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Twilio is hiring a remote Customer Success Program Manager, Product Adoption. This is a full-time position that can be done remotely anywhere in the United States.

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Deel - Payroll and Compliance for International Teams.

About Busha

Busha was established in 2018 as a digital currency exchange platform where consumers and merchants can trade digital currencies such as Bitcoin and Ethereum. Busha has made efforts to be a trusted company in this domain and ensure that our platform is easy to use, accessible and user-friendly. Our focus is to use innovation and efficiency to build an open financial system.

There are a few things we look for across all hires we make at Busha, regardless of role or team. We assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning.

Role: Customer Service Manager

Job Location: Remote

Overview: We are looking for a motivated and experienced Customer Service Manager who will lead a team of Customer Service Representatives and oversee their customer service operations. You will be responsible for providing outstanding customer service by leading and motivating your team and developing loyalty incentives to increase customer satisfaction and retention.

You will work with other cross-functional team members and will rely heavily on both qualitative and quantitative data to make informed decisions. Your duties may also include training new employees and maintaining open communication with other departments during your day.

Responsibilities:

• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Proactively instil in team members the need to actively listen to customers, be empathetic towards their problems and be efficient in providing worthy solutions.
• Supervise day-to-day operations in the customer service department.
• Take ownership of customer issues and follow problems through to resolution.
• Enable the team to be customer-centric and provide an amazing experience, doing so by keeping the team accountable and removing roadblocks.
• Set clear customer satisfaction goals and KPIs and deploy strategies focused on implementation, coordinate with the team to meet the goals on a steady basis.
• Continuously develop ways to improve performance, efficiency, and efficacy, based on metrics and customer feedback.
• Have thorough knowledge of Busha products to step in on escalated customer issues that the team is unable to resolve.
• Generate sales lead and build sustainable relationships where necessary.
• Analyse statistics and compile accurate reports.
• Keep a record of customer interactions and details of action taken.
• Develop service procedures, policies, and standards.
• Monitor and develop customer service representatives and nurture an environment through encouragement and empowerment.
• Train team members to deliver a higher standard of customer service.
• Develop feedback or complain procedures for customers to use.
• Stay ahead of industry's developments and apply best practices to areas of improvement.
• Manage the approved budget of the customer service department.
• Maintain an orderly workflow according to priorities.

The ideal candidate must have;

• The A minimum of 8 years of proven work experience as a customer service representative/specialist.
• 3 - 5 years of experience in a supervisory or managerial position.
• Working Knowledge of Customer Service Databases, software, and tools and awareness of industry's latest technology trends and applications.
• Motivational skills and ability to lead a team of customer support representatives.
• Ability to think strategically and to lead.
• Confidence, tact, and diplomacy in dealing with difficult situations and able to maintain calm under pressure.
• Strong client-facing and communication skills with outstanding written communication skills.
• Advanced troubleshooting and multitasking skills.
• Strong problem solving and negotiation skills.

Nice to haves;

• Patience and Empathy.
• A passion for customer satisfaction.
• Ability to work effectively with cross-functional teams.
• A team player with excellent communication skills.
• Knowledge of the crypto industry.

THE ROLE

We are seeking an exceptionally organized and empathetic Customer Support Specialist to help UpCodes users utilize the platform to its fullest potential. As our first full-time support team member, you will have a unique insight into user challenges and will be able to contribute meaningfully to internal discussions around product enhancements. We work closely with our community, and this role will be a pivotal bridge between our team and the end user.

RESPONSIBILITIES

• Help our users get the most out of UpCodes by running point on the support phone line, live chat, and email inbox.

• Work closely with our Product, Content, and SME teams to answer user questions, solve any challenges, and share feedback.

• Troubleshoot and report potential bugs to the Engineering team. 

• Serve as a customer advocate and regularly share customer feedback internally to inform product roadmap and strategy.

• Continually improve internal support documentation and processes, and also take the lead on expanding our external knowledge base. 

THE IDEAL CANDIDATE

• Minimum 2-4 years of experience in a customer-facing role. 

• Experience with customer service software (ex. Hubspot, Zendesk, Freshdesk, etc.) 

• Extremely organized and detail-oriented person.

• Fantastic communicator and conversationalist. 

• A strong desire and willingness to learn and build as our product and processes evolve.

• A good sense of humor and a down-to-earth personality.

• A hustling mentality, no ask should be too small or too big — we are looking for someone who understands that small tasks have a huge impact.

Full-Time role

100% remote

$60-$70K + equity

At The Diabetes Link, we work to equip and inspire young adults to live confidently and courageously with diabetes, both today and tomorrow. Our mission is to empower young adults with diabetes, by providing access to the peer support, connections, and expert resources they need to thrive.

Cover Letter

Applicants are requested to submit a short cover letter explaining their connection to the mission of The Diabetes Link, and any additional information they would like the hiring team to know. Applications without a cover letter will not be considered complete. 

Position Overview

The Senior Program Coordinator supports the development, implementation, and management of our peer support programs delivering high-quality support to our members and partners and collaborating with the team to help the organization effectively carry out its mission.  This role is responsible for ensuring the successful administration of our College Chapter Network and for providing a positive, supportive experience to our student leaders and members. The chapter network is the core community program and backbone of our organization.

Community programs help prepare our young adults to manage their diabetes, and their health, as they journey to independence – from pre-college planning, through their college years, and as they enter the professional world (either after or in lieu of college). The Senior Program Coordinator will interact mainly with chapter members, but also support high school, non-college, and working young adults, via our online community. 

Key Objective

Manage daily activities of the chapter network to maximize student engagement and support the growth of our young adult community.

Core Responsibilities

Ensure positive student experience for Chapter Leaders nationwide:

• Field chapter start-up inquiries from both students and faculty. Conduct Start-a-Chapter calls and manage all follow-up including introduction to our resources, affiliation requirements, account access, chapter pages and Salesforce records.

• Manage the Chapter Resource Drive, including distribution of introductory and training materials to Chapter Leaders.

• Conduct regular check-ins with chapters to support them as needed and stay up to date on their news, interest areas, issues and concerns.

• Ensure chapter compliance with The Diabetes Link policies (update forms, logos, financial tracking, social media etiquette, etc.) and provide relevant training.

• Moderate the Discord server for the high school, chapter, college, and professional audiences. 

• Coordinate ongoing education and community-building seminars for Chapter Leaders and campus community in partnership with Program Team members.

• Connect chapters and chapter leaders to opportunities with our national and regional partners and the overall diabetes community, including but not limited to virtual/in-person volunteer opportunities, conferences, retreats, and events.

Run the administrative backbone of the College Chapter Network:

• Administer, analyze and report on semesterly Chapter Update Forms. 

• Manage the accounting, dispersal and record-keeping of Chapter Stipend incentives.

• Oversee chapter outreach kit distribution and contribute to brainstorming around student swag.

• Administer the Chapter Grants program and report back on use of funds and chapter activity.

• Coordinate communications, outreach and other activities with student members (beyond Chapter Leaders) across the Program team. Maintain records of activities and results in Salesforce, and similar tracking tools.

• Plan and execute annual programming including National Diabetes Awareness Month, College Diabetes Week, and the Summer Social in coordination with communications and development teams.

• Keep the Program Team and other staff apprised of issues, trends and opportunities that impact the success of the chapter network and student experience.

Strategic Direction of Chapter Network:

• Work in partnership with Program Director to influence the strategic growth, direction, and development of the college chapter network. 

• 2-3 years of experience working in a professional environment (experience working remotely preferred). 

• Bachelor's degree preferred; commensurate work experience will be considered. 

• In-depth knowledge of diabetes from the young adult/patient perspective is critical. 

• Ability and interest in building and managing large peer-based communities.

• Strong communication and interpersonal skills with talent for connecting erse constituents and building a strong community and personal relationships.

• Problem-solving mindset and ability to take initiative, make sound judgments and resolve issues promptly, creatively and tactfully.

• Skilled at prioritizing in a fast-paced environment and managing multiple projects and deadlines.

• Excellent organizational skills and aptitude for successfully working independently and as part of a team, including reporting to cross-functional managers.

• Tech-savvy with strong database management skills (Salesforce), proficiency with office productivity apps (G Suite, MS Office) and comfort-level learning and using new technology and tools.

• Experience approaching problems from a systems perspective, and creating standardized or automated procedures for addressing needs. 

• Ability to maintain strong attention to detail while considering how those details impact the big picture.

Performance Metrics

• Chapter Network (affiliation timelines, contact schedules, compliance, resources, training)

• Chapter/Student Engagement (outreach, partner tie-ins, ongoing support)

• Community Growth

Other Responsibilities 

Additional responsibilities may be assigned to help deliver new projects and programs, assist with client and constituent deliverables and support fellow team members. The Senior Program Coordinator will also have the opportunity to contribute to future programming and pursue areas of interest in partnership with other teams. We welcome creativity and encourage this candidate to share ideas to advance the organization's mission.

Estimated Salary Range: $47,500- $55,000 annually 

Target Start Date: October 2022 

Commitment to equality, equity, and ersity: 

All your information will be kept confidential according to EEO guidelines.

Candidates must be located in the United States to be considered for the role. 

This is a Remote role 

Breakthrough is the leading patient demand platform for conservative care practices looking for consistent, predictable revenue growth. Every month, the platform generates over $5M in patient revenue for practices Nationwide. 

Practices today are competing with a healthcare system that has set them up to fail. Medications and invasive procedures are often recommended first, and what little referrals remain are kept within the hospital system. In order to compete, practices need to market directly to their communities and increase demand for their services. Those that do not will experience diminishing growth.

Breakthrough offers an all-in-one patient demand platform and is so confident in their solution - they guarantee results.

Our people are the heart and soul of our success. We are passionate, dedicated, and driven. Our teammates have the grit to get things done in ambiguous environments, the teamwork drive to put the team ahead of self, and the desire to continue to learn and grow throughout their careers.

If you are passionate about helping people get back to health naturally, and you love to work for a driven company, we want to talk to you!

Job Summary

The Onboarding Specialist is responsible for training, educating, and motivating new clients through their first 2 months post-sale. You will be expected to answer questions about the product and services and train the client's team to enable them to succeed in their Breakthrough relationship. You will leverage your account management skills to foster strong relationships in order to ensure clients achieve their  goals.  While we have all processes and reference materials created, this role also carries the opportunity to identify efficiency gains and optimization opportunities to improve internal processes and the client's experiences.

Responsibilities

• Onboarding: This position is primarily responsible for the onboarding of new clients for Breakthrough's managed service products. This will require creating a customized curriculum, detailed follow up on the process, and being a strategic resource for guidance during the process.
• Training: Each new client goes through an extensive training process that includes training on Breakthroughs software and products as well adopting new soft-skills to maximize value. The Onboarding Specialist will be responsible for hosting these trainings and focusing on the why and the how of each role involved in the client's program.
• Communication: Internal communication with the team will be a crucial responsibility of this role to retain and drive revenue. External communication will include maintaining and elevating our standards of superior customer service, presenting digital advertising information in an easy-to-understand format.
• Troubleshooting: When problems arise, it will be necessary to perform troubleshooting steps to ensure that issues are properly resolved. Also, it will be part of your responsibility to document best practices so if the same issue arises in the future the team is better prepared to handle it.

Experience 

• 2+ years  within a  customer success organization (preferably SaaS)

Skills

• Excellent verbal and written communication
• Motivated self starter; team player
• Proficient at establishing relationships with customers and internal team.
• Able to flourish in a high growth environment where change is constant
• Proficient in Salesforce and other cloud-based tools
• Basic understanding of Facebook, Instagram and other social media platforms

Why Breakthrough

You will be part of a transformative company. Our mission is to help people in pain get back to normal naturally (instead of overusing pharmaceuticals or getting unnecessary surgery).  

Other Awesome Benefits About This Opportunity

• Completely virtual. We don't have an office (and never have). We care about your results and impact on the business and want our team to live and work wherever they want. 
• We have an amazing team of incredibly driven people who are constantly learning, growing, and encouraging one another.
• Amazing benefits, including healthcare, matching 401K, and shares in our employee stock ownership trust.
• Work life balance environment - we care that you are personally and professionally taken care of.

Our Values = Your Values:

This is for you only if you align with our values:

GRIT: You are passionate and purpose driven. You are relentless in your pursuits despite failure.

Beginner's Mind: While you come with an abundance of experience you lust for constructive feedback with our partner ecosystem and employees of all skill levels.

Elevate Others: You have empathy and understanding of other people. You appreciate others being real with you so you can grow.

Salary: $60k-$70k

Our Company:

eFileCabinet is focused on helping businesses of any size to improve their profitability and productivity by streamlining their operations and work processes with our award-winning software platform. Our robust product includes Smart Automation, Workflow, Templates, Share & Requests, Governance, and eSignature with KBA/OTP. Come experience the stability of a 20-year-old company, with the thrill and vision of a startup.

Who You Are:

• Ability to speak with customers in a professional manner and in terms that they can understand
• Must be creative, determined, and reliable 
• Must have a good attitude
• Must have great phone personality and etiquette 
• Excellent verbal and written communication skills
• Willing to learn new skills and knowledge
• Must be tech savvy and customer service oriented

What You'll Bring to Our Table:

• Must have working knowledge of Windows OS (Both Server and Workstation)
• Ability to successfully navigate the Internet and explain basic instructions to customers
• Must have a basic understanding of Microsoft & PostgreSQL
• Excellent written communication skills with the ability to create easy-to-understand articles and resources for customers
• Possess a minimum of one year of experience in a technical support environment utilizing phone, web, chat, and email communication methods
• Experience using remote access software to access customer's computers (Windows and Mac)
• Preference will be given to candidates with CompTIA Certification or degree in Computer Science, Networking, or a related field
• Ability to successfully troubleshoot printer / scanner issues, diagnose basic permission issues, and diagnose possible network issues
• Ability to learn our software platform quickly, troubleshoot customer concerns and answer their questions
• Multi-tasking expert - Ability to manage calls and chat responses simultaneously
• Able to maintain and organize a calendar of technical support appointments and respond to emails courteously and within a timely manner
• Typing speed of 40+ wpm is recommended, but not required

What You'll Do:

• Answer inbound chats, emails, and calls to set technical support appointments to diagnose the situation, along with troubleshooting and resolving customer issues
• Create and publish tech tips on our website for customers and other representatives

What We can Offer to You:

• Four Day Work Week 
• Hybrid Work Environment (In-Office and Remote Options)
• Flexible Work Schedule
• Straightforward and clear uncapped compensation
• Maternity and Paternity Leave
• Opportunities to grow your career
• Top-notch work-life balance and company culture
• Kitchen stocked with snacks and drinks

Apply Now!

eFileCabinet is an EEO; M/F/D/V; we offer PTO, Paid Holidays, Recharge Weeks; Medical, Dental, Vision, HSA (with Match), 401k (with Match), Life Insurance, Short and Long-term Disability Insurance, Accident and Critical Illness Insurance, EAP, and many additional perks! The salary for this position is dependent on experience.

Today, video accounts for over 80% of all internet traffic! 🤯 We are increasingly living in a video-first world where our online experiences are dominated by real-time, streaming, and on-demand video. At api.video our mission is to connect people through their cameras and videos. We are a global API-first platform managing and delivering online video at scale and our goal is to become the standard for how product builders bring video features into their products and services. Just like Stripe for payments, Twilio for text/VOIP, and Sendgrid for email; we're making online video accessible to every Product Manager and Developer via our API, the world over.

Our Customer Success team is ultimately responsible for the complete post-sales lifecycle of an api.video user, and through your partnership, users will derive maximum value from their integration and investments, leading to project success, retention, and renewal. This team has a direct impact on the growth of the company.

What will you be doing?

