• 2+ years of experience in Customer Success/Support in a SaaS or IT product company
• Advanced level of written English
• At least upper-intermediate level of verbal English
• Basic knowledge of HTTP(S), TCP/IP, HTML, CSS, JS/JSON, DNS
• Basic knowledge of software development process
• Basic knowledge of the desktop, web, and mobile applications
• Experience working with ticket and task-tracking systems (Intercom, ZenDesk, HelpCrunch, JIRA, etc.)
• Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
• Outstanding problem-solving skills
• Sales skills are favored
• Other languages would be a great plus as well (Spanish, German, French, etc.)
🤑 Annual base salary reviews
💰 Flexible monthly bonuses based on CSM Team KPIs (up to 30% of the base salary)
⛱ Employment package: 20-work-days paid vacation
🕵 Opportunity to take part in a marketing/product decision-making process
👯 Work in a well-motivated, sprint-based agile team
🎓 50% compensation of conferences tickets or educational courses
🇺🇸 50% compensation of English courses
💰 Full coverage of all your PE tax expenses
🏥 Medical insurance after a trial period
🥂 Fun corporate events and team buildings
• Process customers’ requests via HelpCrunch platform (chat/email) and by phone when required
• Demonstrate HelpCrunch platform to customers (Zoom, Google Meet)
• Provide full-circle customer support — from the first time they visit our site to their last order with us
• Educate customers on best practices
• Consult and negotiate with customers on pricing options and product configuration
• Collect and prioritize customers’ feedback
• Manage day-to-day communications with dozens of customers
• Manage the long-term health of our customer base. Follow up with customers on new features, reported issues statuses, etc. Constantly follow up with our leads to convert them into paying customers.
• Manage customer documentation
• Become a living encyclopedia of what we do and what our product is capable of
🧐 Our Business Concept
HelpCrunch is centered on delivering the best SaaS communication platform combining a perfect live chat, in-app messenger, email marketing automation, help desk (aka CRM), knowledge base and bots (coming soon) for effective customer service, sales, and marketing.
👀 Our Vision
We are committed to bringing customer communication to a new level when people can connect to businesses in a way they like and are most comfortable with — through instant messengers. Be it a live chat on your marketing website, an in-app messenger right inside your product, a chain of emails or a brief talk in FB messenger or a quick question in WhatsApp — all communication should be within one thread, available across all platforms, places, and devices, making interaction fast, simple, worry-free and beneficial both for customers and businesses.
🤗 Our Mission
To deliver a comprehensive communication platform for top-notch customer service and rapid business growth and to teach businesses how to build their customer-driven growth engine.
💎 Our Values
Think customer. Give value. Be the best.