Customer Support Specialist

Detroit, Michigan, USA | Customer Operations | Full-time | Fully remote

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We’re a mighty team of more than 400+ creative thinkers, experienced leaders, passionate innovators and some of the friendliest folks you’ll ever meet. We work remotely and in-person from 9 offices around the globe, with headquarters in Berlin.                                   

Our SaaS platform enables multi-location brands and businesses to boost their online presence. Our customers are as large as KFC, BP and TUI (and others whose names are not entirely made of capital letters!) and as small as your local independent coffee shop or record store. 

Learn more at www.uberall.com.

 

About the role:

As a Customer Support Specialist, you are in direct contact with our international customers and resellers. You provide our partners with important product information on our Location Marketing Cloud (SaaS) and provide support with technical or other questions concerning our solution. You are responsible for the technical implementation of our customers and accompany them at the highest level through the first application steps with our product. Not only the customer contact will be important in this position, but also the coordination, especially with our revenue as well as product teams.

 

Your responsibilities:

  • You take care of our partners and ensure that the full potential of our products can be utilized
  • You will be responsible for describing and escalating bugs through the appropriate internal channels (e.g. Jira)
  • You handle complex implementation processes with the utmost of care, keeping a close eye on our KPIs
  • You collaborate with your colleagues in the Customer Operations team, as well as the Success teams, to accompany our customers through the different stages of escalation management
  • You work out "best practice solutions" and create guides for internal and external use
  • You are very familiar with our customer service processes and you also support the rest of the Customer Operations team in their efforts to constantly develop and improve these internally and externally

 

Your profile:

  • BA/BS degree 
  • Relevant professional experience at a B2B software company in relation to a product requiring explanation, preferably in the areas digital marketing, e-commerce or IT
  • Experience liasing with customers on a regular basis, collaborating on technical implementations, projects and troubleshooting without following a script 
  • You are motivated by finding great solutions for your customers and you will be able to offer a truly service-oriented approach
  • You can quickly familiarize yourself with new and technically complex issues, prioritize them and organize yourself
  • Ideally, you already worked with ticket and CRM systems in the past (e.g. Jira, Salesforce)
  • You find your way around Excel, especially when it comes to large data sets
  • You have experience working in an international team
  • You speak English fluently, additional lanugages like French is a plus
  • You are open to new ideas and approaches, you have excellent oral and written communication skills
  • You can work independently and are comfortable working remotely

 

What we offer:

  • Hoodie and merch - we got you covered. With your onboarding package comes your new stylish look.
  • Events and off-sites - YES and YES. Plan something with your team, if you feel like it. The whole company meets 2-3 times a year (XMas, Summer Party, Just-Because Parties).
  • Proper tech, check. Macbook pro, Apple mouse, -stand and Apple keyboard. Need anything else? Let the P&P team know.
  • Remote and flex work hours...yes, d'uh! It's not 1992 anymore. Check our social media content for some remote working stories. Who needs a cubicle, when you can have your cat walking through the video-call?
  • Waffle days, bad jokes, a HUGE Project A corp benefit program, a CEO with a pizza oven, global meditation sessions, German language class, LGBTQIA+ community and support, book club, culture committee, individual L&D paths and -budget...

 

Remember our "Grow Together" value from the beginning of the ad?
 
We mean it.
 
Everything starts with getting in touch. Please let Dylan know about your interest, questions and friendly referrals. He will be getting back to you in no time.
 
In the meantime, let our "life@uberall" give you some real life impressions.