Customer Support Specialist - SmartMoving Software (Dallas, TX)
Full Time
Dallas, TX
Posted
Job description
SmartMoving is the fastest-growing SaaS solution in the moving industry. We provide an end-to-end CRM system that allows moving companies to run their entire operation through our platform in order to drive efficiency, increase revenue, and have full visibility into every aspect of their business. We pride ourselves on having the best solution in the industry as well as understanding and delivering best practices and excellence to our customers.
Description
The Role: The Customer Success department at SmartMoving exists to help our customers realize as much value out of our software as possible. As a Customer Support Specialist, you will be a part of the Customer Success organization and act as the first line of communication with many of our customers. This critical and unique function will be an expert on our product, be able to troubleshoot issues, work across internal departments, and strive to create a world class support experience for our customers.
We are looking for an experienced individual who is passionate about customer service. The ideal candidate is a problem-solver, who is able to learn and understand technical applications. The Customer Support Specialist must be both empathetic to the customer’s needs, responding with the appropriate level of urgency, and recognize where additional products, services or support may benefit them.
As a team, we are flexible, agile, and love to learn. We believe in getting to know each customer and understanding their unique needs while at the same time utilizing technology to drive efficiency. We believe in continuous improvement and doing what it takes to make our customers successful. If you’re a person who is driven by delivering customer results, happiness, and success, in an environment where you can use your experience to the fullest every day, then this role is for you!
What you’ll do:
- Work as part of the larger Customer Success organization which includes offshore Customer Support Agents
- Act as the first line of all support escalation needs
- Directly interact with customers to answer their questions and solve their problems through chat, email, and phone
- Ensure we are meeting our SLA with all customers through our support channels
- Weekly monitoring/scoring of offshore teams customer engagements to ensure we are meeting our quality standards
- Identify learning/training opportunities and drive education with the broader team
- Weekly reporting on KPI's to broader team and leadership
- Identify areas of automation and improvement in order to operate more efficiently
What you’ll need
- At least 2 years of professional experience in Customer Support or a similar role
- Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes
- Strong interpersonal skills
- Highly collaborative, organized, and execution-oriented
- Ability to learn new technology and become an expert in it
- Experience working with customer communication tools (ex. Hubspot, Intercom, Gainsight, etc.)
Why join us
Working at SmartMoving can accelerate your career and give you the opportunity to work with world-class talent. We’re a team that loves what we do and we all thrive on our ability to make an impact for our customers. There are many benefits that come with working with us such as:
- Hybrid work environment
- Competitive compensation packages
- Fun, high-energy culture
- Opportunities to learn, grow, and advance within a fast-growing SaaS company.
- Health benefits and 401K
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