Support Specialist

San Francisco or Remote (US) /
Loom Team – Customer Support /
About Loom:
Loom is on a mission to empower everyone at work to communicate more effectively, wherever they are. We are already trusted by over 7M users across 90k+ companies. Our customers are global and use Loom at work at world-class companies including HubSpot, Square, Uber, GrubHub, and LinkedIn.

Founded in 2015, Loom has raised $73 million from top-tier investors including Sequoia Capital, Kleiner Perkins, Coatue, the Slack Fund, and the founders of Instagram, Figma, and Front.

The Role:
This role is part of our International Support team which is focused on providing the best product experience to all our Loom customers. You will be responsible for supporting Loom users via email, live chat and social media. You will help drive our support at scale initiatives to facilitate a successful customer journey. This requires working with different teams and becoming a subject matter expert on Loom's products.

Important note: We are looking for candidates to work a full time schedule that may span weekends and/or holidays as our customers need us.

Your Responsibilities:

    • Helping customers via email and live chat to ensure they are successful with our product (our current Support Specialists help around 40 customers per day)
    • Actively monitoring social media platforms to support Loom customers
    • Diagnosing and escalating customer issues to our technical team
    • Auditing and updating any current support resources as the product changes (Help Center, Saved Replies, etc)
    • Acting as the voice of the customer by translating and representing customer feedback to the Product team

What We're Looking For:

    • 2+ years experience delivering excellent support with respect, empathy, and understanding for a startup or SaaS company
    • Self-starter who is capable of working independently and remotely with a distributed team.
    • Experience working with targets (SLAs, Productivity & Customer Satisfaction)
    • Ability to work in a fast-paced environment and handle a high volume of support conversations
    • Have excellent written and spoken English and likes to over-communicate (with both customers and team)
    • Experience with Zendesk and other communication platforms, like Slack

    • Bonus: Great video presence and love engaging with customers through video
    • Bonus: Experience analyzing data, trends and customer information reports to identify growth opportunities
Perks at Loom:
* Competitive compensation and equity package
* 99% company paid medical, dental, and vision coverage for employees and dependents (for US employees)
* Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)
* Healthcare reimbursement (for International employees) 
* Life, AD&D, Short and Long Term Disability Insurance
* Long-term disability insurance
* 401(k) with 4% company matching
* Professional development reimbursement
* Mental health and wellness reimbursement
* Gym reimbursement
* Unlimited PTO 
* Paid parental leave
* Remote work opportunities 
* Home office & technology reimbursement

Loom = Equal Opportunity Employer:
We are actively seeking to create a diverse work environment because teams are stronger with different perspectives and experiences.

We value a diverse workplace and encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Loom are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.