Customer and Operations Support

We are.

We are Wave Nine, the not-so-typical consultancy from Silicon Valley that practices startup spirit and speed. Together with our strategic partner WorkBoard, Inc., we bring purpose to employees and results to companies. Based on a framework called Objectives and Key Results (OKRs), we help companies gain competitive advantage through high alignment on purpose, strong focus, and transparency. We combine consulting services with a category-defining software platform backed by leading investors such as Andreessen Horowitz, Microsoft, and Softbank.

To complement our growing team, we are looking for a Customer Support Specialist who will not just sit on the sidelines. You will create long-term value for Wave Nine by driving our content operations. We practice new work and plan to continue working remotely, with occasional on-site client engagements.

The Job – What you will do:

Main Responsibilities include:

Conduct online training sessions for clients using platforms such as Zoom, effectively delivering product knowledge and best practices to ensure their successful adoption.

Quickly learn and master new tools and technologies that are integral to the product or service, in order to assist clients in utilizing these tools effectively.

Learn and master the OKR Software that we use to best help and understand the needs of our customers. Software training will be provided.

Engage with customers in a real-time through (audio and video presence), addressing their inquiries, resolving issues and providing prompt and helpful responses.

Handle customer inquiries via e-Mail, and chat, giving prompt answers to customer questions adhering to Service Level Agreement (SLA) deadlines.

Take ownership of customer issues, drive resolutions, and escalate unresolved issues to relevant internal teams. Proactively investigate if you don’t have enough information to answer customer questions or resolve issues.

Document knowledge as solution articles, and keep records of customer interactions, process customer accounts and file documents.

Work closely with the Customer Support team to continue improving our customer support process.

Other Responsibilities, might include but may not be limited to:

Being also part of the operations team, you will help with general administrative tasks and will performs other related duties as assigned during low ticket times.

These tasks may include email and calendar management, scheduling, research, data entry, file management, etc.

Requirements – What we look for

2+ years of experience in the customer service industry.

Previous experience in a client-facing customer support role, preferably in a B2B SaaS company.

Confident self-starter with a customer-centric mindset who gets a kick from resolving customers’ problems.

Experience in CRM / ticket management tools and practices. HubSpot Knowledge is desired but not a must.

Excellent English written and verbal communication skills.

Detail-orientated, independent and proactive personality.

Exceptional ability to juggle multiple tasks, drive projects to completion, gain support and information, and prioritize work to deliver to goals.

Experience in general administrative tasks is desired as this will be your secondary role after customer service support. Proficiency in using Microsoft Office Suite is highly preferred.

Bachelor degree or higher education highly desired

Background in IT is an advantage.

Must be willing to work in a possible shifting schedule – CET, PST, and Ph Time

Benefits – What we offer

An international team who believes that every member enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges.

Learn about Silicon Valley methods by working directly with companies and San Francisco Bay Area leaders.

Competitive salary.

IMPORTANT NOTE:

Please send us a link to your CV, otherwise your application will not be considered.