Customer Success Specialist

Package

• Starting Annual Salary: $60K CAD or $65K USD
• Package Benefits:
• • Health, Dental, Vision care
  • Tech allowance
  • Remote work allowance should you want a desk outside of the home
  • Vacation leave and sick/personal leave
  • All expenses paid annual company retreat provided (usually 5 days per year) in Sydney, Australia

Location

Remote work from home and/or office. Permanent resident for tax purposes of the USA or Canada.

Timings

Proposed start date: Early February (or sooner)

Work Hours

Monday - Friday 8am - 4pm EST

Please note that these hours may need adjustment by an hour each way when impacted by global daylight savings changes, and that we’ll discuss this with you as it comes up. We expect all our Customer Success employees to have reasonable flexibility with adjustments to start and finish times as daylight savings changes arise.

As part of a global team, there will be meetings scheduled outside of your standard working hours. We do expect some flexibility and participation when they occur within reasonable hours of the day.

Role description

You’ll be our full-time Customer Success Specialist who is based on an Eastern US/Canada (EST/EDT) timeline.

We’re after someone who will be like a dog with a bone when it comes to troubleshooting, who is passionate about knowing every facet of our Product, and gets a huge kick out of working with Excel-style calculations (check out our “Calculation” feature for context!). This is a super nerdy role. Above all, we want you to be able to build a rapport with our user-base and carry on our solid reputation for excellent customer support.

During the week, you’ll be supporting our users as first response, engaging our online community, troubleshooting technical queries, improving and creating educational resources, and working closely with our Product Team. Being able to multitask well is key in this role.

We expect you to be self-motivated, take initiative and ownership of your responsibilities, and be extremely competent in solving problems without needing to be micromanaged. Working as part of a remote team you will be expected to be able to communicate clearly with the team over a variety of different mediums (video calls, Notion, Slack etc.), be comfortable with raising issues or questions along the way, and providing insights.

Responsibilities:

• Conducting live chats with users and leads: answering and troubleshooting, nerdy problem-solving, assigning/escalating tickets, and being the face of Paperform.
• Reporting on customer feedback, feature requests, and anything else support related.
• Engage with the Paperform online community using tools such as Discord.
• Monitoring and acting on security policies, and reporting on malicious behavior.
• You’ll have a chance to work closely with Tech/product, and potentially work across other products and in enterprise sales.

Important Skills & Experience

We expect you to be a quick learner who is ready to jump into customer support and content roles. The most important skills for this job are:

• Tech Skills:
• • Sound experience with CSS, HTML and Javascript.
  • Excellent at troubleshooting and resolving complex problems, especially with Excel-style calculations and conditional logic.
  • Basic understanding of support apps, like Intercom, and ability to use team tools such as Google Drive, Notion, Slack, Discord, Loom, and Sling.
• Communication: you’ve got to be able to communicate complex concepts in simple terms, and to quickly build a rapport with customers.
• Self Starter / Self learner: take ownership of your role, and drive it to completion with minimal supervision. We expect you to be reliable.
• Team Player: while being self-motivated, illustrate the ability to collaborate with multiple stakeholders and work efficiently in a team.
• Adaptable to Change: Possess the ability to adapt quickly to new circumstances and situations.

Instructions to apply:

Complete your application along with a practical assessment at https://css-task2026.paperform.co/.