Client Support Associate
Support | Remote in Raleigh, NC | Full Time
Guidebook is a simple yet powerful mobile application builder that lets you create an app in four easy steps, with no technical skills required.
Thousands of organizations use Guidebook to create mobile applications for their conference, corporate meeting, university campus, or other custom event—but it doesn’t stop there. Our mission is to connect people with the places in which they spend their time. Forward-thinking professionals are using Guidebook’s simple app builder to make interactive mobile guides for their student orientations, college campus tours, venues and corporate campuses, airports, and any other place where there’s a lot going on.
Here at Guidebook we know the future is mobile—come and join us on our mission!
ABOUT THE JOB:
Client Supports Associates (CSAs) are the resident Guidebook experts, responsible for thoroughly understanding our apps and content management system, and applying that knowledge towards our customers’ success. We’re looking for people with a proven mix of customer success and technical support skills, who are passionate about keeping clients happy and making sure they have the best service experience of their lives.
To help to support our clients around the country, this position requires working hours of 9AM - 5PM EST.
WITHIN 3 MONTHS, YOU’LL:
Achieve a working knowledge of our Builder CMS and app submission process.
Own the support process by answering questions via email, live chat and phones.
Facilitate workshops to educate clients on our Builder CMS basics and features relevant to their event needs
Help fellow Guidebookers find answers to their technical questions
WITHIN 6 MONTHS, YOU’LL:
Achieve mastery of our Builder CMS and app submission process.
Continue to own the success process by collaborating with clients on workshop feedback to create standards for continuous process optimization
Become an expert at supporting our clients via email, live chat and on the phone.
Write and update technical articles and documents on best practices for usage of our products
Work closely with Guidebookers on the Account Management team, to share best practices and ensure clients are maximizing their subscriptions.
WITHIN 12 MONTHS, YOU’LL:
Represent Guidebook at trade shows, conferences, and other events
Refine and modify existing workshop procedure to better facilitate the success of our clients
Work closely with cross functional teams to support high profile client deployments and partnerships.
Support customers by reviewing upcoming launches and providing proactive insights.
Research new verticals and generate ideas for expanding Guidebook in different opportunities, including higher education, community centers, and personal events
Develop product feature specifications in collaboration with the Product and Marketing teams
Work to make the rest of your team better because they should be making you better too!
OTHER CHARACTERISTICS OF THE IDEAL CANDIDATE:
Excellent time management and multi-tasking skills
Attention to detail and strong organizational skills
Ability to work in a high-energy environment; team player
Demonstrated problem-solving capability and desire to constantly improve our system
Positive and energetic phone skills, excellent listening skills, and strong writing skills
Highly proficient with standard corporate productivity tools (email, MS Office, especially Excel)
Hardworking, self-motivated, and intelligent
Fun to be around. Someone who adds to our dynamic team
Willingness to work flexible hours, such as weekends
Confident in ability to develop and facilitate presentations
Experience in client-facing roles or looking to start a career in client success
100% paid benefits: medical, dental, and vision
Short term and long term disability
Unlimited vacation time
401k program with matching benefit
A company culture built on balance, community, and shared success
MacBook and accessories to make you comfortable working from home
Flexibility to work from our downtown Raleigh, North Carolina office – or fully remote.
EQUAL OPPORTUNITY EMPLOYER:
At Guidebook, we're committed to cultivating an inclusive work environment for everyone – and we know that's best achieved, in part, with a diverse workforce. We're working on increasing diversity across the company. If you're looking to join a team that is smart, highly motivated, and also values work/life balance, we can't wait to hear how you can add to our growing culture!
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
If you want to help our team do amazing things, then we want to hear from you! Please send us a cover letter and resume.
A reasonable estimate of the salary for this role is $43,000-52,000 annually, including a variable component, depending on relevant experience.