Customer Support Representative (Remote)

Remote (EST)

About Us

GetFeedback delivers best-in-class customer experience surveys for the Salesforce ecosystem. Our customers can create and send beautiful, mobile-friendly online surveys in minutes, push individual responses directly into Salesforce, and discover trends with visually engaging dashboards and analytics. We help Service and Success teams translate customer insights into action. GetFeedback is a rapidly growing software as a service company backed by two of the top venture capital firms in the world, Insight Partners and Salesforce Ventures. Visit our website to jump in and use our product!

About You

GetFeedback is dedicated to giving our customers fast, friendly and helpful service. We're looking for a sharp, empathetic and self motivated person to join our growing support team. Being a part of our support team means answering any questions a customer might have about our software and how it can help them build their business.You’ll work from home, a shared work space, or wherever you feel most comfortable. 

Some basic Salesforce knowledge will come in handy to get the job done, but being able to communicate clearly and effectively is critical. Most of all, we're looking for someone who loves to help and has a passion to learn new things and problem solve. Basically, if you love puzzles you’ll love working on our team!

As well as helping our customers get the most out of GetFeedback, you'll have the chance to influence the product and your biggest job will be to advocate on behalf of our customers, working closely with our engineering and product teams.

Here's a quick list of what we're looking for:

  • You have at least two years of experience working for a SaaS company in customer support or success
  • You're nice, people like you, you like people
  • Great communication skills, written and verbal
  • Some knowledge of Salesforce is a plus
  • An understanding of what makes for great customer support and advocacy
  • Ability and interest in learning new skills and extending your knowledge
  • A background in enjoying technology
  • You can work from home (or co-work) effectively.
  • You like the idea of wearing a lot of different hats and getting experience learning different areas of a growing start up.

Here’s a quick list of what you’ll be doing:

  • Prioritizing, managing, and answering incoming tickets from our growing customer base
  • Championing the needs of the customer by identifying and helping implement changes across the product and within the team
  • Keeping an eye on social media accounts for support questions as they come in
  • Help update public and internal facing help documentation
  • Work directly with the Head of Support to help identify and optimize support processes to improve the customer experience

Why work for the GetFeedback team?

GetFeedback is a modern online survey software tool that allows anyone to create visually engaging, branded, mobile-ready surveys in minutes. GetFeedback customers include some of the world’s leading brands such as Amazon, ESPN, Equinox, Facebook, Fox Sports, and Yahoo!

Our recent funding will help us find the right people and build the right product to make that happen, and our customer support team is critical to our plans. 

You should know this is not your typical customer support role. You won’t be forced to give a customer bad service because of some arbitrary corporate policy. 

We want you to take the responsibility for resolving the customer’s issue, and we’ll give you the tools and the backup to do that. In return, you’ll go beyond canned answers and put yourself into the customer’s shoes. You’ll want to give the customer the information they need, not just what they might have asked for.

Your day to day work in this role would mean answering customer questions mostly by email, but also the occasional phone call or online chat. You’ll record customer suggestions, and contribute to our customer knowledge base when you learn something new (and you’ll always be learning new things).

You’ll grow with us as you learn and we’ll give you the tools and training you need to move up in your career.

We can teach you about our software, surveys, and the world of customer experience but we can't teach empathy. You'll need to bring that with you.