We are looking for a
Customer Support Specialist!
-
POSITION FILLED

Remote | Full Time

SessionLab is the leading platform for workshop facilitation and process design. Our mission is to empower people to create change. We do that by building technology that enables better facilitation. 

More than 100.000 professionals are using our Software-as-a-Service product to design and deliver meaningful workshops. We are in a growing market with a growing number of customers, and this is where you come in.

We are looking for a motivated support specialist to help our customers succeed in using SessionLab.

You will work with our Head of Customer Success to make sure that customers feel they are treated well and they enjoy doing business with us. You will provide first-line email and chat customer support and will take part in testing the newest product updates to make sure they are working fine for our customers.

Alongside general customer support, you’ll also manage various administrative account management tasks relating to onboarding or retaining customers. 

We are a 10-people bootstrapped software business, headquartered in Tallinn, Estonia, and working across Europe with an entirely remote team. Therefore, we are looking for somebody who is self-motivated, independent and comfortable working in a remote company.

What we are looking for

  • You genuinely care about customers and you treat people kindly. You want to ensure that every SessionLab user has a positive experience.
  • You are highly attentive to detail.
  • You are patient and enjoy solving problems. If you get stuck in doing something that you haven’t done so far, you will find the answer to your question.
  • You value both your own time and the customer’s time, and you want to optimize it if you see a process working inefficiently.
  • You thrive working independently.
  • Advanced command of English. (Particularly written.)
  • You’re available for a part-time (daily 4-6 hours of work) commitment. Full-time (daily 8 hours) commitment is also an option, but not necessary. If you start part-time, then in the future the role can be converted to a full-time position
  • You’re available to provide customer support (partially) in US Eastern Time zone (EST) business hours. As a remote company, you can live where you like but your working hours should be within these hours.

Advantages (not a must but a big plus)

  • Previous experience in a customer-facing support role.
  • Experience working remotely.
  • Previous tech experience within SaaS.
  • Experience with customer support platforms (particularly Intercom) as well as various other online communication tools (G Suite, Slack, Zoom).
  • Additional languages (Spanish, Portuguese) are useful.
  • Any experience with facilitation of workshops and meetings - this is the domain of our customers.

So, what will be doing?

  • Deliver frontline support by handling incoming requests (over email and chat). As part of that, you’ll become an expert on how to use SessionLab - our workshop agenda planner tool.
  • Manage leads and existing customer records in our CRM system.
  • Take part in testing new features and bug fixes before they are released to customers.
  • Keep track of different customer issues, and being the bridge between customers and our product team.
  • Compile reports for internal use and for customers.

Why is this great for me?

  • You are delighted by helping others and you enjoy interacting with customers: you’ll be on the support front line at SessionLab, and our customers should be thrilled by the help you provide 🙂
  • There’s an opportunity to get involved in building and scaling a digital product and to take on more responsibility as our company grows.
  • Hard working and motivating co-workers.
  • You will also have a chance to travel a couple of times per year to live company meetings.​
  • Open-minded working culture where we encourage sharing opinions and feedback.

Want to learn more about us?

Check out below for some bits about who we are:

As a fully remote team we live in the UK, Portugal, Italy, Sweden, Hungary, Croatia, Austria and Latvia.

Half of us have kids.

We tend to meet live (when not in pandemic) twice a year and enjoy some nice activities (like cooking, escape rooms and board games).

We do also have social virtual activities (and always looking for new ideas on fun ways to spend some virtual time together).