• Build quarterly plans that will ensure customer success and company growth, aligned with the company vision.
• Drive overall account health including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction.
• Support expansion of customers’ accounts--identify opportunities, drive business outcomes, ensure customers are successful.
• Ensure customer’s retention by deploying new initiatives.
• Articulate and drive customer use cases, customer value and expansion while maintaining trusted customer advisor status.
• Collaborate with other departments, such as Product, Marketing, Growth and Finance with customer’s feedback and market insights.
• Manage a team of 4 (Technical Support, Customer Service, Technical Customer Success Manager), own the team rituals, conduct performance reviews, develop their career path.
• Grow your team with the help of the recruiter to complement your team.

What are we looking for?

• You have 5+ years of experience in a client-facing role ideally customer success, managing relationships with large, global, and complex organizations, working with a technical product and talking to technical people
• You are able to lead technical conversations and persuading others to take action based on requirements and value provided by solutions.
• You are willingness to tackle things on your own.
• You have the ability to navigate data and people to find answers.
• You have collaborated cross-functionally in order to achieve a mission.
• You have experience in managing and developing a team.

What can you expect at api.video?🏆

• Global presence with an international working environment
• 100% Remote possible (CET or ET time zones)
• We offer competitive salaries
• Flexible timetable - we value results over the presence
• Work in your preferred System and OS (Mac, Linux, Microsoft)
• Your voice is valued and will count in our decision making
• Personal Growth. We invest in your career development; do you need books or to attend conferences? We got you covered!

Sherpany is a mission-led team dedicated to helping to create a world where teams lead together and every meeting counts with its state of the art meeting management tool. Every day, we support thousands of leaders at multinational enterprises and other large organizations in preparing and conducting their most important gatherings. Our work helps teams cooperate and collaborate more effectively, inspire each other and ultimately thrive. And we want to enable more of this.

Your new role:

You will be part of an 8-person Customer Success Management team that ensures the retention and expansion of our customer portfolio. In this role, you will gain insight into the strategy and needs of medium to large enterprises located across Europe and in all industries.

This job is for you if..

• you have 3-5 years of professional experience in Customer Success, (Key) Account Management or Sales.
• you are skilled at setting goals and persistently pursuing and achieving them.
• you have the ability to effectively communicate, present and influence at all levels of an organization.
• you speak French and Italian on a native level plus English business fluent.

What you'll love about us: 

• You are part of an international company with a flat hierarchy, in which you can take lot of responsibility and your ideas are always welcome
• In order to maintain your work-life balance we offer flexible working hours, home office and/or remote-working
• Your personal and professional development is important to us which is why we offer financial support for further education, trainings etc.
• We work with modern Apple products; every employee receives an own MacBook
• Last but not least: Our corporate culture means a lot to us which is why we organize regular team events and cultivate a value-driven cooperation

Our recruiting process:

• Send us your online application 
• First interview with Senior Talent Acquisition Specialist
• Second interview with Hiring Manager
• Final Interview: Get to know the team and the job
• Offer

Your contact person for this position:

Majda Zuli

Altus Assessments is in a high-growth position and hiring our next Director of Customer Success.

We are looking for a metrics-driven, expansion-focused leader to optimize and scale the customer success function and coach our team of CS professionals to become the driving force behind growing existing revenue and influencing new sales with our customer base in Higher Education.

As a core leader on our Revenue team, you’ll own the creation and execution of strategy and tactics to optimize and scale Customer Success for Altus. That includes defining the vision for supporting multiple EdTech products at different stages of maturity within various geographical markets globally.

In this role, you have the chance to create a scalable and sustainable structure for a team of 25+ professionals who helps our customers in Higher Education implement more equitable student admissions processes and give institutions unprecedented visibility into the impact and effectiveness of their programs.

You get to establish the team's performance metrics, build repeatable systems, processes and reporting rhythms from the ground up that creates realistic forecasts and upsell pipeline visibility, identifies churn risk early, measures customer satisfaction, and enables the business to make data-informed decisions.

You’ll coach the team through best practices and processes for engaging in customer conversations, keeping them focused where it counts and course-correct when needed. You get the opportunity to leverage your sales and pipeline management skills to teach how to identify upsell opportunities and have effective interactions that help them achieve their targets, thrive in their role and progress in their career with Altus.

As Altus’ Customer Success leader, you’ll collaborate and create alignment with other functional leaders and contributors at all levels across Sales, Marketing, Revenue Operations, Learning & Enablement, Product, Research, Software Engineering and others, and bring insights and observed trends to conversations that influence change and create more customer value.

Your success in this role will lead to more multi-product customers, help us reach our growth targets and achieve other wildly important goals (WIGs). Your work also will contribute to our larger social mission of creating a world filled with more emotionally and socially intelligent doctors, nurses, dentists, teachers, business leaders and other professionals.

The Director of Customer Success role is a full-time remote-first position and reports to our VP of Revenue, Leanne Newell. We welcome applications from across Canada.

• Are highly data-driven, using metrics, KPIs and qualitative and quantitative methods for tracking, reporting, measuring success, and making decisions.
• Come with experience managing a complex team structure and have led a customer success or sales teams / department of 10-50 or more.
• Lead by coaching and have established best practices that have facilitated your team’s development and enabled their accomplishments as customer success professionals.
• Have seen or built systems and processes that have delivered revenue growth through expansion and retention.
• Are proficient with customer engagement/sales methodologies and capable of effectively coaching to models that emphasize the importance of qualifying questions and closing techniques.
• Can lead and operate in ambiguity, take action without having every detail and confidently take risks in supportive environments.

• Caring toward people. You show up, take time to listen and understand, encourage and support, and don’t shy away from providing feedback and mentoring and teaching others to help them grow.
• Curious by nature and open to possibilities. You like to explore, ask questions, experiment, and learn.
• Driven to problem-solve and biased towards action.
• Adaptable and outcome-oriented with a preference for fluid and changing work environments where you get to build, make a visible impact, and positively influence change and progress.
• Someone with strong yet loosely held opinions.
• Purpose-driven and feel connected to our mission: to create a world served by exceptional professionals.

We designed our process to deliver an equitable and memorable experience. It is a two-way discovery, and we encourage you to ask us lots of questions along the way.

Here are the general steps you can expect:

• Selection. An actual human - not bots - reviews your resume and assesses your experience and application responses for alignment with hiring criteria.
• Intro Conversation. If selected, we invite you to share the story behind your resume and professional interests and learn more about the role, team and company. (45-60 minute phone call)
• Meet The Manager. Have an in-depth conversation about relevant experiences and the day-to-day on the team with your potential future manager. (30-60 minute video call)
• Meet the Team. Spend some time learning about the day-to-day in the position and life at Altus. The team assesses your human and technical skills and company fit. Before the interview, we may ask you to complete a take-home assignment that mirrors some aspects of the role and present your work to the team. (2.5 - 3 hour video call)
• Wait For a Final Decision. The Hiring Manager consolidates and evaluates feedback from the people you met to make a decision. (2-4 days)
• Receive an Offer / Reference Check. If it’s determined you are a good match for the role, team and Altus, we invite you to an offer conversation. The offer is contingent on completed references. (30-minute video call)

• Equitable, Market-based Pay. Your salary is based on compensable factors and informed by the Canadian-based tech market rate.
• Employee Stock Options. You’re granted options on your start date so you can participate in and benefit from the growth you contribute to.
• GRSP Matching Program. Save towards your financial future through our Group Registered Savings Plan with Wealthsimple. We match your contributions up to 2% of your salary.
• Flexible Work Arrangements. Work from where you want in Canada, and have flexibility with your working hours for optimal work-life integration.
• Access to Health Coverage from Day 1. Enroll yourself (and any dependents) in our comprehensive health, dental, and life benefits plan through Equitable Life of Canada on the day you join us.
• Self-Directed Vacation. You have the autonomy to take time off when you choose and need it. We recommend one week per quarter, but this is flexible to suit your life situation and needs.
• Wellness Platform Membership. Through our partnership with Cyno, you can access providers who can support your holistic well-being with services like counselling, anxiety & depression coaching, art & music therapy, fitness sessions and veterinary technicians.
• Company-wide Time Off. Turn off work for Altus Days (a bonus Friday off every month) and the last two weeks in December (for the Holiday Season).
• Sick Time, Bereavement Leave & Personal Days. Take paid time off when you need to, have a medical or family emergency, experience the loss of a loved one, or need to nurture your mental health and well-being.
• Parental Leave. Growing your family is an exciting time, and we encourage you to take time off with your new loved ones. 4 months of your parental leave is topped up to 80% of your salary, whether you are a birthing parent, non-birthing parent, or growing your family through surrogacy or adoption.

Behind Altus Assessments, you’ll find a vibrant and quirky group of 160+ people working remotely (and sometimes in person) across Canada.

We genuinely care about each other’s well-being and best interest and have an innate curiosity that drives us to learn and solve problems. We collaborate cross-functionally towards broader business goals, like our 3 annual WIGs (Wildly Important Goals). We acknowledge and are unafraid to tackle complex workplace topics head-on.

We believe a team rich in erse backgrounds, thoughts, lived experiences, and opinions create a better workplace, builds better products, and leads to more significant social impact and financial outcomes. We follow fair hiring and promotion practices, promote pay equity and prioritize equality and inclusion in our policies and business practices.

Altus Assessments is a privately held Canadian research and product company founded in 2014. Our team has built a Higher-Ed Program Intelligence Platform that provides actionable learner and program insights for a complete view of learners, cohorts, and academic programs. Our company is backed by growth equity firm Updata Partners, and we acquired One45, a healthcare education software company, in 2021.

Thank you for considering Altus as your next workplace!

Figma is hiring a remote Community Moderation Specialist. This is a full-time position that can be done remotely anywhere in the United States.

Figma - A design platform for teams who build products together.

Customer Support Specialist

Remote #1465

Alternate Posting Locations

Position Description

Job Summary

Major Responsibilities

• Handles a high volume of inbound contacts regarding ACS income generation programs, events, volunteer interests and related websites and software.
• Assesses constituent requests and implied needs, using appropriate probing and clarifying questions.
• Attempts first contact resolution by leveraging technology and analytical skills to provide support and accurate information delivery. Takes complete ownership of requests, utilizing resource navigation and analysis skills to resolve constituent’s needs.
• Exercises independent judgment and discretion to appropriately triage urgent and/or complex technical issues to the appropriate level of support staff.
• Provides a high level of professionalism, customer service and cultivation with all customer interactions. Neutralizes escalated customers through excellent rapport and customer engagement.
• Resolves issues in multiple systems and ensures contacts and issues are correctly documented in all appropriate enterprise CRM systems.
• Utilizes administrative rights to troubleshoot and resolve web application, revenue generating and volunteer program issues.
• Employs extensive knowledge of ACS’ events, volunteer activities and programs to educate customers on how to navigate and use websites and tools’ features. Uses all available educational resources and trainings to keep abreast of new developments in relevant software, ACS policies and customer satisfaction techniques.
• Follows appropriate processes and procedures through use of Outlook, SharePoint and other tools.
• Promotes relationship development for continual constituent engagement and revenue growth. Identifies tailored opportunities to further engage customers to foster a mutually beneficial relationship.
• Assesses and reports opportunities for process improvements and report any website, related program outage or technical issue and customer feedback to appropriate resource.

Other Responsibilities

• Abides by ACS policies and security requirements.
• Educates customers on additional engagement opportunities with the organization, as appropriate.
• Takes ownership of personal performance and development by engaging in coaching discussions with Manager.
• Additional duties as assigned, including projects and testing of new and enhanced process, procedures, programs and software.

Position Requirements

Formal Knowledge

• Some college and/or combination of two years business experience, preferably in a customer service-related position or tech support environment.
• Work from home experience desirable.

Other Skills

• Communicates effectively, with excellent written and verbal communication abilities required.
• Interpersonal savvy, with strong interpersonal skills required.
• Experience with managing ambiguity and complex situations.
• Demonstrated prioritization of customer focus by exhibiting strong ownership of customer concerns and thoroughly attempts resolution.
• Ability to read, comprehend and deliver information quickly to erse constituencies. Ability to multi-task within simultaneous oral and written activities.
• Skill in organizing resources and establishing priorities using analytical and problem-solving skills.
• Highly motivated self-starter who can also work as a member of a virtual team, leveraging a variety of channels to communicate with teammates and leadership.
• Strong computer skills required, including demonstrated experience with computer applications using Windows and related software applications.
• Typing proficiency of 50 WPM and ability to satisfactorily pass a pre-hire technology assessment and training assessments.
• Demonstrated experience working with Salesforce, online fundraising applications, mobile apps, social media, etc. preferred.
• Keen attention to detail & effective time management skills required.
• Comfortable working in a constantly changing environment, adapting quickly to new techniques and process changes, and can act as a change agent.
• Proven ability to multi-task, including the ability to read, comprehend and deliver information quickly to erse audiences.
• Ability to handle pressure/stress, handle responses to criticism tactfully and maintain professional demeanor.
• Demonstrates excellent judgment and decision-making skills.
• Spanish language fluency desirable but not mandatory.

Special Mental or Physical Demands

• Work is conducted within a virtual contact center environment. Home office must meet privacy and internet requirements.
• Available to consistently participate in approximately 9 weeks of required virtual training on a fixed schedule.
• Ability to adhere to a rigid schedule and work in a sedentary and somewhat repetitious environment. Flexible to work between the hours of 7:00 a.m. CST and 7:00 p.m. CST including weekends and holidays.

The expected starting rate for this position is $18.75 per hour. *Actual starting pay may differ based on geographic location

ACS provides staff a generous paid time off policy; medical, dental, retirement benefits, wellness programs, and professional development programs to enhance staff skills. Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits. We are a proud equal opportunity employer.

The Product Support Engineer will be an integral part of Aduro's support organization. In this role, you will triage client and member issues, e deep to identify problem resolutions and serve as an important bridge to the Product, Engineering, and Data teams to accelerate resolutions of bugs and product fixes. You will be responsible for troubleshooting, prioritizing, validating issues, and communicating resolutions across the organization. This role requires working cross-collaboratively with teams such as Product, Data, Engineering, Operations, Analytics, QC, Member Experience, and Client Experience as well as externally with members and clients. In this role, you will retain accountability of an escalated Tier 2 issue from its inception to resolution. You will also be accountable for providing trend reporting and analytics as part of meeting SLAs and maintaining high CSAT.

Responsibilities

• Manage the Tier 2 Support Queue
• Prioritize and triage incoming issues
• Research and identify solutions to issues
• Accurately track issues through to resolution, within agreed SLAs
• Properly escalate unresolved issues to appropriate internal teams (e.g. Product and Engineering) according to the process steps outlined for escalations
• Refer to internal database or external resources to provide accurate solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Provide issue trend analysis, particularly for high-risk clients or issues impacting multiple clients.
• Document & update technical knowledge to the Knowledge Base and ensure relevant processes are well documented.

Requirements

• Proven work experience as a Tier 2 Support Agent, Configuration Specialist, Technical/Product Support Engineer or similar role
• Hands-on experience with Windows/ Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Zendesk)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Someone who is curious and enjoys ing deep to identify root cause

Optional Requirements

Ability to understand and query databases using SQL or other tools

Benefits

Aduro offers a comprehensive suite of benefits including medical, dental, vision, short- and long-term disability, 401k plans with company match, life insurance, student loan repayment support, and discounted pet insurance. We also believe that work/life balance is important and have a flexible vacation policy for full time team members.

Community.  We are a distributed team of avid Zoom and Teams collaborators. Our community fosters collaboration, so be ready to converse and let ideas percolate. Aduro believes ersity is a necessary element to our success as a business. We are committed to building a community that represents and celebrates a variety of backgrounds, perspectives, and skills; we want you to bring your verve!

We, at Aduro, LLC. pledge to ensure mutual respect and maintain that no job applicant or employee receives less favorable treatment on the grounds of gender, race, marital status, disability, age, gender orientation, or religion. Aduro, LLC. values ersity in our team and is committed not only to our legal obligations but also to the positive promotion of equality in all aspects of employment: Aduro, LLC. is an EEO employer.

Working from home is the new normal!

Are you interested in working from home from Portugal while avoiding the daily commute to the office?

We are looking for professionals with a native or C2 level in German, French or Dutch to work as a Customer Support ! (no sales !)

