Customer Advocate

6 days ago

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Togetherwork

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

🤝 Non-profit

💸 Finance

Description

• We're looking for our next Customer Advocate to join our team! • Preference will be given to candidates with experience supporting customers in a SaaS environment. • Candidates must be flexible to work an 8-hour shift between the hours of 9:30 AM and 8:00 PM EST, Monday through Friday. • As a Customer Advocate, your role is to: • Coach our customers on how to best use the software for their business' needs. • Help customers to grow and manage their practices; offer creative solutions for their unique business needs. • Help practice owners determine which subscription level is best for their business. • Own your work and ensure it's of the highest quality by checking it against our shared standards for excellence. • Contribute to our growing knowledge base of tutorials and help documentation. • Utilize a variety of MS Team channels for collaborating on unique cases with the rest of the Advocate team. • Escalate complex issues to our Senior Advocate Team. • Rely on your expert product knowledge to distinguish between bugs, requests for improvement, and areas of confusion for customers. • Share knowledge with the team and celebrate wins along the way. • You are a great listener and willing to stay on the phone longer than necessary. • You adapt to changes quickly in a fast-moving software company that releases significant product changes every three weeks. • You take initiative to master the product and help customers navigate changes. • You go above and beyond for the customer, anticipating their needs. • You are a natural problem-solver and document your findings along the way.

Requirements

• 1-2 year of work experience in a customer-facing role, preferably in customer success, account management, or client services • A desire to build a career in customer support and have longevity with our team • Ability to work collaboratively with cross-functional teams • Exceptional written and verbal communication and interpersonal skills • Empathy and a genuine passion for helping customers succeed • Willingness to help with weekend email answering when needed • Strong problem-solving skills and the ability to think strategically • Ability to remove barriers to understanding by communicating clear, detailed, and engaging instructions for customers to follow. • Ability to work quickly and efficiently in a fast-paced environment and remain calm under pressure • Proven proficiency in problem solving • Curiosity and a passion for learning • High capacity/not easily overwhelmed

Benefits

• Medical, dental, and vision insurance options • 100% Employer paid short/long term disability • Basic Life • 401(k) option with 100% company match up to 4% • Flexible paid personal/vacation time built on mutual trust and accountability • 10 sick days annually • 10 company paid holidays • 6 weeks paid parental leave • Pet Insurance • Medical Travel Benefits • Infertility Benefits • Teladoc • Employee Assistance Program • Wellness Benefits & Engagement Platform