Customer Support Representative (CSR)

ABOUT GUIDEBOOK:

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 across the globe use Guidebook to create mobile applications for events, university campus open houses, venue guides, onboarding for associations, corporate trainings and so much more. These apps help people stay organized, connect with their peers, and access more information - but it doesn’t stop there.

Our mission is to connect people with the resources they need to get the most out of their experience - in person and virtually. We are a driven team on a mission to help people of all skill levels create intuitive and engaging mobile apps.

We are a driven team on a mission to elevate mobile experiences for everyone – and believe we can accomplish that while highly valuing balance, togetherness, and fun!

ABOUT THE JOB:

The Guidebook team is seeking a proven support rockstar to join as a Customer Support Representative (CSR) to drive excellent customer experiences across a variety of support channels. This individual will serve as the first responder to most support issues, working with a wide array of clients to troubleshoot common pitfalls, devising meaningful strategies to achieve success with our platforms, and representing the needs of the customer to improve Guidebook’s overall operations.

Our team values collaboration, and the CSR will have the opportunity to become a true product expert, responsible for thoroughly understanding our apps and content management system and shaping our customer service processes. This position requires strong written and verbal communication skills, alongside a passion for customer service and technology.

WITHIN 3 MONTHS, YOU’LL:

• Provide technical support over phone, email, and web chat

• Learn innovative problem solving techniques to leverage Guidebook to solve an array of important business issues for customers.

WITHIN 6 MONTHS, YOU’LL:

• Collate user feedback and pain points and loop these back to the relevant teams.

• Be a technical expert, including troubleshooting on various devices and finding creative workarounds when the usual things aren’t working.

• Compose and maintain articles in our support database

WITHIN 12 MONTHS, YOU’LL:

• Work closely with our Customer Success Team to ensure customer retention.

• Identify and implement process improvements to scale the role.

• Work to make the rest of your team better because they should be making you better too!

OTHER CHARACTERISTICS OF THE IDEAL CANDIDATE:

• Technical skills—you possess exceptional written and verbal communication skills, and are able to troubleshoot on various devices, pick up new processes, and find creative workarounds when the usual things aren’t working.

• Collaborative experience—you understand the processes of other departments, and have a track record of successful interdepartmental collaboration.

• Guidebook experience—you have built a guide and/or used our app.

• Experience with bug tracking tools (Jira, Redmine, Asana) and client management software (Zendesk, Salesforce).

• Willingness to work flexible hours, such as weekends

PERKS:

• 100% paid benefits: medical, dental, and vision

• Short term and long term disability

• Unlimited vacation time

• 401k program with matching benefit

• Stock options

• 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.

LOCATION:

• Remote US, however must be wiling and able to work Eastern Time (EST/EDT).

• Bonus for being close to Raleigh, North Carolina (where we have an office available for those who would like to use it).

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.

COMPENSATION:

Depending on experience, a reasonable estimate of the current annual salary range for this role is $35,000 to $40,000, plus $2,000 in annual commissions.