Customer Care Hero M/F - APAC (full time remote)

Since our inception, in late 2011, we’ve always invested heavily in customer support. Our average response time in support is 45 minutes and we provide support 24/7. But support is a “reactive” communication and we’ve decided to invest in a more “reactive and proactive” approach with our customers.

Location: APAC (remote) 

Languages: Impeccable mastering of the English language. Additional languages will have a significant advantage. 

Responsibilities

• Support prospects and customers in their understanding of how the product works. 

• Provides assistance and technical support to Agorapulse clients in English. Support is provided by email or chat, and occasionally by video.

• Train T1 Customers to drive optimal adoption and reduce churn (from onboarding to renewal)

• Listen to the customer and be responsive and, in the event of a problem or bug, you will be in charge of precisely identifying the problem and reporting it to the technical team.

• Risk Management: Detect early signals of at-risk renewals, design playbooks to address them automatically, and provide a path to escalation

• Opportunity Management: Identify top candidates for upsell opportunities (upgrade and addon cross-sell) 

• Participate in support team meetings and help manage priorities for future technical and UX developments and improvements, based on user feedback.

• Participate in the beta tests of the new functionalities of the platform.

• Maintain deep expert product knowledge

• Relay customer feedback to the Product team

• Churn analysis: analyse and digest churn reasons (shared by clients who just cancelled on clear presentations to key stakeholders.

• Systems: Implement and manage software that facilitates CSM Ops activities (you know tools such as Intercom, Salesmachine, Nalia, gainsight, Catalyst, etc.)

The day-to-day job

Ensuring the growth of our APAC markets will require alignment between the following functions.

• Respond to tickets inquiries :

Provides assistance and technical support to Agorapulse clients in English. Support is provided by email or chat, and occasionally by video.

• Customer onboarding.

One of the key goals of customer success is to ensure our new customers realize as much value as possible from using our tool. During the first 3 months following their subscription, we stay close to them using phone and email touch points to uncover potential issues and get them resolved and to offer training when appropriate.

• VIP treatment for enterprise clients

We need to make sure all our Enterprise clients are experiencing  the “white gloves” service they probably expect. It does mean we must anticipate any churn for this specific segment.

• Assisting customers in bad health.

We’ve put a system in place to score our customers’ health and identify those who are not using our product to a healthy level. We reach out to these customers to ensure they’re not encountering issues and understand why their product usage is low. Based on what we learn, we take the necessary actions with them.

• Customer discovery/interviews.

One of the priorities of customer success is to gather insights from our customers to nurture and prioritize our product roadmap. Each touch point is an opportunity to gather feedback and capture in a way that can help our product and marketing teams. We also propose each customer to participate in longer form interviews in exchange for Amazon gift cards. This part of the customer success job is crucial to build a better product (and business) in the future.

• Gathering insights from churned customers.

We’ve built a system to track cancellation reasons. Despite being mostly automated in many instances, we still reach out to churned customers to better understand the “real” reason. Understanding why customers churn is also crucial to help reduce churn in the future.

• Promoting new features/modules/add-ons to existing customers.

One of our goals moving forward is to increase our ARPA. To get there, we’re going to develop new product add-ons and modules as well as new features that will be only available to certain plans. The customer success team will be in charge of presenting these features/add-ons/modules to existing clients and see if they could be of value to them. CS team members are co responsible for upselling with our sales team.

Training

Training is provided in order to thrive. An in-depth knowledge of our product and the various support tools we use, our competitive landscape and our clients will be provided. 

This requires extensive training we expect will last from 4 to 6 months. This training will be done mostly by doing customer support, participating in sales demos and CS onboarding calls. 

There will also be tasks and collaboration with the existing support and customer success team members, but training will be the priority in the beginning.

• You have a minimum of 2 years of experience in a customer-facing role. However, a deep knowledge of SAAS tools and the customer support environment will be a significant advantage. 

• You will have customer satisfaction as your top priority.

• Strong analytical, problem-solving, and project management skills and the ability to influence large, diverse groups through fact-based analysis and decision-making; ability to do advanced analytics in Excel

• Ability to think big and deliver initiatives from conception through completion

• Thrives in a multitasking environment and can adjust priorities on the fly

• Comfortable with calls and live demo, ready to answer any question or face any objection

• Ability to analyze quantitatively, problem-solve, and scope business requirements

• Excellent speaking-listening-writing skills, attention to details, proactive self-starter, independent/self-sufficient

• Familiar with tools such as Salesmachine and Intercom

• You are comfortable working and learning remotely

• Knowledge and experience with Intercom, Excel, Salesmachine

• International background 

• Experience in the social media industry a big plus

• Strong team player but still a self-starter

• Able to work in a high energy, hyper-growth, startup environment

• Eager to learn, adapt and perfect your work; you seek out help and put it to good use

• You are fluent in English - either native or expert level. 

• You have impeccable communication skills.

• You are obsessed with customer service.

• You have strong organizational skills

Agorapulse is a human-centric company with strong values (honesty, collaboration, reliability, excellence, passion and caring).

We believe that collective success is an integral part of the well-being of all in the workplace. Whatever the environment in which our employees work, we strive to offer them stimulating working conditions so they can give the best of themselves: pleasant spaces, motivating remuneration, Health insurance, respect for work/life balance, 20 paid vacation days and 5 paid sick/personal days per year, and extra paid day each year spent with us.