Customer Success Advocate - Riga, Latvia

Location: Riga, Latvia

Department: Customer Success

Type: Full Time

Min. Experience: Entry Level

Customer Success Advocate

Location:  Riga, Latvia

Type: Full Time

Min. Experience: Entry Level

The gig:  Keep the customer happy

About You:

  • You feel the pain of frustrating problems and always ask how to help
  • Family, friends, and complete strangers come to you with their technical problems and leave with a smile.  
  • You are passionate about helping solve the world’s contact information problem.
  • You've been in customer facing roles before in a support or customer service capacity.

About Our Customers:

FullContact users are entrepreneurs, hustlers, connectors, and organizers that get stuff done through their address book and contacts.  When they are having problems accessing FullContact or have questions they need timely, effective, and empathetic support.

Must Haves:

  • Ability to translate and understand the root cause of a customer's concern
  • Fluent in written and spoken English
  • Able to use keyboard commands and shortcuts
  • Proficient with chat and handling multiple interactions at once
  • Be comfortable and professional on the phone
  • Prior customer service experience a must
  • Flexible schedule; available to potentially work later hours or weekends

Nice to Haves:

  • Previous experience with SaaS, OS X, iOS, APIs, and Android apps
  • Prior experience in a technical support role at a similar software or technology company
  • Understanding of support ticketing system a plus
  • Bachelor’s Degree
  • Basic coding and programming knowledge a plus
  • Comfortable in a dynamic, startup environment
  • Experience working internationally with teams and customers globally

Responsibilities:

  • Serve as the voice of the customer to the rest of the company
  • Assist in resolving customer concerns and questions via email, phone, and chat
  • Identify opportunities to upgrade customers
  • Become a power user of FullContact apps and products 
  • Usability and beta testing
  • Identify customer product concerns and communicate to product
  • Report bugs to developers and engineers and resolve issues in a timely manner

Compensation & Benefits:

  • Competitive base salary based on experience
  • Generous stock options
  • Take the Time You Need vacation policy
  • Paid, PAID vacation: in addition to paid personal leave, once a year we’ll actually PAY you €5500 to take an awesome vacation!
  • Work with a team headquartered in Denver, with international offices in Riga, Latvia, Kochi, India, and Dallas, Texas
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