Customer Support Specialist (APAC Region)
About The Position
Appcues is looking for a Support Specialist to join our team! We're building a team of driven, focused people who want to make a meaningful impact helping our customers build something their users will love. You'll be empowered to put customers first daily. Support is more than just spending your time hammering away at a queue-it's proactively making help even easier to come by, and anticipating the needs and questions of our customers before they have them. This position is fully remote, but we are looking for someone located in the APAC region of the world! The shift this role will be covering is Monday-Friday 9 am-5 pm PST.
Requirements
- A curious mind and a desire to learn
- Experience working at a remote-first company and are comfortable working remotely
- Empowering users with the knowledge to do things for themselves in the future, not just fixing things for them
- Love collaboration and want to work with members of the support team and teams outside of support to do what's right for the company and the customer
- An A+ listener and communicator, able to synthesize feedback and be the voice of the customer
- Eager to spend days speaking with customers on the phone, via email, and through chat
- Ardent about figuring things out and comfortable being uncomfortable
- Driven and goal-oriented
- Empathetic and have a genuine desire to help other people
Responsibilities
- Helping customers with all support-related issues by providing excellently written emails, Slack, and/or video chat support
- Conducting training sessions for our unmanaged customer base to remove friction from their customer journey
- Presenting customer problems and friction points to the organization in a way that leads to prioritization and actionable decision-making
- Joining regular Support Office Hours to help customers in real time
- Working closely with CX, Finance, Marketing, and Sales teams to make sure that customers' impediments are resolved as quickly as possible
- Mastering AI tooling platforms to level up skills and the ability for customers to take action based on agentic prompts
Benefits
- 100% remote
- Transparency and collaboration
- Home office and tech stipend
- Coworking space reimbursement
- Health, dental, and vision insurance
- 401k with a match
- Paid parental leave
- Learning stipend
- Equity
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
