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Lead Customer Support Specialist
2 months ago
Company Overview:
Feathr is a dedicated Nonprofit Marketing Platform, empowering over 1,300 organizations to achieve greater outcomes, efficiency, and assurance in their operations.
Our innovative software solution is designed to equip nonprofits with essential tools for fostering meaningful connections within their communities and enhancing their impact with certainty.
At Feathr, we are committed to cultivating a vibrant workplace culture where exceptional individuals can thrive and perform at their best. If you are eager to contribute to a mission-driven environment while enjoying a 4-day workweek, you are in the right place.
Role Summary:
The Senior Product Support Representative is integral to ensuring client satisfaction and enhancing user experiences within the Feathr application. This role involves close collaboration with the Product, Implementation, Education, and Customer Success Teams to deliver outstanding customer service and application assistance to both clients and members of the Feathr community.
In addition to providing one-on-one support to clients for troubleshooting issues, the Support Team manages third-party software requirements for various campaign types. Maintaining open communication with all users is crucial to keep them updated on any issues and enhancements within the application. Leveraging our in-app expertise and client relationships, we strive to create more streamlined user experiences.
Senior Product Support Representatives operate independently while fostering a collaborative environment. We adapt swiftly to the evolving needs of our clients and are seeking individuals who can contribute both technically and culturally to our team.
Qualifications:
- Minimum of 4 years in customer service or technical support roles.
- At least 2 years of experience in SaaS customer service or support.
- Proficient in providing phone support and guiding users through technical challenges.
- Strong technical skills and adaptability to new software.
Desired Attributes:
- Ability to manage multiple priorities and navigate changing circumstances effectively.
- Resilience in a fast-paced environment with established deadlines.
- Competence in adhering to defined processes and protocols.
- Proactive problem-solving mindset with a customer-centric approach.
- Exceptional communication skills, both written and verbal, with a focus on customer service.
- Meticulous attention to detail and strong documentation capabilities.
- Ability to provide constructive feedback to management regarding trends and challenges.
- Capacity to develop and refine processes and workflows to meet evolving customer needs.
Daily Responsibilities:
- Address incoming inquiries from customers and team members via various communication channels.
- Coordinate and schedule discussions with clients to troubleshoot and resolve issues.
- Ensure high levels of customer satisfaction in all interactions.
- Collaborate with relevant teams on customer issues or opportunities.
- Keep teams informed about ongoing technical challenges and solutions.
- Assist in defining support processes and performance metrics.
- Create and maintain support documentation and resources.
- Commit to finding solutions for all inquiries.
- Document all support interactions and resolutions thoroughly.
- Provide training and mentorship to new Product Support Representatives.
Compensation and Benefits:
The position offers a competitive annual base salary, with the potential for additional performance-based compensation. Employees also receive comprehensive health, dental, and vision insurance, along with various benefits such as a professional development budget and team-building events.
Work Environment:
This role is designed for remote candidates located in specific time zones, with flexibility to work from the company’s headquarters.
Company Culture:
Feathr values a culture of practicality, ambition, clarity, trust, and service. We believe in the importance of self-awareness and honesty in overcoming challenges.
Feathr is an equal opportunity employer, committed to fostering a diverse and inclusive workplace.
