AgencyAnalytics: Customer Support Specialist (EU)

Headquarters: Toronto, Canada


We’re seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide. 
We’re specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you are high on emotional intelligence, love learning new technology, great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you. You’ll join a small, tight-knit, and highly committed 13-person team that is passionate about helping customers reach their business goals, and passionate about growing our product. Like our customers, our team is global, and we enjoy a fully remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations, Zoom meetings, and shared projects. 
The timezone for this role is business hours in GMT+1 or GMT+2 time.

Key Responsibilities

Deliver live chat customer support in a timely manner
Use expert problem-solving ability and resourcefulness to provide our users with the answers they need
Use critical thinking to troubleshoot technical issues
Collaborate with Product and Engineering teams to resolve issues/bugs
Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon
Ensure customers are well-supported and educated at every interaction
Provide professional and friendly insights to customers when solving their problems
Contribute to the success of our department by suggesting improvements to our processes and our product  

Job Benefits

Profit-sharing, distributed quarterly
Frequent promotions
4 weeks of vacation and paid sick days
Extended health benefits
Continued education allowance
Annual fitness allowance
Work from anywhere in the world
Join a bootstrapped, product-focused, & customer-oriented team

Job requirements

2+ years in a similar customer support role for a SaaS
Advanced written communication skills
High emotional intelligence, with the ability to read and reflect back the sentiment of your audience
Excellent rapport-building ability with both customers and teammates 
Proven track record of meeting or exceeding common customer support metrics
Ability to multitask and handle multiple customer inquiries simultaneously
Strong problem-solving skills and the ability to think critically when addressing tasks
Positive attitude and ability to maintain professionalism and composure during challenging interactions
Ability to show empathy, tactfulness, and diplomacy when interacting with others
Moderate understanding of SEO and/or digital marketing is highly preferable
Basic understanding of common digital marketing channels
Familiarity with SaaS platforms and related technologies
Native / Bilingual English

To apply:

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