Customer Support Specialist

Submittable · Other US Location

Company

Submittable

Location

Other US Location

Type

Full Time

Job Description

Submittable is a growing social impact platform used by thousands of companies, governments, and philanthropic organizations to manage their social impact programs and maximize their impact.

Submittable has helped big and small organizations worldwide run 134,000 programs and collect nearly 22 million applications to date, and is backed by Accel-KKR, Next Coast Ventures, True Ventures, Next Frontier Capital, StepStone Group and a few other amazing investors.

Submittable is excited to be adding an experienced Customer Support Specialist to our incredible team in Missoula, MT or Seattle, WA. Our ideal candidate is a dynamic individual with an unwavering dedication to ensuring an outstanding customer experience. Our mission is to empower our customers through clear and effective troubleshooting and to create raving fans by providing proactive and creative solutions. We are proud enable our customers to achieve maximum success and satisfaction with our product while ensuring a remarkable experience in every interaction. 

This is a full time position and reports to the Customer Support Manager.

What You'll Do:

  • Provide support and maintain customer satisfaction at all stages of the customer journey

  • Work with customers to promptly and courteously resolve their software issues
  • Respond to and track customer calls, chats, and emails regarding use of software, technical issues, and billing questions

  • Provide users with guidance, solutions, best practices, and recommendations

  • Proactively address customer concerns before they happen

  • Maintain accuracy of customer help resources as the product evolves

  • Identify, test, and report software “bugs” to Product team

  • Communicate customer software enhancement requests to Product team

  • Translate forms, templates, and predetermined responses (bilingual option)

You'll be Successful With:

  • 1+ year in a Customer Support role
  • Clarity and accuracy in all written communication, from on-the-fly live-chat responses to longer, detailed, technical documentation

  • Experience working with cloud based ticketing systems (ServiceCloud, Jira, Zendesk, etc.)
  • Meticulous attention to detail

  • Prior customer-facing experience

  • Proactiveness and a willingness to tackle problems of any size

  • Outstanding troubleshooting skills

  • Technical aptitude, genuine curiosity, desire to learn 

We'd Love it if: 

  • You are bilingual in English/Spanish 
  • You have a basic understanding of at least one programming language 
  • You have previous experience working at a SaaS or high growth start up 

We are interested in every qualified candidate who is eligible to work in the United States, however, we are unable to accommodate scholastic or employment visas at this time.

About Submittable

Submittable is on a mission to empower social good organizations with technology that accelerates their work and scales their impact. We partnered with thousands of organizations, governments, and corporations last year to launch 10,000+ programs, process over 4 million applications, and distribute $2.5 billion in funding and aid. Grow your career at an Inc. 5000 fastest-growing company, while having a positive impact on people globally. 

Submittable has its headquarters in downtown Missoula, Montana, with a satellite office in Seattle, Washington and remote employees located around the U.S.

We offer highly-competitive benefits for full-time employees, including:

  • Health insurance, 401K, life insurance, and optional HSA, FSA, and DCA accounts
  • Flexible hours, including flexible vacations and sick leave, and remote work options
  • Generous paid parental leave policy for mothers, fathers, and adoptive parents
  • Discounted fitness memberships, professional development stipends, and book purchase reimbursement
  • Involvement in community outreach programs for all employees, including company volunteer outings at local nonprofits
  • Fully-stocked kitchens with complimentary snacks and beverages for all employees

As a product used globally, we're very motivated to hire and support employees who are representative of different and diverse backgrounds and experiences, including but not limited to diversity of ethnicity, sexual orientation, gender, religion, ability, culture, and socioeconomics.

Apply Now

Date Posted

08/24/2022

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