Customer Support Specialist, Gigs
+ Stock options
More information about location
Telecom as a Service
Job no longer available
Telecom as a Service
21-100 employees
Job no longer available
+ Stock options
More information about location
21-100 employees
Company mission
To provide voice & data plans for smartphones, wearables and IoT.
Role
Who you are
- The ideal candidate will have a strong background in customer service and the ability to provide exceptional support through various communication channels
- If you're passionate about technology and enjoy helping people, we'd love to hear from you!
- You have 3+ years of experience in Customer Support at a B2B or SaaS tech company. Extra brownie points if you have experience in the telecom industry!
- You're great with people. Dealing with customer issues can be stressful, especially when things are not working as expected. You should be able to de-escalate a situation and not take an individual's opinion or mood personally
- You genuinely care about putting customers first and love tackling complex problems, are extremely patient with a variety of customer issues and different audiences
- You’re a problem solver. You love solving customers’ problems and can show initiative and lateral thinking to find solutions to unusual issues. You have a process-oriented mindset and are able to get things done in a fast-moving environment
- You have excellent communication skills, both written and verbal
- You have excellent analytical and problem-solving skills
- You care about the customer experience. You are invested in ensuring our customers’ success. Your focus is on delivering value and ensuring Gigs has a business impact
- You enjoy engaging the team. This means high involvement of all team members across all functions within Gigs and our partners
- You love learning technologies as you go. You always want to find the right tool for the job, and don't only follow what you already know
- You think at scale. You look at systems in terms of how they can be scaled and have experience of improving processes to allow for greater volume (without significant drops in quality)
- You excel at prioritization and time management in a self-driven, collaborative environment
- You're a pro at navigating hybrid office environments and have prior experience working on a fast-pased, distributed team
What the job involves
- At Gigs, we're looking for a dedicated and empathetic Customer Support Specialist to join our team
- You will be one of the first hires at Gigs to focus exclusively on customer support and will play a fundamental role in the development of the function
- You will work closely with Jonathan, our Customer Support Lead
- You will be the first line for Gigs Customer Support, offering a warm and understanding ear as the point of contact for our customers, helping with basic and advanced troubleshooting, serving customers via multiple channels
- You will work in our support system, as well as other related internal systems, and ensure that all support queries are dealt with promptly, professionally, and in accordance with the SLAs under our customer contracts
- You may update training and support materials to include video and other media in order to deliver the maximum value to our customers
- You'll provide exceptional support to resolve customer issues and requests swiftly
- You will collaborate quickly and effectively with product, engineering and customer success to escalate problems and ensure relevant information is being passed on effectively and promptly
- You will track and develop frequently asked questions with a view to improving our knowledge base and empowering our customers in order to reduce the number of support queries
- You will think in terms of scale, understanding and anticipating where documentation, automation and process can be used to help our partners at volume
- You will take a proactive approach in analyzing our processes, suggesting and implementing improvements to help our operations grow efficiently and effectively to provide world-class support (bonus points if you’ve launched or worked in a function such as Product Operations, Customer Operations or Programme Management)
- Join us in the exciting journey of building a brand-new team where your ideas and contributions make a difference!
Our take
Gigs is a telecommunication platform that helps businesses that want to provide connectivity to their customers without becoming fully-fledged connectivity providers.
As a Y Combinator W21 batch, Gigs distinguishes itself by offering phone & data plans through an easy-to-use API. The company provides phone & data plans through BT, Vodafone, T Mobile, Orange, Verizon, and hundreds of other networks. It has additionally launched an eSIM mobile service in partnership with Grover.
The company is backed by Gradient Ventures, Google, and Crane Venture Partners, as well as some of the investors behind Stripe, Airbnb, Facebook, Spotify and Plaid. Gigs' has been increasing its client base internationally and continues to do so through its growing number of partnerships and its planned European expansion.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Dec 2024
$73m
SERIES B
Sep 2022
$20m
SERIES A
Total funding: $93.2m
Company benefits
- 28 paid vacation days per year (PTO)
- Generous stock options: We want everybody to be a true owner in Gigs (tax-free until exercised)
- Free phone and data plan
- Flexible working hours: We use meetings when needed and not per default
- Get your perfect setup: Mac, Mechanical Keyboard, Plugins, IDE. We are flexible and cover whatever you need to do the best work of your life
- A workplace built for remote-first work: We are building Gigs as a remote-friendly company. Take, own and implement decisions to build Gigs from scratch. You can join us in Berlin, or work from wherever you like. If you are based in Berlin, you can work from our office, or from the comfort of your home
- Gigs Pads: Our collection of beautiful homes around the world, for when you need a work-cation getaway
- Gigs Republic: Our semi-annual sunny offsite, a time for us to all come together for great food, lots of laughter, and leisurely activities
Company HQ
Mitte, Berlin, Germany
Leadership
Hermann Frank
(Co-Founder)Previously Founder/CEO at Fashionism, Flagship and HyperMesh. Consultant at Forward Consulting for 1 year.
Dennis Bauer
(Co-Founder)Dennis previously co-founded HyperMesh. They were also Head of Business Development at Bonagora and was also Head of conichiwa for over 2 years.
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