Customer Advocate, Tier 1
NinjaCat, United States

Ninjacat is a marketing analytics SaaS platform that provides brands, agencies and media companies of all sizes with tools to collect, analyze, and present marketing data in a meaningful way without having to tie together multiple platforms and data storage solutions. Our solution offers unique features built to empower teams to communicate quickly and insightfully about the effectiveness of their marketing efforts at scale.

Our mission is to build a company that everyone wishes they worked for and the proof is in the pudding - We were featured by Inc Magazine as one of the best places to work (2 years in a row!) and 2020 AdAge best places to work. If that weren’t enough: we work remotely (Work from home!), offer great perks and have a culture that feels like a real family. We would love to have you be part of it.

Customer Advocates in Tier 1 serve NinjaCat customers as the first responders to new incoming support issues and questions submitted to NinjaCat’s Customer Advocacy Team. A Tier 1 Customer Advocate is a NinjaCat platform expert and exemplifies NinjaCat’s 11 star customer service mindset and philosophy. As a member of the Tier 1 team, you will be responding to customers via video conference calls and via NinjaCat’s ticketing system. Any issues or questions that require investigation or engineering resources are escalated by Tier 1 Customer Advocates to our Tier 2 team. Tier 1, and all members of the Customer Advocacy Team report to the VP of Client Services.

Requirements

• Consistently provides initial responses to incoming technical questions within 1 business hour of submission
• Conducts scheduled video conferencing calls with customers in a timely, efficient and friendly manner
• Capable of solving common issues related to user error and user interface clarification
• Escalates issues within 1 business day of submission to Customer Advocates in Tier 2 which require investigation or engineering resources
• Collaborates with fellow Tier 1 Customer Advocates to operate dispatch and distribution of incoming issues for consistent and even assignment

• 1-3 years in a customer facing role
• Prior experience working in Technology, Marketing, or SaaS
  
• Previous experience in technical support preferred but not required

Benefits

• An awesome place to work (Inc Magazine - Best Place to Work, and Glassdoor 5 star rating)
• Work from home (We are 100% remote!)
• Fast growing company (Rated #51 by Inc 500 fastest Growing Companies)
• Competitive salaries
• Unlimited Vacation
• 401k
• Health and Dental Insurance
• Annual company trip
• Work alongside an incredible CEO, and a fantastic team
• Ability to use "cat" puns and memes all day long

Job Rewards and Benefits