You’ll be integrated into a multicultural team providing general support using phone and written channels (email, Social Media, ticket platform …)

This position will give you the opportunity to grow in a rapidly expanding company in Portugal!

You must be in Portugal (mainland) or willing to relocate to Portugal to apply

Responsibilities

• Inbound support (service requests, billing inquiries, suggestions, …)
• Serve as an expert in products and service information
• Build loyalty among new customers
• Deliver high-quality service across multiple support platforms (email, phone, chat …)
• Arbitrate in situations between users.

Requirements

• Native/near-native in German, French or Dutch.
• Advanced level in English (B2-C1)
• Located in Portugal or willing to relocate (mainland)
• High School Diploma
• Team spirit and open-mindedness
• Good knowledge of computer tools
• Excellent oral and written communication and argumentation skills
• EU passport or Portuguese resident card

Benefits

• Several bonuses
• Unfixed-term contract
• Holiday + Christmas bonuses (13th and 14th month)
• Medical and dental insurance
• Full Relocation package
•  

If you are looking for a remote position from all over Portugal, take your shot and apply today!

Customer Care Representative

at Owl Labs

Remote

At Owl Labs, customer experience is rooted in empathy. Our mission is to create amazing customer experiences that are low in effort and high in success. To do that, we’re looking for a Customer Care Representative to help convert leads into customers and customers into evangelists. Come help us create superior experiences for our customers across their journey – from their first question to their first meeting with their Owl Labs’ products.

What You’ll Do

• Work across our Customer Care, Tech support, and the Sales teams to answer questions, resolve issues, deliver product demos, close deals, and provide post-sale fulfillment support via email, chat, phone, and video calls.
• Support new customers by guiding them through product setup, educating them on features and benefits, providing tier 1 troubleshooting support using standardized tools, and escalating issues to the Technical Support team when appropriate.
• Listen to customer concerns and complaints with the goal of identifying the causes of the problem and resolving the issue quickly and effectively.
• Provide a superior prospect and customer experience across every interaction, with a focus on reducing customer effort.
• Become an expert in Owl Labs’ product suite and customer success stories, and be able to articulate them in meaningful ways across personas.
• Learn the ins-and-outs of our systems including Salesforce and Shopify.
• Help customers reach success, whether success is finding a new video conferencing solution, processing a tax-exempt refund, or providing an update on their order.
• By extracting information through customer interactions, provide voice of the customer feedback and suggestions to the relevant teams.
• Engage with customers following periodic NPS surveys, where you will follow up on comments and concerns, share recommendations and ensure ongoing success.

Qualifications

• Experience in a call center, customer success, support, or another role that has honed great customer service skills. Preferably in a high-tech software or hardware environment.
• Bachelor’s Degree or equivalent experience preferred.
• Strong customer empathy and deep commitment to customer success.
• A “no job is too small” mentality.
• Enthusiasm for talking to new people everyday and helping them reach their goals.
• A knack for problem solving and the courage to speak up when there are opportunities for improvement.
• Superb organizational and communication skills.
• Experience or interest in becoming an expert in new technologies.

The best candidates will share examples of

• Grit & resilience.
• Empathy.
• Leadership and the development of people on their past teams.
• Problem solving.
• Work ethic.
• Drive.
• Curiosity.
• Teamwork & collaboration with peers/co-workers.
• A measurable history of performance.
• Self-awareness & coachability.

*This is not a commission-based role.

Owl Labs is a hybrid company, we are over 40% remote, and our headquarters is based in Boston, MA. This role can be either an on-site or remote position. Please specify in your application.

Owl Labs is an Equal Opportunity Employer committed to our values of embracing inclusivity and creating a culture where everyone feels respected and connected, no matter the location of their work environment. We invite applications from people of all walks of life and are committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need accommodations due to a disability, please let us know.

Who We Are

Owl Labs is a collaborative tech company, creating an equalized meeting and learning experience for all, wherever participants may be. Powering hybrid teams and remote work is in our DNA. Owl Labs has been a leader when it comes to celebrating and connecting hybrid teams and classrooms — meaning both in-office and remote workers, in-room students and at-home learning. We’re best known for the Meeting Owl product line, a smart 360 camera, mic, speaker all-in-one solution. Sitting in the center of the table, the Meeting Owl uses vision and voice recognition to shift the camera to focus on who’s speaking, giving all participants a feeling as if they’re in the same room. With the continued rise of hybrid teams and remote workers, our products allow for better collaboration and productivity no matter your location.

Our award-winning product, the Meeting Owl Pro, was named one of TIME magazine’s 100 Best Inventions of 2020 and has been recognized by CES Innovation Awards 2020, Red Dot Design Awards 2020, SXSW Innovation Awards 2020. Our team was recognized as an Inc. Best Workplaces 2020 and 2021 and named on the esteemed Inc.’s Editor’s List.

Recovery Representative II – Remote

Location:

Reno, NV, US

Harley-Davidson Financial Services (HDFS), a wholly-owned subsidiary of Harley-Davidson, Inc., offers a wide range of financial products and services to motorcycle enthusiasts and Harley-Davidson dealerships. Products available to consumers include financing on motorcycles, MotorClothes, and parts and accessories; cycle insurance; and extended service plans for Harley-Davidson motorcycles.

You’ll play a pivotal role in helping us create the company we want to be. And for our employees and H-D community it’s done through being fair, honest, positive and creative. This isn’t just any company. And yours isn’t just any career. It’s part of your story. Ride with us and make it legendary.

We maximize employee flexibility and well-being through a virtual mindset that supports our highly distributed, global workforce. We take an outcome-focused, people-centered approach to winning, including welcoming the best talent – wherever they may be.

This remote role is not tightly linked to a physical location and provides flexibility in where, when and how you accomplish your work.

Job Summary

Under general supervision, the Recovery Representative II is responsible for skip-tracing, repossession of charged-off collateral, and collection of remaining balances via payoff, settlement, or payment plan on charged-off loans. The Recovery Representative II will handle complex customer and vendor issues, including working on specialty Active Duty accounts. The Recovery Representative II will assist with training and identifying areas for improvement.

Job Responsibilities

• Assign charged-off accounts to external vendors for skip, collection, and/or repossession purposes of locating customers for collection and/or repossession of collateral and assisting with Post Recovery and Unsecured Account calls to find a resolution.
• Determines and effectively collects money through payoff and negotiates settlement or payment arrangements within current thresholds while maintaining Harley-Davidson Financial Services (HDFS) and the customer’s best interest.
• Build a solid understanding of various operations within the team, including procedures, protocol with business partners, queue and account workflow/steps/processes, and correspondence, along with updating credit bureau agencies.
• Takes an active role in continuous improvement by identifying opportunities, potential solutions, and implementation of solutions
• May serve as a resource/mentor to new Recovery representatives and assist with training and handling miscellaneous projects as needed.
• Uses effective time management to ensure customer service experience is satisfactory and meets expectations.
• Has solid and effective understanding of account workflow (sub-team roles and responsibilities) throughout Servicing and can interact with all areas within the organization in a professional and effective manner.
• Protection of information and compliance with the law is paramount. Protecting employee, customer, and corporate information is everyone’s responsibility at Eaglemark Savings Bank. All employees must follow established safeguards, including policies regarding data protection, segregation of duties, and access to information based solely on business needs. Further, all employees must maintain awareness and understand relevant laws, regulations, internal policies, and procedures and comply with them.

Education Requirements

Degree Not Required

Experience Requirements

• Typically requires a minimum of 2 years of related experience.
• Strong skip-tracing skills and collection knowledge
• Excellent verbal and written communication skills
• Proven in consistently evaluate and resolving problems
• PC Literate including MSWord, Excel, Outlook, and Internet
• Proven ability to take the initiative and achieve results in a fast-paced and changing environment
• Strong teamwork skills and the ability to interact effectively with all levels of staff, well-organized and proven attention to detail
• Proven ability to assist with projects, training, focus groups, and continuous improvement
• Self-motivated, able to recognize what needs to be done, and initiates action promptly

Preferred

• 3 years of experience preferred

Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining erse talent from all backgrounds, without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic protected by law. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on erse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.

The pay range shown represents the national average pay range for this role. Your pay may be more or less than the stated range and is dependent on your geographic location and level of experience.

We offer an inclusive compensation package for all full-time salaried employees including, but not limited to, annual bonus programs, health insurance benefits, a 401k program, onsite fitness centers and employee stores, employee discounts on products and accessories, and more. Learn more about Harley-Davidson here.

Applicants must be currently authorized to work in the United States.

Lingraphica is a mission-driven organization who provides speech-generating devices to help improve communication, speech, and quality of life for people with aphasia.  We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping iniduals on their aphasia journey.

Purpose: The Customer Support Associate provides technical support for all Lingraphica products. This position serves as the main point of contact for our customers and internal employees when product issues arise. The Customer Support Associate is responsible for troubleshooting, identifying, and resolving issues or concerns to ensure our products are functioning properly for our customers. The Customer Support Associate provides end-user training on basic functionality of the speech-generating device product to customers and caregivers who are device owners. This position is responsible for providing exceptional customer service in a timely manner. 

Essential Duties & Responsibilities: 

•  Identify and provide a resolution for product issues Lingraphica customers are experiencing 
• Maintain an expert knowledge of Lingraphica devices, accessories, web programs, and mobile applications 
• Provide direct customer support requested from multiple sources including incoming calls, online chats, scheduled appointments, emails, and internal customer requests 
• Proactively follow up with customers to ensure their concerns are resolved 
• Maintain and manage calendar and schedules to facilitate support coverage Document pertinent information of all calls and points of contact in the Lingraphica CRM ticketing system 
• Maintain current knowledge of product developments, bugs and fixes, updates, known issues, and other important changes to products 
• Provide technical product and system support to Lingraphica internal customers 
• Deliver customer support using remote support tools and technologies 
• Deliver scheduled training to new device owners 
• Conduct pre-release alpha-testing for new products and product updates
• Participate in the interviewing process and in the orientation and training of new hires to the Customer Support Team as needed

Other Duties & Responsibilities: 

• Coordinate with Operations team on shipping requests, device repairs, and changes to hardware inventory
• Collect and report on key metrics within the Customer Support team 

Skills & Competencies 

Technical Competencies:  

• Hardware and software (OS / Application) knowledge and computer systems literacy; Android, iOS, and Windows OS application support experience including navigation, installation, and troubleshooting   
• Willingness and ability to assist iniduals who may have limited or no technology understanding or experience 
• Creative problem-solving mindset  
• Self-motivated and directed  

Customer Service Competencies:  

• A team mentality and willingness to support and help other members of the Customer Support team 
• Customer focus and active listening; maintain a calm and professional demeanor when dealing with customers 
• Patience in all transactions and communications; a determination to support iniduals with communication difficulties 
• Ability to assist iniduals who have aphasia and other speech/language challenges with empathy and compassion 
• Positive professional attitude  
• Empathy and compassion  
• Understanding and solving problems  
• Enthusiasm for continual learning  
• Attention to details and quality  
• Accountability and commitment  
• Emotional intelligence  
• Conflict resolution 

Education & Certifications: 

Bachelor’s Degree or equivalent level of education/certification, preferred 

 Required Experience: 

• 3-5 years of experience working with end users in a technical support role or related experience 
• 3-5 years of customer support experience
• Experience using remote software tools, O365, video conferencing software, VOIP

Preferred Experience: 

• Work experience within a healthcare environment  
• Bilingual - Spanish

Job Type: 

• Full-time, Mon-Fri, 40 hours per week 
• Hours: 9 - 5 pm PST, 10 - 6 pm MST, 11 - 7 pm CST, or 12 - 8 pm EST

Travel Requirements: 

• Travel to Princeton, NJ or another location within the United States for training, team meetings, etc., approximately 4x / year 

Work Environment & Physical Demands: 

•  Incumbent may work from home and is expected to maintain a safe, productive work environment with secure internet access.  May commute to the Princeton, NJ office if preferred; Work environment is that of a typical office environment.  Noise level is low to moderate.  Must be able to operate a computer with or without a reasonable accommodation

Accommodations: 

To perform this job successfully, an inidual must be able to perform each essential duty and physical demand satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or ability abilities and physical demands required. Reasonable accommodations may be made to enable iniduals with disabilities to perform the essential functions. 

To learn more about Lingraphica, visit: www.lingraphica.com!

This Organization Participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU.

Customer Support Specialist (Remote)

Job Details

Level

Experienced

Remote Type

Fully Remote

Position Type

Full Time

Salary Range

$28.00 – $33.00 Hourly

About Benetech

Benetech believes that equitable access to education is a human right. Our technology and services break down systemic barriers and empower all learners regardless of ability. Around the world, we partner with local communities to expand inclusive and equitable education opportunities. To date we have delivered more than 20 million accessible books helping over 1.5 million students, jobseekers, and adults to read, learn, and pursue their dreams. People at Benetech believe strongly in the mission, and we work hard to embodyour Truthseach day.

Attracting candidates from all backgrounds

Our users come from all kinds of communities, and so do we. We hire great people from a wide variety of backgrounds, not just because its the right thing to do, but because it makes our organization stronger in delivering social impact. We encourage members of traditionally underrepresented communities to apply, including people of color, veterans, LGBTQ+ people, and people with disabilities.

The Opportunity

Bookshare seeks a Customer Support Specialist to add strength to the Customer Support team. In this position, you will make a difference in the lives of people who are supported by Benetech’s nonprofit mission of using technology for social good to provide accessible content to people with print disabilities. As a technical member of the Customer Support team, you will serve as first-line support to our Bookshare customers (www.bookshare.org). This includes members, educators, and partnering libraries. You will work and collaborate across the organization to resolve technical issues and continually strive to improve the Bookshare member and educator experience.

Key Responsibilities

• Provide service and support to internal and external customers via phone and email, managing and documenting member interactions using Salesforce
• As part of a team, support over 900,000 global Bookshare members with varying technical skill levels with a broad range of technical and membership support requests
• Assist educators with account management and technical support requests as they help students access and use Bookshare
• Analyze existing accounts, check for errors, anomalies, and otherwise monitor the overall data integrity of membership databases
• Support members with desktop, Web, and mobile applications that are used to access Bookshare content
• Guide members and educators in the use of assistive technology hardware and software to access Bookshares service offerings
• Work collaboratively to share insights with internal outreach and training teams, product managers, engineers, and other departments across Benetech
• Test new Bookshare software and product releases, planning for impact on members from a support viewpoint
• Update and create Help documentation that supports members with the use of Bookshare products and features

Qualifications and Core Competencies

• Required:
  • Have a spirit for learning
  • Adaptable: able to work independently and collaboratively within the team and across departments, communicating complex and technical information verbally and in writing to all levels of the organization and to customers
  • Flexible: gracefully respond to changes and information updates
  • Excellent problem-solving and critical thinking skills: you are a proactive part of the solution
  • Elevated attention to specific and complex details that are presented over the phone and in writing
  • Demonstrated competence with office software tools such as Microsoft Office, Salesforce, Jira, or Slack
  • Familiarity with, and willingness to learn, assistive technology, such as screen readers (JAWS, NVDA, VoiceOver), refreshable Braille displays and stand-alone notetakers, Bookshare-specific applications, mobile reading applications (Dolphin Easy Reader, Voice Dream Reader)
• Preferred:
  • Familiarity with CRM platforms to track and manage a high volume of support and membership requests
  • Can maintain detailed record-keeping and high standards of accuracy in data entry
  • Able to prioritize deadlines by urgency and importance
  • Strong interest in mission-driven organizations and the communities we serve, including people with disabilities

Travel Obligations

None

Through research, development and partnership, our client supporting the benefits the feet bring us: freedom, agility, well-being, and the feeling that nothing can stop us in our daily lives. They believe in healthy feet, from heel to toe. Our client believe that everyone should be able to go wherever they want in comfort and they want to provide people with effective and reliable solutions to keep their feet healthy and pain-free. COME JOIN OUR INTERNATIONAL TEAM!

