Customer Success

About the Team:

The Customer Success Management team is composed of creative product experts who work with our customers to drive the adoption of Sift’s Digital Trust & Safety solutions. CSMs unlock strategic business value for online digital businesses across all major industries and around the globe.

We are subject matter experts on Sift’s products and our customers’ needs. Cultivating trusted relationships, we leverage our product and industry knowledge to drive ROI and build long-term customer success and satisfaction. Internally, we are the voice of the customer -- advocating for their needs and championing their success.

It’s a powerful team that bridges business and technical challenges while maximizing customer success and value with Sift’s suite of solutions. We love addressing real-world opportunities and enabling our customers to do their best work.

What We’re Looking For:

We’re looking for a Customer Success Manager who will work closely with our customers to identify and address business and technical challenges. As a member of the Customer Success Management team, you’re an ambitious self-starter with a knack for building relationships, a strong technical acumen, and you have a cross-functional collaboration skill set.

What You’ll Do:

Ultimately, your goal is to drive adoption and partner with our customers as a trusted advisor to unlock value and find solutions to their needs that leverage Sift’s Digital Trust & Safety solutions. You’ll do this by:

• Understanding the customer’s business: Identify and address business and technical challenges, owning the entire process. This includes the relationship, project management & communication of issues and solutions.
• Demonstrating the value Sift is providing: Through strategic business reviews and consultative conversations, you are able to show that Sift is providing value to our customers. Gaining alignment with our customers regarding the value Sift is providing is a top priority.
• Being a Sift product expert: Build and maintain a deep understanding of Sift’s product offerings. Find, distill, and share best practices across your customers. Take a first pass at debugging issues and making recommendations for better integrations (our Solutions Engineers will be around to help!).
• Being a customer advocate: As the owner of your book of business, you are the champion and represent customers internally. Provide feedback and find ways to improve the customer’s experience through processes and collateral, driving value realization for your customers.

What Would Make You a Strong Fit:

• 3+ years experience in a Customer Success Manager role or similar role (e.g. Customer Success Management, Account Management, Customer Support).
• Experience in the fraud/payments ecosystem is a plus.
• Experience owning a book of business and being responsible for retaining revenue and running strategic business reviews (e.g. QBRs).
• A track record of showing value through data-driven metrics and KPIs.
• Outstanding customer-facing communication skills, including the ability to communicate and build relationships with all levels and audiences -- from fraud analysts to the C-suite; technical and non-technical.
• Strong business acumen and experience influencing change at all levels of a customer organization.
• A strong work ethic​ and commitment to excellence; being creative, ​collaborative, goal-oriented, ​thoughtful, and resourceful​.
• A bias for action; demonstrated ability to continuously learn, work independently, and make decisions with minimal supervision.
• Ability to work effectively in teams of technical and non-technical individuals across multiple concurrent projects.
• Experience working with SaaS-based products, comfortable speaking about complex/technical concepts, and have worked with products that utilize APIs.

Dublin Benefits and Perks:

• Competitive total compensation package
• Medical, dental and vision coverage
• Income protection & life assurance benefits
• Flexible spending wallets through Forma, with stipends for two different wallets:
  • Lifestyle Wallet: 170 Euro per month which can be used for a lot of different categories of things (e.g. Fitness and Health, Family Support, Petcare, Food and Nutrition, Commuter and Transportation, Financial Wellness, Work from Home, Connectivity and more!).
  • Learning & Development Wallet: 1,000 Euro per year.
• Pension account with 3% Employer match contribution
• Generous time off

A little about us:

Sift is the AI-powered fraud platform securing digital trust for leading global businesses. Our deep investments in machine learning and user identity, a data network scoring 1 trillion events per year, and a commitment to long-term customer success empower more than 700 customers to grow fearlessly. Brands including DoorDash, Yelp, and Poshmark rely on Sift to unlock growth and deliver seamless consumer experiences. Visit us at sift.com and follow us on LinkedIn.

Let’s Build It Together

At Sift, we are intentionally building a diverse, equitable, and inclusive workplace. We believe that diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need. We envision a place where all Sifties feel secure sharing their authentic selves and diverse experiences with their teams, their customers, and their community – ultimately using this empowerment and authenticity to build trust and create a safer Internet.

This document provides transparency around the way in which Sift handles personal data of job applicants: https://sift.com/recruitment-privacy

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Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.

About Clipboard Health:

Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We’ve been featured on YC’s Top Companies and grown 20x+ since January 2021. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about working at Clipboard Health, take a look at our Careers page and how we work.

About the Role

We are looking for customer-centric individuals to service our marketplace with empathy and judgment. You own your customer's issues and provide the best solutions and service by moving as fast as possible. You go out of your way to make sure the customer is taken care of. You exhibit the highest standards of customer service and are the customer's first point of contact. You are a problem solver and solution-driven. You think on your feet, take initiative, and know when to escalate situations. You work independently and thrive in fast-paced environments.

