Customer Support for a Saas Company

Hosting an event is stressful. At Accelevents, our mission is to relieve that stress for event organizers through easy-to-use technology and the best customer support. We may be biased, but if you want to see how highly we value support for yourself, just Google ‘Accelevents reviews’.

Our Customer Success team is one of the main drivers of growth for our event ticketing and fundraising platform. As a Customer Support Manager you’ll work with the Sales, Product, and Marketing teams to coach and assist event organizers with hosting their most successful events yet!

You are:
A people person. Creating & fostering relationships with our clients is an important part of what sets Accelevents apart from other event ticketing & fundraising platforms
A problem solver. When clients approach Accelevents with a question or issue, you will be the first point of contact for them.
A team player. Collaboration both within the Customer Support team and across teams is crucial to our speedy customer success process.

Responsibilities:
Know the Accelevents platform inside & out
Quickly respond to customer inquiries & complaints
Effectively communicate customer issues to the Accelevents team
Maintain a helpful, friendly, yet professional persona when working with customers
Work alongside Customer Success Manager to identify common issues
Act as the eyes & ears for the Engineering & Customer Success teams
Working with the Product Team to report common user issues, suggest improvements and convey any other relevant feedback

Requirements:
English native speaking proficiency is required
Extremely strong written skills
2-5 years of experience supporting a technical product, preferably for a SaaS startup
Comfortable providing phone, email, or chat support to customers
Ability to stay calm & kind when dealing with frustrated clients

What your days will look like
Provide exceptional support to our customers via Intercom chat
Create product documentation for the knowledge base (text, screenshots, and video/audio)
Advocate for the customer and their feedback to the Product team
Constantly look out for ways to improve the customer experience, whether through avenues of customer communication, internal process improvements, internal/external tools, ---------- calate items to Product and Engineering Teams when needed, while researching, troubleshooting, writing a bug report, etc. to help set these teams up for success

Not Required, But A Plus!
Experience in the event space
Basic knowledge of HTML
Graphic design experience
Experience writing knowledge base / help center content
An interest in technology

Qualification Questions:
-Create a free account here and write a guide on how to create an event to sell tickets. ----------
-Please submit a writing sample & any graphic design examples (if applicable) with your resume & application.