• Working collaboratively with consumers to answer product information requests and resolve queries in a skilful and professional way
• Delivering exceptional, client-centred resolutions in a timely manner
• Offering an omnichannel service to our consumers most of via email, chat and social media
• Developing a sound understanding of the products and services offered by our client
• Embracing our company values and acting as a brand ambassador.

• Available to start in November
• German speaker (native level) with exceptional grammar skills
• High level of English (both written and spoken)
• Genuine passion for delivering outstanding customer service
• Ability to deal with sensitive calls with empathy
• Strong administrative skills with a keen eye for detail
• Professional outlook and proactive approach to problem solving

• Start date: November 2022
• Contract type: permanent (one month probation period included)
• Schedule: full time, 39h per week, Monday to Friday - 9am to 6pm
• Salary: 18,000 € gross/year
• 24 days holiday per year
• Remote work possible (from anywhere in Spain)
• Constantly growing company & team, with endless opportunities for career development

Customer Experience Chatroom Operator

REMOTE 

About Drips:

Drips enables enterprises to connect with consumers through an AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling and voicemail messages. Backed by a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale that no other competitor in the messaging industry has been able to match. That's why we're the platform of choice for some of the world's most recognizable enterprises.  

Drips' focus on empowering enterprises to capture intent and drive meaningful conversations has sparked rapid growth since the company was founded in 2016. Drips nearly tripled 2019 sales in 2021. We are well funded and looking to accelerate the next era of growth and expansion of our team. 

However, we're more than just a high-growth company; we're also a community. Even though we work remotely, we still embrace the core values that help us achieve personal growth. Every member of the Drips team has a direct impact on our company! If you want to love the product you work on, solve hard problems, and grow your career — we want to talk with you!  

Job Overview:

We are looking to expand our work from home Conversion Improvement team. Every day Drips holds millions of automated humanized conversations for our clients, but automation isn't enough, and Artificial Intelligence (“A.I.”) isn't perfect. We hold the highest industry standard of excellence in staying “humanized” and if our natural language processor is not 98% sure what a user is asking, we will rely on you and your teammates to read a consumer's response, respond contextually, and categorize it appropriately. The Customer Experience Chatroom Operator is a new role to handle Drips' top clients and use cases. It requires customer service driven iniduals who are quick on their feet and can empathize with the consumer. Connoisseurs of conversation and adept at handling the unexpected.

Example:

A user says, “Where are my ID Cards?”. This isn't just a question it is the beginning of a service-based conversation specific to the consumer you're chatting with. Our mission is providing thoughtful, articulate, and appropriate guidance specific to the conversation, industry, and subject for the consumer you're chatting with. This would be categorized and handled by clicking a specific button tailored to respond to this question or if there is no pre-written response, engage in a dialog with the record to ensure they are being directed appropriately. You must be able to maintain a 98%+ accuracy in your responses that will be randomly audited and quality assured. Your work and responses will help inform our natural language model therefore your accuracy is of the utmost importance.

Hours & Benefits:

• This is a full-time role that is eligible for Drips benefits program
• This role is staffed 24 hours a day, 7 days a week, we are seeking candidates for all time slots

Specific Duties, Activities, and Responsibilities:

• Quickly and accurately (in less than 30 seconds) respond to inbound messages via our chat room to leads regarding questions or concerns around the product or service utilizing point and click frequently asked questions canned responses.
• Create responses ad-hoc that are both relevant, appropriate, and compliant to the records industry and vertical
• Escalate conversations to leadership when needed
• Document frequently asked questions for continual improvement
• Add relevancy to canned responses
• Maintain 98% or above accuracy in response handling
• Maintain a Replies per Hour rate of 60 replies per hour worked.
• Other projects as assigned

Required Skills/Abilities:

• Experience in a Customer Service Chatroom environment
• Experience with writing responses to consumers in a real time, chat-based environment
• Familiar with verticals like Automobile Insurance, Health Insurance, Prescription Drug Plans
• Professionalism in all interactions
• Exceptional attention to detail, high standard of excellence/perfection
• Comfortability on a computer, advanced typing skills (can't hunt and peck)
• Good grammatical, spelling, and logic skills. Free typed response must be grammar checked and spell checked.
• Exceptional verbal, communication, and written skills.
• Reliable and responsible to a designated schedule
• Must have reliable strong internet/WiFi

Education:

• High School or equivalent.
• College Degree a plus

Core Values:

Drips core values are central to how each employee executes in their role daily and exceeds. Below are how we exceed in each core value

Lean – We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean.

Passion – Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your inidual workload. Understanding that all of the activities we take are to enable our clients, and thus Drips as a whole to be successful. Asking the question, “How is what I am doing today, enabling the success of my teammates and my clients”.

Happiness – Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. Drips has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it.

Improve – Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and Drips Clients overall.

Team – We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day-to-day work or not. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everything and the value we provide.

• Position: Executive Concierge
• Job Type: Full-Time Freelancer
• Shift: 48 hours per week~ Rotation Weekends
• Industry: Corporate Housing

Executive Concierge are responsible for assisting our guests, suite owners and Sales Team.

Responsibilities include:

• Assist guests with all their questions and concerns by phone, live chat and ticket system through Aircall and Zendesk apps.
• Deliver outstanding customer service by answering guest requests professionally and promptly.

You are qualified if you are/have:

• Highly developed commitment to customer satisfaction.
• High personal standard of excellence, sense of urgency and demonstrated initiative.
• Ability to work well in a fast paced environment with limited need for direction or supervision in a fast paced environment and understands how to prioritize tasks
• Results oriented and can work in a fast paced environment with a proven track record of delivering excellent customer service
• Take full ownership of work
• Ability to learn quickly and navigate in a multi-application environment and can effectively communicate
• Knowledge of customer service/hospitality principles and practices or at least 2 full years of employment in a hotel, hospitality, customer service or sales environment
• Speak English (French is a plus!) clearly and have exceptional verbal and written communication skills
• Detail-oriented and professional attitude
• Resourceful, motivated and show initiative
• Excellent interpersonal and organizational skills, ability to multi-task

We’re looking for a personality, not a piece of paper. We want a special kind of person! Get in touch and show us what you’ve got!

Location:  Nebraska, Sioux City, IA, Council Bluffs, IA and Carter Lake, IA; 100% Remote

Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you’ll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life’s best work.^SM

$2,500 Sign On Bonus For External Candidates

If you are located within the state of Nebraska, Sioux City, IA, Council Bluffs, IA and Carter Lake, IA, you will have the flexibility to telecommute* (work from home) as you take on some tough challenges.

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life’s best work.^SM

Provider Service contact center advocates support the millions of providers who care for our 50 million members. The responsibilities completed by provider service advocates reduces downstream follow-up and research members. This, in turn, reduces downstream workloads for other service organizations supporting members across the enterprise.

PSO contact center advocates serve healthcare professionals who are fluent in healthcare terminology, often with many years of experience across multiple payers. These healthcare professionals expect to receive timely, confident, and thorough responses to questions that span the full continuum of care delivered to a member, including but not limited to:

• Benefits and eligibility
• Billing and payments
• Clinical authorizations
• Explanation of benefits
• Behavioral health.

Meeting this expectation requires PSO contact center advocates to possess a deep knowledge of UnitedHealthcare’s products, procedures, and billing practices to ensure that the provider receives an excellent experience during their encounter. New contact center advocates complete extensive new-hire training over a 12-13 week period and ongoing education to ensure their thorough preparedness to meet and exceed provider expectations for each call encounter.

Role Overview

• Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Quickly and appropriately triage contacts from healthcare professionals (i.e. physician offices, clinics, billing offices)
• Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g. benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health)
• Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls, escalations, and provider dissatisfaction
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
• Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types
• Influence providers to utilize self-service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution

Provider Service Operations – A day in the life: https://uhc.video.uhc.com/media/Provider Service Operations – A day in the life/1_b5lltr5d

This position is full-time Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6am – 6pm. It may be necessary, given the business need, to work occasional overtime.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

Phone Support and Provider Issue Resolution

• Quickly and appropriately triage contacts from healthcare professionals (i.e. physician offices, clinics, billing offices)
• Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g. benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health)
• Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls, escalations, and provider dissatisfaction
• Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)
• Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
• Meet performance goals established for the position optimizing provider satisfaction, first call resolution, and attendance
• Learning new skills will be required over time in this role as the function evolves and business needs change

Provider Experience and Service Excellence

• Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Influence providers to utilize self-service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution
• Meet performance goals established for the position optimizing provider satisfaction, first call resolution, and attendance
• Maintain ongoing communications with callers during the resolution process to communicate status updates and other required information
• Maintain focus on provider interactions without being distracted by other factors
• Identify inaccurate/inconsistent information found in systems/tools, and communicate to appropriate resources

Business Acumen and Industry Knowledge

• Possess a deep knowledge of UnitedHealthcare’s products, procedures, and billing practices to ensure that the provider receives an excellent experience during their encounter
• Demonstrate knowledge of applicable health care terminology
• Maintain knowledge of information/process changes due to healthcare industry changes (e.g., regulatory/governmental reforms, innovations, process improvements)
• Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)

Continuous Learning

• Learn new skills as the function evolves and business needs change
• Demonstrate knowledge of established workflows and support processes
• Review/analyze phone support data/metrics and communicate patterns/trends to internal stakeholders, as needed (e.g., leadership, Subject Matter Experts, business partners)
• Provide training/mentoring to other team members, as needed (e.g., new-hires, refresher training)

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED (or higher) with 1+ years customer service experience
• Proficient with personal computer applications (e.g., Microsoft Excel, Microsoft Word)

Preferred Qualifications:

• Familiar with medical and healthcare terminology
• Proficient with personal computer applications (e.g., Microsoft PowerPoint)

Telecommuting Requirements:

• Reside within the state of Nebraska
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Ability to collaborate in a team building environment
• Effective verbal and written communication skills; Strong listening skills
• Strong problem solving and investigative skills

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet

Careers with UnitedHealthcare. Let’s talk about opportunity. Start with a Fortune 5 organization that’s serving more than 85 million people already and building the industry’s singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near – obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and iniduals, states and communities, Military families and Veterans wherever they’re found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that’s second to none. This is no small opportunity. It’s where you can do your life’s best work.^SM

**PLEASE NOTE** The sign on bonus is only available to external candidates. Candidates who are currently working for a UnitedHealth Group, UnitedHealthcare or related entity in a full time, part time, or per diem basis (“Internal Candidates”) are not eligible to receive a sign on bonus.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.

tinyBuild is looking for a full-time Community Manager based in a central-european time zone or close. Your job will be focused on engaging and fostering communities of our players on Steam, Discord, Reddit, Twitter, etc.

Duties:

• Work closely with producers on community engagement plans;
• Create and executing social media campaigns;
• Foster the relationship with variety of content creators;
• Keep a close line of communication with our players across different channels (Steam, Discord, Twitter, etc)
• Assist development teams with regular activities such as dev logs, sentiment analysis, and more;

Qualifications:

• At least one year of experience in the industry in a similar role
• In-depth knowledge of major social media platforms: Discord, Instagram, Facebook, Twitter, Youtube, Twitch, TikTok, etc
• Passion for communication and being an empathetic listener
• Extensive knowledge of the video game industry and culture
• Being a gamer and having a couple of beloved genres is a must
• Strong written and verbal communication skills - English
• Additional language is a big advantage
• Experience in content creation (streams, videos, etc) in a plus too

We offer:

• Work with PC and console projects;
• Professional development courses, game dev conferences, and other events;
• Flexible work schedule;
• Possibility to work remotely
• Two weeks of corporate holidays simultaneously for the whole team (one in the summer and one during the Christmas and New Year celebrations). This allows you to have a complete break from your tasks and any communication with your team;
• Corporate English classes;
• Reimbursement of any psychological therapy;
• Corporate hardware.

If possible, please provide some examples of your previous work (social media, email newsletters, steam posts, etc).

⚡️ Your mission

The mission of an Enterprise Customer Success Manager at Birdie is to be a partner, trusted advisor and advocate, for some of Birdie’s most strategic partners.

Ultimately responsible for mitigating churn & gross revenue retention risk, you will support the successful implementation, adoption and growth phases of the customer life cycle with Birdie.

Through the execution of outstanding customer success management you will help our customers grow the number of care recipients being cared for via Birdie. This role is critical to achieving Birdie’s overall goal of radically improving the lives of 1 million older adults.

🦸‍♀️ How you will contribute

• Own the overall relationship with your portfolio of customers, which includes: increasing adoptions, ensuring retention, and delivering satisfaction. Doing this through developing and managing success plans in collaboration with the customer and the Birdie Account Team.
• Coordinating, project managing and executing critical activities throughout the adoption & growth phases of our customer life cycle, in pursuit of the objectives outlined in your success plan.
• Forming deep relationships and trusted advisor status with key ‘champions’ at the account to drive continued value. Ensuring Birdie is the first choice when the customer rolls out home care technology across their business.
• Develop, prepare, and nurture customers for advocacy and product beta programs.
• Analysing usage patterns to provide insights and guidance during Quarterly Business Reviews, or more frequently for at risk customers who may require more proactive support.
• Being the bridge between the customer and our commercial, product and support teams, effectively communicating risk, priority and business value.
• Becoming an expert in Birdie products and solutions, the home care market and your customers' business.

Requirements

🤩 We’d love to hear from you if have:

• You have a minimum experience of 3+ years in Customer Success Management, Project Management or equivalent history of increasing customer satisfaction, adoption and retention.
• You have a strong drive to drastically improve how home care is delivered to the elderly leveraging new technological solutions and flexible care models.
• You have excellent communication skills, you can easily explain the benefits of the service and feel comfortable to be the first point of contact for senior stakeholders.
• The ability to work with your customers to define KPIs enabling a clear understanding of their success criteria and ongoing realisation of those results.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of an organisation, including executive.
• Experience in working cross-functionally on a daily basis. Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc).
• You are very well organised and able to bring structure, transparency and efficiency in a multi-tasking working environment; you execute tasks swiftly, efficiently and with the highest standards of quality and rigour.
• Ability to quickly become highly knowledgeable on Birdie’s solutions, capabilities, implementation best practice.
• You are comfortable with a start-up environment, fast-moving projects and agile approaches - ability to switch contexts.
• You get things done and are not afraid to roll up your sleeves and take responsibility.
• You are passionate, driven and can self-motivate.

These are our ideal requirements, but we know some people are less likely to apply for the role unless they are 100% qualified. We promote a erse, inclusive and empowering culture at Birdie, so please apply if you meet the majority of these competencies.

Benefits

🙌 What are the benefits?

People are our core strength. We are social entrepreneurs, boasting an outstanding culture (employer net promotion score of 67) with strong values (B-Corp certified). We offer exceptional benefits and invest massively in our team's happiness, wellbeing and growth:

✨ Compensation

Our salary packages are competitive, the role is £50k. We also grant generous stock options to any permanent employee at the end of the probation period. We adjust salaries based on the cost of living index for employees based outside of the UK.

🏝 Flexible

With Covid-19, we have decided to be a fully distributed team with Birdie's working across the globe. We organise quarterly in-person events and online socials to make sure you can meet up with peers. If you want to come to the office, you're most welcome of course!

🌱 L&D budget

Growth is key. You'll have a personal development budget to put towards books (e.g., free audible subscription), courses, trainings and conferences; continuous coaching within the team and with external experts

🌴 Base holiday

33 days base holiday (25 days + 8 bank holidays) + Christmas eve day off

🎄 Christmas leave

Birdie closes between Christmas and New Year so you can have some down time with your loved ones. This is in addition to your base holiday!

🎂 Birthday leave

You can take your birthday off when it falls on a weekday! (effective from 1st Jan 2023)

👩‍⚕️ Private health insurance

Private health insurance with Vitality that covers many physical and mental health costs

☀️ Gym and wellbeing memberships

Gym membership and numerous other wellbeing perks and discounts via Vitality

🚲 Cycle to work scheme

Birdie will buy a bike up-front and you can salary sacrifice to pay-off over the next 12-36 months

🧘 Wellbeing Leave

10 days of paid leave outside of our generous Sick Leave policy, for when you need to revive and reset.

