Documo Inc Hiring for Customer Success Specialist at United States Full Time

Documo is on a mission to digitize document workflow. We’re a fast-growing B2B SaaS company that places a high value on culture and delighting our customers. We build document software solutions that help businesses streamline document processes, which makes working with documents easy, more secure, and friendly to our planet. We believe the way to do this is to build amazing products, coupled with our passion for customer success, and our meticulous attention to design and user experience. In order to do those things, we must add and invest in amazing talent!

Overview

Documo is looking for a Customer Success Specialist to join our Success team. This person will help our team create delightful customer experiences across multiple channels. Our mission is to build products people love and back them up with world-class support. In short, we love our customers and we need people that take pride in representing our company and products.

Responsibilities

As a key liaison for our customers, you’ll proactively manage client relationships, and guide them through their journey by addressing concerns, ensuring high satisfaction, and collaborating with internal teams to guarantee a seamless client experience.

• Serve as day-to-day contact for customer accounts, providing prompt and attentive help to our wonderful user base
• Assist our users in troubleshooting basic issues, helping them find KB Articles, and answering questions on how to use our products
• Own overall relationship with customers, which includes ensuring retention, and high levels of customer satisfaction
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Collaborate, problem-solve, and/or strategize upcoming client meetings with team members
• Prepare necessary documentation and/or visuals for our client help center
• Work with other teams across the organization to ensure a great client experience

Requirements

• Excellent typing/writing skills. Our primary support channel is Live Chat so you will routinely be communicating via the keyboard
• Ability to multitask and move between different software programs efficiently
• Dedicated workspace with high-speed internet. This is a remote position and a reliable workstation and connectivity are a must-have
• Must be empathetic, patient, and have the ability to work with users to understand their issues and deliver help even in frustrating conditions
• Must be able to write responses that make our users feel heard, understood, and taken care of
• Thrives in an environment where change is the norm but still can deliver excellent service in a fast-growing startup environment
• Must be a strong natural communicator. As a remote company, strong communication skills are critical for all team members as we work together to serve our users
• Previous experience supporting software-as-a-service (SaaS) products
• Previous experience having basic technical conversations (e.g. basic API questions)
• 2+ years of experience in a high-volume customer service role, preferably within a SaaS startup.
• Familiarity with various customer success platforms and systems.

Why Documo?

• Competitive benefits (medical, dental, vision, 401k with an impressive match) for US-based employees
• Annual performance reviews with merit increases
• Equity in the company
• The ability to work from wherever makes you happy with people who love what they do
• Work for a small but fast-growing technology company with a supportive, inclusive, and fun culture!

At Documo, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. We do not discriminate on the basis of ancestry, race, place of origin, political belief, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, age, or any other characteristic protected by law. Documo is an equal-opportunity employer.