Deliver exceptional service to all of our customers ranging from small wealth advisory businesses to the largest financial services firms.
Identify, respond, and resolve issues and questions raised by Vanilla customers.
Provide hands-on support to our customers to ensure their ongoing happiness.
Evaluate the criticality of a given issue; isolate and escalate problems to senior management to ensure problems are solved in a timely manner.
Help clients leverage Vanilla to the greatest extent possible through both functional and conceptual instruction.
Work cross-functionally across the business with Customer Success, Sales, Product, Engineering, and Operations making sure customers get the help they need.
Provide constructive feedback on methods for optimizing the support flows and tools used for tracking and responding to customers.
Report regularly to internal stakeholders on customer support operations and work with customer success managers and sales account executives on customer related initiatives.
Collaborate with the Senior Director of Customer Success to implement and track key metrics like a Client Health Score.
Become an expert in all things Vanilla.

Requirements

3+ years of Customer Support experience.
Experience supporting customers in SaaS platforms - strong understanding of cloud-based applications, subscriptions, and common SaaS workflows.
Proven results in driving positive customer experience.
Ability to form relationships with colleagues, prospects and customers through strong interpersonal skills.
Able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail.
A self-starter who thrives in a startup environment.
Excellent written and verbal communication skills.
Metrics oriented and customer satisfaction driven.
Ability to manage multiple support channels (e.g. email, chat, and phone).
Ability to explain technical concepts to non-technical users in a clear, professional manner.
Associates, Bachelor's degree in Business Administration or equivalent experience.
Knowledge of customer service principles and practices.
Proficiency in Google Suite, Salesforce Service Cloud, JIRA, and Slack.

Benefits

Flexible paid time off policy and 10 company-wide paid holidays
Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents
Medical, dental, and vision benefits coverage for employees and their families
401K eligibility after one month of employment
Free estate planning documents
Budget for learning & development and home office setup
Paid parking or transit for hybrid and in office employees

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Customer SupportSaaS platformscloud-based applicationscustomer service principlesmetrics orientationtechnical concept explanation

Soft Skills

interpersonal skillsattention to detailself-startercommunication skillsrelationship buildingproblem-solvingcollaboration

Certifications

Associates degreeBachelor's degree in Business Administration