Associate Customer Care Agent

Staffbase (#1 Employee App Solution)

5d • Hybrid

About The Position

We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication with the first AI-native Employee Experience Platform. Our industry-leading and award-winning agentic AI communications channels - intranet, employee app and email solutions - create engaging experiences that connect and empower employees. Headquartered in Chemnitz, Germany and New York City, with offices in Berlin, London, Sydney, Tokyo, Prague, and Minneapolis-St. Paul, our diverse team of 750+ employees supports 2,000+ customers - reaching over 16.4 million employees - in transforming their employee experience. We are proud to be a Unicorn company - privately valued at over $1 billion - demonstrating strong growth, innovation, and lasting impact in our industry. Together, we're shaping the future of workplace communication. We are growing our Customer department Staffbase is looking for an additional Associate Customer Care Agent in our Minneapolis-Saint Paul office. In this role, you will mainly focus on supporting our customers with all kinds of inquiries to ensure the customers' ongoing satisfaction. With your deep product knowledge, you will be in direct contact with our customers and other internal teams, primarily with Development and Customer Success Management departments. To support our customers as best as possible, we are looking for colleagues who are open to work from 8am - 4pm Central Time, Monday to Friday. Important This is a hybrid role. Core in-office days in our Minneapolis-Saint Paul co-working space are Tuesdays-Thursdays, and it is expected that folks will be in the office at least 2 days per week during core days.

Requirements

• Experience in a customer support role with an ability to talk to customers via phone, email, and live chat
• Working experience in a customer-facing role, and you enjoy interacting with customers on a day-to-day basis
• You are able to communicate on a high level with customers and internal stakeholders, e.g., Sales, Development, and Account Management
• General understanding of how HTMLCSS works
• Excellent communication skills
• You are a motivated team player with passion, humor, and enthusiasm, who enjoys working in an international and diverse environment
• You are a tech and smartphone-savvy person

Nice To Haves

• Experience with a ticket system (e.g. Zendesk) and live-chat system (e.g. Intercom) is a big plus

Responsibilities

• Provide outstanding customer service mainly via phone, email, and in the future, also live chat
• Answer general queries, after-sales requests, product, and technical inquiries
• Take ownership of the support tickets and be responsible for funneling them through all process stages until you find the perfect solution
• Investigate potential bugs and errors, escalate if necessary, and inform other parts of the team continuously
• Reaching out proactively to customers who might face an issue to inform them about it

Benefits

• Competitive Compensation - we offer attractive salary packages including a Long Term Incentive Program
• Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $1608
• Growth Budget - all employees get a yearly budget for external training of $1100
• Recharge - 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August to enjoy a summer break (Recharge Fridays)
• Wellbeing - Monthly Wellbeing Allowance ($40 USD), from fitness to mental health, hobbies to relaxation
• Support - we're offering a 401(k) plan with company match and health plans, including dental & vision. Parents can get 12 weeks of paid parental leave
• Team Building - Regular team and office events including the yearly Staffbase Camp
• Volunteer Day - you'll get one day off per year for supporting a social project
• Employee Referral Program - one of your friends is a fit for one of our full-time openings? Refer them and get a referral bonus paid

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees