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Smarter Social Media Sharing

Technical Support Genius

$30k – $50k • No equity
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🚨Please read carefully before applying. This position is 100% remote 🌍Your timezone must have a minimum of 2 hours overlap with London (GMT) 🇬🇧

ABOUT US

SmarterQueue is a ground-breaking social media tool.

On average, our platform saves Customers over 8 hours per week, and increases the effectiveness of their social media content up to 300%.

We are a small fully remote team, spanning the UK, Canada, America and Europe, building a tool which adds real value to influencers and marketers lives.

KEY RESPONSIBILITIES

Operations

- Serve as a point of technical escalation for the Customer Success Team.
- Communicate directly with our Development Team on a daily basis to resolve technical escalations and inform them of any product bugs.
- Create technical, product Knowledge Base articles.
- Record and edit product explainer videos (including voice over).
- Conduct quality control to address immediate technical issues, pre-empt potential future issues and identify areas for improvement.
- Conduct periodic review and revision of technical Knowledge Base articles and videos.
- Train Customer Success Specialists in technical troubleshooting and debugging.
- Complete technical and operational reports, and suggest improvements based on your findings.
- Support the Customer Success Manager in making strategic decisions regarding the operational performance and process optimisation of Customer Success as a function.

Customer Relations

- Respond to support questions, requests and complaints from our customers.
- Develop relationships with customers and proactively gather information on their needs to identify SmarterQueue features that could help them achieve their goals.
- Identify and execute opportunities to increase customer loyalty and reduce churn.
- Recommend best practices to the Customer Success Manager for the benefit of the broader company related to customer experience, operations, product, sales and training.

Sales

- Support onboarding and demo calls of prospects and new customers when required.

ABOUT THE ROLE

- Part time or full time available.
- Must be flexible.
- Contract position.
- You must have your own computer/equipment with a solid connection to the internet.
- You will work 100% remotely and report directly to the Head Of Operations & Customer Success.

ABOUT YOU

Experience & Requirements

- Bachelor’s Degree, or equivalent experience.
- Incredibly strong technical troubleshooting/debugging experience (software)
- Fluent in English, both verbal and written.
- Strong verbal and written communication skills.
- Excellent interpersonal skills.
- Strong organisational skills with the ability to multitask projects from start to finish.
- Passion and understanding of social media.

Critical Competencies for Success

Productive:

- You are incredibly self motivated and driven to be the best version of yourself.
- You thrive working remotely.
- Credibility is earned at SmarterQueue through execution and getting things done.
- You get into the details and deliver results under highest expectations on time and quality.
- Be ready to get hands-on with all aspects of the daily needs. The buck stops with you.
- You thrive in a fast-paced, ever evolving environment.

Solution-orientated:

- You have the flexibility to think outside the box.
- You have the ability to foresee and identify the needs of the customer before they arise.
- You take a creative and calm approach to challenges and issues.
- You pay attention to the fine detail, with a focus on quality.
- You love crystal clear communication. You communicate empathetically, effectively and in a timely manner to ensure the highest level of customer experience.

People lover:

- You are genuinely interested in others and love being part of a Team!
- You are open to new and innovative solutions.
- You must present well and communicate clearly and effectively to upper management and other functions.
- You are able to distil complex concepts into plain English, and vice-versa.
- You’re willing to adjust course when appropriate new ideas or objections are raised.


BONUS POINTS

- Web development background.
- Previous startup experience.
- Previous remote working experience.
- You’ve done social media yourself (so you know our customers’ motivations).

SALARY

- Salary range USD $20 - $35 per hour (dependent on experience)

HOW TO APPLY

- Click apply and send us an intro note (or, even better an intro video), ensuring you've uploaded your resume and added your Linkedin profile URL.
- All applications without a complete Angel List profile and intro note, mentioning the word 'taco' will be immediately disqualified 😉

✨We’re actively looking for a diverse and gender-balanced team.

➡️Visit smarterqueue.com for more information about the product.

Meet your team

People you would work with in this role

Matt Breden

Avatar for Matt Breden
CEO & Founder, SmarterQueue Cambridge MA in Astrophysics & Computer Science.

Rebecca Cooper Lowe

Avatar for Rebecca Cooper Lowe
Via
Highly skilled early-stage startup professional. I've worked with big brands and small startups! I am a Community Manager and Customer Success professional

Emma Tiegan

Avatar for Emma Tiegan
Via
High growth, startup veteran. A curious and entrepreneurial spirit, I believe in holistic leadership and am excited by the ever-evolving craft of management.
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Work anywhere you want!

20 days + public holidays

No commuting!

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