👼🏽 Parental Leave

Highly favourable parental leave policy; once you have spent twelve consecutive months on our payroll, primary caregivers are entitled to 26 weeks of parental leave at 100% of your usual salary and secondary caregivers are entitled to 12 weeks of parental leave, at 100% of your usual salary.

🐣 Fertility Leave

Birdie recognises the emotional and physical challenges which may arise during fertility treatments, and supports all Birdies by offering 5 additional paid days of leave.

👵🏻 Pension employer contribution

Birdie contributes 4% of your salary to your pension.

⛷ Frequent company socials, trips and meals

We organise many socials, quarterly retreats and annual trips (like our epic ski trips)

🤗 Exceptional culture

We see ourselves as social entrepreneurs shaping a new kind of organisation: caring, responsible yet fostering excellence. Read The Birdie Way to learn more.

❓Why Birdie?

Join Birdie and seize this unique opportunity to shape the future of a transformative tech startup, to create positive social change, and develop yourself very fast in a flexible, close-knit & transparent organisation.

We have a grand vision to transform how society deals with ageing, starting with radically improving the lives of 1 million older adults in the next 3 years. We dream big and speed is of the essence.

We’re all entrepreneurs at Birdie. We’re a flat organization, with no manager to tell you what to do but a community of peers and coaches to support you.

We’re highly collaborative and iterative. Everything we do is transparent to anyone, be it objectives and key results, compensation packages and equity or strategic conversations.

Growing with trust is key. Everyone sets their own development plan and gets support to learn fast, from training to books or coaches. We live by radical candour: we give honest feedback and care deeply & personally about each other.

Join us now to improve the lives of millions!

⚖️ Equal Opportunities Statement

We are an equal opportunity employer and we strive to reduce unconscious bias throughout our hiring process. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neuroersity status or disability status.

We endeavour to embrace ersity, and promote an inclusive environment for all Birdies, and actively work towards this with our Diversity & Inclusion Committee.

If you have any questions regarding the interview process, or if you need any reasonable adjustments to be made, please don’t hesitate to contact us.

In short: Full-time, remote position in the US. Please only apply if currently residing in the US.

• Gigs is building Stripe for phone plans. Enabling platforms to sell phone & data subscriptions to their users through an easy-to-use API in 200+ countries.
• For consumers, Gigs makes it super simple to subscribe to and manage a phone plan with a few clicks. A phone plan you’ll love to use yourself. Easy, transparent & global connectivity for your smartphone, smartwatch, or IoT device.
• See immediate results of your work. Our large-scale integrations mean huge adoption within a short time. We obsess about the needs of our partners and their end customers to build a best-in-industry experience.
• We are backed by the investors behind Stripe, Dropbox, Airbnb, Facebook, Spotify & Plaid. As part of Gigs, you will have access to the teams, resources, and support from any company we work with. We count on a team of world-class advisors and investors that can help us in tricky situations.
• We completed the Y Combinator W21 batch and have further raised our Seed and Series A rounds with USA-based investors.

We are looking for a Customer Support Manager to act as the first line for Gigs customer support and help establish the processes to help the support function scale as we grow. You will be the first hire at Gigs to focus exclusively on customer support and will play a fundamental role in the development of the function. You will work closely with Dan, our Head of Customer Success.

First-line customer support

• You will be the first line for Gigs customer support, dealing with technical issues, support queries, and feedback for Gigs customers via our support chat and email support channels.
• You will manage our support system (operated through Intercom) and ensure that all support queries are dealt with promptly, professionally, and in accordance with the SLAs under our customer contracts.
• You'll provide exceptional support to swiftly resolve customer support issues, and requests. You will collaborate quickly and effectively with product, engineering and customer success to escalate problems and to ensure relevant information is being passed on effectively and promptly.
• You will own and compile feedback and issues relating to the Gigs product and ensure that these are effectively communicated to relevant internal stakeholders.

Building and developing best-in-class support processes

• You will build out our use of tools, infrastructure and data, and develop and own relevant KPIs, to track and improve the efficiency of how support is conducted at Gigs.
• As we scale, you will build out a team underneath you and be at the forefront of developing a best-in-class support service.
• You will track and develop frequently asked questions based on queries received from customers, with a view to improving our knowledge base and empowering our customers in order to reduce the number of support queries.
• You will think in terms of scale, understanding and anticipating where documentation, automation and process can be used to help our partners at volume. You will update training and support materials to include video and other media in order to deliver the maximum value to our customers.

Requirements

We know that perfect candidates don’t exist. Even if not all of this applies to you, we’d love to learn more about you.

• You have 3+ years of experience in Customer Support at a B2B or SaaS tech company.
• You're great with people. Dealing with customer issues can be stressful, especially when things are not working as expected. You should be able to de-escalate a situation and not take an inidual's opinion or mood personally.
• You’re a problem solver. You love solving customers’ problems and can show initiative and lateral thinking to find solutions to unusual issues. You can point to a long track record of successfully resolving complex customer issues.
• You’re an owner. You’ve had experience owning customer support and are comfortable building out processes and being accountable for the performance of the function.
• You think at scale. You look at systems in terms of how they can be scaled and have experience of improving processes to allow for greater volume (without significant drops in quality).
• You look to unblock inefficiency. You look at the entire operation along the B2B2C value chain and find ways to leverage efficiencies for our partners. You figure out where processes can be improved (internal and external) and where things could break. And fix it yourself or with our engineers.
• You care about the customer experience. You are invested in ensuring our customers’ success. Your focus is on delivering value and ensuring Gigs has a business impact.
• You love to challenge the status quo and solve problems incrementally. You understand that building a product our partners want involves trying things, including some which don’t scale. You understand that the most effective results often aren’t immediately perfect but come from solutions that have been iteratively developed.
• You enjoy engaging the team. This means high involvement of all team members across all functions within Gigs and our partners.
• You love learning technologies as you go. You always want to find the right tool for the job, and don't only follow what you already know.
• You’re fluent in English.

Benefits

• Competitive salary based on experience.
• 28 paid vacation days per year (PTO).
• Generous stock options: We want everybody to be a true owner in Gigs (tax-free until exercised).
• Free phone and data plan
• Flexible working hours: Early riser? Night owl? Need to pick up your kids and finish up later? You can discuss and organize with your team to work out what’s best for you.
• Get your perfect setup: Mac, Mechanical Keyboard, Plugins, IDE. We are flexible and cover whatever you need to do the best work of your life.
• A workplace built for remote-first work: We are building Gigs as a remote-friendly company, but we also believe in the magic of face-to-face interaction. That means we’re building ways to get you out of your home office from time to time:
  • Gigs Pads: Our collection of beautiful homes around the world, for when you need a work-cation getaway.
  • Gigs Republic: Our semi-annual sunny offsite, a time for us to all come together. Meet fellow Gigsters from around the world to spend quality in-person time with your team. Cook a delicious meal at our cooking competition, Gigs Table. Have fun playing games, going on a hike or get creative at a hackathon.

Okta is hiring a remote Customer Success Intern (Summer 2023). This is an internship position that can be done remotely anywhere in the United States.

Okta - The identity company that stands for trust.

Saxony Partners is a consulting firm committed to shaping real estate organizations through industry expertise and technology. At Saxony Partners, our values have defined who we are and how we serve our clients. Our talent and knowledge in the vertical markets we serve differentiates us from our competitors and delights our clients.

Are you an inidual with deep technical and user knowledge of Yardi modules (Commercial, Café products, Yardi Plus and/or Investment Management)? Ideal candidates excel in an autonomous environment and have experience in managing complex technology-centric customer engagements.

Would you describe yourself as?

• Independent
• Commanding
• Organized
• Fast Paced
• Opportunistic

Please use the link to complete our Culture Index Survey: https://go.apply.ci/s/A22ABF0000

What You Will Focus On- Responsibilities Include:

• Troubleshoot and provide solutions for Yardi Voyager, Voyager Plus, Café products and Site Manage
• Manage, track, and prioritize inbound Yardi support inquiries in the company's support ticketing system
• Provide one-on-one support to users utilizing various methods of communication including phone calls, email, video conferencing, etc.
• Establishing and managing roles and rights for all systems users
• Assisting property and corporate accounting staff in the correction of posting errors on month-end closes and reports
• Uploading data via CSV and ETL imports
• Assist in the transition of software data during property acquisitions and dispositions using ETL and Y2Y
• Maintain scheduled reports, custom menus, and workflows
• Identify training needs based on support requests, create training documentation and tutorials, and host training sessions
• Act as a troubleshooter and solutions expert to recommend changes that will streamline workflow processes and improve timeliness and accuracy of results
• Overseeing system updates and participating in testing, implementation of, and compliance with technology-related policies
• Maintain client service level agreements

Requirements

• 2+ years of experience with both front-end and back-end Yardi property management software (considered to be an Expert / Super-user) preferably with specific knowledge in Single Family Home Real Estate, Accounting, and/or Investment Management
• Proficient in providing end-user support in accounting, property management, and marketing
• Skill and Ability to plan, design, and maintain training material and training programs; provide basic technical support to users; explain technical concepts in non-technical terms to staff; read, interpret and apply technical instruction
• General knowledge of business processes in the real estate/property management industry
• Ability to manage multiple tasks with exceptional attention to detail
• Ability to be a self-starter and be comfortable with remote work
• Technology degree preferred; Any combination of education and training equivalent to a bachelor's degree in computer science, information engineering, or other related areas; such education should be at a level that demonstrates the ability to perform duties comparable to those listed

What would be helpful to have

Knowledge of accounting principles

Benefits

WHAT’S IN IT FOR YOU?

• Competitive Compensation
• DTO (Unlimited PTO, most take about 4 weeks per year)
• Excellent Healthcare Benefits
• Collaborative Team Environment
• 100% Remote

COMPANY OVERVIEW

Community Influencer®, Inc. is a business development startup based in Orange County, CA. Our mission is to glorify God by helping local business owners increase their income, so they can increase their impact. We do this via our popular online membership, the Community Influencer® Academy. Inside, we teach real estate professionals how to get more leads, clients, and referrals via our online courses, content, coaching, and community. We're a fast growth, mission-oriented company (with awesome benefits) and we're looking for an amazing, full-time Customer Experience Manager to join our high-performance team. If you are a highly organized CX Manager with experience building and developing a CX Team, read on to learn more about this exciting opportunity!

POSITION OVERVIEW 

This is a full-time, salaried role in our Experience Department. For this remote role, you'll need to have the ability to work from home 5 days a week. Typical hours for this role are 7am - 4pm, Monday-Friday PT. But this position is more about accomplishing specific outcomes with a high level of communication than adhering to a clock. And although our team highly prioritizes margin, on rare occasion, there may be a need to work additional hours on evenings and weekends during a launch or other events throughout the year.

MISSION

The mission of the CX Manager is to bridge the gap between the customer and company. The most important responsibility of the CX Manager is to ensure that the customer has a trusted guide and advocate in every aspect of the business by sharing valuable CX insights, data, and feedback so we can improve our digital products and hit our revenue and profitability goals. 

RESPONSIBILITIES

• Make every experience remarkable!
• Champion opportunities to consistently Improve the Community Influencer experience!
• Map the customer journey and identify opportunities to intervene on the Members' behalf proactively.
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
• Ensure that each touchpoint across the customer journey is engaging, efficient, and effective.
• Understand each Member and their specific needs.
• Create a clear vision so for Members, so they know what to expect.
• Build strong relationships with Members.
• Gather Member feedback in real-time and ensure that it's incorporated into company processes, marketing, and advertising.
• Managing member data to drive sales into the business and increase member retention.
• Increase customer satisfaction rates, customer loyalty, and referrals.
• Drive customer retention and reduce churn.
• Test new strategies for driving customer value.
• Manage a small CX Team and support the team by guiding them through issues resolution.
• Collaborate with IT developers, as well as the marketing, advertising, and sales teams to enhance customer services and brand awareness.
• Align customer experience strategies with marketing initiatives.
• Inform members about new product features and functionalities.
• Respond to customer queries in a timely and effective manner, via email, social media, video, or chat applications.
• Analyze member feedback on product ranges and new releases, prepare reports, and present your findings to the team.
• Document all CX feedback (i.e. processes, technical issues, complaints, compliments, reviews, and testimonials). 
• Stay informed of industry trends and new CRM technologies.

PROFICIENCIES

• Digital Marketing Skills: Our CX Manager will be a tech-savvy Mac user and will not be intimidated by learning new technology. Proficiency in the following marketing and tech platforms is ideal: Facebook, Instagram, YouTube, LinkedIn, AgoraPulse, Facebook Groups, Reddit, Zoom, Loom, and ClickUp.
• Leadership Skills: To help execute our CX strategy, the CX Manager will lead, coach, and help recruit a small team of talented CX Specialists.
• Strategic Thinking: The CX Manager is a big-picture thinker who will create, organize, and improve our overarching omnichannel CX strategy.
• Quality Communication: The CX Manager will need to maintain strong relationships to maximize effectiveness across all CX platforms. We also get pitched to appear on various platforms regularly, so the CXM will need to have the ability to vet and evaluate these opportunities before passing them on to relevant team members.
• Writing Skills: The CX Manager must be a great writer and ensure a consistent, company-wide brand voice from employees and contractors.
• Social Listening and Research Skills: The CX Manager will need to stay up-to-date on all of the latest digital marketing trends, policies, and forecasts by conducting regular research. An ability to gather systematic and methodical data from social listening, carry out market research and analyze results is also required. 
• Camera-Readiness: The CX Manager will be on camera periodically. So you must be an excellent communicator and have a dedicated workspace that's camera-ready at all times. 
• Project Management Skills: The CX Manager will lead projects and will work closely with the Project Management Team to ensure that all projects are done on time and on brand. 
• Analytic Skills: The CX Manager will need to conduct regular analysis to identify opportunities to improve performance. You will also need a deep understanding of split testing, audience segmentation, conversion tracking, retention tracking, budget management, deliverables, KPIs, etc.
• Anticipating Needs: The CX Manager will need to proactively recommend new communication channels, help beta test new content strategies, and recommend new tech stack tools. 

REQUIREMENTS:

Education: 

• A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.

Experience and Values: 

• 2+ Years of experience as a CX Manager, in a digital environment
• 2+ Years of experience increasing KPIs - like Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Customer Churn Rate, Customer Retention, etc.
• Mastery of customer experience best practices.
• Proficiency with all online customer engagement platforms and channels
• The ability to overcome objections to increase membership sales and retention.
• Enthusiasm for data, details, organization, and deadlines.
• Exceptional interpersonal skills and a client-centric approach.
• Great organizational and time management abilities.
• Connect deeply with Community Influencer's core values.

OUR VALUES

1. Get closer to the customer
2. Everything you do sells or repels
3. Simplicity, never complexity
4. Identify the opportunity, overcome the obstacle
5. Audit before you act
6. Say what needs to be said, even when it's hard
7. Leverage collective genius, but reject groupthink
8. There's always an option C
9. Celebrate every win (and every failure)
10. Work is impossible without rest
11. Always do what's best for Community Influencer®

COMMUNITY INFLUENCER® PERKS

Here are some of the amazing perks we offer our employees...

• Top-of-Market Salary 
• Unlimited Paid Vacation
• Work From Home
• World-Class Health, Dental, and Vision Insurance
• Generous Retirement Plan
• Work Alongside A Talent-Stacked, High-Performance Team

Candidates must be US Citizens or Permanent Residents to apply.

Equal opportunity employer.

NOC Specialist (Clinical Support)

Location: Remote

Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

As a Network Operations Center Specialist within the Clinical Support Team, you will play a key role in the day to day operations of the Online Care Group, including 24/7/365 physician support, escalation resolution, and handling a high volume of clinical support calls. We are looking for full time employees who have flexible schedules and can work either overnight, evening or weekend hours.

