Customer Support Representative, Hopin
Event platform provider that connects communities through virtual, hybrid, and in-person events
Job no longer available
Event platform provider that connects communities through virtual, hybrid, and in-person events
201-500 employees
Job no longer available
201-500 employees
Company mission
Their mission is to make the world feel closer.
Role
Who you are
- 2+ years of experience in Customer Support
- 1+ years of experience working at a B2B SaaS company
- Fluent English speaker with outstanding written and verbal communication skills; ability to read, interpret and clarify customers' goals and craft thoughtful responses to help them achieve their goals
- Comfortable with customers via video and written communication
- Tech Savvy - love software, tech and are enthusiastic to learn a new platform
- Knowledge of GDPR compliance
- Ability to teach yourself new skills, competencies and find answers on your own
- Great problem-solving abilities - assess all options before making a decision
- Exceptional organization skills - you're used to juggling multiple priorities
- Can work in a high stress fast-paced environment
- Attentive and can anticipate the needs of customers
- Has a positive and uplifting attitude
Desirable
- Multilingual in German or French
- Previous experience with a video platform
- Basic understanding of WebRTC and RTMP
- Experience working at a rapidly growing startup
- Proficiency in Google Suite and Slack
- Prior experience in using Zendesk
What the job involves
- Hopin is seeking a new member to join our Customer Support team as a Customer Support Representative
- Achieve and maintain expert knowledge on our product
- Handle a substantial number of customer inquiries in a timely manner and to customer satisfaction within Zendesk
- Guide customers through teaching them how to use Hopin and help them troubleshoot issues through video call, email, ticketing, live chat and social media
- Collate customer feedback and communicate this to the product team
- Communicate clearly in writing to both technical and non-technical customers with high attention to detail
- Assist with successful on-boarding of new customers
- Advise customers on how to most effectively use the platform and anticipate their needs
- Always be friendly, helpful and supportive to customers
- Strategise, find common patterns and make data-driven decisions on the product
- Have a mindset geared towards the team and company goals
- Attend team and company meetings as scheduled
- Help improve our customer knowledge base and other support materials
- Contribute to our internal support team resources, including writing canned responses, adding to our internal knowledge base and making suggestions for improving processes
Our take
Hopin launched in 2019, and has been one of the fastest growth companies able to take advantage of the global shift to online meetings and conferencing that has taken place during pandemic lockdowns. They're now a fully fledged event platform, allowing companies to create immersive virtual, hybrid, and in-person event experiences for their audiences, no matter where they are.
Hopin has made several significant acquisitions in 2021 to further its capabilities and hit unicorn status. These have included Boomset, adding onsite capabilities such as kiosks and badges to its offering, and Attendify, enhancing its event marketing suite to provide elevated, data-driven registration and engagement tools.
They have been one of the fastest growing companies in the world over the last couple of years, and now has hundreds of thousands of customers, including the likes of Slack, Twitch, WSJ and UPS.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-36% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2021
$450m
SERIES D
Mar 2021
$400m
SERIES C
Total funding: $1.0bn
Company benefits
- Fully remote, global team
- Flexible schedules
- Laptop assigned, Mac or Dell (Windows)
- Health Insurance Support
- Parental Leave
- $1000 USD for Home-Office Set up
- $100 USD monthly remote work stipend
- $1500 USD for Learning & Development
Company HQ
London, UK
Leadership
Johnny Boufarhat
(CEO)They studied Bachelors of Engineering, Mechanical Engineering with Management.
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