Customer Care Tier I, Overnight Associate

Job Description

Insightly is seeking to hire an experienced Customer Care Tier I (Remote) Overnight associate. You will report to the Sr Manager of Support and work alongside a team of Customer Care & Success professionals.

The Customer Care team is a critical part of the Customer Loyalty team which owns the success of our clients and achieve our #1 goal of 100% client retention and adoption of Insightly via freemium & direct sales channels. You will be responsible for delivering a best-in-class multi-channel customer support experience that enables the continued adoption of Insightly CRM software. Our ideal candidate loves customers as much as they love technology.

This is a new role as part of the expansion of our Customer Care Team.
Core Responsibilities:

• Must be able to work independently
• Be a customer service All-Star with a strong technical background
• Eager to help our customers get the most of our software
• Willingness to go the extra mile to ensure our customers are 100% satisfied
• Must have a great deal of patience, exceptional prioritization, multitasking, and organizational skills
• Must be able to listen to customer's needs effectively, document in detail, and escalate with urgency
• Execute against defined processes

Required Skills:

• Familiarity with ticket-based support systems
• Familiarity with Google Apps for Business
• Excellent written and communication skills
• Strong technical troubleshooting skills
• Experience using cloud-based software and customer management tools
• Eagerness to work in a startup environment with smart and humble peers
• Both Mac and Windows environment experience
• Shift hours will be 8:00 PM - 4:30 AM PST / Monday Night - Saturday Morning, and flexibility for holidays

Nice but not needed:

• Basic SQL knowledge
• Basic understanding of HTML
• Basic understanding of Java and Javascript

What else?

• Career: We offer a well-rounded total rewards package including equity for all employees, 401k, career learning & growth opportunities, comprehensive employer-sponsored health plans.
• Work-life balance: We offer a generous flexible time-off policy in addition to paid company holidays.
• A company that cares! Insightly is now a 100% remote-first company which includes all of the benefits we provide for our employees to best adapt to the challenges and needs of a digital and dispersed workforce.
• Full IT set up for your home work station (laptop, monitor, keyboard, mouse, monitor stand)
• $250 one-time Ergonomics Stipend for all employees to set up their home office for success and comfort
• $50 per month remote work stipend to help you with your remote work needs.
• Monthly virtual, instructor-led, meditation sessions
• Annual membership to Peloton fitness app
• Weekly company newsletters, trivia, Slack challenges, and more!
• Virtual team and company events to keep the party going
• Culture and Values: Diversity, Inclusion, and Support for all employees is vital to Insightly. To do so we have fantastic initiatives such as:
• Company-wide Women in Tech group which focuses on having female speakers from all backgrounds come and have "fireside chats" with the company on their careers, backgrounds, advice, etc.
• Women in Sales support group which focuses on professional development, community, and career advancement.
• Continual company-wide Diversity and Inclusion training with expert speakers and instructors
• Company matched donations to support Black and civil rights charities such as NAACP, BLM, ACLU, George Floyd Memorial Fund, Compassion Oakland, Asian Americans Advancing Justice, and more!

Our Mission:

To empower companies to build lasting relationships with their customers.

Core Values:

• We play as a team.
• We are ambitious and think big.
• We strive to make customers happy.
• We build with simplicity, not complexity.

Insightly is on a significant growth trajectory with a solid track record and reputable investors. We have concluded a Series C financing round and is backed by Emergence Capital Partners, Cloud Apps Management LC, Sozo Ventures, and TrueBridge Capital Partners.
Insightly is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

The salary range for this role in Colorado is $73,000 to $74,000 and final offers are determined using multiple factors including experience and level of expertise. For all other locations, the salary range may vary by geographic market and will be determined through the selection and assessment process for this role relative to your experience and our job qualifications. Insightly complies with applicable law regarding pay transparency.