’ll spend a large portion of your time working in our customer support platform to answer and resolve inbound customer inquiries, we’ll also be relying on your strategic expertise to flag bugs, identify patterns or trends that need to be addressed, and propose changes to automated workflows or our Help Center to better meet customer needs.
As a part of a small team, you’ll make a BIG difference in our daily operations and our customers’ experience.

What You'll Do

      • Provide real-time support to customers via chat and email (and occasionally via Zoom)
      • Provide implementation support and guidance with a consultative approach
      • Work with our engineering team to squash bugs or implement special requests
      • Identify patterns in customer inquiries and feedback, and surface to both the customer experience and product teams
      • Optimize automated workflows and self-serve help materials in support of our Documentation Specialist

About You – Musts

      • 3+ years of experience: In a customer support or experience role.
      • Speed: Ability to answer questions quickly and develop macros if needed.
      • Empathy + active listening: We love our customers, and know you will too! Curiosity, deep empathy, and patience are all important values in how we problem-solve for customers.
      • Self-sufficiency: Our team is small and works independently, so you’ll be successful if you’re able to onboard quickly, research the answers to questions, and rely on past experience to make judgment calls with little to no hand-holding.
      • Slack proficiency: Donut is a Slack-based product, so experience using Slack in a personal or professional setting will be important for success.
      • Agile: Ability to navigate ambiguity and adapt to change quickly
      • Based in the USA: We are a remote-friendly company, and employees are welcome to work anywhere within the USA.
      • Availability: 10 am-6 pm ET, Monday-Friday

About You – Bonuses

    • Experience working with self-serve B2B SaaS
    • Familiarity with Intercom, Stripe, and Hubspot
The salary range for this role is $55,000-$65,000 annually.
Benefits (full-time US employees)
– Medical, Dental, and Vision benefits
– 401(k) with company match
– Diversity, Equity, and Inclusion program
– Unlimited paid time off and 10 company holidays
– Paid family leave
– MacBook
– Monitor stipend
– Home office stipend
– Mental health benefit

To apply for this job please visit jobs.lever.co.

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