CUSTOMER SUPPORT

Customer Support at Qatalog Qatalog helps teams work smarter even when theyre distributed. It connects everyones apps, work, and comms in a central hub.

Were backed by top tier investors and operators in the US and Europe.

The team

We're a committed, experienced, and compassionate team pioneering remote working practices. Youll join a collaborative group of professionals including Amazon, Mozilla, InVision, Microsoft and TransferWise alumni from many different backgrounds who have built and scaled large teams and products.

The Role

A unique opportunity to be part of the foundational customer facing team for the hottest company addressing collaboration and productivity for distributed teams.

You will be part of a team focused on building out our initial process, strategy, and team for customer experience and support.

We need people who want to focus on understanding our customers, troubleshoot complex issues, be a liaison between our customers and our engineering and product teams, and operationalize process and structure for scale.

Responsibilities

• Become an expert in the full Qatalog solution including integrations and the forward looking product roadmap
• Prioritize, directly respond to, and engage with our customers through their support inquiries and requests via email, live chat, social media, and internal channels.
• Operationalize internal processes, with an eye towards building the foundation for scaling a global customer support organization - including documentation, macros, product FAQs, etc.
• Be an internal champion on ways to improve the customer experience through various channels and be a liaison between clients and the rest of the Qatalog team

Requirements

• Candidates should have proven experience in a high growth SaaS environment with experience managing the customer support including Tier 1 Support
• Experience in critical issue handling; analyze, qualify, and escalate customer requests to appropriate teams or individuals.
• Familiarity with modern ticketing, customer engagement, and CMS solutions within customer service environments (Zendesk preferred).
• Understanding of SaaS communication and collaboration tools a plus
• Experience in working with enterprise customers
• Self-starter with demonstrated examples of taking initiative to provide operational insight and value to an organization in high growth environments
• Value based experience - demonstrated ability to evangelize and represent company values in category creating markets
• Demonstrated experience working collaboratively across internal departments - specifically product, engineering and customer success teams
• Thirst for learning and self-development
• Examples of being customer obsessed, putting the customer first and doing the right thing for customers at every opportunity
• Eagerness to be part of a foundational team, help foster culture, and have fun

Benefits

• Competitive salary benchmarked to location
• Meaningful stock options
• 25 days annual holidays
• Premier health insurance
• Vision / Dental insurance
• Mental Health & Physiotherapy cover
• MacBook and accessories, along with a remote setup allowance
• A remote first company headquartered in London (Shoreditch)

Qatalog is an equal opportunity employer We celebrate diversity and are committed to creating an inclusive environment for all employees.

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