Core Responsibilities:

• Manage support escalations in conjunction with other team members
• Acts as the main point of contact for all provider-related support questions and issues via phone, email and live chat
• Answer incoming support phone calls and complete case documentation appropriately
• Uses critical thinking skills to prioritize and problem solve escalations
• Act as the liaison between the patient and patient’s pharmacy and/or treating physician to resolve open support requests
• Triage cases to the Technical Support team as needed for troubleshooting
• Upholds tracking of all support escalations utilizing Salesforce tools
• Works in collaboration with other NOC pods and departments within American Well to provide the best support possible to our patients and providers

Qualifications:

• Robust interpersonal and communications ability, including strong written and verbal communication skills
• Adaptability in a fast-paced start up environment
• Fast learner, ready to jump right in with little direction
• Ability to effectively communicate via phone, video-conference, and written communication such as live agent chat and email
• Keen attention to detail and the ability to multi-task
• Proficient in all basic computer functions and programs, including Microsoft Office Suite
• Strong customer service orientation and the ability to interact with erse groups
• A proven track record of exercising good judgment and handling constantly changing priorities in a positive, professional environment
• Experience resolving issues live on the phone in a call center environment; ability to maintain control of a phone call in tough situations
• Associate Degree or Bachelor Degree preferred
• 1-2 years related experience preferred

Additional information

Your Team:

Should you join Amwell and the Clinical Services team, you will support the Online Care Group:

The Online Care Group (OCG) is a physician-owned and operated medical practice. OCG is dedicated to the practice of telehealth, delivering high quality healthcare to patients on a secure, HIPAA compliant, video-based platform. In addition to urgent care, OCG also manages a national behavioral health practice, which includes therapy and psychiatry, as well as a nutrition practice staffed by registered dieticians and a Breastfeeding support practice. The Online Care Group practices across all 50 states – 24 hours/day, 365 days/year.

Working at Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars – our Workplace, our Workforce and our Community.

Amwell is a “virtual first” workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are! Amwell has collaboration spaces in Boston, Tysons Corner, Portland, Woodland Hills, and Seattle.

• Unlimited Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance

Student Records Specialist

locations

Remote, USA

time type

Full time

job requisition id

R 2022 838

Position Summary

The Student Records Specialist is responsible for daily activities related to the Office of the Registrar and the student records team. This position’s primary responsibilities include maintaining student records, providing customer service to students and internal constituencies as well as supporting the success of the Enrollment and Student Services teams. This position is also responsible for maintaining record integrity, upholding FERPA policy and compliance within administrative policies and procedures.

Essential Functions:

• Provides customer service to internal and external clients and customers
• Responds to student inquiries via Northcentral messaging system, email, and/or phone, and journals all communication
• Provides official student record documentation via forms, letters, transcripts, and other communications
• Reviews, audits, and prepares degree audit and diploma order
• Performs general office duties such as typing, operating office machines, and filing
• Establishes and maintains academic files within the student information system
• Ensures record integrity of student files by ensuring proper documentation and authorization to fulfill requests
• Ensures that the electronic file as well as the student information system are in alignment and accurate
• Serves as liaison for projects and cross-functional department needs
• Processes workflow and tasks with accuracy and speed
• Assists in preparing and maintaining training information and documents policies/procedures in Sharepoint for Registrar team
• Other duties as assigned
• Reasonable and consistent attendance to fulfill requirements of the position

Supervisory Responsibilities: N/A

Requirements:

Education & Experience:

• Associate degree or equivalent experience
• Minimum of two (2) years of experience within a college or university office of student records or enrollment administration required
• Experience in higher education preferred
• Experience working in a technology-driven enterprise preferred
• All skills, abilities and education will be considered for minimum qualifications

Competencies/Technical/Functional Skills:

• Knowledge of FERPA.
• Knowledge of NCU university policies and procedures
• Skill in operating equipment, such as personal computer, fax, copier, phone system and scanning equipment
• Highly detail oriented
• Ability to effectively communicate verbally and in writing
• Excellent customer service skills to both internal and external clients and customers
• Ability to prioritize workflow
• Ability to multitask
• Proficient with Microsoft Word and other applications in the Microsoft Office suite

Location: Remote

Travel: N/A

The National University System is committed to maintaining a high-quality, erse workforce representative of the populations we serve. As a network of nonprofit educational institutions, the System employs more than 3,300 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows for students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to ersity. With programs available both online and at our many campus locations, the National University System is a leader in creating innovative solutions to education and meeting the needs of our erse student population, including adult learners and working professionals.

National University offers an opportunity to work in an innovative environment that supports ersity.

National University (NU) is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state and local laws. At NU, a erse mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University. We are focused on equality and believe deeply in ersity of race, color, ancestry, age, family care status, veteran status, marital status, creed, religion, sex, gender, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.

• Develop & maintain trusted advisor relationships with executive sponsors, government officials and/or customer stakeholders

• Communicate findhelp’s vision of the future of social care and how technology can support customers in achieving their goals

• Create strategic account plans to achieve the organizational goals of our customers

• Drive contracts, renewals, and expansions

• Serve as the main escalation point for customer leadership, manage expectations and timelines for both the client and internal personnel

• Regularly monitor customer health, proactively identify risks, and create/manage action plans for risk mitigation

• Develop leading practices and initiatives that support social care outcomes for our customers

• Develop and deliver executive business reviews on a regular cadence

• Advocate for the customer, champion their success, including for the ongoing needs and goals of the customer internally - gathering feedback from customers and understanding both how to meet them where they are and how to help get them where they want to go

• Develop industry, regional, government sector, and state specific strategies for customer portfolio, such as opportunities for collaboration with customers, specific industry/state initiatives, building relationships with community partners, etc.

• Create and share materials to support internal and external marketing

• Lead customer-facing webinars or User Group Meeting presentations to share insights, leading practices, and industry trends

• Collaborate with the Customer Success team to build a thriving department and foster the overall success and adoption of findhelp and the people we serve

• Superior communication, networking, and relationship skills, and demonstrated ability to communicate/present effectively at all levels of the organization

• A strong desire to use your job and mind to make the world a better place for people in need

• Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner

• Customer-focused, enthusiastic, positive, and service-oriented

• Intrinsically motivated, results-oriented, data focused and ambitious

• Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations

• Interest in social determinants of health, organizational innovation, social enterprise, healthcare, community organizations, governmental groups

• Ability to travel to conferences, trade shows, and some customer locations 

• BS/BA degree or equivalent

• 8+ years’ experience in account management, customer success, sales, equivalent public sector work or organization leadership

• 5+ years working with the C-Suite

• Experience with technology and ability to learn new technologies quickly; SaaS experience preferred familiar with SaaS application support requirements

• Health plan, Government or government contracting experience strongly preferred

Junior Customer Support Specialist

100% Remote SaaS Support position with growth opportunity

Remote | 9am-6pm GMT/5am-2pm ET

We believe in the power of process and its potential to unlock growth in teams everywhere.

Who we are:

Process Street is a no-code workflow platform startup from San Francisco. We help our customers build, document, automate, and track recurring workflows. Our platform stores knowledge where the action happens, ensuring thorough and error free execution of workflows that our global customers run their businesses on. We service over 3k customers around the world, such as Airbnb, Spotify, AstraZeneca, and Accenture, and are VC-backed by Accel, Salesforce, and Atlassian.

Our Mission:

To make recurring work fun, fast, and faultless for teams everywhere.

Our culture:

Process Street was founded on a strong belief in the work-life benefits of a healthy, collaborative remote culture. We value flexibility because many of us are parents, travelers, or just creatives who aren’t inspired by the construct of a mundane 9-to-5. Spread across 9 different time zones, we communicate asynchronously, work autonomously, and take real ownership of our work. We know human connections are what make teams strong, so we regularly do coffee chats, game-playing, story-telling, and more, to build strong relationships.

If you’re entrepreneurial and seek an environment that values impact, ownership, and flexibility we look forward to meeting you!

The Opportunity:

We’re looking for a Junior Customer Support Specialist to join our Customer Support & Success team. You will address inbound customer inquiries via phone, email, and live chat. At Process Street, our Customer Support Specialists are the primary line of communication between the organization and our customers. You will get the chance to work with companies ranging from early-stage start-ups to Fortune 500 enterprises from across the globe in pretty much every industry you can think of.

Aside from addressing customer inquiries, Customer Support Specialists perform a critical function in passing customer feedback and challenges to the Engineering, Product, and Executive teams.

Even though we’re a global company, this Junior Customer Support Specialist will work 9am-6pm GMT/5am-2pm ET.

What You’ll Do:

• Respond to email, live chat, and phone inquiries from existing customers and prospects
• Advise customers on the best way to use the software to meet their needs
• Track customer interactions in Salesforce
• Assist prospects during their trial period to ensure they understand the product functionality
• Serve as a conduit for customers to communicate product and feature requests to Product Managers
• Assist our Customer Success Managers in dealing with large customers
• Contribute to the Support Knowledge-base
• Conduct product demos for prospects
• Conduct Onboarding and Account Reviews for existing customers

About You:

• You have experience working directly with customers. At least 1-2 years of experience, preferably in SaaS.
• You’re an excellent communicator. This includes written and verbal English. We’re a 100% distributed team, and writing is our primary method of communication. But you’ll be chatting with customers live too!
• You pay attention to the details. You know details matter, and you remember that everything you do can improve the customer’s experience in some way.
• You’re obsessed with customer experience. You’re driven by creating an amazing customer experience. Added bonus if you have experience building and maintaining relationships with remote customers.
• You have growth mentality. You have a self-motivated approach to learning and development.
• You love working with technology. We’re building it! This includes both web and mobile applications. Experience with Intercom and Salesforce is a plus!
• Ability to work 9am-6pm GMT/5am-2pm ET.

Our Benefits:

• Unlimited PTO policy Most take 3-4 weeks, plus their major holidays, AND a company-wide week off in December.
• Annual company offsite We get together as a whole company annually as well as encourage and sponsor small group meetups so that you can meet your teammates face to face around the world.
• Social time We know human connections are what make teams strong. We regularly do coffee chats, game-playing, story-telling, house tours (only if you’re comfortable), and more to build connections.
• Generous health insurance for US employees and their families, including dental and vision plans.
• Equity for all full-time roles.

Confidence can sometimes hold us back from applying for a job. But we’ll let you in on a secret: there’s no such thing as a ‘perfect’ candidate. Research tells us that applicants who are female, non-binary, or people of color are less likely to apply to a role if they feel they don’t meet every qualification. If you feel you meet most of the qualifications, regardless of how you identify, and this is a role that would make you excited to come into work every day, please apply! Process Street is a place where everyone can grow.

Support Specialist

locations

Telecommute

time type

Full time

job requisition id

R014922

The Support Specialist is responsible for assisting the primary care/case managers (PCM/CM) with non-clinical activities such as providing telephonic outreaches to members for completion of service assessments, outreaches to providers and community-based organizations regarding service initiation and/or continuation, handling member mailings; faxing clinical requests and approved authorized service plans.

Duties and Responsibilities:

• Conduct outreaches for newly enrolled members to review current and approved services, durable medical equipment (DME) and additional requests
• Review intake documents for pre-approved services and escalate discrepancies as needed
• Complete Welcome Onboarding and Consumer Directed Personal Assistant Assessments and identify any issues or risk factors that require clinical escalations to a CM/PCM.
• Initiate and finalize authorization in Trucare for preapproved services and DMEs and update and discontinue authorizations when applicable
• Handle and accurately document calls to and from members to assist with benefit questions/issues, schedule appointments, assessment inquiries, service issues and grievances
• Handle and accurately document calls to and from providers regarding authorizations initiation/updates, referrals, visits, tests, and faxed care plans
• Provide education to members and providers regarding requirements for approval of service requests
• Manage a large caseload while communicating member issues or needs and monitoring screening of members effectively to improve quality and cost outcomes
• Communicate with Inter/Intra-departments regarding reconciling onboarding issues
• Additional duties as assigned

Minimum Qualifications:

• High School diploma or GED equivalent
• Experience in a customer service environment
• Experience working in a fast-paced environment that requires handling multiple priorities simultaneously
• Work experience requiring effective communication verbally and in writing while demonstrating good grammar, spelling, and punctuation skills

Preferred Qualifications:

• Associate Degree/Certification in a related field
• Knowledge of medical terminology
• Knowledge of Trucare, Salesforce, HHAXchange, DocuSign Epaces, Sharepoint
• Experience in managed care or other area of the healthcare industry working in a Call Center environment or Care/Case Management Department
• Experience with Microsoft Office Suite applications including Excel, Word, Outlook, and MS Teams
• English proficient bilingual who also speaks Spanish, Russian, Mandarin/Cantonese, French, Haitian Creole, Korean, Bengali, Punjabi, Hindi, or Urdu
• Demonstrated ability to document calls into a computer system

Regulatory or Compliance activities: n/a

License or Certification: n/a

Since we care so greatly about our employees’ and members’ wellbeing, Healthfirst has implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Company’s current COVID-19 or other infectious disease health and safety protocols, including local requirements, which may include sharing information regarding your vaccine status and mask wearing. Protocols may change in the future with the evolving public health landscape. Healthfirst will consider accommodation requests as required by applicable law.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to: or calling: In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.

EEO Law Poster and Supplement

All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $38,200 – $49,920
• All Other Locations (within approved locations): $33,300 – $47,840

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.

HR Specialist (Seasonal), Employee Resource Center

Job ID: 2295022 | Amazon.com Services LLC

Our ERC (Employee Resource Center) HR Specialists provide support to Amazon’s Corporate employee population, demonstrating high judgement while problem solving and advocating on behalf of Corporate Amazonians. Team members will build and implement in the face of ambiguity, problem solve with tenacity, and demonstrate strong analytical skills while providing centralized support to Amazonians.

Key job responsibilities

BASIC QUALIFICATIONS

• Bachelor’s degree or 3+ years of Amazon experience; or 3+ years equivalent work experience
• Proven knowledge of Microsoft Office Suite

PREFERRED QUALIFICATIONS

• 3+ years as HR Generalist or HR Specialist in a corporate environment
• 2+ years contact center experience in a corporate environment
• Experience working in a fast-paced operational environment
• Proven ability to identify process defects, make recommendations for process improvements, and implement process improvements
• Team/process lead, and/or team/process supervisor experience
• Basic US legislation knowledge pertaining to HR & Labor
• 1+ year using case management system, reviewing cases, determining appropriate processes and policies that apply to a specific situation, and resolving a case or establishing/executing a case management plan
• PHR, GPHR, or SPHR certification
• Ability to handle projects using the Project Management principles and methodology
• Knowledge of or training in Lean Six Sigma
• Proven ability to manage customer contacts in a fast-paced environment
• Proven ability to follow existing process with high attention to detail
• Proven ability attention to detail and organizational skills
• Flexible to work in shifts to cater to a global charter.

Amazon is committed to a erse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For iniduals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $22.84/hr in our lowest geographic market up to $45.19/hr in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Applicants should apply via our internal or external career site.

Job details

US, Virtual

Employee Resource Center

Human Resources

About TKS

The Knowledge Society (TKS) is a global accelerator focused on developing young people (ages 13-17) to learn about solving problems using emerging technologies, develop foundational mindsets, and build real-world skills, while being part of a global community of like-minded people. Our vision is to help create the next generation of unicorn people - people who impact billions. TKS was recognized by The World Economic Forum as a "School of the Future" and works with organizations like the United Nations, Google, and Microsoft.

We currently have 2,000+ students and alumni from over 200 cities globally. Our alumni have started venture-backed companies, performed cutting-edge research, presented at the world's largest conferences, and are creating solutions to tackle important problems like maternal mortality, disease, and energy.

Location: Canada (preferably Toronto).

As the community lead, your focus will be on developing a highly engaged and supportive community within TKS, which includes alumni, students, directors, staff, mentors, and partners. People are at the core of TKS and we need you to bring the community together to build meaningful relationships, along with measuring the impact of these efforts. You will report directly to the Head of Program.

Traits we're looking for:

• You enjoy working with people, especially young people.

• You love bringing people together and helping create meaningful connections.

