Hiring Customer Support Specialist (work from home)

Website Bonusly

As a Customer Support Associate on our Customer Success Team, you will provide an unparalleled customer experience while investigating issues, providing solutions, and contributing to the success of Bonusly’s users. We are looking for someone with an ingrained passion for helping people, and a love for finding creative solutions. You will become an expert on the Bonusly app, and be an advocate for the needs and concerns of our users. The work you do directly impacts the efficiency of the business.

✅ At Bonusly, you’ll…

    • Coordinate across departments to provide support through all stages of the customer’s journey.
    • Execute a delightful day-to-day customer support experience- including responding quickly to questions (via phone, email, online chat, and occasionally video) and following up on reported issues. Typical cases include technical questions, troubleshooting, identifying bugs, fielding feature requests, navigating billing concerns, and coaching customers on best practices.
    • Follow a Knowledge Centered Support process to answer customer questions and keep our knowledge base up to date.
    • Investigate bugs and file tickets with our Engineering team when appropriate.
    • Empathize with the customer’s perspective to provide the best solutions aligned with Bonusly’s core values.
    • Collect customer feedback and advocate customer needs cross-departmentally.
    • Identify patterns in support interactions; then take appropriate action to address these patterns.
    • Help out with various Customer Success projects as needed.

💚 You should apply if you…

    • Have 1+ years of experience in a support role at a SaaS organization
    • Have a basic knowledge of web technologies, including APIs, SAML, and SFTP integrations.
    • Consider empathy and patience to be among your top strengths.
    • Enjoy anticipating customer needs and providing solutions before they’re needed.
    • Like looking for patterns in customer communications to create actionable feedback.
    • Comfortable working on a team within an ever-changing startup environment.
    • Have a strong sense for the information needed to debug an issue and can proactively collect this information from customers.
    • Have an aptitude for digesting and communicating technical concepts across audiences of varying technical ability.
    • Excel at identifying problems, discovering root causes, and working quickly to find long-term solutions.
    • Fast learner who is motivated and eager to tackle new challenges every day
    • Communicate with a professional, upbeat, and friendly tone.
    • Pride yourself on delivering delightful experiences.
    • Prioritize well, especially while under pressure.
    • Appreciate being able to work autonomously.

💯 Bonusly points for…

    • Are able to read and write basic code
    • Familiar with Intercom as a ticketing solution


    • Target Hourly Range: $22.00 – $29.00
    • Target Equity Range: 0.005% – 0.015%
🎉Benefits and opportunities include…
• Collaborating with a growing team of smart & passionate creators.
• Making work more enjoyable and meaningful by reimagining the way companies recognize and reward their employees.
• Being empowered to innovate, take ownership, and motivate change at a growing company.
• Fully covered Medical/Dental/Vision insurance.
• Fully covered short-term/long-term disability and life insurance
• Progressive vacation policy.
• 401(k) with employer matching.
• Subsidized wellness, transit, and professional development.
• Bonusly! (Of course we use our own product for peer, work anniversary, and birthday recognition)

JOB URL: https://jobs.lever.co/bonusly/99a03fb0-0fc2-4099-9e08-6aeb8fc9813d

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


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