Customer Support Agent

Endear is looking for a thoughtful and organized customer support agent who is passionate about problem solving, operations, and owning the support experience for a growing SaaS company.

As Endear’s customer support agent, you’ll be in charge of the front line of Endear’s highly-rated user experience. Separate from the sales team working with individual accounts, customer support at Endear serves as the face of the platform’s ever-present, always available live chat and support email channels (powered by Intercom), going above and beyond getting a ticket closed and instead helping users get the most out of Endear in real time. With an eye on how customer satisfaction can result in upsells, retention, and the overall health of the company, this job balances scalability and efficiency with friendliness and empathy. On top of fielding user questions with accurate responses, this person will be responsible for scaling the live chat experience both for users and other live chat agents.

In this role you’ll report directly to the CEO, with the opportunity to grow your position into a broader managerial role overseeing customer experience based on performance. You’re right for this role if you have an affinity for problem solving, operational excellence, and user engagement.

Responsibilities

• Ensure customer questions are answered promptly, correctly, and with the Endear voice
• Establish cadence for regularly improving content, both customer-facing (e.g., saved replies, help articles) and internal support facing (e.g. troubleshooting guidance)
• Establish and maintain in-app onboarding flow
• Educate users on how they can help themselves via our help center, academy and blog
• Maintain and manage CX schedule for broader CX team
• Build strong relationships and work in tandem with other departments including sales, marketing, and product
• Stay on top of escalated issues involving multiple stakeholders to ensure resolution
• Save at-risk customer relationships by providing the highest level of customer service
• Report to team at large on issue trends / new user challenges and propose process improvements to make support more effective and efficient
• Preempt user confusion on new feature launches, product updates and downtime by keeping users informed of what’s coming to the app
• File bug reports for issues that need engineering fixes

Requirements

• 1-2 years experience working at a SaaS company
• 1+ years experience with customer support
• 1+ year working at a startup (50 people or less)
• Proficient in Intercom
• Strong written and verbal communication skills; comfortable jumping in and engaging with new people
• Creative problem solver with a passion for software and technology
• Enjoy working in a fast-paced and ever-changing environment with a high attention to detail and the ability to prioritize tasks
• Self-starter who is eager to learn and grow beyond the role by having an "all hands on deck" attitude
• Comfortable working remotely

Benefits

• $50,000-75,000 annual salary
• Comprehensive healthcare plan (including medical, dental, and vision)
• 100% remote work with optional co-working stipend
• Stock option plan
• Unlimited PTO (+ Public holidays)
• Flexible working hours