About Spectora

About the Role

Responsibilities

• 1-2 hours per day will be spent directly answering usage questions via online chat, social media pages, and occasional phone calls with our standard of EXCELLENT customer service, humor, gifs, and personality while going above and beyond for each interaction
  • Maintain high quality while working in an extremely fast-paced environment
  • Curiosity about our product and willingness to “deep dive” into issues even if it may take a lot of work to find the answer
  • Client-first mentality! Our clients LOVE us and that’s because we are their advocates. We each go above and beyond to make life easier for our clients, and we expect you to continue that precedent
  • Manage your own workday and make a point to try new things. Our team is small, we rely on each team member to manage their time effectively and be productive without micromanagement
  • Familiarity with our bug tracking software (Linear) and know the standard of quality of our tickets
  • Create and update articles in our knowledge base
• 3-4 hours per day will be spent assisting Client Success Specialists
  • Give direction and insight to Specialists and Associates handling highly technical issues via online chat and new user intro phone calls
  • Be behind-the-scenes support to Specialists and Associates and take radical ownership of their success
  • Make escalated phone calls to upset customers
  • Take over escalated chats to maintain and build on our client satisfaction
  • Communicate with other departments (Engineering, Product, Marketing, Sales, Account Management, Implementation, etc.) to advise messaging, performance issues, bug fixes, and upcoming features
  • Monitor and manage daily operations of the Client Success team. This includes:
    • Ensure the schedule is executed precisely
    • Make tweaks to the schedule based on daily changes in coverage
    • Help the team hit goals outlined for the CS team such as customer satisfaction rating, first response time, time to close, etc.
    • Monitor chat quality of your direct reports daily
    • Execute Chat QA for all direct reports weekly
    • Zoom with direct reports or other teammates to discuss difficult problems
    • Delegate chats and projects to others as needed
  • Provide quick feedback when any actions do not align with the standards on chat
  • Post updates, announcements, bug fixes, knowledge, etc. to spread knowledge to the whole team effectively
• 2-3 hours per day off-bubble/managing
  • Provide swift, concise, clear feedback if a team member is doing something that is below expectations for their role
  • Meet biweekly with direct reports to go over goals, metrics, progress, feedback, and their career path
  • Coach direct reports on the chat bubble via reverse shadowing for efficiency, calling out conversations handled well, feedback on conversations that could be handled better
  • Check in weekly with your direct manager to report on metrics, challenges, coaching opportunities, wins, etc. for each direct report
  • Client Success is our top priority, be willing to jump in wherever needed in order to keep our high standards in place
  • Be the "voice of the customer" in our product meetings, relaying feedback, and offering ideas on how to improve the platform
  • Innovation & big picture - think of new opportunities for the CS team and Spectora as a whole

REQUIREMENTS

• Work Experience: 2 or more years of tech support or customer service via chat (preferably in the SaaS/software space) and 2 or more years managing high performers. Relevant experience can be superseded with comparable experience in our space and operations
• High-Energy Multi-Tasker: This one is important! You must be able to juggle 5-10 ongoing conversations with challenging subject matter or escalated conflict while maintaining highly positive energy and composure
• Empathetic: A desire to genuinely help our client base and CS team in a caring, curious, warm, and intentional way
• Succinct: Ability to explain solutions in a concise yet easy-to-understand manner.
• Tech-Savvy Problem Solver: A familiarity with the Internet, SaaS, and the variety of browsers and devices available helps to dig into sometimes complex issues.
• Fun! Yes, for real, fun!: We have great relationships with our customers and each other as teammates. We send GIFs, make jokes, and are down-to-earth and authentic. We want you to be too!
• Real Estate Knowledge/Interest: Any experience related to real estate is beneficial but not required.
• Software Experience: If you've used Hubspot, Intercom, Linear, Slack, CloudApp, Skitch, or similar software that's a bonus!
• Adaptability: This is a fast moving startup, our policies, team structure, goals, and everything in between can change at a moment's notice. You need to be someone who thrives in this kind of environment with less structure
• Tenacity: We are a small but mighty team pushing a boulder up a hill. We need every team member to be the strongest link. There will be failures, but we keep getting back up

• Performance Based Bonuses: This position comes with an above-market 10% bonus (distributed at 2.5% every quarter) based on individual and team performance
• Insurance: Medical, dental, and vision, employer paid life insurance, employer paid short & long term disability
• Paid Time Off: Unlimited vacation and sick time, plus paid parental leave
• Retirement: 401k and matching
• Remote work: employees receive a home office reimbursement