Customer Advocate at Togetherwork

<p><span data-teams="true"><strong>Customer Advocate- Tier 1&nbsp;</strong></span></p> <p><span data-teams="true"><strong>Location: Remote (US)&nbsp;</strong></span></p> <p><span data-teams="true"><strong>Schedule: 9:30 - 5:30 PST // Noon - 8:00 EST.</strong></span></p> <p>We're looking for our next Customer Advocate to join our team! If you're looking for meaningful work alongside a great team, love technology and interacting with customers, please continue reading! Preference will be given to candidates with experience supporting customers in a SaaS environment. If you are passionate about customer success and looking to grow your career in a company that is customer-driven and places as high a value on customer relationships, this role is for you. This is a PST position. Candidates must be able to work 9:30 - 5:30 PST // Noon - 8:00 EST.</p> <p>Our team of Customer Advocates are the face of our company and play a vital role in driving product adoption. We are focused on developing and maintaining exceptional relationships with our customers. The foundation of all our interactions is to reduce customer effort, create super users of our application, and deliver the best customer service experience in the industry.</p> <h1>What You'll Be Doing</h1> <p>As a Customer Advocate, you'll role is to:</p> <ul> <li>Coach our customers on how to best use the software for their business' needs. You'll work out of a shared queue of phone calls, emails, and live chats, with a priority on phone support.</li> <li>Help customers to grow and manage their practices; offer creative solutions for their unique business needs and communicate what you learn to the rest of the team to improve our software.</li> <li>Help practice owners determine which subscription level is best for their business and clearly explain the benefits of using our software to grow their client base.</li> <li>Own your work and ensure it's of the highest quality by checking it against our shared standards for excellence.</li> <li>Contribute to our growing knowledge base of tutorials and help documentation.</li> <li>Utilize a variety of MS Team channels for collaborating on unique cases with the rest of the Advocate team.</li> <li>Escalate complex issues to our Senior Advocate Team.</li> <li>Rely on your expert product knowledge to distinguish between bugs, requests for improvement, and areas of confusion for customers.</li> <li>Share knowledge with the team, rally around shared team goals, and celebrate wins along the way.</li> <li>You are a great listener, and you keep your cool in stressful situations. You are willing to stay on the phone longer than might be necessary. If someone is frustrated, you don't escalate with them. You remain in control while building rapport through your kind nature and willingness to understand another's perspective.</li> <li>You have an admirable level of empathy that is innate to who you are as a person, not just on the job. You genuinely desire to help others and learn from their experiences. You keep things personable, while not taking customer frustrations personally.</li> <li>You adapt to changes quickly. This is a fast-moving software company that releases significant product changes every three weeks. You take the initiative to master the product and are prepared to help a customer navigate changes that affect them. If a critical bug is disrupting Support, you don't freak out. You adjust your routine to better serve the customer while ensuring our team stays focused and on-task together.</li> <li>You take initiative and don't wait to be told exactly how to do something or respond. We trust our team to do what is in the best interest of the customer, and you are often the source of determining what is best. Your hands aren't tied just because you don't see it in writing.</li> <li>You go above and beyond what the customer is asking and anticipate what they might want to know next. You take note of what features they are using incorrectly and coach them on features they could be using to grow their business and revenue.</li> <li>You are a natural problem-solver. You don't have to see things in black and white. You not only love the challenge of ambiguity, you thrive on it. You think critically, can quickly spot trends that are not always visible on the surface, and take what you learn from one support case and apply it to the next. You document your findings along the way in our Help Center.</li> </ul> <h1>What You'll Bring:</h1> <ul> <li>1-2 year of work experience in a customer-facing role, preferably in customer success, account management, or client services</li> <li>A desire to build a career in customer support and have longevity with our team</li> <li>Ability to work collaboratively with cross-functional teams</li> <li>Exceptional written and verbal communication and interpersonal skills</li> <li>Empathy and a genuine passion for helping customers succeed</li> <li>Willingness to help with weekend email answering when needed</li> <li>Strong problem-solving skills and the ability to think strategically</li> <li>Ability to remove barriers to understanding by communicating clear, detailed, and engaging instructions for customers to follow.</li> <li>Ability to work quickly and efficiently in a fast-paced environment and remain calm under pressure</li> <li>Proven proficiency in problem solving</li> <li>Curiosity and a passion for learning</li> <li>High capacity/not easily overwhelmed</li> </ul> <h1>Preferred</h1> <ul> <li>Experience supporting customers in a SaaS environment</li> <li>Previous experience in a help desk or technical support role.</li> <li>Zendesk and JIRA or comparable ticket management software</li> <li>Previous experience working in the massage and or wellness industry</li> <li>Experience working in a remote role</li> <li>Bilingual</li> </ul> <p><span data-teams="true"><strong>Work Authorization Notice: Candidates must be authorized to work in the United States for the duration of employment without requiring current or future employer sponsorship of any kind, including but not limited to OPT, STEM OPT, H-1B, or any other visa classification.</strong></span></p> <p><span data-teams="true"><span id="message-body-1787156759437" class="fui-ChatMyMessage__body rxl6n3s ___188suxi f10pi13n ftqa4ok f2hkw1w f8hki3x f1d2448m f1bjia2o ffh67wi f1j6vpng f1pniga2 f987i1v f1ffjurs f15bsgw9 f14e48fq f18yb2kv fd6o370 ffwy5si f3znvyf f57olzd f4stah7 f480a47 fs1por5 fk6fouc figsok6 fkhj508 f19n0e5 f9ijwd5 f1q0nqlt f10ostut f1o0qvyv f9ggezi f1xp5gbu f150uoa4 ffyari3 fo7qwa0 f16xkysk fa482kb f1jr86fo f19jalt7 fi0x08t f9qyqwh f15pwueu f2q1wh0 fu6ncsl f1wtgxlg fxowb0n f11ghf3q f13aoclr flypziy f10kwr27 fquw1qa fftr39l f13lathq f15hsm81 f2ss68y ffb60jq f8nuap2 f13nk4fk f7jacry fq08z5q fd9af6s fr74w9q fcl9uv6 f13sm7pj f1u6qqly f16wpxbl faim3u9 f6cs3qo fa2w2z3 fd39nx6 f10gn8j9 frcqmxy f1w9ws4k f1ddxkqj fd10euv fvuz61 f1nbc6gw f1ja1rz f1ymf5kz f1xki53d f8ntl2k f8nx4az f1y6etj3 f1b2y2l2 f1qb14jr f1p30lo f1h272qk f1ywigw8 fzvs3e4 f1rvyk3c f5fplu3 f1l4y2qi f4yr49c fxgblah faww4f1 f1oqrsiv f1nn8nf5 f1wss724 f2ub9nf fpr7uzl f86vlxv f7ay0zw f1j33hpw fp3omr5 fpqnlqw f1y5pldk f1js6ppi f1q53z8i f1gpkjrl fy6lk3x f84y745 f1dfpw40 f1sapace f1eq4dpx f1uf550z fxtgol9 f6yqf12 f6trq0g f99bedm fim7mkj fdc55jo frche94 f1pn7o2n fg127dc fanjz1e f6h47bw ffd45wr f1j14d18"><span id="content-1787156759437" class="fui-Primitive ___11tzqds f1oy3dpc f89hs3r fqtknz5 fyvcxda"></span></span></span></p> <p><strong>The Company offers a comprehensive employee benefits program, including:</strong></p> <p>Medical, dental, and vision insurance options<br>100% Employer paid short/long term disability<br>100% employer-paid Basic Life and AD&amp;D insurance<br>401(k) retirement plan with a 100% company match up to 4%<br>Flexible paid personal/vacation time built on mutual trust and accountability<br>10 sick days annually<br>10 company paid holidays<br>12 weeks paid parental leave</p> <p><strong>Salary Range Disclosure</strong></p> <p>The base range represents the low and high end of the TogetherWork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of TogetherWork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.</p> <p><strong>Salary Range</strong></p> <p>45,000</p> <p><strong>Inclusion and Diversity: </strong>TogetherWork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. TogetherWork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.&nbsp;</p> <p><strong>Interview Process &amp; Expectations</strong><br>Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.</p> <p>To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual’s judgment, problem-solving approach, and communication.</p> <p>&nbsp;</p><div class="content-conclusion"><p>CCPA Disclosure Notice: <a href="https://www.togetherwork.com/privacy-policy/">Click Here</a></p></div>