Customer Success Representative, TestGorilla

• You are inspired by our mission to put 1 billion people in dream jobs
• You are fully aligned with our values
• You are motivated by doing right by our customers. You believe in the value of quality customer communication
• You have experience working in Customer Support or Success for a SaaS product
• You are in the Pacific to Eastern timezone
• You want your career to be focused on Customer Success. While you’ll have plenty of room for advancement, this role is not meant as a foot in the door to another department
• You are natively proficient in verbal and written English
• You are very comfortable working remotely
• You’re an incredible communicator and an excellent writer. You can take complex subjects and break them down using clear and simple writing
• You’re comfortable troubleshooting issues, and are excited to increase your technical knowledge
• You’re cool under stress. You don’t let unforeseen events affect your empathy and kindness toward customers
• You’re organized and self-sufficient. You thrive working independently, but know when to ask for help
• You’re a resourceful problem solver with a strong desire to learn
• You are receptive to feedback, embracing the opportunity to grow and improve
• You are comfortable giving feedback to help others improve
• You can handle difficult customers with ease and professionalism
• You are comfortable advocating for the customer to help improve the product
• You are comfortable setting expectations about what can and will be done and when
• You’re extremely attentive to detail
• You care about doing good work. You take initiative and ownership to see things through to completion. If it needs doing, you do it

Desirable

• Proactively reaching out to customers to help with onboarding
• Answering written support inquiries, through email and chat in a manner geared toward creating truly successful customers by helping to: Educate customers on best practices, Drive adoption, Increase renewal rates and reduce churn
• Assisting as needed with things like documentation, research, and other side projects
• Providing customer focused feedback to other teams, inspiring a success mindset throughout the organization