Job Overview
- Job Title Customer Service Representative II
- Hiring Organization LeadSimple, Inc
- Company Website https://www.leadsimple.com/careers
- Remote Locations Worldwide
- Job Type Remote, Full-Time
Joining LeadSimple means becoming part of a dynamic and innovative team that is dedicated to helping property managers succeed. Employees at LeadSimple benefit from a supportive and collaborative work environment, competitive salaries, and a range of perks and benefits. We foster a culture of transparency and open communication, ensuring that employees feel valued and empowered to contribute to the company’s success. If you’re driven by making a positive impact on people’s lives and want to support our mission, we’d love to hear from you.
Role Summary
The mission of the Customer Support Rep II is to assist customers by providing advanced technical support on issues escalated by the Customer Support Rep I team. The focus is to troubleshoot and resolve complex issues to increase customers’ interaction with the product to improve full adoption.
Job Responsibilities
- Confidence in handling customer issues independently by 90 days. The expectation is that 75% of tickets can be handled autonomously.
- CSR will respond to customer inquiries and own the outcome. No one will know everything, but the CSR needs to be able to handle the majority of customer issues autonomously.
- Equal contributor of workload responsibilities. Reps must handle an equal amount of work dispersed amongst the team. As an example, if we have 4 reps and a manager, you would be expected to work 25% of the ticket load for the week.
- We are a small team, and in order for our team to run efficiently everyone needs to pull their share of the workload. The expectation is that the CSR will handle an equal amount of work as the other CSR members, excluding managers. We expect each team member to update or write at least one help article per month.
- Customer Obsession – Maintain high CSAT Score of 96.0%
- Our core value of customer obsession is paramount at LeadSimple. We expect a CSAT score of 96%.
A day in the life of…
- Customer-Centric Approach: Cultivates strong and enduring relationships with clients across all levels through professional communication, fostering loyalty.
- Problem Resolution Proficiency: Demonstrates adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy.
- Consultative Expertise: Possesses a deep understanding of LeadSimple’s capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs.
- Coachability and Continuous Improvement: Open to feedback and guidance, actively seeking opportunities to enhance skills and knowledge for role advancement.
Job Requirements
- Are proficient in troubleshooting Tier 2 support issues and effectively communicating with technical teams.
- Embrace learning new technology
- Learn fast
- Communicate crisply
- Proactively seek solutions
- Own the outcome
- Embody emotional maturity
- Bring an optimistic “can do” attitude
- Supply your own internet and smartphone
- 2-5 years of experience
- Have B2B SaaS experience (preferred)
Employee Benefits
- 8 Company Holidays + Week off at Christmas
- Unlimited PTO
- 1 Volunteer day with the organization of your choice
- Birthday lunch on us
- Monthly Healthcare Allowance
- Monthly WFH Allowance
- Yearly Vacation Allowance
- Fun and outcome driven work environment with a smart, hard working team
- Location independence
- Mission driven company and values-based culture
How To Apply
Click “Apply” below to fill in the application form!
More Information
- Remote Job Location Anywhere
- Salary Offer to be discussed
- Experience Level Junior Level, Mid Level, Senior Level
- Education Level Non Specific
- Working Hours to be arranged (full time based )
- Job Application Via Custom Application Page
