Customer Champion (Americas)

Remote Posted 2 days ago
Main Location
Boston, MA, United States
Open jobs

We’re pleased to be searching for our sixteenth support team member at Help Scout. Our ideal hire is motivated by what we’re doing as a company, believes in the value of quality technical support, and is eager to contribute to the success of our customers. As someone who is first in line to help, your understanding of the product and our customers will be incredibly valuable.

About the role

The entire team works out of the main queue, so you’ll spend much of your day helping potential and current customers via email. If you’re curious to hear how our team works together, check out this webinar. While email support will be the majority of your day, everyone on the team helps out in Beacon chat, and you’ll also hop on impromptu calls with customers when needed.

You’ll become an expert in all areas of the product. You’ll troubleshoot potential bugs, document feature requests, and collaborate with the rest of the team to help elevate the voice of the customer at Help Scout. We won’t overburden you with quotas, empty policies, or unnecessary procedures. Doing what’s in the best interest of the customer is at the heart of what we do. We’ll give you plenty of support to simply do what’s right, no questions asked.

Career Growth on the Customers Team

The Customers team is a vocal and respected advocate for the customer at Help Scout, and we value strong collaboration with other teams, including Engineering and Product, Marketing, Sales, and People Ops. We care about your career development as a support professional, and we’ll make sure you’re developing skills and knowledge that will serve you for years to come. To learn more about our team structure and opportunities for growth within the Customers team, check out this blog post: Career Paths for Customer Service Agents at Help Scout As an example, here’s what a day in the life of our Customer Champion - Product Specialists looks like. We actively promote from within the Customers team - both for managers and specialists.

Just the facts
  • This is a full-time, remote position. You’re someone who thrives working autonomously and don’t need much (if any) oversight to get things done.
  • This job is Monday-Friday, 9a-5pm in your timezone - for this role, we’re looking for someone within timezones in the Americas (from UTC-10 to UTC-3).
  • We’re offering between $71,000-$90,000 USD per year for this role, depending on your prior experience.
About You
  • You take initiative and ownership to see things through to completion. If it needs doing, you do it.
  • You’re eager to take on challenges. When you don’t know something, you embrace the chance to grow and get better. Former teammates and managers would call you resilient and balanced.
  • We work together as a team, and that means we encourage each other to improve as a team. You are self-sufficient and love the challenge of solving problems and learning new things.
  • You have some experience working in Support or Success. You’re passionate about support and the important role it plays in a company, and you’re excited to build a customer-centric career.
  • You welcome an environment where you can do great work independently.
  • You’re patient, an active listener, and you’re naturally curious with a strong desire to learn.
  • You’re an incredible communicator, fluent in written English. Your writing is clear and simple.
  • Your empathy and self-awareness help you intuitively and proactively solve potential customer troubles. You’re a problem solver who goes out of their way to help people - always.

Benefits

Competitive Salary - We pay at or above market salary in most cases and evaluate a lot of research to make sure everyone is paid well. The formula we use to calculate all salaries is public to employees and is improved upon regularly.

Health and dental insurance - We cover you and your family's health/dental insurance 100%. If you are based in the US, we'll cover you on our Aetna policy. If you're based outside the US, we'll reimburse your out-of-pocket health and dental insurance costs.

Long-term/Short-term Disability Insurance & Life Insurance - we cover 100% of the premiums for LT/ST Disability insurance and base Life Insurance. You also have the option to purchase supplementary life insurance through our provider (currently US only).

Flexible vacation - Take time off when you need it, we trust you.

Sabbatical - After you've been at Help Scout for 4 years, you get a month of paid vacation plus $2500 to spend towards travel, learning, projects or however you'd like to spend that time.

Paid parental leave, including adoption - 12 weeks of paid leave for all new parents.

401k with 1% match- via Betterment for Business (currently US only)

Personal Development stipend - Up to $1,800 per year to improve your craft

Great tools - Each employee will be provided with a Mac laptop and 27'' display (or equivalent equipment of choice). We’ll also purchase any additional software or hardware you need.

Home office stipend - Every new hire gets $1000 USD to furnish their home office, and up to $350 USD per month if you'd like to rent a co-working desk somewhere.

Complete transparency - Everyone has full access to business metrics and financial information about the company.

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