Customer Support Associate - SaaS

Who we’re looking for

We believe in providing our clients not only with top-tier products but also with world-class support. As we continue to grow, we're searching for a dedicated Customer Support Associate who shares our passion for client success and technical excellence. Dive into an exciting role where you'll be at the forefront of creatively providing solutions, ensuring our customers realize their maximum potential with our platform. If you’re a tech-savvy problem solver who thrives on ensuring customer success, we want to hear from you!

Responsibilities include

• Being proficient in all Opensense products / offerings
• Understanding customer needs and delivering on critical customer success metrics
• Onboarding customers and deploying Opensense across orgs
• Executing on support inquiries or service requests to ensure highest levels of customer satisfaction
• Multitasking, prioritizing tasks among multiple onboarding projects at the same time
• Managing expectations among internal and external stakeholders
• Launching additional/new domains and assisting with domain migrations
• Collecting product feedback and updating our Knowledge Base
• Building and maintain long-lasting relationships with customers
• Working closely and collaboratively with internal teams across Opensense
• Helping to maintain high customer retention rates and reducing churn, aligning with overall company objectives

Must-haves

• You have 2+ years of experience in a customer success, onboarding, implementation or service role in a SaaS company
• Experience working with CRM tools like HubSpot, Salesforce etc
• Technically savvy, quick to grasp concepts, and able to perform under pressure in a dynamic, fast-paced work environment
• Customer centric mindset, where you are genuinely curious about business needs and excited about making customers successful
• Work well within a highly collaborative team and are responsive and accountable to your teammates despite being geographically dispersed
• Strong attention to detail and are able to remain organized and prioritize tasks
• Great communicator with the ability to influence and drive action across internal and external teams
• Personable, patient and can maintain composure in potentially stressful interactions / situations

Nice-to-have certifications

• Project Management Professional (PMP)®
• ITIL 4 Foundation (for Support & Service Requests)
• Any other ITSM (IT Service Management) certifications

What we offer

This is a 100% remote, full-time role with great benefits. You'll also enjoy access to continuing education, 401k, health/dental/vision benefits, unlimited paid vacations and more.

How we work together

We're a fully remote team made up of extraordinary human beings from different walks of life but we all have a few things in common: Our core values. These values are not just things we believe in, they impact how we do our jobs, live our lives, and engage with the world around us. Want to be a part of our story? Submit your application.