Customer Success Specialist

Pacific Time Zone /
Customer Success /
Full-time
At Respondent, our mission is to Make Research Inclusive. We believe inclusive research leads to inclusive product design. Our goal is to make it quick and easy to schedule business professionals for research interviews. We want to be the destination B2B research platform that all B2B companies rely on to get a competitive edge. 

It simplifies the work that’s necessary to conduct quality research. Companies like IBM, Airbnb, Uber, Microsoft, Procter & Gamble and many more have already integrated us into their research processes. 

We are a small, quickly growing startup. As a growing startup, all employees work up and down their verticals.
You will work on things that seem more senior than you are used to (you’ll be answering problems that no one has the answers to) while simultaneously working on things that seem more junior than you are used to--and everything in between.

This blog post outlines how we work as a distributed team.

Responsibilities

    • Be the main point of contact, and increase engagement levels with Respondent’s marketplace
    • Offer responsive support to researchers & research participants
    • Offer proactive support by taking ownership of the researcher and participant knowledge base 
    • Work with team members to enhance and evolve the customer experience 
    • Advocate for researchers and research participants internally, using quantitative and qualitative data to support your position to influence the product roadmap
    • Work with the Customer Success team to identify and implement strategies for client retention
    • Support internal teams and partners by handling billing/payment inquiries 
    • Identify areas for improvement within Customer Support processes and develop unique solutions

Who are you?

    • You 3+ years of experience in a customer support role at an established customer-centric internet business
    • You have experience responding to customer support tickets/chats with a high volume 
    • You have experience managing customer relationships with a focus on elevating the customer experience 
    • You understand the value of KPIs, and are motivated by  having your success measured by them
    • You work well with deadlines and understand that a prompt, thorough, and accurate response are contributing factors to an excellent experience 
    • You speak and write clearly and prioritize effective communication
    • You are always researching better ways of doing things, implementing systems to ensure the outcomes of your tests are measurable, and working hard to improve in a continuous fashion
We are looking for someone who matches our level of joy for the work we do, brings something new to the team, and elevates our game.
Our values are: Always Researching, Ownership, Active Honesty, and Thriving Together. Read more about them here.
We encourage those who are underrepresented in technology companies to apply!

Benefits

Working at Respondent is a unique experience. You will be part of a remote, diverse team. We care deeply about creating a cohesive, tight-knit culture that gets results. That’s why we offer our employees the following:

🌎 Positions are remote-based - Pacific Time Zone is required!
💻 A full office set up, including a MacBook Pro, desk, second screen, ergonomic chair, and wireless mouse & keyboard
⛑ Health insurance for U.S based employees with premiums covered at 99% for individuals and 50% for dependents (non U.S. employees receive a healthcare stipend)
🧤 Short term disability covered at 100% for all U.S based employees
👀 Dental and vision insurance offered at group rates to lower the cost for U.S. based employees
🎨 Monthly Stipends for Learning & Development, Health & Wellness, and Family/Kids/Pets
🏖 Four weeks of flexible paid vacation per year (need a bit more for religious or country holidays--no problem!)
🏡 12 paid holidays per year
📈 Stock options
📊 401k (no matching) - only available to U.S. based employees
👶 Parental leave - 12 weeks fully paid with an additional optional 4 weeks unpaid
🌈 Company retreats for teammates to get to know one another in person (recent locations pre-Covid include New Orleans, San Antonio, and Wickenburg)!

Respondent is an equal opportunity employer

We understand it takes a diverse team of highly intelligent, passionate, curious, and creative people to solve the challenges involved in Respondent's long term success. Our dynamic team members have incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace and encourage candidates from underrepresented backgrounds to apply.

#LI-REMOTE