Customer Success Representative - Remote, Data-Driven Customer Support & Success Role

Join Workwarp as a Customer Success Representative and Drive Business Growth

At Workwarp, we're on a mission to scale to the next level, and we're looking for an experienced, passionate, and humble Customer Success Representative to join our team. As a Customer Success Representative, you'll play a vital role in ensuring our customers have an exceptional experience with our product, driving business growth, and helping us achieve our goals.

About the Role

This is a unique opportunity to work in a fully-remote role that combines Customer Success and Customer Support. As a Customer Success Representative, you'll be responsible for onboarding new clients, proactively addressing customer issues, and providing reactive support when needed. If you're obsessed with data-driven decision making, enjoy being the operational eyes and ears of a business, and are passionate about delivering exceptional customer experiences, then this role is for you!

Key Responsibilities

• Monitor and Optimize Customer Experience: Monitor real-time metrics to maintain healthy call center production and be proactive when signs of poor health occur. Promptly answer inbound support emails and respond to customer inquiries and service requests in a professional and courteous manner.
• Collaborate with Cross-Functional Teams: Communicate with the Operations and Product departments, and BPO leads when solving issues related to the ordering platform or agent staffing; escalating to Account Management and Leadership as needed.
• Onboard New Customers: Support onboarding of new customers by creating accounts in our database, verifying telephony setup, and answering questions.
• Maintain Knowledge Base and SOPs: Help maintain our knowledge base for customers and assist in the creation of new SOP's.
• Track and Document Customer Interactions: Track and document all happenings in HubSpot, follow up on open tickets from earlier in the day/week.
• Facilitate Order Recovery: Contact Restaurant partner locations as needed to facilitate order recovery.

What We Offer

At Workwarp, we offer a range of benefits and perks that make us an attractive employer. Some of the benefits you can expect include:

• Flexible, Part-Time Hours with Hourly Pay: Enjoy a flexible schedule with hourly pay, allowing you to balance your work and personal life.
• Generous Stock Option Plan: Participate in our generous stock option plan, giving you a stake in our company's success.
• Unlimited PTO: Take time off when you need it, with our unlimited PTO policy.
• 100% Remote Work: Work from anywhere, at any time, with our fully-remote work arrangement.
• Opportunity to Accelerate Your Career: Take on new challenges and accelerate your career with our dynamic and growing company.
• Ownership, Responsibility, and Empowerment: Take ownership of your work, be responsible for your outcomes, and be empowered to make decisions.
• Incredible Teammates and Caring Workplace Culture: Join a team of incredible professionals who care about each other and our customers.

Essential and Preferred Qualifications

To succeed in this role, you'll need:

• 3+ Years of Experience in Customer Support/Success: 3+ years of experience in a data-heavy, technical-product-focused customer support/success role. True call center experience would be a plus.
• Flexible/Open Availability: Be available to work flexible hours, including evenings and weekends.
• Metrics-Savvy & Proactive: Have experience monitoring metrics real-time and making decisions based on data to protect business stability and efficiency.
• Accountable & Independent: Be self-directed and take pride in your work. It's clear that you're invested in your own professional growth, as well as the growth of the company you represent.
• Tech Savvy: Be computer-savvy, with CRM/ticketing system experience preferred, but not required.

Skills and Competencies Required for Success

To excel in this role, you'll need to possess the following skills and competencies:

• Excellent Communication Skills: Be able to communicate effectively with customers, colleagues, and stakeholders.
• Problem-Solving Skills: Be able to analyze problems, identify solutions, and implement them.
• Data Analysis Skills: Be able to analyze data, identify trends, and make data-driven decisions.
• Customer-Centric Mindset: Be customer-focused and passionate about delivering exceptional customer experiences.
• Adaptability and Flexibility: Be able to adapt to changing circumstances, priorities, and deadlines.

Career Growth Opportunities and Learning Benefits

At Workwarp, we're committed to helping our employees grow and develop their careers. As a Customer Success Representative, you'll have opportunities to:

• Develop New Skills: Develop new skills and competencies, such as data analysis, problem-solving, and customer communication.
• Take on New Challenges: Take on new challenges and responsibilities, such as leading projects or mentoring colleagues.
• Advance Your Career: Advance your career with our dynamic and growing company, with opportunities for promotion and career growth.

Work Environment and Company Culture

At Workwarp, we pride ourselves on our caring and inclusive workplace culture. As a fully-remote company, we offer a flexible and autonomous work environment that allows you to work from anywhere. Our team is passionate, collaborative, and committed to delivering exceptional customer experiences.

Compensation, Perks, and Benefits

We offer a competitive salary, generous stock option plan, unlimited PTO, and 100% remote work arrangement. We're committed to providing a comprehensive benefits package that supports our employees' well-being and career growth.

Join Our Team!

If you're a motivated, customer-centric, and data-driven professional looking to drive business growth and deliver exceptional customer experiences, then we want to hear from you! Apply now to join our team as a Customer Success Representative and take the first step towards an exciting and rewarding career with Workwarp.