Customer Support Representative II

This is a fully remote position. Annual salary of $53,000.
The Grammy’s. The FedEx Open. The BET Awards. Over 400,000 weddings. These are a few of the events that we’ve helped small businesses at Curate. Small business owners around the globe use our software to automate all the tedious parts of event planning so they can deliver flawless experiences every day – and reclaim countless hours of their time in the process!

Curate’s mission is to empower people to easily connect all the pieces of their small business: from proposals to production to profitability. Our software not only impacts our customers’ bottom-line, it truly impacts their lives, and that’s why we love what we do! If helping to enrich the lives of others while working alongside other bright, compassionate, and straight-up talented people is your thing, then this is your team!

As a Senior Customer Support Representative, you will work with the customers and be their dedicated resource; utilizing the software on their behalf and supporting them to ensure they’re getting the most value from our software and services. You will do this by understanding the customer’s perspective, framing situations in a positive light, and constantly looking to optimize the experience Curate delivers through knowledge of the software. This role is about helping the customer accomplish their end goal. The ideal candidate excels in problem-solving, is self-motivated, insightful, curious, organized, and eager to make a difference. 
 

What You’ll Do:

• Identify additional tools and features that will benefit the customer and add to their existing subscription
• Monitor and track premium customers to predict and prevent churn
• Proactively identify customers that require product training; perform customer training sessions as needed.
• Provide personalized assistance to specific customers within our software
• Leading services for our top clients
• Provide input and feedback on sales training, automation, account load management,  strategy implementation plans, and designs for new features and products.
• Communicate customer feedback, technical issues and feature requests to the product team
• Optimize chat, fostering a self-help mode before chat is needed 
• Identify opportunities to automate processes and lead the implementation of those automations.
• Create and nurture positive ongoing relationships
• Dually represent the company and its customers with empathy and professionalism
• Multitask and prioritize as necessary to meet customer needs
• Other tasks as assigned in support of the team

What You’ll Bring:

• 3+ years of customer support experience
• Stellar customer service skills – and an overwhelming desire to help make our customers’ lives easier
• Excellent communication skills, both written and verbal
• Strong organizational and time management skills
• Ability to multitask and manage multiple projects simultaneously
• Self-motivated with a positive, team-player attitude
• High aptitude for learning new software quickly and effectively

• Ability to identify trends
• Comfortable with leadership
• Intuitively able to see beyond the surface and identify and solve underlying needs
• Positive and friendly attitude, someone delighted to give good customer service
• Technical expertise and highly adept in quickly acquiring knowledge of new software products/tools
• Other duties as assigned

Preferred Qualifications:

SaaS, B2B, SMB experience

Experience working with Hubspot or other CRM platforms

Experience working with G Suite, Jira, and Vidyard, Productboard

Catering background

Closing

We want to hear from you! We are looking to build the best team of people who will be empowered to do their best work. If you have what it takes, but don’t necessarily meet every bullet in the job description, we encourage you to still apply!

Apply and join a company with amazing benefits!

• Company-subsidized health benefits, including medical, dental, and vision
• Unlimited PTO (with a bonus for actually taking time off!)
• A budget for setting up a home office
• 401k
• Stock options
• And more!

All applicants must be authorized to work lawfully in the United States as Curate does not engage in immigration sponsorship at this time.