• You have event planning and marketing skills and can leverage these skills to plan community events and make sure there’s a high turnout rate.

• You are goal oriented and have a strong internal drive to achieve the expectations and KPIs you set for yourself.

• You can juggle multiple projects at the same time while maintaining quality of execution.

• You have high standards for yourself and want to create highly engaging experiences within the community.

   

What you’ll be doing:

• Leading and executing the TKS community strategy.

• Organizing and hosting events for alumni, current students, mentors, and partners (in-person and virtually).

• Create experiences for TKS students globally to build relationships.

• Manage and have visibility into the alumni community, including their projects, universities, geographic location, and jobs.

• Track and report on the impact of alumni and others in our ecosystem including former directors, mentors, and partner companies.

• Support in planning team retreats and experiences.

• Manage community newsletters for alumni and the public.

• Work with the partnerships team to create valuable experiences with mentors, internships, challenge partners, and other cross-functional endeavours.

• Have a pulse on the company sentiment and culture.

   

Experience we're looking for:

• Experience managing and hosting events.

• Project management experience.

• Proficiency with tools including Slack, Eventbrite, Canva, and Mailchimp (or other newsletter software).

Three reasons why people join the TKS team:

1. Work with awesome mission-driven people who want to make the world a better place. The people at TKS are kind, intelligent, fun, and authentic. There's no politics here.

2. The fulfillment and joy of helping ambitious young people discover their passion, achieve their potential, and make lifelong friendships. We can have a meaningful impact on peoples' lives who will shape the world one day.

3. Have flexibility and ownership over your time. We value results, which is directly correlated with the growth of the students and their enjoyment in the program.

Ps. Yes, we offer health benefits, vacation, swag, and other nice perks.

Below we've included some resources that you check out to get a deeper understanding about TKS, including podcasts from our founders and videos of our students.

🗞️ Forbes: Equipping Youth To...

🎬 TEDx Talk: Human Potential

🎬 Video: TKShowcase Highlights

🎙️ Podcast: Nadeem & TKS Philosophy

#LI-REMOTE

• Become an expert in SOC 2, ISO 27001, and other compliance frameworks

• Know the product inside and out so you can respond to customers in a timely manner

• Actively listen and resolve customer inquiries in an empathetic manner

• Closely collaborate with Customer Success Managers to deliver on support goals via various communication channels (Zendesk, Slack, etc.)

• Research and troubleshoot customer issues using resources available

• Proactively collect and document feedback from customers

• Take ownership of customer issues, resolutions, and creating internal tickets

• Constantly analyze, refine, and iterate on internal processes to make them more efficient

• 1+ year of experience in compliance-related customer success, or customer support roles

• Excellent verbal and written communication skills

• Autonomous worker with an ownership mindset who is action-oriented, organized, and meticulous

• Proactive, positive, and energetic attitude comfortable working within a fast-paced, rapidly changing environment

• Can work well with others in a collaborative work environment where transparency and communication with colleagues is key

• Strong empathy for our users and a passion for empowering customers

Customer Service Representative – Tier I

Fully Remote

Remote Worker – N/A

Description

Location: Remote

Position Summary:

Are you a Customer Service Representative looking to positively impact millions of people? Our selected candidate will join a team of dreamers, drivers, and doers helping reshape federal healthcare IT.

Sparksoft is a fast-growing woman-owned small business that provides innovative technical solutions to the federal government. We are seeking a Customer Service Representative to help support an enterprise-level service desk that will aid in operations, customer service management, and case management.

Responsibilities:

• The Customer Service Representative Tier 1 will be an experienced representative responsible for answering Tier 1 customer inquiries.
• Provide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies based on Inquiries are received via phone, 1-855-CMS-1515 (1-855-267-1515), or email, [email protected].
• Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products such as TIBCO MFT
• Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support.
• Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable – skills and knowledge provided by training via our training instructors.
• Provide general policy information supplied by the business owners and Tier 2 systems
• Provide process guidance to the requesters seeking help/guidance based on information provided by CMS/CCIIO business owners and Tier 2 support teams.

Requirements

Required Skills:

• Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function.

Desired Skills:

• A Minimum of 1 year of experience in a customer service position or call center environment is not required but is preferred.

Education:

• High school Diploma or GED

Title: Radiology Dispatcher – Customer Service

Job Details

Description

• Productivity: Must be able to assign/page between 180 200 cases per 8 hour shift
• Display the ability to navigate the GPS tracking system in conjunction with our operating system.
• Assign Technologists to the proper general area and facilities as noted on the schedule.
• Page appropriate Technologist for STAT, ASAP and PRIORITY homes efficiently.
• Communicate and report problems to the Internal Operations Center supervisor and respective Area Manager.
• Assist Technologist with a variety of daily needs (directions, case type and client info etc.).
• Answer phones in a timely manner.
• When required, will assist the customer service representative with the overflow of client calls.
• Assign STAT cases within a reasonable time frame (1 15 minutes).
• Assign regular calls within a reasonable time frame (1 30 minutes)
• A thorough understanding of the assigned dispatch area while being able to perform the dispatch function in other areas when required.

Primary customers of this position and type of contact:

• External: Area Managers. Field Sales Personnel
• Internal: Technologists, customer service representatives

Qualifications Required:

• Ability to work independently and with a team.
• High Speed Internet is required for this position.
• Strong customer service skills.
• Solid communication skills (verbal, written, and listening).
• Solid problem solving and decision making ability.
• Good organizational and analytical skills
• Ability to execute and prioritize multiple tasks.
• Professional demeanor and appearance.
• Must be flexible and adaptable to change.
• Ability to build relationships (respect, trust, consensus)
• Knowledge of customer service strategies.
• Ability to work independently in a high volume environment.
• Basic computer knowledge and Medical Terminology a plus but not required.
• A minimum of a High school Diploma or equivalent required

Qualifications

Behaviors

Preferred

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Preferred

Self-Starter: Inspired to perform without outside help

At TixTrack, we deliver world-class ticketing solutions. We combine modern technology, beautifully simple design, and the art of listening to create ticketing software that is easy to use but extremely powerful.

We are a small but growing company and anticipate robust growth in 2022-23. TixTrack HQ is in Los Angeles with a presence across the US, including NYC and international markets including the UK, Australia, and New Zealand.

We’re looking for a Director, Customer Success (Ticketure) to join our team and be a strategic and supportive partner for our customers at every stage of the buying process. We’re looking for someone who is just as happy getting into the weeds as they are managing. This role is responsible for taking ownership of key clients, developing a positive customer experience with our product, fostering positive relationships, and supporting brand loyalty. This position ensures long-term client retention by sharing new features and ways customers are leveraging our product, addressing, and often taking ownership of customer issues that may become escalated. The Director, Customer Success (Ticketure) serves as a product expert on how our solutions work and utilizes strong analytical thinking to help brainstorm and resolve customer requests. This position reports directly to the VP, Product Management & Customer Success (Ticketure).

• Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best solutions for their needs.
• Review and take ownership of customer complaints and concerns while seeking to improve all aspects of the customer experience with the company.
• Work with our implementation team to manage assigned customer through the transition to Ticketure and continued use of the solution.
• Check in regularly with assigned clients to explain new features as they are released and get an understanding of any challenges being faced with Ticketure.
• Help clients get the most out of Ticketure, including integrated product offerings such as CRM, reporting, etc., with the proven capabilities to demonstrate these capabilities to the client when asked.
• Establish clear retention goals and process milestones for the client and Customer Success team to work toward.
• Optimize existing processes within the company and actively enhance all Customer Success initiatives.
• Work with key stakeholders on sharing the Ticketure product roadmap.
• Ensure information from key clients is being communicated to the appropriate group and action is being taken by collaborating with the Ticketure Development and Ticketing Services teams .
• Support the sales process by communicating with perspective clients, as needed.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities, that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice.

• Bachelor’s degree in Business, Communication, or related field.
• Five or more years of experience supporting ticketing products either at a ticketing provider or as someone using a ticketing product.
• Exceptional ability to communicate and foster positive business relationships.
• Experience analyzing and optimizing the application of a ticketing product either in a Customer Success department or within a ticketing user.
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.

• Strong oral and written communication skills.
• Ability to work independently and manage multiple projects and deadlines.
• Possess strong analytical, decision-making, and creative problem-solving skills.
• Strong attention to detail.
• Excellent organizational, leadership, and time management skills.
• Effective communication and management skills.
• Capability to understand and communicate technical concepts

• Ticketing Products
• Microsoft Office
• Google Suite
• Slack
• Zendesk (Support and Guide)
• Business Intelligence products

TixTrack is committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

We strive to ensure a welcoming work environment where everyone belongs and is valued, encouraged, & respected. We embrace and celebrate the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace.

We are focused on building a culture that acknowledges and values Diversity, Equity, and Inclusion.

• Base annual salary range of $95,000 - $125,000, commensurate with experience.
• Annual bonus based on performance and company success
• 100% paid medical, dental and vision benefits for employee and dependents
• Company-paid life insurance
• Traditional and Roth 401k plans
• Learning & development opportunities
• Flexible scheduling
• Generous PTO and holiday schedule
• Remote work environment

Who We Are:

Our mission is to make employees experts faster. We are passionate about making information not only easy to create and share, but also quick and simple to find, follow, and maintain. Even the most complicated processes are no match for our software that makes information simple for anyone to navigate and understand. In the last 4 years, ProcedureFlow has grown its users by 600% worldwide. We are proud of what our team has accomplished, and we are looking for new team members to help us accelerate this incredible growth.

At ProcedureFlow we are customer obsessed! We pride ourselves on delivering optimal customer experiences and we welcome people who share our passion to join our team. You will have the opportunity to make an impact while working alongside some of the brightest and most passionate people in the industry.

What You'll Be Doing:

We are currently recruiting an Onboarding Specialist to join our team, a role that is critical to our customer’s success.

As an Onboarding Specialist, first impressions matter. You will be spending quality time getting to know our customers, helping them understand how to efficiently map their processes; some of which are well known and others to be created, training their teams to become experts and preparing them to get everyone in their organization excited about using ProcedureFlow. This role is absolutely critical to our customer’s success so if you thrive on providing value to customers and have a love for process, this role is perfect for you.

Location: Saint John NB or Remote Canada

Who You Are:

• Customer obsessed – loves working with customers, helping them solve issues and providing value
• Able to immediately build rapport with our customers
• Enjoys business process and has a business process mindset
• Listens, can communicate well and ask great questions to get our customers thinking about how they lay out their processes clearly and concisely
• Analytical, problem solving, critical thinking, evaluation and facilitation skills
• Can work through ambiguity, conflict and change and can embrace new information and learning as it surfaces
• Comfortable using technology and able to learn new systems and software quickly
• High attention to detail
• Ability to lead teams, delegate, coordinate multiple projects at the same time and manage tight timelines
• Likes to have fun but gets the work done at the same time
• University degree or work experience equivalence
• 3-4 years of related business analyst, process mapping or customer service experience
• Proven Project Management experience

What We Offer:

• Remote First – Our head office is in Saint John, New Brunswick but we know you can do your work from anywhere in Canada.
• Health benefits from day one (1) for you and your family.
• Parental Leave Top-Up – Becoming a parent is a milestone event. You are encouraged to take the time to focus on creating memories for a lifetime.
• Encouragement to further develop your skills with access to our Learning & Development Fund.
• Positive team culture - every employee is committed to taking time to support you, to help you learn and grow.
• Stock options are awarded to every employee. Your contribution to ProcedureFlow will help us continue to be a profitable, growing company and we believe, you should also benefit from that.

Apply Now!

The ProcedureFlow team is highly skilled, motivated, hardworking, and fun! This position would be ideal for you if you are looking to be part of a fast-growing SaaS business. Have we piqued your interested? Awesome! Submit an application today and let’s connect.

While our many of our opportunities are remote positions, only those who are a Canadian citizen or a permanent resident of Canada with a valid Canadian work permit will be considered. All applications are appreciated, however, only those being considered for interviews will be acknowledged.

At ProcedureFlow we value ersity, equity, and inclusion. We strongly encourage applications from all qualified candidates, including persons who identify as racially visible, Indigenous, persons with disabilities, women in underrepresented roles and members of the LGBTQIA2S+ community. Applicants from these equity groups may self-identify through the online application process.

Our mission at Product Hunt is to surface great products every day and support our community of Makers in building the future. We obsess over delivering an amazing experience to all of our users and we are building a world-class team to achieve that.

We've been around since 2014 and have accomplished a lot with our small but mighty team. But we've hit an inflection point and are taking the team through a significant growth phase - we've already doubled the team to 50 people over the last year. With our most recent $23 million financing round, we're ready to find even more ways to deliver value to makers and tech enthusiasts around the world.

Our mission at Product Hunt is to surface great products every day and support makers building the future.

Product Hunt is a fully distributed team across 7 time zones. This full-time role is available for remote candidates from anywhere in the world, but you'll need to be available from 5 am - 2 pm Pacific Time Monday-Friday.

This is initially a full-time, permanent position for anyone interested in pursuing a career in tech with a passion for startups, a keen eye for detail, and always happy to offer support with a (virtual) smile.

We're seeking someone that loves new technology and is eager to help makers around the world. We want to work with people who are curious, kittenish (), bold, authentic, and empathetic. If this sounds like you, we want to get to know you

• Site moderation. Every day, makers launch on Product Hunt, introducing their products to the world. It's important that we help them by updating their post page and ensuring there are no typos in the tagline, their product thumbnail is clear, and more.
• Support with a smile. We view customer support as an opportunity to delight our community, not a laborious chore. Responsiveness and creativity are required to solve problems whilst also clearing Intercom and email support queues as needed.
• Community engagement. Our community is at the core of everything we do. We want to find new ways to improve and expand the community experience both on Product Hunt and elsewhere and you are the front lines of that connection.
• Maker outreach. The discussion and opportunity to speak directly with the founder, designer, engineer, or marketer of a product is what makes Product Hunt special. We want to be proactive in seeking out the people making the best new things in tech and helping them launch on Product Hunt.
• Community Projects. As part of the greater Product Operations team, there will be an opportunity to lead, manage or contribute to community projects like Beta programs, Hackathons, Community Events or Discussions. This is a great opportunity to expand your skillset into program management, community management and marketing initiatives, based on your interests and company need.

If the following list (without exceptions) gets you pumped, we want to hear from you:

• Empathy: Empathy is critical when interacting with the Product Hunt community and makers, especially when managing complaints or translating user feedback to the rest of the team.
• Attention to detail: If you're the kind of person that loves crossing those t's and dotting the i's, this is for you.
• Communication skills: Strong written and verbal communication skills are necessary to speak with our community and communicate their feedback to the rest of the Product Hunt team. You will be the voice of the community.
• Ability to work with minimal supervision: You will receive training from our talented community team to help get you started, but this is a remote role that will require self-motivation

Every person adds to the culture of our team. We look for people that are:

• Curious – Product Hunt was founded with an experimental mindset, an important principle when building something new
• Authentic – People seek authenticity more than ever. It's a value we hope to demonstrate inside and outside the company.
• Bold – Each person on the team should feel empowered to take measured risks to create an outsized impact
• Empathetic – Launching a product is anxiety-inducing. It's important each person on the team can empathize with makers and our community.
• Kittenish – We're serious about our work, but that doesn't mean we can't have fun :)

We're a distributed team across 9 countries including Bulgaria, Canada, France, India, Ireland, the United Kingdom, and the United States. It's important to us to build an inclusive team – across gender, ethnicity, and experiences – to best serve our global community.

A few of the benefits we offer:

• Competitive Salary
• Wellness stipend – Your health is important to us, too.
• Full health insurance coverage for you and your dependents if you live in the US and a generous stipend for outside the US.
• Company-paid laptop, WFH set up, and a monthly internet stipend
• Fluid work schedule – We don't believe in face time, work when you're most productive (outside the hours noted above)
• Generous vacation time – Hard work deserves time off, so please take it.
• Wellness Mondays. First Monday of the month is your time. Spend it however you want.
• Professional development stipend Grow, learn, and become even better at what you do.
• Live wherever – We don't care if you WFH or work from Hawaii (our team is fully distributed)

The salary for this role is dependent on location/cost of living and experience.

