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Churn Buster Customer Experience Specialist

via

Headquarters: San Diego, CA
URL: https://churnbuster.io

About Our Company

Churn Buster has safeguarded over a billion dollars of recurring revenue for some of the biggest names in SaaS and e-commerce.

With Churn Buster, businesses are recovering more *failed subscription payments* than ever before, reducing churn and support costs with advanced retention campaigns—and no code required. Every day we improve upon the most effective, secure payments recovery system ever built.

Our small, distributed team is agile, always learning, and committed to long-term, profitable growth. Life balance is a high priority, and time spent with family & friends, enjoying the outdoors, etc. is treated as an integral part of happiness at work.

The Role

We are looking for a Customer Experience Specialist to help our customers find more value and enjoyment working with Churn Buster.

As an early member of our team, this is not actually a specialist role (despite the misleading title). You will tend to a broad set of responsibilities throughout the customer lifecycle, aligning them toward their goals with our product.

These responsibilities include helping customers with technical integration, advising best practices during new account setup, proactive check-ins with high-value accounts, circulating feedback to our product team, and handling inbound support questions.

To be successful in this role, you should be an excellent communicator who’s able to grow and maintain our clients’ trust via email, chat, phone, video conference, and sometimes in-person. You should also be familiar with CRMs and help desk software (we use Intercom and Close.io).

Responsibilities include:

Proactive outreach to high-value customers, regularly connecting with multiple points-of-contact at their company, identifying their goals, advising them on more effective product usage, soliciting feedback, aligning them with future goals.
Helping customers through live chat, email, phone calls, and screen shares to fine-tune their accounts and ensure they are successful with our product (setup, onboarding, and beyond)
Troubleshooting to quickly identify the source of customer issues and solve problems with empathy, as a customer advocate
Delivering customer feedback and reporting usage trends to our product team, helping to drive customer-focused product development
Creating technical documentation such as FAQs, guides, knowledge-base articles and how-to’s for Churn Buster customers
Automating baseline support to orient customers via in-app notifications, based on feedback and common points of confusion/interest.

You could be a good fit if you…

Have previous experience in a Customer Success role
Have a minimum of 2 years experience working with a B2B software company
Can develop a solid technical understanding of how a software product works, with the ability to problem-solve for customers independently
Are a high integrity individual with a passion for personal growth, and excellent written and spoken English
Communicate extremely well via Slack, email, and other tools (this is a remote position and communication is everything!)
Are based in a US timezone, preferably Pacific or Mountain.

Perks at Churn Buster

Work with an ambitious, small team, at a company that provides a measurable financial benefit to customers.
100% remote work
Competitive compensation
Encouraged personal time off
Yearly team retreats (last year was in San Diego, CA 🏝)
Learning budget