Customer Support (Remote)

Fireflies.ai is an AI voice assistant that automatically takes notes, makes meetings searchable, and delivers key insights from conversations. We are growing rapidly across tens of thousands of organizations and growing our footprint inside Fortune 500 companies. Chances are you've seen Fireflies in one of your meetings! Fireflies integrates with all the major video-conferencing platforms including Zoom, Google Meet, Teams, Webex, and more. We are a globally distributed team across 18+ countries.

We’re looking for a self-starter with a proven track record in customer support. You will be responsible for engaging with our customers, and your interactions with them will be critical to the overall success of our business.

Responsibilities:

• Responding to chats and emails in a timely and efficient manner.
• Identifying customer needs and queries and providing accurate solutions.
• Addressing customer complaints in a constructive and patient manner.
• Collaborating with cross-functional teams to ensure customer satisfaction.
• Generating and forwarding potential leads to the appropriate team.
• Building and maintaining professional relationships with customers.
• Following company policies and guidelines at all times.
• Meeting or exceeding individual and team KPIs.
  
  
  

Requirements and Qualifications:

• At least 5 years of customer support experience, with a minimum of 2 years in SaaS.
• An analytical mindset with an ability to recognize patterns.
• Excellent communication skills, both written and verbal.
• Strong time management skills and highly organized.
• Ability to interact and communicate with people at all levels.
• Highly motivated with a strong work ethic.
  
  
  

Preferred:

• Experience with Zendesk, Zendesk Guide, Hubspot, Notion, and Slack.
• Knowledge of data analysis tools like Heap Analytics and Google Spreadsheets.
  
  
  

What makes us a great company to work for?

• Modern SaaS product-led company at the forefront of innovation.
• Remote work-from-home position, promoting work-life balance.
• Opportunity for professional and personal growth in a challenging tech environment.
• An organizational culture that places learning at the center of what we do.
• Opportunity to socialize with colleagues at annual international retreats.
• Competitive salary and benefits package.
• Working in a multicultural environment.
  
  
  

About us:

Fireflies were rated by Gartner as one of the top 25 startups to watch for in 2020. The company has raised $19 million from top-tier investors, including Canaan, Khosla Ventures, and angels from Slack, Facebook, Dropbox, Amazon, and Salesforce. We are a 90+ global team across 15 + countries. In just the past year, Fireflies has taken notes for over 3 million people and is used by folks across 60,000+ companies.

We are an equal opportunity employer and strongly value diversity at our company because our team will be stronger with different perspectives and experiences. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you want to join our growing team please apply here: https://t7lgfyeq.paperform.co/