Time zones: EST (UTC -5), MST (UTC -7), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2

Imagine being one of the Customer Success Agents for the team behind the world’s leading coaching management platform for enterprise clients such as Dropbox, Salesforce, and Ernst & Young, as well as for individual coaches who manage their coaching projects and businesses.

You’ll also join the team behind the world’s leading virtual coaching summit, featuring internationally recognized thought leaders in Business and Executive Coaching—along with world-leading coaches, leadership experts, executives, and leaders from internationally recognized professional coaching organizations.

With a global community of more than 100,000 professional coaches, our mission is to raise the global standard of coaching by offering the highest-quality, most impactful platform, services, tools, and content available in the industry.

Coaching.com is a cutting-edge innovator in coaching, with a growing global remote workforce. We look for people who want to combine their passion for doing good with their ambition to succeed. We offer a supportive workplace and opportunities for personal and professional growth and development, while creating a positive impact on the world. Our team is proud of our philanthropic initiative, EthicalCoach. EC partners with leading global development organizations to provide coaching to cause-based leaders tackling the biggest humanitarian and environmental challenges of our time. We increase our impact by helping these leaders be more effective in their efforts to change the world.

• Learn all aspects of the Coaching.com software platform and help clients troubleshoot issues they experience
• Analyze the customer’s situation to diagnose the problem, and stay in communication with the client until a resolution is reached
• Respond efficiently and promptly to customer questions and concerns within the SLA for all programs and across all platforms
• Manage a high volume of customer support emails, chats, and calls
• Coordinate and follow up with relevant team members as needed
• Identify and assess customer needs to ensure satisfaction by providing accurate, valid, and complete information using the correct procedures, tools, and resources
• Spot repeated problems or requests that haven’t been resolved to the customer’s satisfaction and escalate when necessary
• Keep detailed records in the CRM of customer interactions, complaints, comments, and actions taken
• Handle multiple tasks and monitor tickets at different stages of resolution
• Provide ad-hoc support during busy sales periods or as required

• Love what you do—and have fun doing it!
• Experience providing high-quality customer service
• Comfort working in a tech startup with a fast pace and the ability to be agile
• Excellent communication, problem-solving, and analytical skills
• Strong analytical and problem-solving skills
• 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 carry out responsibilities with minimal supervision
• Knowledge and/or understanding of Slack, Gmail, Google Drive, Intercom, InfusionSoft, Salesforce, or similar CRM systems
• Must have your own laptop

• Strong technical skills, including knowledge of software troubleshooting
• 2+ years of experience troubleshooting software
• Proficiency in MS Office applications
• 2 to 3+ years of experience in a Customer Success role in a tech organization, ideally in a SaaS tech startup environment
• 1+ years of experience using https://www.salesforce.com
  Please enter your email address:

  ok
  

  SKIPContinue
  
  
  
  or another CRM
• Fluent in written and spoken English

1. Upload your resume and cover letter
2. Upload a 2-minute video introducing yourself and answering:

• 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?