Customer Advocate (T1)

The reason behind the role… 

Reporting to the Senior Manager of Customer Support, we are looking for a Customer Advocate (T1).

Location: Remote! We have offices in Atlanta, GA and the Greater Toronto Area, but you may also work remotely across the US or Canada, depending on your residency.

You will have the following responsibilities:

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services

• Directly troubleshoot customer issues and resolve them by implementing attainable solutions

• Evaluate and escalate bugs to development as they come to your attention inside the product

• Provide feedback to develop support processes. Your input will ultimately add value for our customers

• Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation).

• Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner

• Work cross-functionally with other members within the organization

Does this sound like you?

• A bachelor’s degree or equivalent experience

• Previous experience in a high-volume support/customer service role 

• Analytical mindset with strong research and problem-solving skills

• Applicable technical writing skills

• The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner.

• The ability to multitask and prioritize trouble tickets as they come in

• Clear and concise communication skills

• A strong growth mindset and a desire to learn

• A natural puzzle solver

A few ways to stand out, but not required:

• Previous experience working for a SaaS startup

• Experience with ticketing systems like Zendesk

• Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.)