Our customer base is solely within the United States at this time, but service to the nurses and workplaces who use our marketplace is 24/7.

Day-to-Day Responsibilities

• Process customer contact and deliver prompt solutions through phone, chat, and email
• Communicate and collaborate with different departments
• Investigate, research, and resolve customer issues
• Handle tough and dissatisfied customers politely and professionally
• Track and follow up on all customer requests in a timely manner
• Manage conflicting priorities
• Provide outstanding and exceptional customer service
• Must have weekend availability

What Sets You Apart

You are quick and think on your feet. You communicate clearly and are at ease with handling difficult situations and customers, always responding with empathy. You're genuinely curious and take initiative to solve problems when you see them.

Why work at CBH?

• Be part of a fast-paced startup unicorn making a huge difference in the lives of tens of thousands of customers.
• Work from home with occasional opportunities to meet your coworkers, including some traveling from around the world, in-person.
• Personal and professional development opportunities. If you're interested in developing a particular skill or learning more about a particular part of the business, we'll give you the opportunity to learn

System Requirements

(NO CHROMEBOOKS, NO LINUX OS)

• Minimum 20Mbps wired internet connection
• CPU: minimum quad-core CPU (Intel Core i5 8th Gen or higher / AMD Ryzen 5 2000 series or higher)
• RAM: minimum 16GB or higher
• Boot Drive: using SSD
• Wired headset
• Quiet working environment
• Steady power and internet

We operate 24/7 and work on a rotating roster, including weekends.

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About ElevenLabs

ElevenLabs is a growth-stage startup that has built the most advanced AI voice models and AI voice products (text-to-speech, audiobook creation, dubbing, and the voice library).

We launched in January 2023 and have since reached over 1 million users and partnered with the world’s largest publishers (The New Yorker, The Washington Post, The Atlantic), media companies (Super Hi-Fi, D-ID, Futuri), and gaming studios (Paradox, Cloud Imperium Games, Don’t Nod). We are backed by the leading names in tech and AI (Nat Fridman, Daniel Gross, Andreessen Horowitz, Instagram co-founder Mike Krieger, Oculus VR co-founder Brendan Iribe, Deepmind & Inflection co-founder Mustafa Suleyman, and many others).

We have a unique mix of in-house cutting-edge machine learning research (led by our co-founder Piotr, who was previously a researcher at Google) and strong product-led traction (led by our co-founder Mati, who was at Palantir before and after the IPO).

We have recently concluded our successful Series-B funding round and are hiring to double down on our initial traction to make ElevenLabs a truly generational product company and research lab.

Join us in shaping the future of voice technology.

About the role

You will enjoy the role if you enjoy doing the following:

• Rapid Response: Quickly and effectively resolve customer support tickets, ensuring a seamless user experience and customer empathy.
• Creative Problem-Solving: Challenge yourself by applying your technical expertise to troubleshoot issues and provide straightforward, user-friendly solutions.
• Keeping Things Top-Notch: Stay informed about developments, proactively and reactively contribute to documentation and help center articles to ensure users have the information they need when they need it, and serve as the liaison between customers and the company, giving the users a voice within the company. You're the vital link between our customers and our team, fostering a sense of connection.
• Building a Safe Space: Take pride in your role as a guardian of our community by actively ensuring that user-generated content complies with our guidelines, maintaining a respectful and secure environment for everyone, while also contributing to the review and moderation of our voice library, upholding high-quality content that meets our platform's standards.

Who we are

We are a young company of highly motivated individuals who work together while being spread across the globe. Each one of us is driven by the pursuit of excellence, supporting one another while taking ownership of our outcomes, and exploring uncharted territories. To thrive in this environment, you embody these attitudes: You are passionate about text-to-speech AI driven by a desire to make content universally accessible and breaking the frontiers of new tech. You are a highly motivated and driven individual with a strong work ethic.

What you bring

• 2-3 years experience in a technical customer support department in SaaS or at a high-growth technology company
• Experience working in a start-up with international teams in a remote setting
• Experience troubleshooting technical issues related to APIs or browser errors
• A detail-oriented mindset with a focus on delivering high-quality work
• Autonomous and execution-focused mindset
• General interest in AI and technology (you will get extra points if you are already an ElevenLabs user!)

What we offer

• Compensation is based on qualifications and experience. Given the broad range, we'll be happy to discuss specific salary details during our initial conversation.
• Remote-first; we look at who you are rather than where you live. That’s why we are growing across the globe and support your preferred location.
• Opportunity to work with a super smart and ambitious group of people.

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A little about who we are

Taxually is a global transactions tax SaaS scale up offering a suite of products to enhance the way its clients manage their tax processes. Founded in 2018, Taxually has grown nearly 300% year on year, and now works with over 12,000 customers in more than 60 countries. We have built, and continue to build, the most advanced technology within the tax sector, which has resulted in numerous members of the Fortune 500 adopting our solutions and strong Private Equity backing.

