Customer Experience Specialist

4 weeks ago

Austin, Texas, United States Miro Full time

The Miro Support team is a key part of a global organization that offers support in multiple regions.

We have a team of Subject Matter Experts and a Technical Support Engineer. The Austin hub is a major pillar in the customer experience organization.

Our team has varying degrees of technical expertise and our team members gain and grow skills to deliver enterprise-grade support experience.

This role is opening up as we're growing and expanding the Austin Hub. We're building our team with an additional Customer Support Representative.

At Miro, we're a diverse team that takes pride in offering our customers a product, experience, and support in their language.

This person will be working with customers to expand our offering while gaining skills in troubleshooting, technical expertise, problem-solving, and effective communication by phone, chat, and tickets.

Mironeers work in a hybrid model, with 2-3 days a week in office culture as our baseline.

Critically analyze and respond to queries from existing and new customers/users relating to billing, pricing, licenses, product, and user management
Collaborate within and outside of your team to support broader business objectives
Lead or participate in projects to improve our internal team or external company processes
Perform translation activities linked to localization needs (website, product, knowledge base)
Ability to monitor the progress of your projects and anticipate roadblocks

Excellent Medical, Dental and Vision health benefits
~ Flexible time off
~ Lunch, snacks and drinks provided in the office
~ Wellbeing benefit and WFH equipment allowance
~ Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 employees in 12 hubs around the world.

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At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences.

Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together.

Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.

Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.

As a Customer Support Representative, you will be working with customers to expand our offering while gaining skills in troubleshooting, technical expertise, problem-solving, and effective communication by phone, chat, and tickets.



Key Responsibilities:


  • \t
  • Critically analyze and respond to queries from existing and new customers/users relating to billing, pricing, licenses, product, and user management
    \t
  • Collaborate within and outside of your team to support broader business objectives
    \t
  • Lead or participate in projects to improve our internal team or external company processes
    \t
  • Perform translation activities linked to localization needs (website, product, knowledge base)
    \t
  • Ability to monitor the progress of your projects and anticipate roadblocks
    \


What We Offer:


  • \t
  • Excellent Medical, Dental and Vision health benefits
    \t
  • Flexible time off
    \t
  • Lunch, snacks and drinks provided in the office
    \t
  • Wellbeing benefit and WFH equipment allowance
    \t
  • Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing
    \


Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.

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