Customer Care Specialist
Veracyte, Inc.
Junior Customer Support Specialist – AI SaaS Support
Process Street
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Respond to email, live chat, and phone inquiries from existing customers and prospects
- Advise customers on the best way to use the software to meet their needs
- Track customer interactions in Salesforce
- Assist prospects during their trial period to ensure they understand the product functionality
- Serve as a conduit for customers to communicate product and feature requests to Product Managers
- Assist our Customer Success Managers in dealing with large customers
- Contribute to the Support Knowledge-base
- Conduct product demos for prospects
- Conduct Onboarding and Account Reviews for existing customers
Requirements
- You have experience working directly with customers. At least 1-2 years of experience, preferably in SaaS.
- You’re an excellent communicator. This includes written and verbal English. We’re a 100% distributed team, and writing is our primary method of communication. But you’ll be chatting with customers live too!
- You pay attention to the details. You know details matter, and you remember that everything you do can improve the customer’s experience in some way.
- You’re obsessed with customer experience. You’re driven by creating an amazing customer experience. Added bonus if you have experience building and maintaining relationships with remote customers.
- You have a growth mentality. You have a self-motivated approach to learning and development.
- You love working with technology. We’re building it! This includes both web and mobile applications. Experience with Intercom and Salesforce is a plus!
- You are available to work 8am-5pm UTC+8.
Benefits
- Unlimited PTO policy – Most take 3-4 weeks, plus their major holidays, AND a company-wide week off in December.
- Company offsite – We get together as a whole company to celebrate company milestones as well as encourage and sponsor small group meetups so that you can meet your teammates face-to-face around the world.
- Social time – We know human connections are what make teams strong. We regularly do coffee chats, game-playing, story-telling, house tours (only if you're comfortable), and more to build connections.
- Equity for all full-time roles.
- Generous health insurance – for US employees and their families, including dental and vision plans.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportproduct demosonboardingaccount reviewscustomer interaction tracking
Soft skills
communicationattention to detailcustomer experiencerelationship buildingself-motivation
