Customer Support Specialist

About SetSail

Our mission is to empower teams with a new way to sell. As the first Revenue Execution Platform, SetSail focuses sales on small wins that lead to the big win. SetSail uses machine learning and AI to identify key buying signals that lead to successful deals. SetSail then tracks those signals and allows sales leaders to create automated programs that drive top rep behaviors. CROs and Sales VPs at companies like Dropbox, Cisco, and HubSpot use SetSail to increase attainment, accelerate ramp time, and improve win rates. Customers that use SetSail have 12% higher quota attainment, 25% faster ramp time, and a 15x ROI on sales incentives. Backed by leading VC firms, SetSail secured $26M in Series A funding to kick-off 2021 and has raised a total of $37M in VC funding to date.

The Role

The Customer Support Specialist is responsible for researching and responding to customer questions and issues. They also work closely with our Customer Success Managers to assist with platform configuration, user administration, and other implementation activities. This role is for someone who thrives as part of a growing CS team that is committed to maximizing customer value and success throughout their post-sale journey.

Responsibilities

• Provide accurate and timely responses to customer questions and issues via our Support tool
  • Apply SetSail and SFDC product knowledge to understand issues
  • Use multi-step logic and SQL queries to research questions
  • Coordinate with Data Science to resolve complex issues
  • Respond to customers via our Support tool in a timely manner
• Assist CSMs with customer engagements as required
  • Do hands-on program configuration and user admin tasks
  • Assist with end-user training
  • Monitor programs for quality, engagement, and issues
  • Assist with development of internal and customer-facing documents
• Assist with analysis of customer questions and issues
  • Identify trends and common causes of customer questions and issues
  • Assist CS and Product teams in prioritizing product enhancements

Qualifications

• 2 - 5 years of experience as a Customer Support Specialist at a high-growth SaaS company
• SQL query skills (ability to customize query templates to extract information) required
• 1 - 2 years of experience as an SFDC admin or equivalent knowledge
• 1 - 2 years of experience as an admin with deep product knowledge of an enterprise SaaS platform
• Outstanding customer management skills (problem-solving, managing expectations, building rapport, and proactive support)
• Excellent writing and verbal communication skills
• Experience working with a rapidly changing product and thrive in a dynamic, fast-paced environment wearing many hats
• Personable and collaborative with a track record of working successfully across teams

SetSail Press & Blog

• Tech Crunch: Rethink Sales Compensation
• Business Wire: Reinvent How Sales Reps are Motivated and Rewarded
• CMSWire: Understand Which Data Is Right for Each Use Case
• Full Steam Ahead on Our Mission to Empower Every Rep
• How to Automate and Enrich Data
• Helping Reps stay Laser-Focused on what Matters with SetSail Accelerate

Why you’ll love SetSail

• 100% remote team with an onboarding package to help you get set up remotely
• Excellent Health Care program [Anthem Blue Cross PPO, Spirit Ameritas dental, and Spirit VSP vision]. We cover 95% of employee cost and 80% of the dependent price.
• Ownership - Company Equity
• Flexible Paid-time Off
• 401k Plan
• Monthly food and snack stipend to keep you energized
• Company game nights - bring your A-game!
• Amazing people and a great vision

Interested in learning more about SetSail, please visit https://www.setsail.co/.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.