B2B SaaS Customer Success Specialist-REMOTE

Job description

About Us:

We are the leading player in the SaaS A/B Testing and Conversion Rate Optimization space for e-commerce websites, launched in 2016 to help websites and online stores improve their conversion rates and sales.

About the Role:

FigPii is looking for a motivated, solution-driven Customer Support Specialist to help us deliver world-class service to our global customer base.

This role involves talking to our customers, answering any questions, and handling incoming support tickets.

The role also involves assisting new customers with onboarding on the platform and the initial technical setup required to get started with our platform.

The role also involves identifying opportunities to improve the overall customer experience, championing the Voice of the Customer, and working on initiatives to improve our support offering continuously.

You'll need a keen eye for detail, a passion for helping customers & the ability to critically analyze processes. A positive attitude & proactive approach go a long way in this role, as does being naturally curious and resourceful.

Minimum requirements:

• 1-2 years of experience working in a B2B SaaS customer support role
• HUGE PLUS: Intermediate JavaScript knowledge
• Excellent written/verbal communication skills
• High energy and positive attitude
• Ability to take initiative and ownership, but also direction
• Comfortable working in a fast-paced and dynamic environment
• Proactive self-starter who is dedicated, eager, and driven to succeed

Our ideal candidate:

• Is a team player
• Is a self-starter/self-learner
• Has experience providing technical support across multiple products (ideally SaaS products)
• Enjoys a fast-paced and fun working environment
• Comfortable working with a globally distributed team
• Has experience working with stakeholders and internal teams to drive product improvements
• Has experience using a ticketing system to provide email and chat support (Helpscout preferred)

Some of your key metrics include:

• Response time SLAs
• Customer satisfaction
• Adherence to support processes
• Productivity & efficiency
• Internal quality assurance

What's in it for you:

In addition to joining a creative and international start-up, as a permanent employee you'll enjoy:

• Paid training and learning opportunities
• An exciting job that will offer you technical challenges every day
• Flexible working hours
• Paid time off
• Monthly mental health days (we’re off on the last Friday of every month)

• • Working with a great team (everyone says this, but we're serious—we're pretty great)