Customer Support Specialist

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

* Handle customer inquiries via E-Mail, and Chat, giving prompt answers to customer questions adhering to Service Level Agreement (SLA) deadlines. This is a non-voice support position.

* 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, keep records of customer interactions, process customer accounts, and file documents.

* Work closely with the CSM team to improve our customer support process.

* As part of the operations team, you will help with general administrative tasks and perform other related duties as assigned during low-ticket times.




Requirements – What we look for

* 2+ years of experience in the customer service industry.

* 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.

* Must be eager and willing to learn and use new software tools quickly. Software training will be provided.

* Excellent English in written and verbal communication.

* 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 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's 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.

* Best equipment to support remote work.