Join the customer support team at HelloFax / HelloSign (YC W11)

We're looking for a gung-ho person to join our customer support team. We're looking for someone to immerse themselves in the customer experience and be an advocate for customer needs. The ultimate measure of this role will be measured in customer satisfaction and retention. As part of this, there is the expectation that this role will continue to build a community of loyal customers, which is vital to the company's success. Being a startup, everyone here is wearing many hats. Additional hats for the role include that of customer programs and QA. This is a great job for someone who wants to work in a startup but doesn't have technical experience.

Primary responsibilities

Customer Support

-Answer all tickets in a speedy and satisfactory manner

-Create knowledge base of known problems and inefficiencies

-Create user videos and other help videos

-Communicate regularly with engineering/product team about trends in customer issues

-Be proactive in vendor relationships to quick attention to problem areas

-Cultivate sales/BD leads to be turned over in best manner for success

QA

- Organize and manage manual QA testing tasks

- Troubleshoot and recreate customer problems to report to engineering team

Customer Programs

-Help develop customer success stories (blog posts, white papers, etc)

-Maintain list of referenceable customers (for press and BD)

-Develop unique content on site to improve customer knowledge and experience

-Run webinars to improve customer education and onboard teams

Other

- Every startup grows and evolves based on current needs. Just be awesome and flexible

About us

We asked our most recent hire what he liked about HelloSign / HelloFax since joining. Here’s what he said

-The majority of us are former founders. We have a wide range of experience and interests

-Everyone is committed and takes ownership

-Everyone is helpful and willing to assist in an area that might not fall under their job description

-Everyone is approachable

-There is a tremendous commitment to the product

-The environment is open and receptive to feedback, both internally and from our users

-Everyone's funny and cool to be around

-Customers are impressed by our product and level of service

-The market is huge

If this sounds like a good fit, send your resume and cover letter to jobs at hellofax dot com.