Customer Success & Support Specialist

About the Company: Jetpack Workflow is a leading B2B SaaS company serving the accounting and bookkeeping community. We help firms standardize, track and automate their processes allowing them to complete more work and prevent tasks from falling through the cracks. We help firm owners meet deadlines, track team progress, and grow their practice without worry. 

Role Overview: At Jetpack Workflow we pride ourselves on our innovative approach and our dedication to customer satisfaction. As a Customer Success & Support Specialist, you will be a key member of our customer team, helping to ensure that our customers have a seamless and positive experience with our products and services. You will work closely with customers to resolve issues, provide information, and gather feedback to drive continuous improvement in our offerings. This role will report directly to our Customer Success Manager.

Responsibilities: 

• Respond to customer inquiries and support requests via live chat and email
• Help customers navigate our products and services and resolve any technical issues
• Monitor customer accounts to ensure they are getting the most out of our offerings
• Assist in onboarding new customers, ensuring they are fully equipped to use our products effectively
• Collect and analyze customer feedback to contribute to product and service improvements
• Develop and maintain knowledge base articles
• Maintain and update AI support agent toolset
• Maintain a thorough understanding of our products and services to provide accurate information to customers

Requirements

• Bachelor’s degree or equivalent experience in a relevant field
• Strong interpersonal and communication skills, both verbal and written
• Basic technical proficiency and the ability to quickly learn new software
• Excellent problem-solving skills and a customer-centric attitude
• Experience in customer service or support is a plus
• 10% Travel
• You must also be located and authorized to work in the US. We do not sponsor visas.

Benefits

• Competitive salary and benefits package including:
• Great healthcare plans
• 401k match program
• YAY Days (get paid to take off and do something fun!)
• Unlimited PTO
• Opportunities for professional growth and advancement
• A dynamic, supportive, and collaborative work environment
• Ownership of the company via options
• Monthly internet stipend
• Fully remote work environment 
• Consistent Monday through Friday work schedule (9a-5:30p EST)
• Starting Salary: $55k - $65k