Customer Support Lead

allUP

Remote
Salary: $5,000 – $5,800 per Month
Job Type: Full-time

Responded to 75% or more applications in the past 30 days, typically within 1 day.

Profile Insights

Find out how your skills align with the job description.
Skills

• Do you have experience in Writing skills?
  Languages
• Do you know English?

Job Details

Here’s how the job details align with your profile.

Shift and Schedule

• Weekends as needed
• Monday to Friday

Benefits

Pulled from the full job description:

• Dental insurance
• Employee stock purchase plan
• Health insurance
• Paid time off
• Parental leave
• Stock options
• Vision insurance

Full Job Description

About our client:

Our client, Practice, helps service providers do more, faster. Their software is ambitious in its scope—they are building a customizable service platform that integrates payments, contractor payroll, scheduling, forms, notes, real-time messaging, and much more.

The Customer Support Lead will be their first team lead solely focused on ensuring customer success at Practice. This role will work closely with the leadership team to effectively onboard, engage, and grow the Practice customer base. As an Onboarding Specialist, you’ll play a key role in developing a repeatable, scalable plan to strategically onboard and support customers at Practice.

You’ll drive growth by learning from hands-on conversations, building relationships, and asking the right questions to gain a comprehensive understanding of business owners and their daily challenges. You’ll also develop deep customer insights and competitive knowledge to ensure Practice delivers remarkable, differentiated solutions that delight customers at every stage of their experience.

In your first three months at Practice, you will:

• Become a product expert, quickly mastering the ins and outs of Practice to become a trusted resource for our customers.
• Develop, improve, and innovate the onboarding playbook as you onboard hundreds of customers in your first six months.
• Nurture relationships and become a trusted advisor for each of your customers.
• Keep a pulse on industry trends and act as the voice of the customer while collaborating with the product group.
• Create documentation and best practices to enhance scalable customer experiences.
• Maintain a deep understanding of the Practice product and the coaching/tutoring industry to drive customer engagement and meet customer business objectives.
• Champion customer needs internally during product meetings, roadmap discussions, and customer experience reviews, always prioritizing customer needs.

You have:

• Energy, interest, and passion for interacting with people.
• A drive to do whatever it takes to get the job done.
• A desire to learn through hands-on experience as you progress from zero to one.
• Comfort presenting in front of customers.
• Curiosity to ask questions both internally and externally.
• The ability to discuss mistakes and learn from them.
• Natural storytelling abilities and an intent to communicate clearly and concisely.
• A willingness to advocate for customers and demonstrate value on their behalf.
• A growth-oriented mindset, always seeking to optimize your work and prioritize your time effectively.
• Experience working directly with customers and achieving customer experience metrics.
• Experience at an early-stage, venture-backed SaaS startup is a plus.

Other Important Details:

• Strong English skills, both written and verbal, are critical for success. Internally, English is our designated language for team communication, and our customers primarily communicate in English as well.
• We have a diverse international team and actively seek to increase our diversity, particularly welcoming applications from women, people of color, and minority ethnic candidates.
• This position is remote; you can be located anywhere. However, some important discussions will occur during Eastern Time (ET) working hours, as our customers are predominantly U.S.-based.
• You will have significant autonomy in how you approach your work. Great collaborators set their own hours and work in their own ways.
• As an early employee with a team of repeat founders, you’ll quickly enhance your skills. Our team is outstanding, and you will have multiple opportunities to level up over the coming years.
• Design and usability are strategically important to us. You’ll work closely with a world-class design team, and we hope you’ll share your opinions.
• We are intensely product-focused, aiming to create beautiful systems that will enhance the lives of millions.

Compensation

$60,000 – $70,000 per year + stock options, health, dental, vision, parental leave

Job Type: Full-time
Pay: $60,000.00 – $70,000.00 per year

Benefits:

• Dental insurance
• Employee stock purchase plan
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: Remote.