Customer Support Specialist

Introducing Paperflite:

Paperflite is a fast-growing tech company that's changing how businesses connect with their audience. We've developed a suite of innovative productsPaperflite, Cleverstory, heysales, SEEK and Moonshot - that help revenue teams tell their stories better. Our tools empower global brands like Louis Vuitton, Grammarly and Harvard Medical School to communicate dynamically and build lasting relationships with their clients. We're a team of innovators shaping the future of how businesses connect, and we're looking for passionate, curious students to join us.

We're not just a startup we're a globally recognised company with a proven track record of success. Our work has earned us a spot on Forbes America's Best Startup Employers list for three years in a row, and we're rated as the Most Recommended Software by leading industry analysts like Capterra and Trustradius. We're also proud to be ranked among the Top 50 Software Companies by G2, a leading tech marketplace. Our products are trusted by top companies across a wide range of industries, including healthcare, finance, fashion, and technology, a testament to the real-world impact you'll have with us.

Role Overview:

As a Customer Support Specialist, your role is centred around providing unparalleled support to our customers, contributing significantly to their overall satisfaction. You will be at the forefront of managing customer interactions, handling queries, and taking ownership of reported issues. Collaborating closely with both the product and engineering teams, you will ensure that customer concerns are not only addressed promptly but also contribute to product improvements.

Here's a glimpse of your key responsibilities:

• Handling Customer Queries: You'll be responsible for addressing L1/L2 customer queries, taking ownership of reported issues, and ensuring timely resolution within SLA.
• Collaboration: Work closely with the product and engineering teams to track and progress customer issues, providing seamless communication between teams.
• Knowledge Base Management: Formulate and build comprehensive knowledge base articles for both Paperflite and Cleverstory, enhancing customer support efficiency.
• Omnichannel Support: Provide omnichannel support through emails, tickets, chats, and calls, ensuring a holistic approach to addressing customer needs.

What you'll need to join the team:

• Experience: 1 - 2 years of overall experience in technical support or a customer-facing role.
• Customer-Centric Mindset: Demonstrate unwavering commitment to resolving customer queries with determination and dedication.
• Communication Skills: Exhibit strong verbal and written communication skills, essential for effective customer interaction.
• Industry Experience: Prior experience in a B2B or SaaS product company is a significant advantage.
• Content Writing: Strong content writing skills required for crafting articulate and informative knowledge base articles.

NOTE: This position follows a night shift. We want to ensure this is the right fit for you before you invest time in the process.

The Paperflite Difference:

• Work and learn from a talented team that is building an industry-first solution.
• No rigid hierarchy, with a friendly environment that fosters creativity and innovation.
• A fully stocked delicious pantry with snacks, drinks, and treats for you to enjoy.
• Sweat it out, sans cost with our fitness program that lets you choose any fitness centre of your choice.
• A fully covered medical insurance plan that will never make you grow sick of hospital bills.
• If you're a furball fanatic, then you're in luck: we've got two dogs and a cat who will shower you with love and lick you to infinite glory.
• We are an equal-opportunity employer and value diversity at our company.