Customer Success Champion
Joist is looking for a Customer Success Champion!
Do you have an undeniable passion for helping people? An insatiable need to make things right? A disarming charm for showing someone you care about their concerns?
Well you've come to the right place.
At Joist, we’re on a mission to make contractors heroes! Joist enables trade contractors to seamlessly create and send estimates and invoices, process payments and manage their accounting with ease.
And our Success Team is there to help them every step of the way. As a Customer Success Champion, you will become an expert on the Joist app, its products and services, and be a relentless advocate for the needs and concerns of our customers.
WHY WORK WITH JOIST?
- You will work with a team of highly motivated and wildly talented engineers, designers, and product experts
- You will help support a product that is used by hundreds of thousands of people
- You will contribute to features and services built on the most innovative technologies in the world
- You will be mentored by some of the best start-up leaders in the world who support continuous learning and growth
- You will help solve a huge problem in a massive market making a real difference in people's lives
- You will join a fast-growing startup backed by some of the best venture capitalists around
WE LOOK FOR PEOPLE WITH:
- Passion: Hard problems are not solved overnight. It takes a special kind of attitude and hunger to build something great.
- Teamwork: Many of the problems we encounter require insight from many parts of the business. Your ability to coordinate and communicate is essential to our success.
- Foresight & Judgement: You have a strong understanding of how to craft incredible customer experiences; you have the experience to know where to focus your problem-solving efforts and the discipline to know where not.
- Curiosity: You have a have passion for knowledge and learning, and often work on personal projects for your own development and pleasure.
- Agile: You can work closely with a product team, engineers, designers, and fellow success champs to create amazing experiences for our customers.
- Reassure our customers that we are here to help and guide them through any issues they may face.
- Provide answers to questions about using the Joist product and its services across multiple channels: phone, email, chat, Facebook and Twitter.
- Take total ownership of our customer’s problems and apply exceptional resourcefulness to solve them.
- Triage customer submitted bugs, reproduce reported issues, and work with our Product and Engineering teams to resolve.
- Ruthlessly prioritize the support team’s roadmap so we level up our people, processes and tools to be ready for tomorrow’s demands.
- Uncover customer insights and provide valuable information to help shape Joist’s product development (be our customers’ champion!).
- Build and refine our knowledge base to make it an invaluable source of information for our customers and your team.
JOB SPECIFIC REQUIREMENTS:
- You have 1-3 years experience in customer support in a technology company (preferably in a startup)
- You are a strong and empathetic communicator that builds rapport and trust with ease
- You are genuine, authentic, self-aware and goal oriented
- You thrive in an autonomous environment where you will be trusted to deliver results critical to Joist’s success
- You have a clear vision of how a support organization needs to evolve to deliver excellent customer service as it grows
- You embrace feedback authentically and constantly challenge yourself to learn and grow as an individual and a member of the team.
- Healthcare & Dental Benefits
- Monthly Team Events
- Pet Friendly Office
- Lunch and Learns
- Joist swag to make you feel right at home
- Free Healthy Snacks & Free Coffee
- Prime Downtown Toronto Location
- Take ownership in the company you work for! Roles include full stock option plans for all full-time team members.