Customer Support Specialist
If you want to work in a dynamic SaaS team and support a diverse and chilled-out customer base, maybe this is the job for you!
Our mission is to arm and empower agencies with an all-in-one management tool.
WHO ARE WE LOOKING FOR?
Generally speaking, this is not the typical call center/customer support role that you might think it is.
Customers ask for help with their daily business challenges, often asking how to tackle various use cases with the help of Productive. Your role will be to efficiently manage these queries, but also praises and occasional (unfortunately) complaints through various (mostly written) communication channels: e-mails and live chats.
Your mission will revolve around three main objectives: customer support, creating user training materials, and testing new features and reporting issues to our Product team.
ABOUT THE JOB
Your Day-to-Day Responsibilities Will Include:
Since we’re a global product and have customers from all over the world, we’re looking for someone with top-notch written and spoken English skills (seriously, this is a must).
Maintaining a positive, empathetic and professional attitude toward customers at all times
Building sustainable relationships with customers through open and interactive communication
Promptly responding to customer inquiries and providing product information
Knowing our product inside out so you’re able to answer all questions
Handling customers’ complaints, providing appropriate solutions and alternatives within the given time frame; following up to ensure resolution
Communicating and coordinating with your colleagues as necessary
Identifying and assessing customers’ needs to achieve satisfaction
Providing feedback on the efficiency of the customer support service processes
Creating educational materials (videos, Help docs, blog posts, etc.)
Helping with product testing and hunting down bugs (QA type of work)
You can work out of our Croatian office in Zagreb or remotely.
Ideally, you’re working or have worked as a Customer Support Agent in a customer-oriented company or have some degree of experience in an agency
You have excellent (C1, C2) English communication skills, both written and verbal
You have the ability to show empathy and stay calm when customers are stressed or upset
You’re skilled at explaining complicated concepts in simple language terms
Experience in software testing will be considered an advantage
What Do We Offer?
To get a better picture of what we can offer you, here are some of the perks:
Working hours 10 AM – 6 PM Mon – Fri. We have customers all over the world, so a lot of our US customers reach out in their morning hours, typically between 4-6 PM our time
The chance to communicate your own ideas, bring them to life and see them have a real impact on the company
Working in a successful company that’s growing and changing every day
Working with customers from all over the world
Sharing your knowledge with others
Subsidized car and motorbike parking, free bike parking
Health checks paid in full
Subsidized gym membership
How To Land This Job
If you think we can live up to your expectations, and you’re willing to share your experience and knowledge, apply using the form below.
Please send us:
A short cover letter explaining why you think you’d be a perfect fit for this job (.pdf)
Applications close on 31 Jan 2022.
Here’s a Sneak Peek of What You’ll Be Working On
Curious about the look and feel of Productive? If you made it here, we know you are.
Benefits We Offer
Learning and Development
Honest, two-way feedback is the foundation of our growth. Every six months, we do 360 reviews to discuss what’s good and what could be better.
Working On One Product
We’re on a mission to be the best tool for running an agency – in the world.
Join us in developing one product.
If you’re eager to learn, we’re eager to help. Each teammate gets an educational budget to buy books, attend courses, or visit conferences.
Paid Language Courses
Our product is in English and our customers are based all over the world. Paid courses help us master foreign languages.
We support career switches from one position to another.
Traveling on Business
Depending on the role, our teammates hop on a plane from time to time to help our clients out with onboarding.
Choose where you want your office to be.
Tailor Your Working Hours
Productive syncs your work every moment, in whichever app you choose.
Sponsored Health Checks
Each year you get a full check-up at a private clinic. It’s on us.
Free Snacks at the Office
Coffee, tea, fresh fruit, sweet and savory snacks galore at the office.
Paid Vacation for All
We wouldn’t have it any other way.
Fun and Games Budget
Each month, your team gets a new budget to hang out and have fun.