We have a dedicated, hard working, growing team - the type of person who works here is driven, motivated, empowered and forward thinking. We want people to challenge, to bring new ideas and to add to the growth of Taxually.

Our culture

We don’t offer baroque job titles or set up rigid reporting lines. Instead, we build our team through trust, equality and fairness, giving our people autonomy and freedom to achieve their highest potential.

What we look for

We've built some of the best tax technology that the world has to offer, and we're keen to get our clients using and learning how we can make it even better - that's where you come in. We're looking for a full time Customer Care Specialist to support our international team remotely.

What you'll be doing

Here are a few hints on what you are expected to do at Taxually:

• Providing our users with an outstanding customer experience - it is part of our mission to make Taxually users feel satisfied with our toolkit and service
• Supporting clients with the onboarding via email, phone and chat
• Making sure our clients are up-to-speed with their VAT registration tasks
• Collaborating with other departments, including our Product Development team on customer feedback and experience

What skills will be useful

With the right attitude there is nothing you can't achieve. Nevertheless bringing the following fundamental skills may help you succeed in your role at Taxually:

• Native / Fluent English language knowledge
• Fluency in any other European language (German, French, Italian, Spanish)
• Remote customer service experience (phone, email, chat) 1+ year
• Work experience on the VAT field and/or ChatGPT / AI customer support is a great plus
  
• Empathy and love for helping people
• Ability to understand and explain complex issues in an easy manner
• Excellent organization, problem-solving & communication skills

If you are a driven, self-motivated and highly flexible team player on top of being a self-learner and independent problem-solver, we will not even ask you for a Bachelor's degree or equivalent.

What you can count on

You'll get to work in one of the hottest tax technology startups in the world right now. You'll receive excellent training and guidance from our team members who believe in what Taxually stands for. The type of person who works here is driven, motivated, empowered and proud.

Don't meet all of the role requirements?

Don't worry! We care about outcomes rather than tickbox criteria, and it's often the case that the perfect person for the role has a CV that looks a little different.

Research (by Harvard University 🤓) shows that women are particularly likely to second-guess themselves and not apply — so if you’re worried you don’t meet all the criteria, get in touch anyhow and let us do the worrying.

At Taxually, we are committed to building a company that includes people from a variety of different backgrounds. We're particularly interested in hearing from people from typically underrepresented groups in the tech industry.

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About Locals

Locals.org is a social platform that provides creators with tools for building, engaging, managing, scaling and monetising their communities.

About the role

We are seeking a passionate and dedicated Customer Success Manager to join our team with a clear mission: to empower creators on Locals to build, grow, and monetize their communities effectively. In this role, you will be the key support system for our creators, ensuring they have the tools, knowledge, and resources needed to thrive on our platform. Your work will be crucial in providing a seamless, engaging experience for creators, enabling them to focus on what they do best - creating and connecting with their communities. By working closely with our creators, support team, and product development, you will play a pivotal role in driving customer success and shaping the future of our platform.

In this role, you’ll have the opportunity to

Work directly with Creators

• Provide timely and empathetic support to enhance the creator experience.
• Contribute to the creation of support resources, such as help articles, FAQs, and tutorial videos to assist creators in using the platform effectively.
• Develop and maintain deep comprehensive knowledge of the Locals platform to train creators on features and functionality.

Collaborate with Support Team

• Develop moderation rules and support workflows for smooth day-to-day operations.
• Ensure tickets are resolved promptly and efficiently, and propose innovative and alternative solutions to resolve users’ concerns.
• Identify common issues and collaborate with the product team to relay feedback and drive product improvements.

Drive the product roadmap

• Shape and manage the CRM system and other digital tools to ensure accurate tracking, reporting, and analysis of user interactions.
• Monitor and analyze user engagement to identify trends and opportunities.
• Collaborate with stakeholders, product, sales, and engineering teams to enhance customer experience and drive the product roadmap.

Skills to Bring

• Excellent communication skills with a passion for helping customers.
• Hands-on experience in customer-facing roles within Tech B2B companies
• Fluent in English and conversational in Russian.
• Strong ability to solve problems and manage multiple tasks efficiently.
• Experience implementing 3rd party tooling or software is a plus.
• Passion for empowering creators, entrepreneurs, and brands to make a significant impact in 2024 and beyond.

Recruitment Process

1. Intro Talk: Meet with a Recruiter (30 minutes)
2. Professional Interview: A more in-depth discussion with the Head of Product. (60 minutes)
3. Final Interview: A conversation with the founders. (60 minutes)

Offer!

Benefits

• Flexible Paid Time Off: We coordinate to ensure a healthy balance between work and personal time.
• Fully remote role from Europe or the UK.
• Annual Care Allowance: For health, wellness, and educational purposes.
• Open Culture: Freedom to propose new ideas and initiatives.

