Job Posting & Description – Customer Success Specialist

Do you have experience working with church software and do you enjoy showing people how it works? If so, great! 

We’re looking for a remote, full-time Customer Success Specialist who can help develop our growing Customer Success team while helping customers along the way. 

About the role:
The Customer Success Specialist will provide direct support to our customers via chat, phone and email. The Ideal candidate has or has had experience working with church specific software tools and experience working within a local church. The ability to learn and educate others on software tools is a must.

This is a remote position with mandatory work hours of 9 AM – 6PM ET, Monday through Friday.

What you will do:

• Provide direct support to customers (chat, phone & email).

Ideal candidate qualities include:

• Experience working with church database software
• Enjoys technology
• Strong reading comprehension skills
• Strong communication skills (ability to convert technical language to plain English and vice versa)
• Pleasant demeanor
• Can work independently
• Strong desire to learn and grow

*This is a Remote position.
Employees must have a reliable internet connection. Tasks will be performed on a company issued computer, using your personal internet connection.

Expectations

The Customer Success Specialist is expected to perform the tasks outlined below.

PROVIDE DIRECT SUPPORT TO CUSTOMERS (CHAT, PHONE & EMAIL)

Chat Support Expectations:

• Respond within 2 minutes of customer inquiry even if it is just acknowledging the customer and asking them to “hold momentarily.”
• Point customers to appropriate Help Articles.
• Provide screenshots and explanations to customers when a Help Article has not been written.
• Listen attentively to customer questions/concerns and respond accordingly to what they are needing.
• Answer every question asked by the customer and offer alternative solutions within the system when what they want isn’t currently possible but a good alternative exists
• Document feature requests in Jira and follow up with customers as those features are implemented (if applicable)
• Elevate customer inquiries to Tier 2 support when necessary.
• Collect necessary information for Tier 2 agents to answer inquiries. Tier 2 support is anything requiring assistance from a developer (bugs, etc.)
• Write “Macros” as needed.  Macros are stock responses to commonly asked questions.

Phone Support Expectations:

• Answer all incoming calls during support hours.
• Provide necessary support and write notes in CRM as needed.  
• Respond to support related voice messages within the same day or next day if message is left after support hours. 

Email Support Expectations:

• Respond within 2 hours to customers sending support inquiries via email outside of Intercom.

Pay Rate
$40,000 – $45,000 annually

The Customer Support Specialist will have paid on-boarding, as well as having ongoing support from our team.

Paid Company Holidays. 2 weeks of PTO after accrual. No Health benefits are offered at this time.