Senior Customer Love Engineer

November 13

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Chili Piper

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B2B • SaaS • Productivity

Chili Piper is a demand conversion platform that offers solutions such as one-click scheduling, live chat engagement, form and lead routing, and integration with Salesforce. The platform is designed to convert leads into meetings quickly, automate lead distribution, and streamline processes across marketing and sales. Chili Piper aims to enhance the sales experience by improving lead routing efficiency and reducing the need for multiple tools through its all-in-one platform approach. The company's solutions help increase meeting conversion rates and improve overall revenue pipeline efficiency for businesses, particularly B2B teams.

51 - 200 employees

Founded 2016

🤝 B2B

☁️ SaaS

⚡ Productivity

💰 Secondary Market on 2021-04

📋 Description

• Learn how Chili Piper works and why our customers use it • Shadow colleagues, learn best practices for what makes CP Customers successful • Resolve customer questions in chat, email, and over zoom • Master your knowledge of the Chili Piper product and have a deep understanding of how our customers use Chili Piper to achieve their goals • Juggle customer conversations while maintaining five-star customer service standards • Guide new customers through their first steps with Chili Piper via short onboarding calls • Ensure timely and thoughtful follow-up through our support channels to help them see early value and stick with the product • Work closely with customers and our product team to help ship changes that reduce the number of product-related questions • Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome • Consistently set, deliver on, and exceed customer-centric objectives with meaningful outcomes • Analyze logs to find specific incident events • Replicate behaviors or bugs • Keep an eye on critical issues and alert the engineering team

🎯 Requirements

• Experience with CSS/HTML/Javascript & REST API’s • Experience with Support ticketing software (Zendesk, Helpscout, Intercom, etc….) • Experience with logs (AWS, Google Cloud, Graylog) • General knowledge about APIs and endpoints • Experience with JIRA • 3+ years in software (SaaS) customer support • Experience guiding new customers through onboarding or implementation processes • Proven ability to communicate complex workflows in simple, actionable steps • Salesforce Admin Certified a plus • Marketo, Hubspot, Pardot, or Eloqua certified a plus • Must be based within EMEA

🏖️ Benefits

• Unlimited vacation (and we *do* mean it, and we *do *take it!) • Generous health, dental, and vision insurance • Any equipment/software/tech that you need to do your job • Annual professional development stipend of $2,000 USD • Equity - all Pipers receive stock options • Annual company retreat for a week of bonding and adventure (previous retreat locations include Paris, Morocco, Tulum, Iceland, Ibiza, and India!)