Job Description
The goal of the Department of Customer Love is to be the voice of our customers and drive change (and we're proud to say we do a pretty dang good job at it, too). You’ll be the closest to the customer and interacting with them daily, so we’re leaning on you to identify and advocate for how we can keep improving the customer experience. Currently, we are looking to add a Senior Customer Love Engineer within the EMEA region.
What You'll Do
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
Who You Are
Personable, kind, and you love helping customers
Curious, motivated, and you love problem solving
A team player. You are very comfortable asking for help and always ready to help others
A quick learner of complex concepts
Qualifications
What We're Looking For
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
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