We’re currently seeking a Customer Success Specialist who is passionate about providing top-tier support to our growing customer base. As an early member of the Success team, you will have the opportunity to be a significant game changer! You will partner directly with our Customer Success team and will be responsible for understanding every aspect of the Woopra platform and relaying this knowledge to our customer base, efficiently resolving issues while delivering world-class support.
About Woopra
Woopra is a leading Customer Journey Analytics software that helps organizations to visualize, analyze and improve the total customer journey, empowering data-driven teams to grow, collaborate and innovate faster.
Our platform drives growth at some of the world’s most impactful companies including Vidyo, HP, Informatica, AppLovin and RedHat and many more. Powered by partnerships with 50+ solutions such as Salesforce, WordPress, Segment, Stripe, and HubSpot.
Responsibilities:
- Consistently deliver a delightful support experience
- Responsible for customer communications and resolving Tier 1 tickets via Zendesk and Intercom
- Help identify and report on customer knowledge gaps and bugs using JIRA
- Partner with Support Engineers to escalate customer's technical questions
- Exercise product expertise and knowledge to provide customers with technical support and best practices
- Assist customers with their questions on public forums such as StackOverflow
Must Haves:
- Bachelor degree (technical degree preferred) or immersive technical program
- 1+ years in a customer service role, ideally in a SaaS or software company
- Strong analytical skills with meticulous attention to detail
- Passion to work in the data analytics space
- Ability to self organize and to build an optimized process to boost productivity
- Empathetic toward customer challenges and willingness to go above and beyond to ensure customer satisfaction by becoming a strategic partner
- Excellent written and interpersonal communication skills
Bonus Points
- 1+ years of experience in a Support Engineer or Customer Success role troubleshooting customer issues, preferably at an Analytics, BI or SaaS software startup
- Proficiency in Zendesk, Intercom or similar help desk platforms
- Experience with any data systems such SQL or data analytics tools such as Google Analytics or Woopra
- Proficiency in JIRA or similar bug tracking tools
- Experience working with solutions that integrate with 3rd party technologies
- Small startup experience
What Makes Working at Woopra Awesome
At Woopra, we’re more than just brilliant engineers, passionate data enthusiasts, out-of-the-box thinkers and determined innovators; we’re skilled musicians, yogis, cyclists, chefs, boxers, dog-lovers and rock-climbers. We believe in surrounding ourselves with not only the best and the brightest individuals, but those that are unique and purpose driven in all that they do.
Our culture is not defined by a certain set of perks designed to give the illusion of the traditional “startup culture,” but rather, it is the visible example living in every employee that we hire.
Perks & Benefits
- Competitive salary and benefits
- Generous Stock options
- Medical, dental and vision insurance
- Life and long-term disability insurance
- A collaborative workspace
- Commuter benefits, weekly lunches and more!
- Located in the heart of Financial District in San Francisco with easy access to public transportation
- The opportunity to help grow a company alongside a team of motivated and driven individuals
Woopra is an Equal Opportunity Employer. We comply with the ADA and consider reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions.