Inbound Experience Associate
Gtmhub, United States
Job Description
The Inbound Experience Associate (IXA) is a new role at Gtmhub designed to be the first line of communication with prospects and customers ensuring an excellent customer experience to companies of all sizes. This position will interface with almost all parts of the Gtmhub business in responding quickly to questions, issues, and comments ensuring a fulfilling resolution to those inquiries. Our Customer Experience is unique as our platform hosts customer’s strategies (Objectives and Key Results - OKRs) highlighting the opportunity for a consultative approach in addition to providing traditional product support. Our ideal candidate is eager to learn, hyper-attentive to detail, and is excited to spearhead our customer support. This will be a chance to mold a new role at a scaling organization with a company that grew 3x in 2020 and has just raised a Series B of $30 million. This position will report to our Head of Customer Experience and will be based out of Denver, Colorado but fully remote in the US is optional.
Requirements
What You’ll Do
- Respond to customer queries in a timely (within SLAs - Service Level Agreements) amp; accurate way, via Intercom chat with additional support over email and phone/Zoom.
- Help prospects navigate trials as well as help convert those trials to full-time customers.
- Become an expert on Gtmhub’s platform to resolve product questions from new prospects to self-serve power users.
- Keep up to date with Gtmhub to leverage new features and functionalities to solve customer queries.
- Establish and maintain good rapport with customers by communicating effectively and efficiently while anticipating their needs.
- Work cross-functionally with Sales, Customer Success, Technical Support, Product amp; Engineering to diagnose, resolve and enhance product issues as well as answer OKR methodology questions.
- Document new processes, drive help articles (on Intercom) and share with teammates effective workarounds amp; solutions.
- Proactively identify ways to improve our customer experience by leveraging your customer interactions - you'll play an integral role in how we evolve our support experience your very job itself!
- Represent the voice of the customer to effectively communicate product improvements to our Product amp; Engineering teams.
- Build a sustainable and mutually beneficial relationship between customers and the Gtmhub brand.
About Yourself
- A passion for speaking with customers daily and a capacity for patience as well as empathy.
- Knowledgeable or eager to learn the SaaS marketplace and wants to apply that knowledge to Customer Experience.
- Exceptional interpersonal skills and a customer-centered approach.
- Great organizational and time management abilities.
- Superb communication, collaboration, and problem-solving skills.
- Intercom experience is a massive plus.
- Previous customer support/service/care experience is also a big plus having worked with SLAs, ticketing/chat, and supporting support software and frameworks.
- We're a start-up and thus being a self-starter with a good attitude will be well received!
- Experience with OKRs, Chargebee, Salesforce, Jira, and ZenDesk, are pluses!
Benefits
- Salary range of $45-55k + Quarterly transparent bonuses
- Employee Stock Option Plan
- Unlimited PTO
- 100% employer covered Health, Dental amp; Vision plans with FSA/HSA options
- Both 401k amp; Roth 401k options
- Participate and influence an exploding new market (OKRs)
- An engineering and technical support team that executes like non-other
- A culture that fosters career development and values working together as a team
- A high performing company that likes to execute as much as it likes to have fun doing it