Time zones: EST (UTC -5), MST (UTC -7), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2
Reports to: Support Manager
Start date: Immediately
Monthly salary: US$1500 per month
Imagine being one of the Customer Success Agents for the team behind the world’s leading coaching management platform, serving enterprise clients such as Dropbox, Salesforce, and Ernst & Young, as well as individual coaches who manage their coaching projects and businesses.
You’ll also be joining the team behind the world’s leading virtual coaching summit, featuring internationally recognized thought leaders in Business and Executive Coaching, alongside world-class coaches, leadership experts, executives, and leaders from globally recognized professional coaching organizations.
With a global community of over 100,000 professional coaches, our mission is to raise the standard of coaching worldwide by providing the industry’s highest-quality, most impactful platform, services, tools, and content.
Coaching.com is an innovative leader in coaching, with a growing global remote workforce. We look for people who want to combine their passion for doing good with the drive to succeed. We offer a supportive workplace and opportunities for personal and professional growth, while making a meaningful difference in the world. Our team is proud of our philanthropic initiative, EthicalCoach. EthicalCoach partners with leading global development organizations to provide coaching to cause-driven leaders tackling today’s biggest humanitarian and environmental challenges. We amplify our impact by helping these leaders become more effective in their efforts to change the world.
- Learn all aspects of the Coaching.com software platform and help clients troubleshoot any issues they encounter
- Assess the customer’s situation to identify the problem, and stay in contact until a resolution is reached
- Answer customer questions and concerns quickly and effectively within the SLA for all programs and platforms
- Handle a high volume of customer support emails, chats, and calls
- Coordinate with and follow up with relevant team members as needed
- Identify and evaluate customer needs to ensure satisfaction by providing accurate, valid, and complete information using the right procedures, tools, and resources
- Recognize recurring issues or unresolved requests that haven’t met the customer’s expectations, and escalate when necessary
- Maintain detailed CRM records of customer interactions, complaints, comments, and actions taken
- Manage multiple tasks and monitor tickets at different stages of resolution
- Provide extra support during busy sales periods or when required
- Genuinely enjoy what you do—and have fun doing it
- Experience delivering high-quality customer service
- Comfort working in a fast-paced tech startup and staying flexible
- Strong communication, problem-solving, and analytical skills
- Strong analytical and problem-solving abilities
- Strong ability to handle phone calls and actively listen
- Ability to quickly learn new technologies
- Ability to multitask, prioritize, and manage time effectively
- Ability to prioritize tasks and complete responsibilities with minimal supervision
- Knowledge and/or familiarity with Slack, Gmail, Google Drive, Intercom, InfusionSoft, Salesforce, or similar CRM systems
- Must have your own laptop
- Strong technical skills, including software troubleshooting knowledge
- 2+ years of experience troubleshooting software
- Proficiency with MS Office applications
- 2 to 3+ years of experience in a Customer Success role at a tech company, ideally in a SaaS tech startup
- 1+ years of experience using https://www.salesforce.com or another CRM
- Fluent in spoken and written English
- Upload your resume and cover letter
- Upload a 2-minute video introducing yourself and answering the questions below:
- What have you learned about Coaching.com that makes you excited to apply for this position?
- What skills can you bring that will help you succeed in this role?
To apply for this job, please visit the application page
