Customer Support Specialist Team Member  

Shakr is the leading video marketing platform, based in Seoul, South Korea. The majority of our customer are in North America, so we're looking for a customer success team member to join our ranks remotely. We're a startup with a rapidly developing customer base and product in a rapidly changing market. If you like working with and helping people, have a keen interest in marketing and are looking for a challenging role, this is it!

Your role will be that of a team member of our small but growing customer success team. You will work with platforms like Intercom, Typeform and any other system that we or you think is necessary to deliver the customer service we want to.

This is a remote job which demands a high level of autonomy. How you manage your day is largely up to you, but having a clear long-term thinking about how to better systemize and communicate with our customer base is a must. The customer feedback you gather will influence our product roadmap, so having a clear understanding of our customers, their wants and needs is a must. When it comes to customer success we want to over-deliver to drive brand loyalty and customer referrals. You will work in a different time zone than us (we're in GMT+9), so being okay with that is a must. You will have weekly video chats with other members of the Shakr team, and stay in touch via Slack. Our goal is to cover all major time zones where we have customers eventually.

This is a 3-month trial position which will lead to a permanent position if performance goals are met.

• Troubleshoot issues via live chat with customers.
• Provide feedback to your customer success team leader about customer feedback etc.
• Educate customers/leads on the value they can generate from the high adoption of Shakr and our offerings/products.
• Engage in pre-sales motions as necessary, develop and execute on customer success plans and create the conditions for adoption and expansion.
• Manage and monitor customer health (including adoption trend data), proactively address any issues, and acting as an escalation point for any issues that do arise.
• Continually assess, document, and analyze customer progress toward stated goals and results.
• Gather customer product feedback.
• Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders.
• Improve Customer Experience & Customer Satisfaction by helping them achieve their stated business outcomes
• Host demos and webinars through video software. You need to be comfortable talking to people. Sales experience is a bonus.

Note:

• This job will start as a remote assignment but will likely transition into an office you in Cebu once our satellite office is opened there.
• This role will cover time zones in the US market, so active working hours will be 1am - 9am PH time.

• 3+ years customer support/success experience
• A customer first mindset
• Native level English speaker
• Ability to build and maintain relationships with a diverse set of internal and external stakeholders.
• Organizational, project management, time management and communication skills
• Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
• Strategic thinker with an ability to thrive in a fast-paced, always-on, highly ambiguous start-up environment
• A high sense of responsibility and maturity
• Willing to work independently but being able to clearly communicate learnings and customer/product feedback to the rest of our team
• Strong perspective rooted in past experience, paired with willingness to listen carefully, explore new ideas, and coach
• Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you’ve done in the past, not adhere rigidly to it