By submitting your application, you acknowledge that you have thoroughly reviewed and consented to our Data Privacy Notice For Candidates.

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👋 Hello, we are itrinity, a rapidly expanding SaaS portfolio operator based in ****Slovakia 🇸🇰 and Czechia 🇨🇿, with a mission to build an ever-growing portfolio of highly profitable SaaS businesses. We’ve been profitable since day 1 and growing over 30% in EBITDA (YoY) for the last 5 years.

Our team is comprised of more than 60 highly-skilled professionals dedicated to building our SaaS products every day. At itrinity, everyone has the opportunity to take part in our innovative portfolio ESOP (Employee Stock Ownership Program), ensuring that we all grow in tandem with the company!

Our products:

• UptimeRobot → The World’s Leading Uptime Monitoring Service - Downtime Happens. Get Notified!
• Mangools → SEO Tools for Busy People - Effective and Affordable SEO Toolset
• EmailListVerify → Full-featured Email Verification for Half the Price
• WarmUpInbox → An Effective Email Warmup - Avoid Spam & Promotion Folders
• GeoTargetly → An All-In-One Geo Targeting Platform - Personalize to Improve Conversions
• Touch Stay → Digital Guidebooks That Reduce Questions
• DeadlineFunnel → Boosting Conversions Through Urgency & Deadlines

We are proud to serve more than 6,750,000 users worldwide, including renowned companies like Apple, Cisco, BMW, and even NASA 🚀.

💡 If you prefer a full-length version, check out: About us (our story).

You are

• technically skilled support enthusiast with strong troubleshooting skills and an ability to navigate through one or multiple product environments
• problem-solver who easily guides customers through key moments of their experience
• dedicated teammate that can both follow and lead depending on the situation

Skill requirements (are we a match?)

• previous experience with technical support, preferably in SW or SaaS
• knowledge of HTML, CSS, building sites in general, basic knowledge what email marketing
• ability to communicate technical information in an accessible manner to non-technical customers
• fluent English (perfect grammar)
• ability to work independently but not afraid to ask or help colleagues when needed

Job description

• Communication: mostly chat and email, with possible video-meet communication with our special customers later.
• Working hours: ideally ****from 2:00pm to 10:00pm CET/EU time zone, Monday - Friday, 40 hours/week max.
• 100 % remote job. We are based in Bratislava and Prague and we also have offsite events and dinners from time to time!
• Cooperate with your team members and share valuable information with other departments.
• Participate in training sessions or workshops to enhance product knowledge and improve your customer service skills.

Responsibilities (What will be your duties?)

You'll play a pivotal role in ensuring our users' success, collaborating closely with your teammates to address both routine customer questions and complex challenges, investigating tech issues, and reporting them to our developers.

We're looking for a tech-savvy person who will be happy to help our customers with their questions regarding our SEO tools, email verification and warming up tools, and uptime monitoring via chat and email support. Good communication skills, patience, and flexibility are necessary.

Why join itrinity?

We’ve been growing over 30% EBITDA YoY for more than 5 years already. We are eager to make our products even more profitable, as well as to acquire new products. We are a mature and stable company and we are looking for a long-term partnership. Would you like to grow with us and enjoy success together? Join our team!

Few facts about our products

UptimeRobot - Global market leader in uptime monitoring

• ~ 2M users around the globe
• ~10M monitored URLs every single minute
• ~100 monitoring engines
• sending ~million Up/Down notifications every day
• one of the most popular DevOps products in the world
• big and vibrant community, discord/social media

Mangools - SEO tools for busy people

• TBs of keyword data and growing in 10s of GB every day
• Millions of SERPs crawled & parsed every single day
• Custom in-house proxy-pool solution orchestrating thousands of micro-instances

EmailListVerify

• Billions of verified email addresses
• Custom in-house verification strategies

WarmUpInbox

• Rapidly growing marketing niche
• tens thousands of connected mail-boxes sending millions of emails every day

Company perks 💎

There are countless reasons to choose us as your next work adventure. However, these reasons might be quite different than the ones you are used to seeing. We like to embrace these differences.

• Possibility to participate in very attractive company ESOP (stock ownership program)
  • we want to reward your long-term participation & growth within the company
  • we are highly profitable (free cash-flow) and growing fast
  • shares are liquid and they also come with dividend rights paid ****at the end of every year
  • this way, we are connecting our success with your success 🚀
  • more details available during the interview process
• Founder-led company
  • focusing on results not effort
  • growing and learning every day
  • real impact & participation on the company's success (or failure 🙂)
• Agile, small steps, MVP first + iterative changes
  • MVP (minimum viable product) first, if it shows potential, improve it iteratively
  • measuring the MVP results/usage is crucial
• Highly competitive compensation package
• Time & place flexibility
  • remote work, weird hours → as long as you bring results, we don't care
• Great work diversity
  • 6 products under one roof (Mangools, UptimeRobot, GeoTargetly, EmailListVerify, WarmUpInbox, TouchStay)
  • Ability to apply your skills where is most useful
  • Ability to learn new things and broaden horizons

So, what do you think? Are you interested?

