Customer Experience Specialist (Remote)

    
Company
BEE
Type
Full-time work

Languages

English

Locations

USA
Apply now

Vacancy

We’re looking for an experienced Customer Experience Specialist to join the team in North America.

About BEE:

The start-up based in Silicon Valley focuses on the development and commercialization of the innovative email editing tool BEE (Best Email Editor), the drag and drop editor to create emails and newsletters with a professional design, automatically optimized for smartphones and tablets. The free version of the software is complemented by BEE Plugin – the version of the editor that can be integrated into any software, CRM, CMS or e-commerce system. Today BEE is a successful product with thousands of customers worldwide.

Experience

What We Look For:

  • Troubleshooting skills: you enjoy finding the cause behind a specific problem, explaining it to others, and working with others to help find a solution

  • Reliability and organization: you enjoy getting things done, and people always look at you as a dependable team member when tasks are assigned

  • Outstanding communication skills: you love interacting with both customers & team members, in writing or in person

  • Outstanding writing skills: you enjoy explaining things to people in writing, providing examples, how-to’s, and ensuring that the message gets across

Preferred Qualifications:

  • Experience in Customer service, even non-technical, offline or online

  • Experience in online community, documentation, and multimedia management and production

  • Knowledge in understanding of how digital content is created online

  • Knowledge of the email space and email rendering issues (is a plus)

Locations:

  • Our office in Oakland, California or remote

  • Smart working available

  • Some travel may be required to help at our booth when we sponsor a conference

  • Some travel will be required for our yearly team retreat. Between travel and meeting time, the retreat typically requires about a week of your time. We will provide ample notice so that you can plan for it

Responsibilities

As a Customer Experience Specialist, reporting directly to the Customer Experience Manager of the business unit, your role will be to help in the adoption and use of our products: BEE Free, BEE Pro, and BEE Plugin.

We define Customer Experience as all the activities that help a customer become a successful user of our products, promoting a healthy, enjoyable customer experience. Because these activities go beyond just providing technical support, we prefer talking about “customer experience” instead of “customer support”.

Your core responsibilities will be:

  • Assist prospects in the discovery of what our products do and which product is the best fit for them

  • Help new customers as they being using our products

  • Support existing customers with their support requests

  • Escalate tickets that you are not able to handle independently

  • Participate in activities that will improve the overall experience of our customers

  • Becoming an expert user of BEE products and services so that you can effectively answer most support requests

  • Identifying and helping troubleshoot the issues that our customers are reporting, escalating them when needed, and reporting them to the product team as product feedback when applicable

  • Contributing to our customer-facing documentation, in English, when new features are released, using different media, from help articles to video tutorials

  • Helping write canned replies in the support ticket system to accelerate handling of support requests that pertain to the same or similar topics. Reviewing and improving existing canned replies over time

  • Providing the product team with continuous feedback on usability issues and opportunities for functional improvements

What we Offer:

  • Full time work in a fast growing, exciting project with worldwide recognition as a market-leader in our industry

  • A dynamic team, geographically dispersed (Italy, USA), working with a startup mindset

  • Yearly team retreat, often in Italy (in 2019 the BEE team retreat was here)

  • Many opportunities for professional development through your daily exposure to marketing-leading products, and also through access to online training resources (free, unlimited course subscription to Udemy) and offline events (attendance to conferences, etc.)

  • Competitive salary plus incentive-based compensation

  • Flexibility, trust is one of our values, we strongly believe on results, no matter how many hours you spend in the office

Support

Customer Experience Specialist (Remote)

    

Vacancy

We’re looking for an experienced Customer Experience Specialist to join the team in North America.

About BEE:

The start-up based in Silicon Valley focuses on the development and commercialization of the innovative email editing tool BEE (Best Email Editor), the drag and drop editor to create emails and newsletters with a professional design, automatically optimized for smartphones and tablets. The free version of the software is complemented by BEE Plugin – the version of the editor that can be integrated into any software, CRM, CMS or e-commerce system. Today BEE is a successful product with thousands of customers worldwide.

Experience

What We Look For:

  • Troubleshooting skills: you enjoy finding the cause behind a specific problem, explaining it to others, and working with others to help find a solution

  • Reliability and organization: you enjoy getting things done, and people always look at you as a dependable team member when tasks are assigned

  • Outstanding communication skills: you love interacting with both customers & team members, in writing or in person

  • Outstanding writing skills: you enjoy explaining things to people in writing, providing examples, how-to’s, and ensuring that the message gets across

Preferred Qualifications:

  • Experience in Customer service, even non-technical, offline or online

  • Experience in online community, documentation, and multimedia management and production

  • Knowledge in understanding of how digital content is created online

  • Knowledge of the email space and email rendering issues (is a plus)

Locations:

  • Our office in Oakland, California or remote

  • Smart working available

  • Some travel may be required to help at our booth when we sponsor a conference

  • Some travel will be required for our yearly team retreat. Between travel and meeting time, the retreat typically requires about a week of your time. We will provide ample notice so that you can plan for it

Responsibilities

As a Customer Experience Specialist, reporting directly to the Customer Experience Manager of the business unit, your role will be to help in the adoption and use of our products: BEE Free, BEE Pro, and BEE Plugin.

We define Customer Experience as all the activities that help a customer become a successful user of our products, promoting a healthy, enjoyable customer experience. Because these activities go beyond just providing technical support, we prefer talking about “customer experience” instead of “customer support”.

Your core responsibilities will be:

  • Assist prospects in the discovery of what our products do and which product is the best fit for them

  • Help new customers as they being using our products

  • Support existing customers with their support requests

  • Escalate tickets that you are not able to handle independently

  • Participate in activities that will improve the overall experience of our customers

  • Becoming an expert user of BEE products and services so that you can effectively answer most support requests

  • Identifying and helping troubleshoot the issues that our customers are reporting, escalating them when needed, and reporting them to the product team as product feedback when applicable

  • Contributing to our customer-facing documentation, in English, when new features are released, using different media, from help articles to video tutorials

  • Helping write canned replies in the support ticket system to accelerate handling of support requests that pertain to the same or similar topics. Reviewing and improving existing canned replies over time

  • Providing the product team with continuous feedback on usability issues and opportunities for functional improvements

What we Offer:

  • Full time work in a fast growing, exciting project with worldwide recognition as a market-leader in our industry

  • A dynamic team, geographically dispersed (Italy, USA), working with a startup mindset

  • Yearly team retreat, often in Italy (in 2019 the BEE team retreat was here)

  • Many opportunities for professional development through your daily exposure to marketing-leading products, and also through access to online training resources (free, unlimited course subscription to Udemy) and offline events (attendance to conferences, etc.)

  • Competitive salary plus incentive-based compensation

  • Flexibility, trust is one of our values, we strongly believe on results, no matter how many hours you spend in the office

Support
Company
BEE
Type
Full-time work

Languages

English

Locations

USA
Apply now
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