Client Success Specialist

Client Experience Specialist

We are seeking highly skilled Client Experience Specialists with strong customer service expertise, particularly in software-enabled apps. These team members will guide users through questions and issues, providing an exceptional experience at every touchpoint.

Our Client Experience (CX) team is the first touchpoint when users reach out for assistance. Users ask questions through an in-app chat tool, and we respond to each chat within seconds! 

Our team responds to inquiries quickly and precisely, consistently exceeding user expectations. Each interaction is an opportunity to enhance our relationship with the user further. We communicate with our users almost exclusively through a live interactive chat. We manage real-time interactive conversations with our users and seldom open support tickets.

The CX Team's Primary Responsibilities include:

• Guiding users through features and utilization.
• Troubleshooting technical issues.
• Determining the steps to resolution.

To succeed in this role, you must:

• Be an excellent communicator.
• Be able to gain our users' confidence quickly.
• Be able to think quickly and respond with friendly but professional chat/text responses.
• Have a passion for helping people (especially the challenging ones)!

To succeed, you must be articulate, organized, detail-oriented, and have the ability to multi-task in a dynamic, fast-changing technology-driven environment.

Your role will be integral to upholding our industry-leading user experience, ensuring that Bouncie continues to set the standard for excellence in customer care.

We provide our remote co-workers with the best computers, software, and equipment to be successful!

Requirements

• Experience as a Customer Support Specialist or similar CS role.
• Experience using help desk software and remote support tools.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities are a must!
• Patience when handling tough cases.
• An interest in our industry is a big plus.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Work From Home