Juicer Customer Success Manager

Headquarters: Boston, MA
URL: https://juicer.io

• Can work quickly and independently on a small team
• Startup-minded; able to achieve deep product understanding and grasp other areas of the business, to be equipped for customer inquiries and support needs
• Able to simplify concepts and instructions into jargon-free language that is easy to follow
• Innovative and willing to try new methods
• Believes in the power of great customer support, loves to help people

• Has supported customers of a software-based product through email, chat and phone, including support for high-priority/enterprise customers
• Some tech background - e.g., knowledge of APIs and how they work with software; basic understanding of HTML/CSS; can troubleshoot some technical issues with customers
• Fluent in English (written, spoken)
• Has used a help desk system (e.g., ZenDesk, Intercom ) 
• Has created or contributed to help documentation for a product (FAQ entries, videos, etc.) 
• Basic knowledge of the various social networks (Twitter, Facebook, etc.)
• Experience leading or building a team a plus 
• Understanding of payment systems/invoicing a plus 

• Oversee how customer support, customer communication and customer retention are going, and make recommendations or improvements as needed. Get hands-on in these areas when necessary. 
• Handle questions escalated by support staff, including some technical questions 
• Be the point of contact for existing high-profile customers, and also for high-potential leads; provide the occasional product demo
• Create and/or revamp help documentation; create (or find a good way to outsource) new walkthrough videos.
• Recognize when customers need to be alerted about product changes and help execute this; develop new ways of staying in contact with enterprise customers. 
• Be prepared to step in and temporarily handle normal everyday support tickets if the need arises.
• Stay in regular contact with our development team on various topics

• Small team, few meetings, entrepreneurial culture with tons of autonomy
• Flexible schedule
• Negotiable pay based on experience 

To apply: [email protected]