Customer Champion – AMERS (East)This role is for someone who can support our growing team located in the EST & CST time zones.
Hi there! We’re looking for a Customer Champion to join the Premier Support chat team at Zapier. Someone that loves to help people solve advanced technical problems and build relationships with users on our highest-paying plans to make them successful in automating their business. Zapier’s on a mission to make everyone more productive at work. Zapier has helped millions of people build businesses through the power of automation. If you’re interested in advancing your career at a fast-growing, profitable, impact-driven company, then read on…
Diversity and Inclusivity at Zapier
Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.
About You
- You’re highly skilled in technical customer support. We’re looking for 2+ years of experience in customer support, working with APIs, or in the SaaS industry.
- You’re empathetic to users and can easily put yourself in their shoes. You make customers feel empowered after interacting with support and not stupid because of a small mistake. The purpose of a Premier Customer Champion is to strengthen customer relationships by providing outstanding service and product assistance. You’ll act as our customers’ advocates towards Zapier and Zapier’s ambassadors towards customers.
- You obsess over the details. Maybe you have one emoticon and one exclamation point rule of thumb for every email. Maybe it’s only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.
- You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.
- You’re an excellent written communicator. We’re also a 100% remote team, and writing is our primary means of communication at Zapier.
- You’re persistent. Support at Zapier is so much different than it is at many other software companies. It’s not the same questions over and over again and often involves researching the technical nuances of the apps we support. You’ll need to be confident in suggesting effective business workflows for users by developing and demonstrating a strong product knowledge.
- You’re passionate about doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves. You’ll be a skilled multi-tasker, you’ll be able to handle both incoming and ongoing conversations with speed and precision. You won’t be afraid to jump in and pitch with the wider support team if there’s bandwidth or they need help.
- We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Zapier customers.
- This role is perfect for those who are passionate about offering meticulous customer service at the highest level and working dynamically on a range of projects to assist and achieve the Premier Support team’s goals.
Things You’ll Do
- Help some of our highest-paying customers via email or chat to ensure they have the best and fastest experience possible. You’ll own conversations with your customer and make sure they get the first response within an hour. You’ll support them from start to finish, troubleshooting their problems and answering their questions.
- Work with the product team to build tools that will speed up and increase the quality of support at the same time.
- Experiment: this is a startup so everything can change.
The Whole Package
Location: AMERS (EST & CST time zones)
Our flexible, distributed environment lets us work with the best people from around the world. Zapiens live in 40+ countries, including the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more!
Zapier offers:
- Competitive salary and a profit-sharing program
- Equity for All: Stock options (or equivalent) for every Zapien
- Healthcare + dental + vision coverage*
- Retirement plan with 4% company match*
- $2,000 annual learning stipend for use on courses, conferences, and more—your choice
- Two annual all-company retreats
- 14 weeks paid leave for new parents of biological or adopted children
- Customized Zapiversary rewards on your 1, 3, 5, 7 and 10 year work anniversaries
- Leading-edge equipment. We set you up with an Apple laptop and provide an additional budget for you to choose other home office accessories and software you may need.
- Time to renew. We encourage Zapiens to take at least 2 weeks off each year. Most of us take 4-5 weeks, in addition to locally recognized holidays.
- Opportunity to work with Zapier’s amazing partner’s network
*While we take care of Zapiens around the world the best we can, healthcare and retirement plans are currently available specifically in the UK, Canada, New Zealand, Australia, and United States
How to Apply
We have a non-standard application process designed to promote inclusion and equity. We first ask a few questions in our application form that would typically be asked at the start of an initial interview. This helps speed up the process and lets us get to know you a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.
After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.Zapier is an equal opportunity employer. We’re excited to work with talented and empathetic people, and do not discriminate based on race, color, sex, gender identity or expression, sexual orientation, religion, national origin, physical or mental disability, military or veteran status, genetic information, pregnancy, age, or any other status protected by local law.
Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.Zapier is committed to inclusion. As part of this commitment, Zapier will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact [email protected].