SalesHood - Sales Enablement Platform

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Customer Support Specialist – East Coast

SalesHood is the leading sales enablement platform created to help companies improve sales productivity and revenue outcomes. The SalesHood Sales Enablement Platform helps companies get their teams teams on message, with the right coaching and content, at the right time. Engagement is high and proven to impact outcomes. Revenue results are fast. SalesHood’s customers are doubling win rates, exceeding quota attainment, and improving time to ramp. For more information about SalesHood, visit us at https://www.saleshood.com.

Description:

The Customer Support org at SalesHood is responsible for keeping our customers happy, especially when things go wrong. We work closely with the Product and Dev teams to resolve technical issues and continuously improve our user experience. We are headquartered in San Francisco, but are looking for an East Coast candidate (within the USA). To apply for this role, please also include one improvement that you would make to the support org at your previous company.

Responsibilities:

Day to day: 

  • Resolving support requests via email/phone with a customer-centric approach. This involves communicating complex, multi-step solutions/information to the customer
  • Maintaining our SLAs (Service Level Agreements)
  • Escalating critical/sensitive tickets, when appropriate
  • Gathering feedback for UI/UX improvements and feature requests
  • Replicating technical issues and reporting them to the Dev team

Once you’re a SalesHood product expert, you will have other opportunities such as:

  • Authoring internal/external knowledge base articles
  • Creating Support related content in our SalesHood library
  • Various cross-departmental projects
  • Being on the interview panel for future Support candidates

Requirements

  • Based on East Coast to support EST business hours
  • Minimum 1 year of previous customer support experience — SaaS preferred
  • Strong writing, communication, and troubleshooting skills
  • Experience with a support ticket system — Zendesk is a plus!
  • Ability to correctly prioritize (and re-prioritize) your queue of support tickets
  • A work style that’s self-directed, you can work on a team and work autonomously
  • Flexibility — you can adapt to changes in your schedule and responsibilities as needed based on business demands

Nice to Haves:

  • Previous role in SaaS support
  • Familiarity with JIRA or other bug-ticketing systems
  • Experience working with remote teams
  • Experience working for a small (<50 employee) company

Applicants must be legally authorized to work in the United States. 

To apply for this role, submit your resume here.