Headquarters: USA
URL: http://vidalytics.com/
Answer tickets from users who are using our video player on their website. Bonus if you can not just help solve their tech challenges, but achieve the best marketing results with our tools. Weekend check-ins for urgent matters, 10 mins max. Some phone calls.
Setup plans and invoices for users in our billing platform (Chargify)
Work closely with developers to solve bugs users are experiencing and make sure nothing falls through the cracks
Own the customer-facing help docs for Vidalytics
Occasionally get on video calls to demo new features or solve complex support issues
Outreach to users that go over plan limits and hand off to sales
Help support affiliate partners
Update internal documentation
Set up automated messages and bots to automate repetitive tasks/support inquiries
Quarterback user-related tasks, like DMCA Reports and chargebacks
2+ years of experience in Customer Support/Service or Tech Support role, ideally for a SaaS or technical product
Tech savvy – you need to be able to pick up using new software and technical topics quickly, but don’t worry, we’ll help train you and point you in the right direction
Experienced with Customer Support Tech Stacks (such as Intercom, ClickUP, JIRA).
Excellent communication skills, written and verbal, you’ll be communicating with our users constantly
Excellent problem-solving and decision-making skills
Autonomy – we won’t hold your hand, but deadlines must be met. This is especially important since we’re a remote team
Impeccable attention to detail
Empathetic approach to helping our users succeed
Entrepreneurial – we’re a startup, so you’ll get to wear a lot of different hats
Basic understanding of HTML / CSS / Javascript concepts (we’re a SaaS after all!)
Ability to work with landing page builders such as ClickFunnels or Convertri for customer support purposes
High performance company culture. You won’t be a cog in a machine. Rather you’ll be a key member of a high performance team that is getting shit done. This is a place to grow and realize your potential, no matter what level you’re at in your career.
No office politics. We’re small and flat. There is no bullshit of trying to dance around sensitive topics. Divert resources from other division’s projects. We’re direct, we’re honest, we’re here to accomplish big audacious goals.
We value your ideas. At Vidalytics, my door is always open. Need help? Let’s talk! Have a vision for the future of the company? I want to hear it! Think I suck at my job? Help me grow!
Rest and relaxation. Employees get 20 days of PTO.
Professional development. Want to continue your education? Vidalytics pays for classes, conferences, and more.
You’re more than an employee, you’re a person. Every co-worker you’ll meet is committed to treating you with respect and kindness. You won’t hear stuff like, “It’s just business.”
This is a resume-making position, where you’ll learn a lot and have a lot of responsibility. You don’t have to wait for someone to die or retire to move up, like in a mega-corp.
Entrepreneurial to our core – Not only are we a startup, but we need intrapreneurs that will help us scale, and we’re looking to start other sister corps in time to form a portfolio of companies, which you could be a co-founder of.
Erika Lehmann
To apply: https://weworkremotely.com/remote-jobs/vidalytics-customer-happiness-lead-saas-tech-support-1
