Customer Support Associate
2 weeks ago
**Customer Support Associate**
Remote / Customer Experience Care / Full Time **What Haystack Is All About** Haystack is an enterprise SaaS platform on a mission to make big companies feel small. Our thoughtfully designed software helps companies engage their workforce by streamlining internal communications, forging real human connections between employees, and providing a centralized place for any resource your employees may need. Haystack is already powering the employee experience for companies like BuzzFeed, GoPuff, Credit Karma, and Chime. We've raised a seed round of $8M+ from investors like Coatue, Greycroft, and the co-founders of Twitter and Riot Games to drive future product innovation.
Haystack was born by the beach in Los Angeles by talented alumni of Snap, Google & Stanford. We are a fully distributed workforce, with our founding team located in Los Angeles.
**Position:** Customer Support Associate **Reports to:** Director of Customer Experience
**What The Role Is All About** At Haystack we believe exceptional Customer Support is critical to our companys overall success. Customer Support has the power to delight and retain customers, support account expansion, increase our customers sophistication, and enable product adoption. The Customer Support Associate is the backbone of our customer team - this role will do everything from building customer relationships to building in-house content. This is a fantastic opportunity for someone young in their career to get their foot in the door of a customer-focused organization. + Answering support tickets (email, chat, occasionally zoom)Reporting and escalating bugs and product feedback
+ Writing and maintaining Help Desk articles
+ Contributing to product release comms (release notes, change management resources, product training)
+ Contribute to building customer support operations
+ Contribute to product training resources (articles, webinars, training video)
+ Serve as product expert for our internal team and external customer base
**What The Role Requires**
+ **Education:** We believe talented employees come from all backgrounds. No formal education required.
+ **Experience:** 1-3 years of experience working in a customer support/care/experience role - big plus if you have worked on a CS or CX team in a B2B SaaS environment.
+ A passion for making Haystacks customers personally and professionally successfulStrong communication skills, the ability to collaborate cross-functionally - understand how to adjust your approach to different situations and different departments
+ Multi-tasking, prioritization, and general organization is your thing
+ You love learning new products, technologies, and tools
+ You are an excellent teammate who gives ideas to improve processes
+ Strong work ethic and an eagerness to learn - this role will be taking on new tasks on a daily basisExperience working in a customer-facing role
Haystack is looking for intelligence, passion and creativity. We want our employees to serve as our chief product evangelists, and have each days work bring a renewed sense of inspiration. We are solving real world problems with technology and excellent design. Haystack is still small, and early employees will have huge earning potential. Our founding team is dedicated to finding unique ways to give you reasons to love working here. Our current benefits are below, but if you have ideas we want to hear them. Product Commission - We recognize that the entire company plays a part in driving revenue, thats why commission doesnt just go to sales. We compensate our product, design, and engineering teams with a portion of commission when we sign new customers to reward them for building an incredible experience. Unlimited PTO Equity participation Health Insurance Gym Reimbursement Headspace Membership Laptop + Monitor Regular Company Retreats
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