Title/position: Level 2 Technical Support / Customer Support Advocate
Employment type: Full Time
Min. Experience: Two years
We hired a really great person for this job six months ago - and now we need another really great person to join her and the rest of our fast-growing team.
We're looking for someone to join our hardworking, committed phone and written ticket support team to make raving fans of our new customers and to get our existing merchants raving even more. We consistently score 95% or higher on our support ticket ratings. We're small enough to know many customers by name but growing fast so we interact with new ones every day.
Our customers are entrepreneurs who use our system to manage their recurring revenue business.
Who Are We?
Chargify is a young, profitable and growing company which, in addition to creating a terrific product, has invested significant capital to provide its customers with the best support possible 24 hours a day, 7 days a week (don't worry...we don't expect you to work more than 8 hours a day, 5 days a week).
We have an open, amiable CEO who engages customers on a daily basis, a CTO with a clear vision of the company's path forward, a stable of seasoned entrepreneurs as backers and advisors and a close-knit team of remote workers who created Chargify and who work every day to make it even better for our merchants. Our team is engaged, curious, funny, inclusive, thoughtful, smart and reliable. And growing fast!
We're looking for someone who shares our passion for our product and who will find ways to help our merchants get the most out of it. We want to find someone whose communication skills and whose empathy in interacting with our customers match their technical skills. You must be an excellent writer. Your enthusiasm for solving problems and helping others should shine through in all of your verbal and written interactions.
We all have to deal with a tough customer once in a while. Luckily our merchants are an amazing bunch: individuals who start and grow companies and want to leave the detail of recurring billing - and the compliance issues associated with storing and using credit card information - to us.
Our support group includes a contact center which handles L1 calls, three professionals who handle sales and L1 tickets, and three specialists who handle all of the escalations to Tier 2. You would be the fourth to join that team.
We collaborate every day - starting with a morning standup - with the company's co-founders, development, engineering and sales teams. Our development team is happy to help when you've thought through possible solutions and need a hand. Or when you find a bug. They can also answer general questions about Legos, or coulrophobia and oclaphobia.
Because we are looking for someone who is passionate about customer support, this position is not a stepping stone to a development job.
Required skills and experience
About the position
Your daily responsibilities include handling routine Tier 2 queries, updating documentation, assisting the sales team with technical questions, interacting with development team to report bugs and to elicit their help on more complicated tickets which require expert knowledge
We are a small team so we share responsibilities as needed.
This is a remote position so you are free to work anywhere in the USA.
You're expected to maintain a fairly regular day-to-day schedule and to be in the office and responsive during your chosen work time. That said, we offer lots of flexibility for adjusting your schedule based on personal/family needs.
Preference will be given to individuals who can work from 3p-11p Pacific (although you don't need to live there - just able to work that schedule).
Our team is spread across the country but we have small groups in Sacramento, CA and Raleigh, NC.
US citizens will be eligible for our benefits package which includes:
All team members are eligible for paid conference attendance/travel and periodic team meet-ups.
Chargify is a globally-recognized leader in the Recurring Billing and Subscription Management space. Since 2009, we have delighted thousands of merchants with our ease of use, customer service, and reliability.
We were incubated inside Grasshopper (grasshopper.com), received investment from entrepreneur Mark Cuban in 2011, and achieved profitability in 2012. Our small, agile team is entirely remote. We work hard, have fun, and love to make it easy for merchants to manage their subscription-based business.
Preference will be given to individuals who can work from 3p-11p Pacific (although you don't need to live there - just able to work that schedule)