⭐ You can also read our Company playbook to better understand our “culture”, how we communicate, cooperate, and deliver results.

Contact us 📩

🗣 Interested in this position? Send us an email at [email protected] (referencing the specific position you wish to apply for and attach your CV or LinkedIn profile link) and we will get back to you ASAP.

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How to customize formatting for each rich text

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The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

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At Bending Spoons, we’re striving to build one of the all-time great companies. A company that serves a huge number of customers. A company where team members grow to their full potential. A company that functions at unparalleled levels of effectiveness and efficiency. A company that creates value for shareowners at an extraordinary rate. And a company that does so while adhering to high ethical standards.To achieve this mission, we execute the following strategy: We acquire a digital business with untapped potential and make it as successful as we can by leveraging our platform—which comprises our expertise, technologies, data, brand, talents, and company culture. Then, we invest the proceeds into making our platform more powerful, and into acquiring new businesses. Thus, our strategy sees us combine an investor’s attention to capital allocation with the hands-on approach of an operator.For a talented, driven, and collaborative individual, working at Bending Spoons is an opportunity to learn, make an impact, and progress their career at an exceptionally high rate. That’s our promise to such a candidate.

A few examples of your responsibilities

• Obsess over the satisfaction of our users by responding to requests in the most helpful and empathetic manner possible. This is normally done in writing, and typically in English.
• Champion a user-centric approach when it comes to product.
• Identify frequent issues and opportunities, and share feedback with the relevant teams so that we can keep improving our products.
• Represent Bending Spoons in addressing users’ product reviews, collecting insights into which of our features are the most (and the least!) appreciated.
• Prepare FAQs, and improve our customer care notes and document support.

What we look for

• Reasoning ability. Given the necessary knowledge, you can solve complex problems. You think from first principles, and structure your ideas sharply. You resist the influence of biases. You identify and take care of the details that matter.
• Drive. You’re extremely ambitious in everything you do—and your initiative, effort, and tenacity match the intensity of your ambition. You feel deeply responsible for your work. You hold yourself to a high—and rising—bar.
• Team spirit. You give generously and without the expectation of receiving in return. You support the best idea, not your idea. You're always happy to get your hands dirty to help your team. You’re reliable, honest, and transparent.
• Proficiency in English. You read, write, and speak proficiently in English.

What we offer

• Incredibly talented, entrepreneurial teams. You’ll work in small, result-oriented, autonomous teams alongside some of the brightest people in your field.
• An exceptional opportunity for growth. We go to great lengths to hire individuals of outstanding potential—then, our priority is to put them in the ideal position to thrive. Spooners in their 20s lead products worth hundreds of millions of dollars. And if you’ve got what it takes, you’ll soon be playing an essential role in major projects, too.
• Competitive pay and access to equity in the company. Pay grows rapidly as you accumulate experience and translate it into greater impact. You can also receive some of your pay in company equity at a discounted price, thus participating in the value creation we achieve together. If relocating to Italy, you may enjoy a 50% tax cut.
• All. These. Benefits. Flexible hours, remote working, unlimited backing for learning and training, top-of-the-market health insurance, a rich relocation package, generous parental support, and a yearly retreat to a stunning location. We help each Spooner set up the conditions to do their best work.

Before you apply

Bending Spoons is a demanding environment: We’re extremely ambitious and we ask a lot of ourselves and one another. While this tends to lead to fantastic learning, achievements, and career growth, it also requires a significant commitment. So if you like the role and are ready to give your very best, don’t hesitate to apply.

The selection process

We welcome applications in English and Italian. If you pass our screening, we’ll ask you to take on a few tests that assess how you approach unfamiliar problems. If you’re successful with those, we’ll invite you to a series of interviews.Bending Spoons is an equal opportunity and affirmative action employer. We consider for employment any applicant and we provide reasonable accommodations for an applicant with disabilities, which can be requested at [email protected].Studies suggest that women tend not to apply for a job if their CV isn’t a perfect fit. Here, talent takes precedence over experience. So if you like the role and think you could be awesome at it in time, go ahead and apply.

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About Onport

We know how important it is for retailers to be efficient and this is why we built an end-to-end automation platform to manage inventory and operations from one single place. Our cloud-based technology allows marketplaces of any size to scale by letting us handle the complexity of the business so that they can focus on growing their business.

We’re a rapidly growing team that brings together people from all over the globe taking collaboration to another new level. We encourage our people to go above & beyond and shoot for the stars and we welcome explorers, curious and disruptive people.

The Role

Onport is looking for a Technical Support Specialist who will be responsible for supporting our customer base from a product knowledge and technical standpoint through our Support System, post launch as well as throughout their onboarding journey with Onport.

You are expected to reply to client queries in our support system, identify the underlying issue and fixing it to the best of your abilities, documenting troubleshooting workflows, or conveying the message to the development team.

You will also be responsible for writing technical documentation on Onport’s technical features (API and webhooks) so that clients know how to use them without the need to rely on support.

What You'll Do

• Reply to customer inquiries through Support System / Email;
• Create support documents on Onport’s technical and product capabilities;
• Deliver an excellent service to Onport customers by complying with pre-established SLAs and KPIs;
• Lead and conduct complex investigations while troubleshooting technical issues;
• Communicate with other internal Tech teams and coordinate customer feedback.

Who You are

• Experience as Business Analyst / Quality Assurance / Technical Support/ Integrations Specialist;
• Experience in a client-facing role;
• Experience in supporting key enterprise grade accounts in a SaaS environment;
• Familiarity with SQL tools, command lines;
• Mandatory experience with any of the following: e-commerce / marketplaces / dropshipping / e-commerce inventory management or shipping;
• Knowledgeable and experienced in Product/Software development, with understanding of all different phases, from the beginning all the way through implementation and continuous improvement, experienced working in Agile environments;
• Highly proficient in English.
  

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Main Duties & Responsibilities:

• Drive ongoing customer engagement
• Proactively identify customer needs
• Forecast and track key account metrics
• Assist with high severity requests or issue escalations as needed
• Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Communicate the progress of our initiatives effectively to stakeholders

Essential skills:

• Proven work experience as a Customer Success Manager, Customer Support, or similar role
• Experience in customer service or sales
• Excellent written and verbal communication skills
• Strong project management skills
• Detail-oriented and analytical mindset

Bonus points:

• Experience with CRM software
• Background in education or the e-learning industry

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The Opportunity

We're looking for an experienced Client Success Manager who will oversee a portfolio of assigned customers and liaise with cross-functional internal teams to manage and constantly improve the customer experience.

The ideal candidate is very passionate about customer service and has a natural desire to provide prompt, friendly, helpful, and professional support. A solid technical background is preferred - you don’t need to know how to read or write code - but you understand basic technical terminology and can have a comfortable conversation with a SaaS company about what they do and their business objectives.

This is a long-term, remote position. Preference will be given to candidates able to work within Western European or North American time zones. A reliable internet connection is required. We offer a base pay + performance-based commission.

Day-to-Day Responsibilities

• Have deep, working knowledge of the product, with the ability to conduct product walk-throughs, answer customer questions and troubleshoot issues
• Serve as the end-to-end, main point of contact for all customer account matters, including conducting onboarding calls and maintaining regular phone and email communication
• Review campaign performance, strategize with the internal team on potential areas of improvement, and present that to the customer
• Follow existing processes and identify areas of improvement
• Liaise with campaign and technical team through the CRM and maintain clear and comprehensive account notes
• Drive retention and growth among existing customers

Requirements

• Impeccable English (written and verbal)
• Previous Customer Support or Account Management experience
• Decent technical knowledge - You feel comfortable speaking to a SaaS company about their business
• LinkedIn experience - Beyond having a profile, you know how LinkedIn functions and could give an overview of all the features
• Strong organization skills - You are process-oriented and like to create your own systems to stay organized so nothing slips through the cracks
• Strong communication skills - You’re a great listener, good negotiator and have strong presentation skills
• Sharp attention to detail - Nothing gets past you. You can see the big picture and small details all at once
• Prior remote experience - Or the ability to work independently and successfully liaise with a distributed team

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Who are we?

WA. Technology is a A global B2B sports betting platform provider, whose partners are both new-to-market, high-growth brands, as well as established top-tier operators looking to extend their reach.

Our partners choose to work with us not just because of our focus on first principle thinking but because we know exchange betting, we know sports and we know what it takes to capitalize on new opportunities, particularly in emerging markets.

The Role

We are looking for a talented and passionate Head of Customer Support to join our growing office and oversee the operations of our customer support function. You will report into our CTO and be tasked with leading the Customer Support team function on a strategic level ensuring we are offering our customer base the best service.

We are looking for a proven leader, someone who understands the challenges of running a growing CS team and overall an advocate for providing excellent customer service in a global level. You will be expected to come up with innovative ways to drive our operations and ensure overall customer support strategy.

Long story short, you will

• Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures;
• Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets;
• Create a culture and processes which achieve the business goals and objectives with regards to their customer service;
• Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric;
• Reduction of the cost to serve;
• Empower and Engage the Customer Service Team;
• Enhance the First Call Resolution;
• Identify new tools and technologies to better serve the customer;
• Drive better sales through service;
• Use Customer Insight and Root Cause Analytics to identify company wide improvements and present these to the Board/Senior Stakeholder Peers;
• Act as the Voice of the Customer across the organisation;
• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities;
• Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues;
• Work effectively with all peers and the board/stakeholders Finance, Marketing, Operations, Product to negotiate and influence customer improvements;
• Continually develop improvements and embed successful change projects;
• Drive quality and consistency;
• Partner with Client relations to optimise existing Client profitability through business planning and collaboration and deliver increased revenue streams.

