Customer Support Associate

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Spoiler Alert

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2015

🤝 B2B

☁️ SaaS

🏪 Place de marché

💰 €11 000 000 Series A - Spoiler Alert en 2021-12

B2B • SaaS • Marketplace

Spoiler Alert est une plateforme SaaS B2B qui aide les fabricants, les grossistes, les détaillants et les marques de biens de consommation emballés à gérer, vendre et faire don de surplus ou d'inventaires en fin de série. Son logiciel automatise les annonces, les prix, la logistique et l'adéquation des acheteurs pour déplacer les marchandises excédentaires vers des marchés secondaires et des canaux de dons, permettant ainsi de récupérer des marges, d'accélérer la mise sur le marché et de réduire les déchets. L'entreprise se concentre sur les biens de consommation à rotation rapide (alimentation & boissons, beauté, produits ménagers, animaux de compagnie, etc. ) et fournit des analyses et des optimisations pour améliorer continuellement les résultats de liquidation et de redistribution.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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