Customer Support Advocate

2 months ago

Oakland, United States Binti Inc Full time

Binti builds modern software to help every child have a safe, loving, and stable family. Working with county and state governments across 36 states, Binti's tools improve the child welfare system. The 500+ agencies using Binti serve about 42% of children in child welfare in the US, and agencies using Binti have increased the number of approved families by an average of 30%, making a real dent in the shortage of foster/adoptive parents for children in the US. Beyond helping families foster/adopt children, Binti is launching software to support families who are struggling to get the services they need to stay together with or reunify with their children.

Binti is a for-profit, mission-driven software company based in Oakland, CA. Investors include Founders Fund, First Round Capital, Kapor Capital, and others. We're a team of 90+ people and growing quickly. We care about creating a workplace where everyone feels welcome and can bring their full self to work. We have a huge, ambitious vision to rewire government to be more effective in expanding opportunities for people around the world, and we are looking for mission-driven, high-empathy, high-performance, and low-ego team members to join us on our exciting journey towards that vision.
Role Overview:

The Customer Support team is a key contributor to Binti's success, both past and future. Consistently delivering "surprisingly great customer support" ensures that our customers continue to love our products and are able to use them efficiently and effectively toward our common vision of "helping every child have a safe, loving and stable family." Our Customer Support Advocates become trusted guides to all user types, including families applying to become licensed foster care providers and agency workers supporting the many complex and important workflows in a child welfare case. Binti's Customer Support Advocates achieve high customer satisfaction by quickly understanding user needs and resolving challenges via their deep product expertise, high empathy, troubleshooting skills, excellent written communication, and determination to provide helpful information and answers.

What You Will Do:

  • Deliver outstanding customer support by taking incoming service calls, responding to email inquiries, and connecting with Binti users over live chat
  • Develop and demonstrate deep empathy for Binti product users, share their caring and commitment to helping children experiencing child welfare
  • Become a knowledgeable expert regarding Binti's product features, advantages, and benefits; expanding your knowledge over time as Binti's portfolio of child welfare solutions and features grows
  • Advocate on behalf of the customer to other departments to ensure customer needs are met
  • Pro-actively seek positive and constructive feedback about our products from customers and channel those insights to Binti's product team
  • Multi-task effectively, wearing many hats, helping in other areas where needed
  • Create product troubleshooting guides to assist customers and teammates
  • Provide recommendations and best practices for emerging opportunities that assist in achieving Binti's organizational goals
  • Meet and exceed Customer Support satisfaction goals as measured by metrics and key performance indicators
  • Attend meetings and other company functions necessary to perform duties
Sample Activities & Projects:
  • Provide support via chat, email or phone instructing users how to use the Binti system - these requests could be from caseworkers from the Child welfare agencies that use our system or from the families that are applying to be caregivers at our agencies; respond with urgency and empathy and confirm our commitment to providing the help they need, ask appropriate questions via chat to determine the root cause; find the answer by using our documentation/internal resources
  • Report issues that are bugs or feature requests by logging Jira Tickets (Binti's product issue tracking systems) and escalating issues via slack channels to other teams
  • Contribute to data entry projects that assist our agencies keep their data up to date. i.e. doing bulk application status changes, bulk reassignment of case loads, bulk placement search closure, etc.
Who You Are - Required Experience & Skills
  • Experience in a business customer facing role
  • Able to work full time, 8-hour shifts Monday-Friday between 6AM- 7PM Pacific Time
  • Strong work ethic, highly productive, able to handle a high volume of tasks
  • High degree of emotional intelligence and empathy; able to build relationships with our child welfare and foster agency customers
  • Persistent, positive, "can-do" attitude; determined to meet customers' needs
  • Exceptional attention to detail
  • Ability to multi-task and adapt to a fast-paced environment
  • Excellent verbal, written, and interpersonal communication skills
  • Open to feedback, learning and improvement
  • Self-motivated and capable of working independently, owning projects from inception to completion
What We Love About You - Preferred Experience & Skills
  • 2+ years experience in a customer success or customer support role for a technology company
  • Personally motivated toward and fulfilled by helping to others
  • Thrives in a technology start-up environment - fast pace, frequent change, considerable ambiguity and uncertainty
  • Eager to learn - able to rapidly build command of technology systems and new features
  • Proven track record of delivering measurable results
  • Strong collaboration and team building skills
  • Excellent, time management, organizational and planning skills
  • Bonus: bilingual - fluency in written and spoken Spanish
  • Bonus: personal experience in or connection to child welfare
BENEFITS & PERKS
  • An above-market compensation package (salary + equity)
  • Excellent medical, dental, vision, and life insurance - 99% of insurance premiums covered for you + your dependents
  • Flexible vacation time to promote a healthy work-life blend
  • 13 paid holidays; 11 federally observed holidays (including Juneteenth), plus Election Day and the day after Thanksgiving
  • 16 weeks of paid parental bonding leave for the arrival of a newborn or newly placed infant
  • Sick/mental health time separate from vacation days (accrue up to a cap of 160 hours)
  • 4 weeks of sabbatical after 4 years of service at the company
  • 401k, Commuter benefits, FSA, and DCSA with administration paid for
  • $5,000 annual bonus for employees who volunteer as a CASA (court-appointed special advocates)
  • $2,500 annual reimbursement for ongoing learning and development, with opportunities to attend trainings/conferences, on-site speaker series, and lunch and learns
  • $300 reimbursement for virtual home office setup
  • $50 a month remote work stipend to cover internet, electricity, home office setup costs or lunch/snacks with coworkers
  • Paid jury duty

At Binti, we celebrate having a diverse team and believe our differences make us stronger. Binti is proud to be an equal-opportunity workplace and is an equal-opportunity employer. We welcome all qualified applicants to apply without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, or protected Veteran status.

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