Customer Support Associate

Published: 1 month ago
Avatar for Welcome

Welcome

A high end, branded virtual event platform

Job Location

Job Type

Full Time

Visa Sponsorship

Not Available

Hires remotely

Everywhere

Relocation

Allowed

Hiring contact

Jerry Shen

The Role

Welcome is a virtual event platform for high-end, branded events. Using Welcome, a single person can create a jaw-dropping experience that feels like an Apple product launch. We've built the first five-star virtual event venue and have the product and services to match. Our flagship product allows our customers to create an event that feels like an interactive TV show. There is nothing else like it.

We’re a well-funded silicon valley startup backed by top VCs. Our investors, founders, and advisors are from Google, Facebook, Yahoo, InstaCart, Dropbox, Slack and more. Within three month of a soft launch we’ve already signed a Fortune 500 company and the world‘s largest investment fund. We are growing incredibly fast and looking for a few customer support associates to help us build and manage a world-class customer journey.

You will be responsible for:

  • Troubleshooting live events (A/V issues, registration problems, platform stability, etc)
  • Troubleshooting live rehearsals, client onboardings and other pre-event functions
  • Monitoring inbound support through various channels (email, Slack, etc)
  • Writing detailed post-event reports
  • Maintaining and updating a self-serve customer support center
  • Creating tutorials and guides for new product updates and features
  • Reporting bugs and proposing product updates/fixes/improvements
  • Supporting our Customer Success Managers in other ad-hoc projects and tasks
  • Weekend support as needed

Requirements:

  • At least 3 years of tech experience (bonus points for early stage startup experience)
  • Active listening, conversational speaking skills with a high degree of empathy
  • Curious and passionate about the customer experience
  • Experience working cross-functionally, both internally and externally
  • Outstanding written and verbal communication skills
  • Passion for helping people
  • Preferred experience using Slack, Zendesk, G Suite, and Notion
  • Access to fiber internet speeds (You don't need it now but you'll need to be able to get it)

Our Investment in You:

  • Competitive salary and equity
  • Health insurance
  • Fitness, cell phone & internet reimbursements
  • Top of the line 13-inch Macbook Pro
  • $2,000 home office and video conferencing budget (not including laptop)
  • An incredible team with a great blend of hustle, productivity and a ton of fun
  • Opportunity to work with tech’s best talent

Welcome embraces diversity and is proud to be an equal opportunity employer. As part of our commitment to diversifying our workforce, we do not discriminate on the basis of age, race, sex, gender, gender identity, color, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status.

We are composed of a diverse group of entrepreneurs, dreamers and builders who believe that exceptional, high-quality experiences can seamlessly bring people together, invite collaboration, and provide a meaningful sense of belonging. If you align to these principles and have what it takes, we’d love to hear from you.

More about Welcome

Founders

Jerry Shen
Founder • 3 years
San Francisco
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