Senior Customer Support Associate

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 training, and so much more. These apps help people stay organized, connect with their peers, and access more information - but it doesn’t stop there.

Guidebook connects people with the resources they need to get the most out of their experience - in person and virtually. Our driven team aims to empower people of all skill levels to create intuitive and engaging mobile apps – and, we believe we can accomplish that while highly valuing balance, togetherness, and fun!

ABOUT THE JOB:

Customer Support 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.

The Senior Customer Support Associate is a consummate leader, strategist, and expert in all things Customer Support. The ideal candidate possesses a background in customer service, creative problem solving, and data analysis, alongside an aptitude for creating processes and continually maximizing team performance.

To help support our clients around the country, this position requires working hours of 9AM - 5PM Eastern Time.

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.

• Occasionally facilitate workshops to educate clients on our Builder CMS basics and features relevant to their event needs.

• Understand the day-to-day operations of the team and the best practices required to support and advance your peers.

• Collaborate with clients to build incredible content into their apps, and aid in app submissions to the Apple and Google Play stores.

• Begin establishing rapport with the CSA team and cross-functional counterparts.

• Help fellow Guidebookers find answers to their technical questions.

WITHIN 6 MONTHS, YOU’LL:

• Begin building Guides for customers who purchase professional guidebuilding services.

• Improve proficiency in new customer onboarding workshops.

• Achieve mastery of our Builder CMS and app submission process.

• Become fluent in the core CSA systems and begin thinking about process enhancements.

• Analyze customer feedback and team trends to influence team behavior and create standards for continuous process optimization.

• Work closely with Guidebookers on the Account Management team to share best practices and ensure clients are maximizing their subscriptions.

• Understand customer goals and begin crafting Guide Reviews to proactively help customers succeed with the platform.

• Represent the voice of the support team to product and other departments.

• Organize a research strategy to stay in the know on customer service industry trends, thinking about how to bring about meaningful positive change to the CSA team.

WITHIN 12 MONTHS, YOU’LL:

• Have established and trusted relationships with all team members.

• Coordinate initiatives with sales and marketing to maximize revenue.

• Research new verticals and generate ideas for expanding Guidebook in different opportunities, including higher education, community centers, events, and more.

• Report routinely on support trends, team efficiency, and propose meaningful improvements.

• 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

• Experience using Zendesk, JIRA, and live chat technology. Bonus points if you have admin experience on these platforms.

• Courage to shake up the status quo

• Attention to detail and strong organizational skills

• Ability to work in a high-energy environment; team player

• Demonstrated problem-solving capability, particularly with respect to data analysis, 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

• Confidence in ability to develop and facilitate presentations

• Willingness to work flexible hours, such as weekends

• Comfortability delivering and receiving impactful feedback from and to peers to make the team stronger.

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.

• Awesome annual company retreats

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:

The base salary range for this role is $50,000-60,000 annually, plus additional variable component, depending on relevant experience.