Your areas of knowledge and expertise :

• Have extensive experience in managing an operational customer service team;
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets;
• Proven Management and/or relationship management experience at a senior, strategic level role.
• Established track record of exceeding targets and KPI’s;
• Demonstrate ability to motivate and communicate with others at all levels;
• Influential relationships skills. Able to use these relationships to deliver service improvement;
• Excellent communication and negotiation skills;
• Able to adapt and succeed in a changing environment;
• Evidence of well-developed leadership skills.

Some of the benefits of working with us:

• Remote first opportunity: you will go to events from time to time.
• Flexible work environment.
• Attractive remuneration package.
• Opportunity to work with well-connected industry leaders.
• A leadership approach that fosters innovation, creativity, and trust.
• Opportunity to experience the buzz of highly driven and motivated work colleagues.
• Experience a start-up feel in a fast-paced growth-driven environment.

"We are committed to fostering an inclusive workplace that values and promotes diversity. Our aim is to create a vibrant, accessible, and welcoming environment for individuals of all backgrounds, experiences, and perspectives. We believe in equal opportunity for everyone and encourage candidates from diverse backgrounds to apply, including those from underrepresented groups. Our hiring decisions are made based on the merits of skills, experience, and potential, ensuring fairness and equality for all applicants."

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Hi, I’m Allie, Head of Support here at Ashby. 👋 One of my favorite things about being a part of Ashby is the Operating Principle of caring deeply about our customers. We are growing our Support Team with the customer experience at the heart of everything we do. To help us continue delivering exceptional Support, we are thrilled to be adding a Support Manager to the team. In this role, you will have the opportunity to lead a team of incredible Support Specialists and have significant influence on growing and maintaining a high-performing team.

About this role:

As the Support Manager, your primary responsibility will be to lead and manage a team of Support Specialists to ensure an exceptional customer experience. You will partner with other members of Support leadership and Support Engineers to develop and implement effective support strategies, monitor key performance indicators, and resolve escalated customer issues. The Support Manager will collaborate with Product, Engineering, and Sales teams to address customer needs, maintain support documentation, and conduct training sessions for the team. Additionally, you will stay current with industry trends to continuously improve support processes, foster a positive team environment, and drive professional growth and development within the support team.

Role Requirements:

• Support Leadership: You have a proven track record of leading and growing high-performing Support organizations, driving a culture of excellence and empathy.
• Systematic thinking: You proactively address thematic customer issues and improve Support processes, leveraging Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team.
• Customer-Centric: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.
• Timely Issue Resolution: You are invested in overseeing the resolution of complex technical issues in alignment of our SLAs
• Analytical: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
• Technical expertise: You are well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).

You could be a great fit if:

• ⭐ You care deeply about both the customer and employee experience and derive satisfaction from enabling others to be successful.
• 🤓 You strive to become a product and industry expert. You align with the goal of creating differentiation via the Support experience and being a go-to partner for your team members. You recognize the expertise the team possesses and are continuously striving to learn and maintain your own expertise in the product.
• 🔍 Your peers describe you as being detail-oriented. You take pride in operational efficiencies and consider processes from a holistic perspective.
• 📋 You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy.
• 🤝You love to coach. You see every teaching moment as an opportunity and are excited to help teams grow.
• 📈 You enjoy analyzing the Support journey and identifying opportunities for self-service and delivery improvements.
• 📣 You thrive in representing the voice-of-the-customer as you hone internal processes, as well as advocating for manageable and efficient processes for Support Specialists.

You may not want to apply if:

• You’re excellent at managing existing Support policies and practices, but identifying and rolling out new processes is not in your wheelhouse.
• You do not want to handle customer-facing tickets, whether for escalation or ongoing learning.
• Managing the daily Support workload according to urgency, SLAs, and staffing is not something you’re interested in.  
• The prospect of serving as an expert in both Ashby as a solution and Support best practices is not appealing to you.
• You believe there is one right way to provide and Support and measure success.

Our Philosophy:

Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us:

• We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.
• We want to offer deep expertise whenever we interact with prospects and customers – whether it be through scaled engagements (e.g. webinars), 1:1 conversations, or through written word (e.g. documentation).
• We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.

Benefits:

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
• You get to sell a product that our prospects & customers are truly excited about.
• Competitive compensation is offered.
• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
• Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
• $100/month education budget with more expensive items (like conferences) covered with manager approval.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

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🔥 Our mission: Innovation to patient, faster.

