Job Description

Who We're Looking For:

We are looking to add a hardworking CSS with a consistently positive attitude to our support team, who can be relied upon to handle Level 1 customer support for our customers. Our support team primarily lives out of Intercom and Zendesk, where we solve Level 1 chats and tickets and promptly escalate more complex inquiries to our Level 2 Technical Support team.

The ideal candidate for this position is a self-starter with consistent work ethic, especially when nobody is watching. The ideal candidate for this position also demonstrates strong interpersonal skills, patience and optimism, good technical skills/instincts, and the ability to learn our tech/product relatively independently and quickly.

What is Kixie?

Kixie is a venture backed start-up in Santa Monica funded by a top LA Venture Capital Firm (Mucker Capital). Kixie is a cloud-based phone and texting solution that helps sales teams connect with their leads - and support teams stay on top of their customers. We integrate richly and easily with any CRM, and leverage key moments of the customer journey to prompt sales reps to take action right away - and at exactly the right time. We boast the finest team of customer success reps in the SaaS industry, and make our home in sunny Santa Monica near the beach.

The Basics:

This position is in-office, not remote. We're looking for hardworking local candidates who can make the drive to Santa Monica, and want to be working at a buzzing, lively office every day.

The Customer Support Specialist role is a great opportunity to gain experience and grow professionally at a healthy, lively tech startup and hone valuable CS skills that will serve you well in your future. At least 1 year of past experience in a client-facing role is preferred, but not necessary.

Responsibilities:

• Communicate, assist and problem-solve with a wide variety of customers via phone, Zoom, tickets, and chats
• Work with the appropriate internal teams (e.g. engineering, product management, customer success), to solve problems and manage them through to resolution
• Work cross functionally within the company to communicate with all stakeholders in customers' success
• Help curate our support center and chat logic
• Create and maintain relationships with customers to better understand and achieve their needs
• Assist Customer Success Managers in achieving their goals of minimizing churn and increasing expansion.

• You are ridiculously patient
• You are great at dealing with people and are comfortable via phone, Zoom, tickets, and chats
• You love solving new problems
• You’re familiar with CRM tools like Pipedrive, Salesforce and Hubspot, or you’re a quick study who is eager to develop fluency with tools like these
• You love learning new things and hate being bored at work
• You’re data driven
• You work with customers and create delightful interactions at all stages of the customer life-cycle.
• Software and technology come naturally to you, and you're great at researching and solving problems you haven't come across before
• Ideally but not necessarily - you are a graduate of a 4 year university

Job Tags

Similar Jobs