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Customer Success Specialist (FT / PT)☝️ verified
Customer Success Specialist (FT / PT)
Carb ManagerNorth America ⏫ verified
Carb Manager is the #1 diet and fitness app for people on low carb and Keto diets, available on iOS, Android, and the web. All together, we've helped millions of people lose weight and achieve their health goals. Carb Manager is a top-15 health and fitness app in the iOS App Store, with a 4.8/5 rating with over 200,000 reviews. We even have our own hashtag on Instagram, with thousands of enthusiastic posts.\n\nAnd we're growing rapidly! 2019 was a breakout year for Carb Manager, and 2020 is looking to be even bigger.\n\n## About Our Company\nCarb Manager is fun and casual, with a strong “start-up” vibe. We chit chat and share GIFs and memes in our Slack channels on a regular basis. We're a 100% remote company.\n\nThis is a fantastic company to work for that puts employees first and offers:\n* The benefits of a work-from-home or anywhere lifestyle; digital nomad friendly\n* The reach and impact of an established brand\n* The energy and dynamism of a startup\n* The stability of a profitable company with strong financials\n* A creative, entrepreneurial, friendly, and supportive culture\n* The ability to make a real, positive impact on the world\n* Competitive pay\n* Yearly company retreats\n* Direct access to the Founder/CEO\n* Help to create and define your role\n* Growth potential\n* Paid subscriptions to any tools or services required to crush it in your role\n* Free subscriptions to Carb Manager Premium\n \nFull-time positions include:\n \n* Health/Dental/Vision benefits; 401(k) (available in the US)\n* Paid time off and public holidays relative to your country of residence\n\nWe are open to filling this position on either a full-time or part-time basis.\n\n# Responsibilities\n As part of a team that acts as the primary point of contact between our company and our customers, the role of the Customer Success Specialist is truly vital. We're looking for an amazing person who can provide thoughtful, empathetic, and technically sound support and advice to our customers, whether they are just starting out, have encountered a problem, or just want to provide feedback. This role requires a mix of tech savvy, writing talent, communication skills, and the ability to easily convey technical information to a general audience.\n\n* Respond to customer queries, via email, in a timely and accurate way within our help desk software\n* Identify customer needs and help customers use specific features\n* Facilitate customer success: Help customers achieve their goals\n* Contribute to written external and internal knowledge base content, which may include translation and localization support\n* Analyze and report product bugs and malfunctions\n* Update our internal tools with information about technical issues and useful discussions with customers\n* Monitor customer feedback on social media and reach out to provide assistance\n* Share feature requests and effective workarounds with team members\n* Inform customers about new features and functionalities\n* Follow up with customers to ensure their technical issues are resolved\n* Gather customer feedback and share with our Product, Sales and Marketing teams\n \n\n# Requirements\n* A keen interest in customer support and helping people achieve success with lifestyle and diet goals\n* Tech savvy, with the ability to quickly understand and problem solve technical issues\n* Superbly patient and empathetic\n* Experienced and comfortable using a variety of apps, ranging from our help desk platform (Happy Fox) to our team communications and project management tools (such as Slack, Trello, Slite, Monday.com, and Clubhouse)\n* Excellent command of English, with impeccable writing skills \n* Ability to thrive in a small, globally distributed, remote company, that values fun and productive team communications\n* Flexible and capable of adapting to the needs of a fast-growing company\n\nIn addition, these qualities would be a plus:\n* Formal technical writing training and/or experience\n* An interest in nutrition in general, and Keto in particular\n* Advanced technical skills, such as web development, QA testing, or data analytics\n* Fluency in a language other than English, especially French or Spanish \n\n### Expectations\nSince we are a remote team, you’ll need to have:\n* Your own dedicated workspace \n* A reliable laptop or home computer\n* High-quality Internet access\n* A regular schedule that fits your own situation but the flexibility to participate in team and company meetings, in real-time\n \n\n#Location\n- North America
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