Customer Support Specialist

5 days ago

Columbus, Ohio, United States Triple Whale Full time
Job Summary:

As a Customer Support Specialist at Triple Whale, you will be the first point of contact for our customers, providing them with the assistance they need to maximize their use of our platform. You will help solve problems, answer questions, and ensure that customers have a positive experience with our product. Your role is critical in maintaining customer satisfaction and helping our clients succeed.

Key Responsibilities:
  • Respond to Triple Whale customer needs via live chat, owning that interaction from inception to resolution
  • Troubleshoot technical platform issues
  • Advise our customers on best-practices with the Triple Whale platform and its use cases
  • Assist customers with urgent needs and help usher them to the best solutions and across our platform and the business
  • Act as first line of defense for triaging & debugging platform health issues
  • Exceed customer expectations on response quality, timeliness of responses and overall customer experience
  • Continuously train to become an expert on the Triple Whale platform, online marketing, and the e-commerce industry
Qualifications:
  • 1-2 years of experience in a customer support or client-facing role, in a SaaS or tech environment highly preferred
  • Experience in e-commerce, with analytics platforms, or with another SaaS platform highly preferred
  • Ability to work 4 days a week from our Columbus, Ohio office
  • Strong verbal and written communication skills with the ability to explain complex concepts in a simple way
  • Ability to troubleshoot basic technical issues and think creatively to find solutions
  • A customer-first mentality, with a genuine desire to help others and ensure their satisfaction
  • Comfortable using various software tools, and able to quickly learn new technologies and systems
  • Ability to collaborate effectively with cross-functional teams and contribute to a positive work environment
  • Ability to manage multiple tasks and prioritize effectively
  • Familiarity with Hubspot, a huge plus
Our Values:
  • We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers.
  • We Move (Very) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage.
  • We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together.
  • We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths.
  • We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other.
Perks:
  • Greatest Team: A world-class team of the brightest and most talented out there Work with fun, hardworking, kind, nice people who are passionate about what they do
  • Compensation: Competitive salary, benefits, and equity
  • Family Focus: Parental leave and flexibility for families
  • Time Off: Generous PTO. We want you to relax when you need to relax
  • Healthcare: Excellent medical, dental, and vision coverage
  • 401K: 3% matching

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