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Supermove Remotiveover 1 year ago
Apply Nowover 1 year ago
About Supermove
At Supermove, our mission is to make moving faster, cheaper, and delightful for everyone.
Supermove gives movers and their customers easy, digital tools to manage their moves. We built our products through conversations with and feedback from movers who were frustrated with inefficient pen and paper systems. Now, we offer a software platform designed make everything from lead capture to reporting simple, streamlined, and fully digital.
Hundreds of business owners trust Supermove to digitize their moving business, and help them save time, money, and scale their business.
Working with Supermove
We are a customer-driven team that tackles problems with empathy and logical reasoning. We aim to truly solve problems for our customers and accomplish this through a thorough process of problem discovery, user research, user testing, and iteration.
Your Role & Mission
As a Customer Support Specialist, you will be a subject matter expert of all things Supermove. You will work with our customers to provide customer support through personalized emails, both inbound & outbound phone calls, and remote trainings to provide them a delightful experience.
< class="h3">Quick facts:
- We have closed our series A round raising $18M led by a16z - read more about it here.
- We have doubled our team size from 20+ to 40+ in a quarter comprising of Pinterest, Asana, Facebook, and Uber alums.
- We handle millions of dollars of moves each month and we're on track to 10x in a single year.
- We have several customers paying us more than $x00k ARR.
- Provide exceptional & empathetic support to our customers through email, live-chat, and phone
- Leverage resources to navigate, troubleshoot, escalate, and solve customer concerns and system issues, while actively maintaining timeline expectations
- Skillfully balance time between competing priorities — assisting customers, troubleshooting issues, & working on projects
- Work cross-functionally and communicate clearly to help drive product and process improvements across teams, knowledge-base resources, and more
- Think outside of the box to develop creative support solutions that best serve our customers and their needs
- Incredibly curious and empathetic.
- You seek to understand the full picture from the customer's point of view. You're also willing to challenge this understanding every day.
- Adaptable and relentless.
- You understand that change is the only constant in a startup, and you embrace it.
- You are willing to run through walls to realize our vision.
- Articulate and well-accustomed to a client-facing role
- 1-2 years of experience in Customer Tech Support related role
- English fluence
- Phone & written communication experience is a must
- First 30 days:
- Shadow & Train - Goal is to get up to speed quickly
- Respond to minimum of 5 customers via written comms w/ assistance
- Compose a minimum of 1 Help Center article
- First 60 days:
- Accelerate - Become a fully ramped Support team member
- Review first QA Scorecards and begin tracking KPIs
- Begin contributing to CS Weekly and various team meetings
- Assign yourself as contributor to at least 1 org level project (CX Processes) work-stream
- Compose a min of 10 Help Center articles
- First 90 days:
- Excel - Contribute to key projects and impact customers
- After 90 days & KPIs
- Act as primary point of contact between Supermove and its customers throughout post-implementation phase
- Achieve a CSAT Score of 95%
- Average resolution time of 24 hours
- Achieve a QA Score of 90%
- Time to First Response of 60 Minutes
- Minimum number of tickets opened of at least 5 per hour
- Large amount of ownership within the first 3 months of joining.
- You will be introducing technology to the moving industry, an industry previously untouched by software. By working with our customer base, you will provide them more time, revenue, and speed – radically uplifting the entire moving experience for everyone in the world.
- You will directly influence the company's continued success.