Customer Happiness Specialist - remote

Customer Happiness Specialist

Remote

Full Time

Mailparser &Docparser

Mid Level

About SureSwift Capital

At SureSwift, were building the company we want to work for, and wed like to give you the opportunity to join our fully remote team of 90+ people around the world.

SureSwift places a high emphasis on a positive work-life balance. We all work remote and focus on building a culture of being known as exceptional operators of excellent SaaS business where everyone thrives!

SureSwift Capital is proud to be an Equal Opportunity Employer. We are looking to fill this role in our Canadian or US market.

About Mailparser &Docparser

Mailparserhttps://mailparser.io/is a B2B SaaS solution that automatically pulls data from emails to gain workplace efficiencies. Mailparser enables its users to extract all relevant data fields from incoming emails that contain important data in the email body or in the form of attachments using parsing rules they define. Extracted data can be sent back to our customers via various integration options in real-time.

Docparserhttps://docparser.com/is a SaaS data capture solution that extracts data from documents (PDFs, MS Word, Image files) and can then send that data automatically to a customers system, a spreadsheet, or any number of places via various integration options. Data is extracted quickly and can be sent back to the customer in real-time.

Your Daily Challenges

When we welcome you aboard as a full-time Customer Happiness Specialist, well introduce you to your team, which consists of the Product Manager, fellow Customer Happiness Specialists, and software engineers. These are the people youll work closely with day-to-day.
Once you get settled in and learn more about the team, your day to day activities will look something like this:

• Answering help desk tickets and live chat in an accurate, effective, and timely manner
• Meeting with customers via webcam to help navigate and resolve challenges
• Lead weekly webinars for current customers and weekly demos for potential users
• Onboarding new customers and leading onboarding sessions
• Field inbound calls from potential customers and leverage scheduled calls to convert trial users to paid users
• Collaborate with your development team on any tickets that require their input
• Work with your Product Manager and fellow Customer Happiness Specialists to improve the customer experience
• Track and report your success
• Attend weekly team meetings
• Other duties as assigned

  Your Experience and Qualifications

  • 3+ years experience in online customer service
  • Ownership of Customer Success and Happiness
  • Experience using a Help Desk Ticketing System (e.g. Help Scout, Zendesk etc) and Jira
  • Previous experience in converting inquiries to paid users is a plus!
  • Self-starter, capable of working independently
  • Strong organization, multi-tasking, and time management skills
  • Strong analytical and critical thinking skills
  • Excellent and clear English communication skills, both written and verbal
  • Previous SaaS experience is a plus!
  • Ability to learn and then educate around new software applications quickly
  • Experience working in an entrepreneurial / startup environment
  • Experience working with remote teams

    Your Compensation

    The annual pay range for this role is expected to be between $35K –$45K USD or $47,566 –$61,157 CAD. Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed and the applicants skill set.

    Background checks will be conducted on final candidates.

    Thanks for the time you took to read about this opportunity.