About the team

You will be part of a diverse and growing Customer Support team, which spans multiple time zones and continents made up of different specialty teams such as billing, compliance, and technical support. You will report to the Customer Support Manager and work as part of a team of other support advocates.

About the Role

We are on the search for people who love helping others use our Typeform product in the best way possible. Someone who is empathetic and wants to work collaboratively as part of a team to create a remarkable customer experience as our product and processes evolve. Someone who doesn't have all the answers yet, but really wants to learn.

Things you will do:

• Respond to user inquiries by email, chat, and other channels
• Become a Typeform expert. Educate and inspire users to get the most out of our platform. Open to learning new products, as needed
• Provide a consultative support approach beyond the customer's initial query and educate on the opportunities our products offer
• Delight our customers with the best quality answers that meet our high-level standards of customer satisfaction
• Follow Typeform best practices in tagging customer queries to help our operations team with data collection and analysis
• Be a team player and always provide feedback about new feature requests, pain points, and knowledge base improvements
• Work closely with your Team Lead to collaborate with other teams such as marketing, product, and engineering to provide the best service and help us grow as a company
• Identify issues in the platform, troubleshoot and report them to our technical support team
• Understand and adhere to scheduling guidelines and processes to ensure service for our customers
• Process refunds, upgrades and downgrades and document changes accordingly
• Review and respond to billing inquiries including invoices, taxes, disputes/chargebacks, pricing and coupons

What you already bring to the table:

• You have at least 2 years of experience working in a customer-facing role (Customer Support, Customer Outcomes, Community)
• You can meet our team's productivity and quality standards
• You have strong written and verbal communication skills
• You're motivated to learn fast to become an expert in our products
• You can solve problems with varying complexity, focusing on the customer's needs
• You know how to prioritize tasks efficiently
• You are able to manage multiple competing priorities related to daily tasks
• You're a team player with the ability to work together with other teams
• You have schedule flexibility to work on weekends or bank holidays
• You demonstrate the ability to show empathy and responsibility for our customer queries providing them with the best answers
• You've experience working with these platforms: Customer Support or CRM platforms (for instance, Zendesk)

Extra awesome:

• You worked with integrations and API
• You've worked in an Agile environment
• You don't mind working on weekends