If this role sounds exciting and you can work from 5 am - 2 pm Pacific Time Monday-Friday, please get in touch. This is a fully remote role and may suit those in an EST time zone.

Plaid is hiring a remote Technical Support Manager. This is a full-time position that can be done remotely anywhere in the United States.

Plaid - Develop the future of financial services.

Apollo is hiring a remote Customer Success Manager. This is a full-time position that can be done remotely anywhere in the United States.

Apollo - Data-first sales platform.

Are you passionate about customers but savvy in marketing principles? Are you good at finding the hidden gold in customer stories?

Degreed is growing quickly with 400+ global clients, an award-winning product, and one of the most innovative brands in skills and learning. Our clients are involved in everything from product strategy to marketing to events, and our Customer Marketing team is a big reason why. We built a world class program, we move fast, we hold extremely high standards, and we’re looking for someone to take us to the next level. 

Good communication, a sense of urgency, and extreme attention to detail are the bare minimum. The ideal candidate is personable, resourceful and creative, and loves helping clients get connected to what matters most. 

Reporting to our Senior Customer Marketing Manager, you will work across our client experience, marketing, product marketing, and sales functions to deliver repeatable processes and meaningful connections. 

This is a visible and fast-paced role. Our clients are passionate and our teams are growing! 

• References: This will be your number one focus. This includes interacting with sales, client experience and our clients to deliver reference connections.
• Client Speakerships: Partner with Advocacy Manager to identify potential clients for speaking opportunities and manage the outreach to CX and Sales to confirm fit for opportunity.
• Managing the Advocacy Database: Working with customer-facing teams to identify and cultivate customer references, maintaining the database of customer profiles to be sure it’s updated and accurate.
• Advocacy PR: Partnering with the communications and PR team and tracking our clients in the media. 
• Metrics: Measure and report on the overall program against business goals by region, industry, product, etc.
• Case Study Publishing: Support publishing of new case studies, load images and finalized PDFs from Brand into HubSpot and update projects in Asana.
• Email Marketing: Assist in building monthly client newsletters and post-event follow up emails on Hubspot.
• Take Good Care of our Clients: Develop great relationships with our clients to both find and expand our advocacy database. Coordinate customer interviews and the strategy in addition to managing the internal/external review, approvals, etc.
• Develop and deliver monthly reports for tracking team initiatives’ success.
• Serve as administrator for advocacy-related technologies and platforms. 

• 2+ years of sales or marketing experience preferably in the B2B technology industry.
• 1+ year of advocacy or reference experience.
• Calm under pressure and able to manage multiple projects at once.
• Comfortable with communicating with all levels of an organization. 
• Hubspot, Gainsight, DOMO, Salesforce, Slack, and Google Workspace experience preferred
• Excellent communication, collaboration skills, sense of urgency, enthusiastic, intelligent, hard-working, results-oriented

• Comprehensive health insurance for you and your family (both PPO and HDHP plans available)
• Dental and vision plans for you and your family
• Employer-paid life insurance, AD&D, short-term disability, and long-term disability
• Company equity
• 401(k) Retirement Savings Plan with up to 4% match
• Company funded HSA and dependent care FSA (pending eligibility)
• Generous Parental Leave
• Unlimited Paid Time Off and 5 sick days per year
• Education benefit: Up to $1,200 per year for anything you want to learn (and we mean anything)!
• One-time Home Office Stipend to make your workspace more comfortable
• Monthly internet and phone stipend
• Monthly wellness stipend through Twic

Sastrify supports Tech, Finance and Procurement teams in buying and renewing SaaS subscriptions so they can focus on what matters while we save their time and money by applying best practices in SaaS buying and using a dedicated procurement team that benefits from a large database of benchmarks.

Join us on our new adventure to reshape the software-as-a-service industry!

We are looking for a passionate and driven Customer Onboarding Manager, who is eager to achieve the best results for our clients. You will work directly with, and for, our clients, making sure they have the best onboarding experience and supporting them throughout the process with the aim to provide the best customer experience. You will have the chance to significantly contribute to improving our onboarding processes and to play a key role in building up long-term relationships with our customers and to tackle new challenges in the world of software-as-a-service.

What you’ll do as our Customer Onboarding Manager

• Onboarding and training of new customers, helping them to understand our tool and supporting them in optimizing their SaaS procurement practices
• Helping customers to work successfully with our SaaS platform, connecting with key customers and stakeholders, involving different stakeholders within organizations
• Onboarding customers on our tool and helping them understand the value our product brings, providing the best customer training and support while helping them to discover aspects of the product that are most beneficial to them
• Being the go-to-person for all onboarding related topics for both our customers and our internal stakeholders, collaborating closely with our customer success team in order to improve procedures and to solve customer requests
• Constantly improving processes and introducing measures in order to enhance our onboarding procedures

Requirements

• Fluent in English AND Spanish
• You have 2+ years of experience in customer success, account management, or strategic consulting
• You possess strong interpersonal skills and experience building long-lasting relationships - internally and externally
• You are a self-motivated and proactive team player with innovative ideas to inspire customer loyalty
• You have outstanding written and oral ability in English
• Experience in B2B SaaS is a big plus, but not a must
• Bachelor’s degree in the field of Business Administration, Economics, Management or in a similar discipline is a big plus, but not a must
• You are comfortable working remotely (we don't have an office)

Benefits

• Build strong market expertise in high-growth SaaS market
• Expand your business network (most of your customer contact points will be with management and C-level executives)
• Full responsibility from day one
• Work with our amazing international team
• Monthly Virtual Team Events
• Learning budget
• State of the art equipment (also for your home-office)
• Fully Remote (you can work from anywhere)
• Full Benefits (medical, vision, and dental) from day one

As an equal employment opportunity employer, Sastrify is committed to promoting an inclusive work environment. We want all of our employees to feel valued, appreciated, and free to be who they are at work, regardless of race, colour, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

Finalis is building the largest investment banking platform in the world. 

We deliver a one-stop-shop to engage with and drive results for independent M&A advisories, placement agencies, and boutique investment banks. Finalis provides a network for them to synergistically collaborate with each other. We are replacing a fragmented and rigid infrastructure with a unified and customizable white-labeled platform that enables the next generation of dealmakers to win and close more deals. 

Join us in disrupting the securities industry, for good. 

Job Description:

Finalis is a fast-growing tech startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We’re looking for a Customer Success Associate who will roll up their sleeves and support our team from inside the trenches. As a key member of our customer success team, you will help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant account management or sales experience and a demonstrated record of success.

A Customer Success Associate develops and maintains long-term business relationships by serving as an internal advocate and client liaison. Typically a “people person,” by nature, they have a hybrid of soft and hard skills required to master technology and manage customer relationships. These professionals are driven to uncover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations. The best Customer Success Associates demonstrate superb communication, organization, and time management skills, and are able to effectively handle a number of erse and complex problems at the same time.

Responsibilities:

• Own overall relationship with assigned clients, which includes managing onboarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services

• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team

• Assist in planning and development of corporate communication strategies

• Assist in developing new media communication strategies

• Provide logistics, planning and preparation support for company communication events

• Assist in developing multimedia projects (videos, presentations, infographics, webinars, virtual event platforms, podcasts, web meetings, etc.) that promote awareness and understanding of all aspects of our work to both members and external audiences

• Monitoring and analyzing current events in the sector

• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

• Maintain existing customer success metrics and data as directed

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them

• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals

• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

• Colley documentation or visuals for client to demonstrate performance of campaigns; analyze trends in a-borate, problem solve, and/or strategize upcoming client meetings with team members

• Prepare necessary C-Sat/NPS scores to identify areas of improvement

• Work with the sales and marketing team to drill customer references and develop case studies

Requirements:

• 3-5 years of experience in communications, marketing, sales, account management, or customer success

• Strong verbal and written communication, strategic planning, and project management skills

• Analytical and process-oriented mindset

• Comfortable working across multiple departments in a deadline-driven environment

• Active team player, self-starter, and multitasker who can quickly adjust priorities

• Bachelor’s degree

• Proficient English Level

• Experience using CRM software and project management tools

• Event planning experience a plus

Our CSR will assist clients with arrangements, reservations, changes, documentation needs, and miscellaneous needs.

Our Ideal Candidate:

• Becomes an industry expert and extension of our clients' needs

• Answers communication from prospective and return clients and assist them

• Supports current clients over the phone/text/email/messenger regarding arrangements, reservations, changes, documentation needs, and miscellaneous needs

• Assists current or prospective clients with questions or inquiries

Requirements:

• Ability to complete virtual training independently

• 10 days of virtual initial training = must be a self-starter

• Continued learning

• Previous customer service or sales experience

• Excellent communication, phone skills, and phone etiquette

• Basic computer skills to include experience or knowledge Zoom, email, social media, texting

• You should be professional and positive and also possess a high degree of self-motivation and have the ability to work independently in your job

• Excellent time management and administrative skills with keen attention to detail

Equipment:

• Must have a computer/PC/MAC or SmartPhone with Chrome or FireFox

• Web camera

• Must have access to wired high-speed internet

No set schedule: You determine your hours

Customer Service – Event Expert

Remote – USA

SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we’re simplifying and modernizing the ticketing industry.

By catering to both consumers and enterprises, we’re powering a new, open entertainment ecosystem where fans have effortless access to experiences, and teams, venues, and shows have seamless access to their audiences. Because everyone should expect more from ticketing.

As a member of our Customer Experience (CX) team, you’ll be the voice of SeatGeek to our customers. You’ll resolve customer issues through a high volume of customer contacts (phone, email, and chat) and stay in the know about SeatGeek’s latest features, our Enterprise clients, and SeatGeek ticketed events. We are passionate about providing ridiculously good customer service, and our Event Experts are some of the best in the industry. The Customer Experience team assists our users 7 days a week, 365 days a year, so some holiday work will be required. You must be able to work one of the following 8 hour shifts: either a 9am-5pm ET, 12pm-8pm PT, or 2pm-10pm PT schedule.

What you’ll do

• Provide specialized support for our customers through email, chat, and notably SeatGeek Enterprise customer phone support, with availability to work on the weekends
• Use metrics and consumer insight to help make SeatGeek better, and work with your managers to evaluate your performance amongst your peers and against success benchmarks
• Work daily with tools like Talkdesk, Zendesk, our internal admin, Slack, Google business tools, Github, Looker, Jira, and more
• Go above and beyond for our customers
• Attend 1 on 1 and group strategy meetings weekly
• As you become an expert in first point of contact support at SeatGeek, you will earn the ability to phase more project work into your job, handling more specialized and escalated customer contacts, and will be entrusted to use your time to make changes to benefit CX and SG as a whole

What you have

• Love for live events and an understanding that purchasing tickets to see your favorite band is not the same as buying a stapler – You can empathize with SeatGeek customers
• Bachelor’s degree (or equivalent experience) and experience working in Customer Service – Experience at a tech startup or high-volume company is a plus
• Understanding of the value of using data to make intelligent decisions and compelling arguments – You aren’t intimidated by numbers
• Strong communication skills and the ability carry on a conversation with anyone
• Passion for technology and customer experiences
• Ability to keep a level head- You don’t get easily flustered
• Strong work ethic
• Ability to adapt to seasonality and tech innovation- You’re flexible when it comes to adjusting your responsibilities based on the needs of the business
• Reliable, high-speed internet (at least 35 Mbps, 50+ Mbps strongly preferred)
• Proficiency in Spanish is a plus

Perks

• Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
• A WFH stipend to support your home office setup
• Flexible PTO
• Up to 16 weeks of paid family leave
• 401(k) matching program
• Health, vision, dental, and life insurance
• Annual subscriptions to Headspace, Ginger.io, and One Medical
• $120 a month to spend on tickets to live events
• Annual subscription to Spotify, Apple Music, or Amazon music

The salary for this role is $19/hr. Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.

SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that ersity is a positive attribute and we welcome the differences and benefits that a erse culture brings. Come join us!

About the role

We are seeking a Support Advisor to help our Users by answering their support emails. This person will be the front line Advisor who will resolve or escalate Convictional User issues. Our Support Advisor will:

• Ensure merchants have a quick response time by staying on top of their assigned tickets, with same-day ticket review

• Enable customer success using documentation and business coaching strategies

• Identify, document and share pain points with their Team/Lead to mitigate repetitive escalations

• Spot trends in support interactions and effectively communicate observations internally

• Own their development through learning, reflection, reviewing past interactions and preparing to discuss growth opportunities with their lead in regular 1:1 meetings

About you

• You are the most resourceful person you know

• You persevere to find solutions even when there is no clear path

• You communicate clearly no matter the medium. Defined interpersonal skills that lead to productive conversation with anyone

• You have conviction and courage to drive decisions and defend positions as appropriate

• You think in systems with a capacity for problem solving

Experience

• 1+ years of experience with e-commerce front line support

• Proven ability to work with a wide variety of customers in different roles, verticals, and company sizes

• Ability to work and learn at a very fast pace

Compensation

• $80,000 salary

• $12,000-$20,000 in stock options

• Comprehensive benefits including Healthcare Spending Account

• WFH stipend and corporate cards to ensure you’re never waiting for reimbursement

• 4 weeks paid vacation + one week shut down at the end of the year

Disclaimer

We are only prepared to hire candidates currently living in Canada and the United States and are unable to consider other international applicants.

Your location of employment will be your home office, however you will be expected to travel within North America roughly once per quarter to effectively carry out your responsibilities.

The Player Success Agent is responsible for the operational day-to-day assessments, interaction and reviews of customers.

Job responsibilities include:

• Dealing with inbound customer communications, including bonus/promotional queries, questions around specific sports/esports markets and dealing with account queries around customer login, detail change and account closure.

• Knowing which team to escalate inbound queries, if necessary.
• Dealing with customers who display signs of problem gambling through interaction with yourself. Knowing how to spot the signs and the subsequent action required.
• Dealing with multiple queries at a time, staying focussed and replying in a timely manner to customers.

• Handling new AML/SG triggers and alerts from start to end in real-time, including conducting thorough risk assessments, interacting and full audit logs.
• Handing PEPs, Sanctions and adverse Media checks in real-time, along with a full audit log..
• Interacting with customers (inbound and outbound) via calls, chats and emails regarding any topic related to Midnite.
• Working with the Trading team in real-time to identify accounts of note and any subsequent actions.
• Preventing and identifying all types of fraud on accounts, blocking accounts where necessary.
• Identifying any risks associated with new users in real time, and handling them appropriately on a risk-based approach.
• Detailed handover with the day team, referring accounts of note notes or accounts to watch, escalating high-risk accounts as required

Requirements

• Working under pressure - Working in real time, ensuring you react to alerts quickly, particularly in a faced paced environment.
• Analytical - The ability to take data, process it and make necessary conclusions and actions off the back of it.
• Communication skills - Strong verbal and written communication skills, to interact with customers and colleagues.
• Independant working - The ability to learn and take on information quickly and work independently at times.
• Proactive - The ability to search for suspicious customers/customers at risk before it is too late. Looking for the issues before they become more of a problem.
• The right fit - Here at Midnite, we are looking for someone who can fit in well with our culture and work closely with a small team.
• Fluent in Spanish and English

Working Hours:

• Requirement to work 4 in every 7 days, 9pm - 8am Brazilian time
• On a rotational basis with one other staff member

• Organised - The ability to juggle multiple tasks at once, whilst maintaining excellent standards

Benefits

• A ground-floor role in which you’ll be integral to our company culture and help shape the direction. You’ll be part of a growing community of Midnite employees, partners, investors, and advisors, all focused on our common goal. We love to do things together with regular company-wide meetups, games nights, and team retreats.
• Flexible long-term work options (remote and hybrid).
• Our team combines years of experience building world-class betting technology with deep esports and sports domain expertise. We are as intentional about building a durable company and inclusive culture as we are about perfecting our product, and are serious about flexible work and professional development.