Customer Support Specialist

The role 

Hopin is seeking for a new member to join our Customer Support team. This new member is someone who is personable, self-driven, passionate and ambitious! We're looking for someone with strong experience in this field, good at making decisions on the go, is helpful, supportive and a team player.

We're looking for someone to cover the following shift:

  • Thursday-Monday 8pm-4am BST (2pm-10pm CDT).

We're excited to be working with someone who is highly motivated, comfortable in a fast-paced start-up environment and is happy to work with a remote team. We're currently a team of 44, and you will be working within the support team. 

Responsibilities 
  • Know all the ins and outs of the product
  • Guide customers through teaching them how to use Hopin and helping them troubleshoot issues through email and/or Intercom
  • Collate customer feedback and communicate this to the product team
  • Communicate clearly in writing to both technical and non-technical people
  • Assist with successful on-boarding of new customers
  • Advise customers on how to most effectively use the platform
  • Continue to be friendly, helpful and supportive to customers
  • Communicate with customers over email, phone, video call and/or intercom
  • Strategise and make data-driven decisions to make our products better
  • Build and improve our customer knowledge base and other support materials
  • Build and improve our internal support team resources, including writing canned responses, adding to our internal knowledge base, and making suggestions for improving processes
Qualifications 

Required: 

  • 2+ years of experience in Customer Support
  • 1+ years  of experience working at a B2B SaaS company
  • Fluent English speaker with outstanding written and verbal communication skills; you have the ability to read, interpret, and clarify customers' goals, and then craft thoughtful responses to help them achieve those goals
  • Tech Savvy - love software, tech and excited to learn new software
  • Ability to teach yourself new skills and competencies, and finding answers yourself
  • Great problem-solving abilities - assess all options before making a decision
  • Exceptional organization skills - you're used to juggling multiple priorities
  • Has a "can do" attitude
  • Can work at a fast-paced environment

Preferred: 

  • Previous experience with a video platform
  • Experience working at an early stage startup
  • Proficiency in HTML/CSS/JS
The Offer 
  • Competitive salary
  • Fully remote team, work from any corner of the world
  • Flexible schedules
  • Laptop assigned, Mac or Windows
  • 800 USD for Home-Office set up

At Hopin, we're committed to cultivating an environment that promotes equality, diversity, and inclusion. We are a global community and we believe our unique qualities must be celebrated as they are critical to our innovation. It's essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, neurodiversity, or otherwise. Inclusion isn't just an initiative at Hopin. We strive to embed it not just into our core values but throughout our entire ecosystem.

Or, know someone who would be a perfect fit? Let them know!

London

5 Bonhill St
EC2A 4BX London Directions jobs@hopin.to View page

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