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Summary:
- We look for people who are passionate about customer experience and nurturing relations!
- Your daily goal will be to WOW InEvent’s users with your guidance and support, always staying connected with your team.
- Your experience is not the most important factor here, but your will to learn and make it happen!
Responsibilities:
- Support InEvent federal-level clients via chat support, emails, and inbound calls with high energy and active listening.
- Meet CS KPIs of response time, first call resolution and Customer Satisfaction (CSAT) on all queries.
- Keep up to date with customer lifecycle and interactions to be aware of recent account requests and requirements.
- Identify issues with customers, investigate queries, and report issues and/or potential improvements to InEvent’s development team.
- Learn continuously about tech and platform updates.
- Work with team members to test and improve performance using the platform.
- Become a subject matter expert (SME) on the InEvent product.
- Work autonomously to find solutions and improvements for InEvent’s customers and internal teams.
- Adhere to the role’s compliance and security requirements.
Requirements:
- 2+ years of experience in Customer Success is a must.
- Fluent English to communicate in writing and voice with customers around the world.
- Fluency in other languages is a plus.
- Experience working in a customer service role in a SaaS or tech company.
- Experience working with government contracts a plus.
- Outstanding communication skills and empathy.
- Flexibility and adaptability to service multicultural customers.
- Happy to work between 3 pm – 11 pm PST.
- Very (very) resilient to learn continuously in a startup!
Benefits:
- Health Insurance.
- Paid Time Off (PTO).
- Birthday Gift and Work Anniversary Gifts.
