Overview

Redbooth is a collaboration platform providing tasks, chat, video, file share, and visual reports. More than 3,000 organizations organize their work through Redbooth. Companies like Cisco, Unicef, Ritz Carlton, and NBC run critical operations with our product. For them, a day without Redbooth is day without work.

At Redbooth we have built a culture of approachability, transparency, and ownership. We work on problems, not solutions. Everyone is welcomed at the decision table. Our group embraces diversity in all forms (we speak a dozen languages!). We also work hard to grow our skills. Joining Redbooth is a journey to a better self 😇.

We are based in the SF Bay Area (moving to San Francisco very soon! currently in Palo Alto). We offer healthcare benefits, 401k, lunches, sport credits, and many more.

We’re looking for a Customer Support Specialist who is obsessed with problem-solving and helping our customers succeed in managing their work more effectively with Redbooth. At Redbooth we work hard to cultivate a friendly, collaborative and fun environment to work.

If you are interested in shaping the next-generation of workplace productivity tools, we want to hear from you.

Responsibilities

  • Field inbound customer chat and email inquiries
  • Identify, troubleshoot and escalate technical issues to engineering team
  • Handle customer requests and provide appropriate solutions and alternatives
  • Manage customer expectations regarding issue resolution and feature delivery
  • Onboard and educate new customers
  • Maintain Help Center support articles
  • Identify sales/upsell opportunities through support interactions

Requirements

  • Ability to work from 9am to 6pm Eastern, Monday-Friday
  • Strong troubleshooting skills and technical aptitude
  • Excellent verbal and written communication skills
  • Super ability to empathize with users
  • Genuine passion for making customers feel happy and understood
  • Tenacious work ethic and relentless attention to detail
  • 2+ Years of customer service experience

Desirable

  • Proficiency with Redbooth, Zendesk, Intercom, APIs, Zuora
  • Experience in IT or technical support
  • Knowledge of iOS and Android mobile platforms
  • Background or interest in SaaS sales
  • Fluent in any additional language (Spanish, French, or German preferred)