Customer Success Specialist

Unclassified - Santa Monica, CA

Full-time - Entry Level

Onsite - Santa Monica, CA

About the position

We are looking to add a hardworking Customer Support Specialist with a consistently positive attitude to our support team, who can be relied upon to handle Level 1 customer support for our customers. Our support team primarily operates out of Intercom and Zendesk, where we solve Level 1 chats and tickets and promptly escalate more complex inquiries to our Level 2 Technical Support team. The ideal candidate for this position is a self-starter with a consistent work ethic, especially when nobody is watching. This role requires strong interpersonal skills, patience, optimism, good technical skills/instincts, and the ability to learn our tech/product relatively independently and quickly. Kixie is a venture-backed startup located in Santa Monica, funded by a top LA Venture Capital Firm (Mucker Capital). We provide a cloud-based phone and texting solution that helps sales teams connect with their leads and support teams stay on top of their customers. Our platform integrates easily with any CRM and leverages key moments of the customer journey to prompt sales reps to take action right away and at exactly the right time. We pride ourselves on having the finest team of customer success representatives in the SaaS industry, and we enjoy a vibrant office environment near the beach. This position is in-office, not remote. We're looking for hardworking local candidates who can make the drive to Santa Monica and want to be part of a buzzing, lively office every day. The Customer Support Specialist role is a great opportunity to gain experience and grow professionally at a healthy, lively tech startup while honing valuable customer service skills that will serve you well in your future. At least 1 year of past experience in a client-facing role is preferred, but not necessary.

Responsibilities

• Communicate, assist and problem-solve with a wide variety of customers via phone, Zoom, tickets, and chats
• Work with the appropriate internal teams (e.g. engineering, product management, customer success) to solve problems and manage them through to resolution
• Work cross-functionally within the company to communicate with all stakeholders in customers' success
• Help curate our support center and chat logic
• Create and maintain relationships with customers to better understand and achieve their needs
• Assist Customer Success Managers in achieving their goals of minimizing churn and increasing expansion
• Provide patient and effective support to customers
• Utilize CRM tools like Pipedrive, Salesforce, and Hubspot, or quickly develop fluency with these tools
• Engage in data-driven decision making and create delightful interactions at all stages of the customer life-cycle
• Research and solve problems independently as they arise

Requirements

• At least 1 year of past experience in a client-facing role is preferred
• Strong interpersonal skills and patience
• Good technical skills and instincts
• Ability to learn technology and products independently and quickly
• Familiarity with CRM tools like Pipedrive, Salesforce, and Hubspot, or eagerness to learn

Nice-to-haves

• Graduation from a 4-year university

Benefits

• Health, Dental and Vision benefits
• 401K
• Unlimited PTO after 90 days
• Legit Coffee (Nespresso)
• Fun, hardworking atmosphere
• Opportunity to learn about tech startups and develop customer service skills
• Reserved Parking Garage