West Coast Customer Champion

2 months ago

Cambridge, United States Wistia Full time

Help us help Wistia customers

As a West Coast Customer Champion, you'll be a part of a human-first support team, providing daily assistance to our customers big and small. You will troubleshoot complex technical issues, rely on expertise to answer product questions, and always practice empathy as a frontline representative of Wistia. This role is best suited for those who find joy in pursuing knowledge and feel fulfilled when teaching others. If you've got a knack for explaining complex topics, are an effective communicator, and are passionate about software and technology - we would love to hear from you

Key Responsibilities

  • Answer our customers' questions with timeliness, empathy, and expertise.
  • Coach new users through the fundamentals of using Wistia and help set them up for success.
  • Field questions from a wide array of customers about various parts of the Wistia product.
  • Dive deeper into tough technical issues. Learn solo by trying, testing, and failing. Collaborate with more experienced teammates on the toughest of problems.
  • Represent the voice of the customer by sharing candid feedback, reporting bugs, and incorporating a customer-first mindset in daily interactions.
Qualifications
  • At least 2 years of experience in a technical support role or a proven ability to provide exemplary customer support.
  • Comfortable troubleshooting webpages, using the inspect tool, and have familiarity with HTML and CSS.
  • Ability to maintain individual performance metrics, such as the number of questions answered, customer satisfaction, and SLA adherence.
  • Effective communicator over various channels including live chat, email, and screen-share/phone.
  • Self-learner capable of pursuing knowledge and maintaining expertise in an ever-evolving software product.
  • Process-oriented with an ability to think through steps, procedures, and methods to accomplish goals and answer customer questions.
  • Able to leverage internal resources, search engines, and AI chat assistants in your quest for information.
Empathetic and understanding of customer's needs and challenges. Able to represent the voice of the customer in product feedback, bug reports, and everyday conversations.

Working at Wistia

We try to ensure Wistia is an inclusive and diverse place where everyone feels happy, fulfilled, respected, comfortable, and welcome. We're proud to be an equal opportunity workplace. We care a lot, so our benefits are actually benefits, not just the fun stuff like swag and snacks in the office (though we also have lots of those too).

We know the biggest investment we can make is in our employees, so we provide:
  • A competitive compensation package that includes internal equity stock options
  • 401k with 3% company contribution, regardless of whether you contribute (Roth 401k available)
  • Fully paid healthcare, dental, and vision insurance (family plans included)
  • Pre-Tax FSA and Dependent Care Account
  • Flexible working hours - work at the times when you operate best, or set aside time for child and/or elderly care responsibilities during traditional "office hours"
  • 16 weeks paid parental leave for all new and expecting parents
  • Unlimited PTO (pretty common for people to take 4+ weeks off throughout the year)
  • Remote-first culture (work from anywhere in the U.S.)
  • Annual professional development stipend (courses, conferences, and more)
  • New hire bonus to enhance your home office set up
  • Pet insurance discount

Location/Remote Opportunities

Wistia is a remote-first company. Employees can work from our beautiful office in Cambridge, MA, or anywhere in the continental US.

Wistia provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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