LOCATION: Beyond Pricing, 425 2nd St, San Francisco, CA, USA
THE ROLE:
At Beyond Pricing, outstanding customer experience is essential to our success as a company; our Support Team is critical in representing our voice and mission to help all of our customers.
We are looking for a Customer Support Specialist to join our fast-growing team. The goal of our Support Team is to reinforce our expertise, professionalism, and thoughtfulness in each interaction with customers and partners. We’re on the ground working hard to understand our customers’ needs and to help them achieve their business goals.
Your primary responsibility will be customer support, satisfaction, and billing management across thousands of customers. You will be handling inbound technical requests and billing related inquiries. The role will provide cross-functional business exposure and experience with the day-to-day operations of startup life, with the potential to grow in multiple areas of the company including Customer Success, Integration Support, Product, etc.
WHAT YOU'LL DO:
- Provide thoughtful, empathetic, and personalized communication to Beyond Pricing users across email and social media.
- Document and respond to technical inquiries efficiently and concisely, while following the appropriate escalation process to ensure customers' needs are met in a timely manner.
- Utilize strong interpersonal skills to communicate clearly and effectively with clients.
- Manage various billing processes with keen attention to detail.
- Proactively create expert customer content (e.g. helpdesk articles, videos, webinars) to guide our customers through the vacation rentals space.
- Further develop customer support processes as our customer base continues to grow.
- Own performance to goal on customer satisfaction metrics (NPS, CSAT) and suggest ways to drive improvements in our metrics.
THE IDEAL CANDIDATE:
- 1+ years of experience working in a Customer Support or Service. You feel passionately about outstanding customer support and the role it plays in making the larger team successful.
- Strong Communicator: Experience communicating difficult, technical concepts with customers in a professional and thoughtful way.
- Empathetic: Ability to understand customer pain points and genuine desire to help our customers resolve issues.
- Creative: Desire to identify creative ways to improve the customer experience and don’t hesitate to suggest new, out-of-the box ideas.
- Curious: Desire to dive into issues and understand what is going on beneath the surface. You know when something is over your head and are not afraid to ask for help.
- Multi-Tasker: Experience balancing multiple tasks and customer needs simultaneously. Ability to prioritize your work day independently.
- Composed: Ability to handle working in a fast-paced work environment.
- Technical: Experience working with software or ability to learn a wide variety of tools.
BENEFITS & PERKS:
Competitive salary
Competitive health insurance benefits
401k program
Free snacks and beverages
Frequent company update talks with our leadership team
Electronic, adjustable stand-up desk
Casual dress
Quarterly team building off-sites
ABOUT BEYOND PRICING
Founded in 2013 by veterans of revenue management in the airline and hospitality space, Beyond Pricing is the world's first revenue management and dynamic pricing software for vacation rentals.
Our primary customers are vacation rental property managers (such as The Vacation Company in Hilton Head, SC) that manage between 20 to 1000 listings. Property Managers use our software to automatically update their rates every day based on our sophisticated algorithm that takes into account supply and demand in a market-leading way.
We are a small and growing team, passionate about travel and building better technology for the sharing economy. We power the pricing for over $1B in property listings in more than 7,000 cities across the globe. If you search for a place on Airbnb or VRBO in any major market, a Beyond Pricing customer is likely in the first page of results.
Beyond Pricing has been growing at 3x year-over-year and is profitable! The company has raised $3.5 million in venture capital from top-tier investors including Resolute Ventures, Social Leverage and Bullpen Capital.