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Client Engagement Associate

2 months ago

Santa Monica California, United States Kixie Full time

Ideal Candidate Profile:


We are seeking a dedicated Client Engagement Associate with a consistently positive demeanor to join our support team, who can be trusted to manage Level 1 customer inquiries for our clientele.

Our support team primarily operates through platforms such as Intercom and Zendesk, where we address Level 1 chats and tickets, and efficiently escalate more intricate issues to our Level 2 Technical Support team.

The perfect candidate for this role is a proactive individual with a strong work ethic, particularly when working independently.

This individual should also exhibit excellent interpersonal skills, patience, and a positive outlook, alongside good technical instincts and the ability to learn our technology and products autonomously and swiftly.

What is Kixie?

Kixie is a venture-backed startup located in Santa Monica, supported by a leading LA Venture Capital Firm (Mucker Capital).

Kixie offers a cloud-based telephony and messaging solution that empowers sales teams to connect with leads and enables support teams to effectively manage customer relationships.

We seamlessly integrate with any CRM and utilize key moments in the customer journey to prompt sales representatives to take timely actions.

We pride ourselves on having the best customer success representatives in the SaaS sector, and we thrive in a vibrant office environment.


Position Overview:
This role requires in-office presence, not remote work.

We are looking for committed local candidates who are willing to commute and prefer a dynamic office atmosphere.


The Client Engagement Associate position is an excellent opportunity to gain experience and develop professionally within a thriving tech startup while honing valuable customer service skills that will benefit your career.

A minimum of 1 year of experience in a client-facing role is preferred but not mandatory.

Key Responsibilities:
Engage, assist, and resolve issues for a diverse range of customers via phone, Zoom, tickets, and chats.

Collaborate with relevant internal teams (e.g., engineering, product management, customer success) to address issues and ensure resolution.

Work cross-functionally within the organization to communicate effectively with all stakeholders involved in customer success.

Contribute to the development of our support center and chat protocols.

Establish and maintain relationships with customers to better understand and fulfill their needs.

Support Customer Success Managers in their objectives to reduce churn and enhance expansion.

Qualifications:

You possess remarkable patience.

You excel in interpersonal interactions and are comfortable communicating via phone, Zoom, tickets, and chats.

You enjoy tackling new challenges.

You are familiar with CRM tools such as Pipedrive, Salesforce, and Hubspot, or you are eager to quickly learn these tools.

You have a passion for learning and dislike monotony at work.

You are data-driven.

You engage with customers and create positive experiences throughout their journey.

Technology and software come naturally to you, and you are adept at researching and resolving unfamiliar issues.

Ideally, you hold a degree from a four-year university, though this is not a strict requirement.

Benefits:

Salary range: 50k base - 65k OTE per year.

Health, Dental, and Vision benefits.

401K plan.

Unlimited PTO after 90 days.

High-quality coffee (Nespresso).

A fun and hardworking environment.

Opportunity to learn about tech startups and develop customer service skills.

Office conveniently located near the beach.

Reserved parking available.