Customer Support Representative

Job Description

A BIT ABOUT US Lever was founded to tackle the most strategic challenge that companies face: how to recruit and hire top talent. We’re building the next generation of hiring software that companies like Netflix and Eventbrite rely on to grow their teams. We've rethought the talent acquisition paradigm and are the innovation leaders in our space and looking for the right people to join us as we scale. We’re extraordinarily proud of the company we’ve built so far. Our people are Lever’s biggest competitive advantage and we’ll continue investing in our “Leveroos” and people-first culture. THE CHALLENGE As the newest member of the Customer Support team at Lever, you will have the opportunity to provide high level, white glove customer service to our ever-growing customer base. In return, you will help us understand our customers’ needs by reporting emerging trends learned from working incoming tickets, chats and phone calls. We are looking for someone who is a highly motivated self-starter and who will bring with them a solid background in providing high-level technical customer support in a fast-paced, ever-changing environment. THE OPPORTUNITY Our perfect team member is passionate about working closely with customers to find solutions that maximize their satisfaction with our product suite. You thrive in problem solving, finding efficient ways to work through complex customer inquiries, and are extremely comfortable communicating with customers via written and verbal channels. You’re incredibly organized and have strong time management skills. It's critical that you have a mindset for using technology and can quickly learn how to use new tools (most importantly: Lever). THE TEAM Customer Support is made up of Customer Support Representatives, Escalation, and Product Support Specialists working towards a common goal of assisting our customers with inquiries regarding the Lever suite of products. We are a highly motivated team who are relentless in the pursuit of providing an amazing customer support experience to every customer. We thrive on collaboration but are able to work as individual contributors as we work towards scaling our department as Lever grows

THE SKILL SET

• 1-2 years experience in technical or software based customer support position (email, phone, chat or live).
• Excellent written and verbal communication skills; answering all incoming customer concerns quickly with accurate information and able to interact with customers in a clear and concise manner, by email, live chat, and phones.
• Consistently meeting or exceeding productivity, quality, and CSAT metrics defined for the role.
• Ability to collaborate in a remote team environment, as well as work as an independent contributor.
• Must be able to prioritize work and manage time effectively; you thrive in a fast-paced, sometimes ambiguous environment.
• You are a self-motivated problem solver, with a can-do attitude.
• Familiar with Zendesk, Salesforce, GSuite, JIRA, and SAAS applications.

WITHIN 1 MONTH, YOU’LL

• Learn about Lever and about the recruiting space, gaining an understanding of our product and our customers.
• Become comfortable with the product and learn the ins and outs of how recruiting teams use Lever.
• Complete Customer Support onboarding training, to learn how Lever product features work, including basic features, add-ons, and third-party integrations.
• Complete training with our IT Team and our Customer Support Team to learn how to access and use all internal tools, including Google Apps, Slack, Zendesk, JIRA, Salesforce, Lever Admin, Chrome Console; reverse-shadow in each tool. You will demonstrate your understanding of our internal tools by successfully using them while being shadowed by your team members.
• Shadow Customer Support Representatives handling inbound interactions, gaining an understanding of common customer inquiries as well as our processes for resolution; demonstrate understanding by completing your first tickets with a CSR shadowing you.
• Learn to triage incoming customer inquiries and the process of escalating them by working with various team members to resolve and close your first ticket.
• Learn internal process for working with the rest of the Customer Experience and Solutions and Product teams
• During your fourth week, you should have gained all the knowledge you need to start solving customer tickets on your own.

WITHIN 3 MONTHS, YOU’LL

• Handle all inbound interactions from customers within SLAs for each Service Offering; now that you’ve hit your stride, we’ll look to you to carry that consistency and execution forward as you continue to learn more about Lever the product and our customers.
• Attend all release training and roll-out sessions, learning the content of upcoming releases, and proactively identify questions and concerns from customers, offering suggestions for how to manage customer expectations both proactively and reactively.

WITHIN 6 MONTHS, YOU’LL

• Become an expert in the product through customer interactions, with a solid understanding of each product feature and best practices for how to use them; handle 75% of all inbound interactions without assistance, through resolution or escalation; be able to provide creative solutions to users and share with your peers.
• Maintain a level of customer satisfaction (we measure through CSAT scores) equal to the overall team average for CSAT, through providing the highest level of support to our customers.
• Help maintain all support content including process documentation in Confluence, email macros, training manuals, and help articles.
• Help interview, onboard, and train other Customer Support Representatives as needed.
• Function as a Subject Matter Expert for the Customer Support team in an area of the product to be designated, representing the voice of the team in release training, and being the first escalation point for all inbound inquiries for your product area.

WITHIN 12 MONTHS, YOU’LL

• Proactively identify, pilot and implement ways to increase efficiency in Support processes; assess results and refine.
• Mentor new and existing team members.
• Maintain SLAs and Customer Satisfaction goals on all Support interactions.

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