Customer Support Associate

🕒 vor 1 Monat

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Spoiler Alert

WebsiteLinkedInAlle Stellen

11 - 50 Mitarbeiter

Gegründet 2015

🤝 B2B

☁️ SaaS

🏪 Marktplatz

💰 €11.000.000 Series A - Spoiler Alert im 2021-12

B2B • SaaS • Marketplace

Spoiler Alert ist eine B2B SaaS-Plattform, die Herstellern, Großhändlern, Einzelhändlern und CPG-Marken dabei hilft, überschüssige oder abverkaufsgeeignete Bestände zu verwalten, zu verkaufen und zu spenden. Die Software automatisiert die Listung, Preisgestaltung, Logistik und Käufersuche, um überschüssige Waren in Sekundärmärkte und Spendenkanäle zu überführen, was zur Rückgewinnung von Margen, zur schnelleren Markteinführung und zur Abfallvermeidung beiträgt. Das Unternehmen konzentriert sich auf schnelllebige Konsumgüter (Lebensmittel & Getränke, Beauty, Haushalt, Haustier, etc. ) und bietet Analysen und Optimierungen, um die Liquidations- und Umverteilungsergebnisse kontinuierlich zu verbessern.

Beschreibung

• Proactive monitoring of customer platform usage during sales cycles via system alerts, email workflows and support tickets to ensure any issues that arise are successfully and rapidly resolved internally and with customers • Respond to, triage and drive resolution of all inbound support requests from customers and their buyers • Own escalated support issues to ensure that production blocking issues are rapidly resolved • Conduct proactive customer check-ins on platform usage with customer users while documenting feedback to drive improved customer results • Leverage our BI tool/platform to provide scheduled and ad-hoc customer analytics and reporting to ensure all customer deliverables and alerts are on-time and error free • Work with responsible Customer Team Managers to complete technical configuration, implementation and testing tasks/tickets during new customer onboarding and subsequent software upgrades • Play a key role in a range of initiatives to improve customer outcomes, platform adoption and productivity • Create and/or update internal support and external customer documentation • Be a subject matter expert in the Spoiler Alert platform and system features, functions and capabilities

🎯 Anforderungen

• 2+ years experience in a customer support, customer success, or a professional services role at an enterprise B2B/SaaS technology company • Proven track record of meeting and exceeding KPIs leading to exceptional results in customer outcomes and internal productivity • Previous experience as a user of CRM and/or ticketing software - e.g. Salesforce, Zendesk, Kustomer, etc. • Mastery of PowerPoint and Excel • Excellent verbal and written communication skills with the ability to explain complex and technical concepts to a variety of stakeholders • Diligent, consistent attention to detail and management of administrative aspects of the job • Demonstrated eagerness to learn, adapt, and experiment and thrive in a fast-paced environment • Passion towards company’s mission and interest in sustainability, food waste reduction and innovative technology and analytic solutions

🏖️ Vorteile

• Remote-first environment, with co-working access for locals in BOS, NYC, & DEN • Competitive salary and stock option packages • Subsidized health, dental, and vision insurance plans • Climate-focused, pre-tax 401(k) and post-tax Roth 401(k) options • 12-16 weeks of paid parental leave + flex return to work • 15+ company holidays, including an "End of Year Reset Week" • 20 vacation days and 10 sick days per year • Focus Fridays (no meetings after 1PM local) • Summer Fridays (1/2 day) • Paid volunteer outings and civic engagement leave • Annual flex funds for remote work needs, learning & development, and socializing with colleagues • Company-sponsored $500 FSA contribution