What are the responsibilities and job description for the Customer Success / Support position at Clearstream?
Clearstream is a communication software for churches. Our web-based texting and email app is used by 6,000 churches, including many of the largest in the U.S.
While our customer base is large, our team is small - around 14 people currently. This means you will play a vital role and have a voice. Our culture is genuinely friendly and fun, but also highly detail-oriented, and hard working. But we don't subscribe to the 'work until you drop' startup mentality. We strongly believe in work/life balance. Proof is that we have 4 day work weeks year-round.
You can learn more about our team and values here - https://clearstream.io/about-clearstream
Job Details- We consider customer support to be part of our product and a central part of what makes us who we are. It's not an after-thought, and it's the antithesis of most customer support teams (no offense). Extremely knowledgeable, very short wait times (2 minutes), no chat bots, no up-selling, no red tape. Just real people that actually help churches.
- This is a full-time position (4 days/week)
- Starting salary - $50,000-53,000/yr
- 99% company-paid high-quality, premium healthcare coverage through Blue Cross Blue Shield, and 75% company-paid coverage for all dependents.
- 100% company-paid vision, dental, and life insurance.
- 5% matching 401(k)
- annual Christmas bonus
- annual performance review with salary raise.
- Start date - March 2025
- Where you'll work - Our downtown Pensacola, Florida office 3 days/week, with the option to work from home 1 day/week.
- How much you'll work - 4 days/week year-round (8a-5p with a 45min-1hr lunch break).
*Please include a 1-2 minute video with your application, explaining why you would be a good fit. Applications that do not include a video submission will not be considered.
What Success Looks Like For This Role- Live chat: A major part of this role is handling conversations through the live chat on our website and in our application. You will talk with customers to help them get set up, troubleshoot issues, and answer questions they have. You will also chat with non-customers (leads) who are looking to start using Clearstream. Live chat is fast paced, and you will have multiple conversations at a time. Our team prioritizes speed, but not at the sacrifice of quality. Responses should be fast, but also very clear and helpful.
- Zoom calls: You will have multiple Zoom calls each week to walk customers through their accounts, troubleshoot issues, and answer questions.
- Email support: The majority of our support is not through email, but you will use email at a small scale.
- Technical but approachable communication: You should be able to learn something complex and technical, then communicate it back in a way that's simple and easy to understand. You should know what's important to include in your responses, but also what should be left out.
- Humble: You should be receptive to feedback. We care deeply about how we talk with our customers. You can expect a lot of feedback especially in your first 6-12 months. Even after that, you will receive regular feedback from your manager. We don't expect you to know everything, but we do expect you to be teachable, and never stop learning. Our support team has an excellent reputation with the churches we serve.
- Video: If you're comfortable on camera, you might help with customer education videos.
- Highly detail-oriented - this is a defining characteristic of our team.
- At least two years of customer service experience.
- Excellent communication skills with the ability to simplify technical concepts.
- Highly personable and empathetic.
- Humble and teachable.
- Typing speed of >50 wpm.
- Familiarity with church culture and communication needs.
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Salary : $50,000 - $53,000
