Customer Advocate Specialist

Remote - Canada /
Customer Success /
Full-Time
Do you enjoy helping people, teaching business leaders and entrepreneurs? Are you looking for autonomy, the opportunity to try new things and push creative boundaries? This role provides just that and much more! We're looking for a quick learner, someone excellent at communicating with customers and a problem solver.

About the Role

We're looking for someone who stands out. Someone who is curious, excellent at communicating with customers and a creative problem solver. You have a strong understanding of the small business space and are willing to wear many hats to get the job done. Most importantly, you know how to treat customers right and know the true value of empathy. You are a quick learner, an excellent teacher and can spot trends from a mile away.

Responsibilities include:

    • Responding to questions regarding our products via live chat, tickets, phone calls and screen shares.
    • Ensure privacy and security practices are followed at all times.
    • Helping our customers leverage our products, so they reach their business goals and objectives.
    • Understanding our customer's business needs and providing them with workflow suggestions.
    • Proactively identifying raising trends in customer questions and/or issues as they occur.
    • Providing our customers with the highest level of customer satisfaction by maintaining a customer satisfaction rating of 95% or higher.
    • Owning your own development through reflection, ticket reviews and discussing growth opportunities with your manager in regular 1:1 meetings.
    • Be willing to take on additional side projects that benefit our customers or team.

To be successful you need:

    • An appropriate remote work setup. A quiet space, fast & stable internet connection and a backup location in case of issues with the primary location.
    • Knowledge of Apple computers, macOS and iOS.
    • Be prepared to work full-time hours (no weekend coverage, however, some holidays)
    • Previous customer service experience or 1 year of Saas experience.
    • Be proficient with technology.
    • Have strong reading, writing and communication skills.
    • Able to navigate more difficult conversations/interactions with professionalism.
    • Have an entrepreneurial attitude and growth mindset. You embrace critical questioning, innovation and continuous improvement.

BONUS It'd be awesome (but not required):

    • Zendesk knowledge, have B2B experience and know about CRMs.
Who we are
Marketcircle is an equal opportunity employer. We are a fun, supportive and dynamic remote tech company. As long as you have reliable internet you can work from anywhere! Though we are remote, we find ways to share some laughs, build camaraderie and enjoy a meal together.
Our mission is to empower small businesses worldwide. We have developed a native macOS and iOS Productivity and Billing application that helps thousands organize their businesses.
 
This is a permanent full-time remote position. We are a Canadian company and we ask that all applicants are located within Canada. We offer paid holiday, paid sick days and a comprehensive compensation package with health benefits. We are looking for people who can support our customers during business hours. We provide equipment, you will just need to provide a quiet work environment, free from distractions and with good internet service. If you are not located in EST but are able to overlap some of your working hours with our 9 am to 5 pm EST working hours, you are encouraged to apply.

Marketcircle provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us
elynch@marketcircle.com.