Customer Support Specialist

Virtual / Anywhere /
Customer Success /
Full-Time
Thank you for your interest in joining our “A-Team” at Anduin! The big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast-growing SaaS startup led by an experienced and successful co-founding team with industry experience. 
 
About this role:
We are looking for a talented individual to join our Customer Success team. As a key member you will be interacting directly with our customers to solve incoming inquiries and assist team members with ongoing projects and operational improvements. In this role, you may handle a high volume of customer support requests and should seek to create a positive experience for each customer. 

What You Will Do:

    • Spot and report emerging patterns in customer exchanges in order to improve our delivery of products and services.
    • Identify and resolve customer issues within complex configurations and unique use-cases.
    • Educate customers on Anduin with knowledge and enthusiasm.
    • Ability to treat sensitive customer data appropriately.
    • Work across various systems to complete customer queries.
    • Answer and resolve emails, chats, or calls received for general CS requests.
    • Collect and report customer feedback to ensure we meet SLAs and best practices.
    • Work with finance teams at enterprise CPA firms and their clients, performing bug investigation and escalating complex inquiries. 
    • Serve as liaison between Product and Customer Success teams identifying opportunities for product enhancements and customizations. 
    • Help build scalable support processes and engage with feedback to streamline workflows.
    • Take ownership of customer issues, resolutions, and creating internal tickets.

Who You Are:

    • Passion for problem solving and delivering the customer delight. 
    • Self-starter who thrives in a fast-paced environment. 
    • Strong communication skills with the ability to take complex situations and explain them simply.
    • Previous customer service experience in a SaaS environment is a plus. 
    • Experience managing different stakeholders.
    • Computer literacy with the ability to learn new applications quickly.
    • Someone who is highly proficient in English, with excellent written grammar and spelling.
    • Experience leading training efforts is a plus. 
    • Experience in Product or Technical Support is a plus.
    • B2B experience within a start-up is helpful but not a requirement. 
At Anduin, our values say it all: Courage, Build, and Trust. We take calculated risks, dissent when we disagree and listen to dissenting opinions, know that transparency is imperative to success, and we strive together to build a quality product that no one else in the industry has been able to achieve before. 

Other benefits include:
• Remote, work-from-anywhere culture
• Competitive compensation, healthcare benefits, and stock options
• 401(k) matching
• Unlimited paid time off  
 
Check out our About webpage to learn more about our team, platform origin story, and company values. You can also learn about our recent funding announcement and the latest product news on our Blog. 
 
Anduin is an equal opportunity employer committed to providing a working environment that embraces and values inclusion, equity, and diversity.