Remote Jobs on AfriSplash Remotely

WHAT YOU WILL DO

• You will be helping us full-time with customer support and success. This includes doing things such as:

• Prioritizing support tickets and answering them as soon as possible
• Hopping on Zoom calls to diagnose problems and educate users

Working directly with Engineering to funnel customer feedback and requests

• Analyzing daily usage metrics to better understand users
• Taking actionable steps to engage accounts based upon user engagement
• Creating Intercom campaigns to engage and educate users
• Working closely with Sales to help achieve cross-functional goals (onboarding, training, renewals, etc)

Since you will be the face of our company to customers, you will also:

• Update knowledge base and make training videos
• Help shape our roadmap based on customer feedback
• Regularly update internal company wikis
• Our customers are global, but we've noticed that most contact us between 10am-6pm EST (UTC-5).

Requirements

MUST HAVES

• 1-2+ years of customer support and account management experience
• Technical chops (you can learn technical troubleshooting concepts quickly)
• Great e-writing skills (you can clearly and cleanly communicate over email, Slack, chat, etc)
• High level of organization and self-motivation

BONUS NICE-TO-HAVES

• Past remote work experience
• Worked at a startup or a SaaS company before
• Experience with Salesforce (CRM) and Intercom (or similar tools)
• Familiarity with Chrome Extensions