As regulations of the medical sector become increasingly strict in the European Union, health institutions, such as hospitals and laboratories struggle to maintain compliance due to a lack of knowledge and resources. This bears the risk of pushing small laboratories out of business and reducing the overall offering in diagnostics, ultimately resulting in a reduced health care quality for patients.

At Platomics, we address this problem by creating products that tap into an existing ecosystem and make complying with a wide range of regulations fast and easy.

Candidates should be prepared to work in a high-cadence environment, collaborating with a highly qualified and international team. Your contributions will directly impact the lives of millions of individuals by ensuring that treatments and laboratory analyses—especially for rare diseases—can remain available.

We are looking for a Customer Success Specialist to join us on this journey.

The Role

As a Customer Success Specialist - Labs, you are the product expert and a driver of the development of Platomics' relationships with key customers and local and international partners. The Customer Success Specialist accelerates sales and business growth for digital health applications including a digital portal for different stakeholders (health institutions, diagnostic laboratories, manufacturers of diagnostic products, etc).

You will:

• Build and maintain lasting relationships with clients and partners in health institutions, industry partners and customers from the healthcare sector
• Monitor the market and our competitors; staying current with company offerings and industry trends
• Showcase your expertise in the industry by performing presentations, webinars, demo-sessions and trainings for customers and employees
• Communicate the full impact of regulations on (genetic) diagnostic testing and quality requirements to customers
• Maintain customer data and communication history in CRM
• Work across multi-functional teams to achieve common goals effectively and efficiently
• Identifying and evaluating new leads in cooperation with Business Development team as well as implementing the resulting measures (KPI).
• Communicate customer feedback and requirements on software products internally, as well as support the development of new products and solutions

Our team typically operates from our headquarters in Vienna, Austria. However, we also provide the opportunity for remote work with occasional visits to Vienna and travel budget. The role is open to applicants based anywhere in Europe.

What you bring to the table

• Master’s degree or relevant experience related to healthcare or sales
• 2-3 years of experience in a customer-facing role (sales manager, application specialist, customer support or regulatory affairs in diagnostics industry )
• Biomedical or related background with a good understanding of molecular diagnostics
• High level of German and English skills, written and spoken with the ability to present
• Ability to present information clearly and convincingly to key stakeholders, as well as in a client-facing capacity in demonstrations and conventions
• Outgoing, proactive and professional demeanor
• Entrepreneurial spirit with a creative mind
• Team player with excellent collaboration skills
• Self-organized, responsible, able to meet deadlines  

Nice-to-Have

• Proven experience in technical product support and product management
• Experience with medical literature and publication databases
• Understanding of quality and regulatory standards such as EU IVDR, MDR, ISO 15189, FDA, ISO 13485 and their implications for genetic testing i
• Established network of contacts in diagnostics industry or health sector, good understanding of way diagnostic labs operate
• Experience with wet lab processes

What we offer

• Work in a company that has a truly meaningful impact: with our work, we will improve healthcare for millions of people
• Competitive salary: Offers in accordance with Austrian collective bargaining agreements. However, our salaries are market oriented and inline with your qualifications and experience.
• Flexible working hours: Because you know best when it is the best time to do your work
• Remote flexibility: Join us in Vienna or from your home office anywhere in Europe
• Workaction: Ability to work abroad for limited periods
• Tech pack: We provide individual hardware for your success
• Regular in-person events: Quarterly in our headquarters in Vienna with a team-building budget
• Counseling: Confidential and professional service to support our team

How we work

We are a team of experienced, driven individuals working remotely across Europe. While our team culture is continually evolving, it is guided by the following principles:

🔋 Its a marathon, not a sprint

We create a work environment that keeps all team members healthy physically and psychologically in the long term. While we work hard, we respect boundaries and take breaks to recharge.

💬 Radical candour & psychological safety

We say what we think and care about each other. We appreciate feedback because this is what lets us grow. We create an environment where every opinion gets heard and valued.

🥇 We reject mediocrity

We deliver our best work. We care about the results we deliver and own our mistakes. We take calculated risks and ship fast - but we are not sloppy.

🔥 Ideas over hierarchy

Facts and arguments win, not job titles.

What happens next

If this posting sparked your interest, please submit your application below. You can familiarize yourself with the company via our website and Linkedin page.

If your skillset matches what we are looking for, you will be contacted and the application process follows these steps:

1. Introductory Call (30 min)
2. Hiring Manager Interview (30 min)
3. Take Home Assignment and Presentation + Team Interview (90 minutes)

Platomics is committed to providing a respectful, safe, and inclusive workplace. Diversity at Platomics means fostering a workplace in which individual differences are recognized, appreciated, and respected in ways that fully develop and utilize each person’s talents and strengths and this starts with the recruitment process. If you have any special needs to accommodate your application or an interview, please let us know.

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What’s a Rich Text element?

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How to customize formatting for each rich text

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