SignEasy is the simplest and fastest way to sign and send documents for signature from your phone, tablet and computer. Over 100,000 customers from 180 countries trust SignEasy to reduce paperwork turnaround times, close deals faster, cut costs, and improve the customer experience by eliminating the cumbersome print-sign-scan-fax process. It seamlessly integrates with your business workflows across popular applications like G-Suite, Office 365 and Dropbox. With over 5 million downloads to date, SignEasy is used by small businesses and large enterprises like Equinix, Intertrust, Cleartrip, Aruba Bank, and Stribling. SignEasy has been featured among the Best Business Apps on the Apple App Store and Google Play Store.
About the role:
We’re looking for a Customer Support Team Lead who is obsessed with problem-solving and helping our customers succeed in managing their paperwork more efficiently with SignEasy on iOS, Android, or our Web app. If they are reaching out to Support, it’s because they’ve encountered a problem and need you to fix it! In these moments of frustration, our customers are looking for an empathetic, patient, and proactive person to walk them through a full resolution.
You will be responsible for educating them to use our software, helping them work through bugs, addressing their billing and payment questions, and listening to feedback so that we can improve their experience. For thousands of customers like these, you will be the first impression of SignEasy.
This role will require you to communicate effectively, and enjoy the challenges of providing excellent customer service in a fast-paced environment. You will also be in charge of a small team of remote Support agents, where you will provide direction and guidance for process improvements and best practices. The Customer Support role provides a fantastic opportunity to learn and sharpen your customer support skills, work with a growing team, and support a product that customers love.
What you’ll do:
First and foremost, dive head-first into support tickets when they come in via email, phone, and chat.
Resolve our customer’s product issues and questions by providing appropriate solutions.
Troubleshoot, identify and escalate technical issues to the engineering team.
Work on documentation and tutorials to increase customer satisfaction.
Manage a remote team of Support agents based in Europe.
Manage customer expectations regarding issue resolution and feature delivery.
Onboard and educate new accounts.
Identify sales/upsell opportunities through support interactions.
Identify power users to generate testimonials and referrals via positive feedback.
What we’re looking for:
2+ years of experience in Product Support, preferably at a SaaS or Tech company.
Patience, care, and empathy. You enjoy talking to people and solving their problems.
Experience managing and using helpdesk ticketing software.
Technical experience of working with cloud-based software applications and mobile apps, log files and billing systems for troubleshooting.
High level of English fluency with clear and professional communication (written and spoken).
Knowledge and experience in setting support KPIs, reporting and improving the metrics.
Highly detail-oriented, with excellent organizational and communication skills.
Ability to learn quickly, adapt to change and are self-driven to dig deep into problems.
Why join us?
We’re a small team doing big things! Your work will make a huge impact on customers and your voice will be heard.
Work from a beautiful WeWork office in the heart of Dallas, with flexible work-from-home options.
Our company is headquartered in the US, with a small team in Dallas and development center in Bangalore. Interact with a global, diversified team and grow together with us!
Paid company retreats (the last one was in Tulum) and $500/year reimbursement for personal development.
The position is based in Dallas and requires you to work from 9 am – 6 pm CST. Remote will be considered for the right candidates.
To apply for this job please visit www.getsigneasy.com.