Hi, we're Banzai!
We’re out to solve the #1 business challenge for all B2B Marketers – proving Marketing ROI.
Through The Banzai Platform, we provide marketers the campaign insights they need to make better marketing decisions – and we do it all in one platform, so it’s super easy. We know marketing is hard enough – why make it harder?
Our mission is to help our customers accomplish their mission – through better marketing, sales, and customer success outcomes. Our vision is to increase the value of every customer interaction for every company in the world.
Ready to join us?
Summary:
The role of the customer support specialist is to be the front lines of Demio and the customer advocate. You should have a real excitement to see the Demio customers win, successful webinars run, and thrive on that great feedback. This is the customer-experience we always want to create.
Expectations of Role:
At a high level, this role is all about listening and being empathetic to the needs and requests of our users. We are always there to try to go above-and-beyond for our users to make sure we move them to success.
At a more detailed level, the customer support specialist works inside of the Intercom help desk answering live chat and email questions from users and leads. Your role will be to prioritize these questions, investigate the issue, and respond with a well-thought-out answer to help them solve the problem. There may be feature questions, use case questions, feature requests, billing problems, churn requests, or the occasional webinar issue. See correct procedures, troubleshooting steps, and internal information to help resolve user inquiries in ‣.
Like any other role in Demio, Customer Support Specialist role implies active participation in the department and company life. We expect the team members to participate in scheduled team calls and to be engaged in the department and company initiatives to help us test theories and constantly improve the way we work.
This role would report to the Manager of Customer Support, who'd be able to help with questions and provide support. The manager of Customer Support is reachable via Slack for any admin questions (schedule, time off, performance, etc.), ideas on how to improve processes, and any other concerns.
Monthly 121 meetings with the Manager of Customer Support will be organized for the team members to share any concerns, questions, issues privately during the call as well as to get honest and transparent feedback on how they are doing to have a chance to constantly improve upon that feedback.
And they can reach out to the Manager of Customer Support with admin questions (schedule, time off, performance, etc.) and ideas on how to improve processes as well as with any concerns at any time.
KPIs for this role will be weekly QA review scores, individual Intercom reports KPI's, Team and Manager of Customer Support feedback.
What an average day/week looks like:
Once a week on Tuesday team meeting, we'll review the tickets as a team, review team KPI’s and review any major issues. We will outline what we can expect for the week, any new initiatives, and bugs we’re expecting to be crushed. You can check #support-updates channel for latest updates too.
- Log in to your Slack app when you are scheduled to start the day and high five the team already on!
- Review updates in Slack from your teammates on internal updates, urgent tickets, new bug fixes, or what's going on in the company for that day. Communication is always key here in a fast-moving company!
- Log into Intercom and review the conversations going on for the day and see if anything should be reviewed prior to starting your shift. If we have any backlogged conversations, you can start tackling those and following up with users.
- Inside of the Intercom help desk, we’ll be doing live chat and email responses to help our users succeed with Demio! That means quickly diagnosing priority on tickets, understanding customer use cases, and product issues.
- By default, you'll want to prioritize tickets in the following order: Emergencies>Premium users> Paid users> Growth Trials> Churn ninjas> Leads.
- You'll want to handle tickets from the oldest to the newest unless there's a critical/urgent ticket is identified that needs to be addressed asap.
- Try not to avoid/skip lengthy/difficult tickets as it's unfair to other team members and we'll do all we can to maintain a fair distribution of tickets and the future of supportive and enthusiastic teamwork.
- It'll be important that you keep communication strong with the support team (especially during transitions) on what’s going on and where! If you are taking a break or leaving the desk to work on something else, post a note in the support-chat. If you’re late or need to leave early - communicate this to the team, nothing goes unnoticed here ;)
- When the scheduled time for your to leave has come, you can high five your teammates again when you log off and update the team in Slack with your daily update! Then log out of all systems and delete user files from your computer.
Benefits
- 401(k) plan (US based)
- Health, Dental, Vision, Life, and Long-Term Disability insurance (US based)
- Unlimited PTO policy (salaried) or hourly PTO policy
- Remote first company
- 12 weeks fully paid parental leave
- Working with a truly mission-driven team motivated by excellence
- Real room for growth in professional and personal development
- 2 paid mental health days every quarter, plus one full week of paid mental health rest every year
- Clear objectives, direction and empowerment from executive leadership
Job Type: Full-time
Pay: $14.00 - $16.00 per hour
Expected hours: No more than 40 per week
Benefits:
- 401(k)
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Work from home
Experience level:
Shift:
Work setting:
Work Location: Remote