Online Support Specialist, Eloomi
Monday-Friday, 9am-5pm PST
Intuitive learning & development platform
Job no longer available
Intuitive learning & development platform
101-200 employees
Job no longer available
Monday-Friday, 9am-5pm PST
101-200 employees
Company mission
To help organisations increase meaningful personal development, motivation, productivity and results.
Role
Who you are
- It is a must, that you have excellent English language skills (written and spoken)
- You have a natural customer focused mindset and you are a true problem solver
- You are empathetic, caring and a dedicated professional, that goes the extra mile to help our customers in growing their businesses through their eloomi solution by providing them with timely and truly resolution-focused human support
- You have a passion for how people and software interact to solve real-life challenges and you leverage the momentum of this interest in combination with your passion for providing the appropriate customer experience to constantly develop yourself in the role
- Experience (preferably) or interest in running software support for customers
- Preferably experience in using live-chat support systems (Intercom, etc.)
- Super calm mind to allow you to always communicate in a way that contributes to the appropriate experience for our customers even in extremely busy situations where you’re juggling multiple tasks simultaneously
- Organized and methodical with excellent follow-up procedures to ensure customer expectations and SLAs are met
- Excellent communication and customer interaction skills
- Comfort working in a fast-paced and -changing environment
- Excellent task management and prioritization skills
What the job involves
- As part of our Customer Support team you will be responsible for supporting our valuable customers mainly through our live-chat and inbox helping them in setting up and using their eloomi solution
- You will be specialising in supporting our US West customers, a hugely exciting growth market for eloomi
- Learn and become conversant in the eloomi product and use cases of our customer base
- Have a proactive approach to taking on and following through on customer chats and messages
- Have a high working drive, positive mindset and an efficient low-bureaucracy execution of tasks
- Support new and existing customers through our live-chat and inbox responding to them within defined SLA’s
- Interact with all customers according to our procedures and guidelines for tone
- Actively follow up on customer satisfaction scores and response time stats and feedback
- Delivering best-in-class customer support to eloomi’s customers using a client-centric approach
- Managing and consistently and proactively following up on customer queries
- Following our guidelines for operations to secure consistency in our services
- Being eloomi’s product first-line functional support specialist
- Collaborating daily with your colleagues and manager to further develop internal competences and processes in the team
- Helping drive the continued development of our self-service universe, help resources, and automations (bots, etc.)
- Developing and maintaining strong relationships with cross-functional internal teams including Product and Marketing and, in particular, eloomi’s technical support function
- Actively being engaged in continually improving and streamlining our operational guidelines to ensure we work as smart and efficiently as possible
- Supporting the business by providing input for key data points and satisfaction metrics
- Helping build social proof by providing input for getting reviews and user stories
- Reporting to the Head of Customer Support
Our take
Disruption of the “one size fits all” employee learning and development space, is led by Eloomi, the leading employee experience platform for mid-sized businesses. The company’s software is designed to engage and motivate, connecting the dots between learning and performance with its low-effort, high-impact software.
The company has differentiated itself from other businesses in the highly competitive employee development market with its easy-to-deploy software that engages employees with relevant content, supercharging development, and growth. The company has customers in 30+ countries and has office hubs in Germany, Norway, the UK, and the USA.
Backed by Global Hill Partners, Eloomi has raised substantial capital, which has supported the further expansion of its go-to-market and product development efforts. Eloomi’s unique people solution has experienced an uninterrupted month-to-month revenue increase since it was founded in 2015, and it is well set to achieve further expansion and success in the market.
Steph
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$55m
GROWTH EQUITY VC
Sep 2020
$7m
EARLY VC
Total funding: $77.5m
Company benefits
- Hybrid/Remote Work Options
Company HQ
Østerbro, Copenhagen
Leadership
Claus Johansen
(CEO)Owner of EVC Holding. Former Director & Partner at Grape, Country Manager (Denmark & Iceland) at NetApp, Group Director & Executive Vice President at Atea Norge AS, and CEO of HighJump.
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