Customer Support Specialist

Stable•Denver, CO

18d

About The Position

Our mission is to make it simple to headquarter any business on the internet. Today, we provide companies with a business address and a dashboard to manage their physical mail online. Over 10,000+ companies like Gitlab, Glassdoor, and Indiegogo use Stable to automate their mailroom and act as their permanent business address with the IRS, state, and vendors. The rules that regulate US entities were written in the 1800s. Stable abstracts these antiquated requirements with tools that empower modern companies to move forward faster. These rules don't make sense for the way we work today — work takes place in the cloud and businesses are no longer tied to physical proximity or geography. We’re on a mission to fix the broken system of entity management. Starting with business addresses and mail, we’re abstracting the complex, archaic systems that make company-building painful and turning them into delightful experiences — so that modern businesses have the tools they need to move forward faster. We're backed by leading Silicon Valley investors like Y Combinator, Craft Ventures, Shakti, Hustle Fund, and founders from companies like Lattice, Apartment List, and FlexJobs. Our business is at an inflection point. We’re growing quickly with a product people love and we’ve proven we can service companies of all stages and industries — from early-stage startups to publicly traded companies in industries like technology, logistics, and property management. This is an opportunity to join an early-stage startup as one of the first employees and do work that directly impacts the future of how companies are built. As a Customer Support Specialist, you will deliver industry-leading support and be a champion for customer happiness. Providing an amazing customer experience is one of our core strategies for growth and differentiation - we want our customers to continue to love Stable and to drive positive referrals. Through this role, you will get to work directly with our customers — CEOs, founders, and operations managers of fast-growing companies all around the world. As part of our growing Customer Experience (CX) team your primary responsibilities will be to provide high quality support to our customers and use the insights from your support interactions to be a spokesperson for our customers’ needs.

Requirements

Strong written and verbal communication skills — you can maintain a personable, friendly, and natural tone with all our customers
Comfortable solving new ambiguous, complex problems that we may not have encountered before — we are a fast-moving company and our processes often change day-to-day
Detailed-oriented with exceptional organizational skills
Energized by helping others

Nice To Haves

Bonus points if you have experience in a customer-facing role at a B2B or SaaS company

Responsibilities

Provide email support — Play a pivotal role in managing customer relationships through email correspondence and ticket resolution
Gain a deep understanding of our product — You’ll understand the ins and outs of the physical logistics and software components of Stable, and communicate your knowledge to customers via email.
Influence product — You’ll work closely with our CX team to communicate and implement customer and operational needs.
Follow playbooks and update our documentation— Use and update our CX playbooks to drive best practices for email resolution
Support our customers through friendly email correspondence
Collaborate with customers via video call to resolve more complex issues
Use supporting CX documentation to resolve customer issues
Gain an in-depth understanding of our product and use that to answer unique, nuanced customer questions
Quantify and track day-to-day issues through our issue tracking tools
Update our internal documentation when processes change
Work closely with our CX team to provide customer feedback to improve the customer experience