Customer Support Associate, Customer Success - Boston, United States - Jebbit

Description

**Customer Support Associate, Customer Success**

at Jebbit Boston, MA. On the Jebbit Support team we strive to be the differentiators that set our company apart from the rest. Each interaction with Jebbit platform users is an opportunity to exchange value and provide an experience that our customers wont be able to find elsewhere. As a **Customer Support Associate** at Jebbit, you will be a key player in ensuring the success and happiness of all of our platform users and you will have the opportunity to make a major impact for our business as a whole You will primarily communicate with users via chat and email, but will occasionally be expected to hop on zoom calls with customers. You will be responsible for educating clients on the value of the Jebbit platform and for providing solutions and workarounds for all platform related questions. Because you will be on the frontlines working directly with customers, you will also be responsible for reporting platform bugs and product gaps to our Product and Engineering teams to promote customer retention and platform stability. We are looking for a scrappy problem solver You are someone whos unafraid to jump into messy problems to find solutions. You will spend a good amount of your time testing and troubleshooting within the Jebbit platform and will be expected to become a platform expert.

**Responsibilities:**

Communicate directly with platform users via chat and email to understand the needs of our clients and provide step-by-step guidance to resolve all platform related issues

Field incoming bug reports from platform users and submit bug tickets via JIRA to our Engineering team

Submit feature requests to our Product team on behalf of our clients when users encounter product gaps

Follow up with all users that you work with to ensure their issues are completely resolved

Use a tagging system to classify and track customer issues

Constantly build, test, troubleshoot, and look for workarounds and best practices in the Jebbit platform

Educate customers on new features and inspire them to use Jebbit tools more efficiently

Help to ensure all client facing documentation in our help center is up to date

**We're looking for people who are:**

**Experienced:** You have at least 1 year of experience at a tech and/or SaaS company.

**Problem Solvers:** Youre an investigator. When youre unsure of how to address a client concern, you turn to the tools in your toolbox and use them to troubleshoot, test, and find solutions for our platform users.

**Determined**: You strive for high performance and results. You like to produce work that you are proud of.

**Tech Savvy:** You feel comfortable using different software tools to perform your responsibilities and are excited to become a Jebbit platform expert.

**Adaptable:** You fly by the seat of your pants and roll with the punches You stay positive and resilient amidst the frequent changes of a startup.

**Team Players:** Our Support team is small but mighty. We all work together towards a common goal of providing our customers with value. Its essential that you can loop in the right teammates when you feel extra help is needed, and that you also respond to teammates who may have to loop you into complex issues from time to time.

**Compensation & Benefits:**

Jebbit offers a competitive compensation package commensurate with anticipated duties and responsibilities. Benefits include flexible vacation, 401k, medical, dental, and vision insurance, 12 weeks paid parental leave, and wellness stipend.

Jebbit is all about Culture Add, not Culture Fit. We know we serve our customers better when we involve as many different perspectives in our problem solving process as we can. Our team is made stronger by what makes you unique, so we hope youll bring your whole self to the job.

Jebbit is an equal opportunity employer and values diversity amongst our team. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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