From our roots in the Netherlands, Speakap has grown to become one of the most successful mobile SaaS solutions in the world for organizations with frontline employees. We have helped more than 500 companies change the way they connect, develop and communicate with their workforce, and that's just the beginning!
Due to our rapid growth in the North American market, we are now looking for a highly-motivated colleague to join us as our first Customer Support Specialist based out of the United States. If you have experience in Customer Support or Customer Service, top-notch communication skills and a knack for technology, we’re looking for you!
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What will you do?As a Customer Support Specialist, you will be the first point of contact for our customers, helping them get the most out of Speakap and answering their questions. You are also responsible for contributing to the maintenance and expansion of our knowledge center, where users can find answers independently. Together with your team you work hard to take customer satisfaction to the next level. We also look to you for your suggestions to improve current processes and you can be confident that your input will be recognized and taken seriously.
You will be the first point of contact for users of our platform, primarily via our ticketing system, and sometimes via phoneWork within a ticket-based system (Zendesk) to manage and maintain customer requests
Provide additional information on platform and application management
Work closely with the commercial, technical support, QA and development teams; in particular working in close collaboration with our Head of Customer Experience located in Colorado
Write bug reports and improvement reports
Resolve technical issues with the technical team
Configure customer networks according to their organizational requirements
Document and publish answers to frequently asked questions
You investigate and resolve technical issues
Perform regular system monitoring and reporting
What do we expect from you?
You have strong communication and social skills in EnglishYou have at least three years of work experience, with at least one year in customer support or service
You are a proactive team player who is well organized and demonstrates a positive attitude
You have technical proficiency in computer basics and enjoy solving technical problems
You are calm and can act effectively under time pressure and during customer contact.
You handle customer data with integrity and care
Bonus points if you are familiar with Zendesk and/or JIRA
Experience working remotely is a plus
What can you expect from us?
$50,000 - $60,000 base annual salary, based on experience20 PTO days + Public Holidays
Work fully remotely
Occasional Travel within the U.S. or to Amsterdam, when supported by business needs
A personal MacBook and Apple accessories;
Budget to set up your own home office
- ️ 401k plan
Comprehensive Medical Insurance Options Available (health, dental, vision, Life, etc.)
Attention to personal and professional development through a personal training budget and continuous learning opportunities
An international, open-minded team from 30 different nationalities
- ️ Flexible work environment
Support from your colleagues and company leaders, with more than 97% of employees reporting that they feel trusted and respected by both their direct manager and their colleagues
- ️ An innovative culture that supports a test-and-learn spirit
- ️ A personal Headspace account through Speakap
Ideal start date: As soon as possible
Interested? Please submit your application and we’ll get in touch with you as soon as possible.
