Customer Advocate, Maze

• You’ve demonstrated customer support experience, preferably in a SaaS B2B setting
• You possess excellent written and verbal communication skills
• You're a natural-born evangelist with infectious enthusiasm
• You possess empathy and patience when dealing with customers facing challenges
• You have the ability to think on your feet, learn a complex product inside and out, and discover creative methods to resolve customer issues
• Your analytical and problem-solving skills are strong and you are able to identify and resolve customer issues
• You are comfortable following logical troubleshooting steps and escalating issues as needed
• You have a basic understanding of computer systems, software applications, and hardware components
• You have at least 2 years of experience with modern ticketing, customer engagement, and CMS solutions within customer service environments (Zendesk, Help Scout)
• You have the ability to navigate and use relevant software tools for customer support
• You are able to manage time effectively and prioritize tasks in a fast-paced support environment

Desirable

• The Customer Advocate is a member of our Level 1 Support team and is our frontline contact for all customer requests
• You will be expected to review and address customer questions surrounding account management, partner integrations, and the Maze product itself
• These customer requests will originate through email, our Help Center, in-app product prompt, phone calls, and social media
• Working closely with our Level 2 Support team, the Customer Advocate will dutifully resolve, refer, or escalate all inbound customer requests received by the global Support team
• The Customer Advocate will also be responsible for careful review and responding of our internal support questions that come in via our dedicated Slack channels as well as flagging and handling customer feedback and requests that are received
• When not working tickets, Customer Advocates may be assigned project work including documentation to review or write, authoring internal macros, or other miscellaneous efforts that would benefit our customers and our other staff
• Serve as the global frontline coverage for all incoming customer requests
• Directly respond to and engage qualified customer inquiries and requests; this is inclusive of identifying and understanding customer problems, concerns, or technical issues reported, and gathering relevant information to assist in resolution
• Effectively communicate technical information in a non-technical manner to ensure that customers understand the solutions or steps provided
• Follow established support processes and procedures to maintain consistency in customer interactions and issue resolution
• Escalate qualified issues to other departments within Maze
• Collaborate with Level 2 and other relevant teams when issues exceed the Level 1 support scope or require advanced expertise
• Develop, author, and maintain internal and customer-facing product or process documentation
• Provide basic training or educational information to customers to help them better understand and use Maze
• Share industry best practices on web/mobile design tools with clients