Customer Support Specialist

We are looking for a Customer Support Specialist to join our team.

Leadfeeder is a fast growing international SaaS startup, headquartered in Helsinki. We are on a mission to bring web intelligence into business. Simply put, Leadfeeder helps companies know more about their website visitors, which enables them to convert promising visitors into sales leads.

Currently Leadfeeder is a buzzing remote international team of 45+ people and more than fifteen nationalities, and we are hiring many key people around the world to strengthen our rapid growth.

Your responsibilities as a Customer Support Specialist

Customer experience is the heart of our success. We believe that stellar customer support is crucial to the customer experience. In broader terms: empower the customer by giving rapid & insightful answers with a human touch. We also believe that modern SaaS customer support is not ‘just’ troubleshooting; it is a key part of Marketing, Sales and Branding and much more.

We’re looking for someone who can handle our Customer Support in the US timezones. Your responsibility is to take on the daily customer support activities and develop the support processes and resources towards world-class support experience for our new and existing users. You’ll manage and develop our customer support, knowledge base, social media user groups and other tasks related for keeping our users happy.

You are expected to help our customers solve their technical issues and answer their questions through email, phone, screen share calls, and live in-app chat support. Based on your direct experience with customer questions and support, you will also assist with improving our Help Center articles to empower users to solve issues on their own.You will get into an exciting growth role, with lots of possibility for development, and additionally be a strong link in helping to improve our platform and service together with our core teams in Customer Success, Sales, Marketing and Product Development.

Desired Skills and Experience
  • You are based in the US
  • You have experience in B2B customer-facing roles
  • You have experience working in a B2B SaaS environment
  • Working knowledge of Google Analytics
  • Comfortable with live chat support
  • You have some practical experience & knowledge of sales and marketing
  • Required: Fluent in English, based in the US
A big plus
  • Practical experience with SaaS tools
  • Experience with sales/marketing tools such as Google Analytics, Salesforce or some other CRM
  • Experience with helpdesk or customer management tools
  • Knowledge of integrations, such as CRMs, Zapier and APIs

You are not expected to know everything right away, but you need to be seriously motivated to learn and have the right balance of knowledge and interests to enable you to flourish and grow in this role.

What Leadfeeder can offer
  • The chance to be part of a rapidly growing startup and the next success story
  • Full medical, vision and dental coverage
  • Access to a 401k plan
  • Flexible vacation policy
  • 14-weeks maternity and paternity leave (after working with Leadfeeder for at least a year)
  • The chance to work with a very knowledgeable, high-achieving and fun team
  • An international and diverse work atmosphere
  • Worldwide company ‘team weeks’ twice a year
  • Considerate, open-minded and supportive working environment - we are a remote team, so we always help each other out
  • The possibility to use new and exciting technologies in your daily work
  • A competitive salary

If this role excites you and sounds like a great fit, please apply below!

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