Full-Time Premier Customer Support Representative

We’re looking for a Premier Customer Support Representative to provide quality and efficient customer service to our Upmarket customers. You’ll engage and develop relationships with a portfolio of customers, and familiarize yourself with their preferences and business goals.

This role is a balance of independent work and close partnership with Customer Success Managers, Account Executives, Implementation Managers, and Technical Support to grow account usage and scale the customer base.

The ideal candidate is interested in growing in the field of Customer Success.

What you’ll do:

• Provide day-to-day customer support and de-escalate issues as needed.
• Clearly explain complex technical concepts to both users and senior stakeholders.
• Identify trends in customer behavior and proactively work with the account team to address them.
• Utilize in-depth product knowledge to resolve product inquiries.
• Collaborate with the Technical Support team on advanced technical issues and manage customer communication.
• Drive positive change management by promoting customer adoption of new processes.
• Advocate for high-ROI feature enhancements and escalate issues that could lead to customer churn.
• Effectively navigate large organizations with intricate structures.
• Summarize and share notes on product updates and enhancements that affect the customer base with the internal team.

What we’re looking for:

• 3+ years experience in Customer Success or Customer Support
• Proven ability to resolve complex customer and product issues
• Demonstrated commitment to building customer relationships
• Perceptive and active listening skills
• Enjoys problem-solving and can assess situations quickly
• Highly collaborative and detail-oriented
• Exceptional follow-through
• (Preferred) Experience supporting C-Suite customers
• (Preferred) Experience with CRM tools, such as Salesforce

What is the last date for applying to the job?

Which countries are accepted for this remote job?