Customer Support Specialist II

Hivebrite is an all-in-one community management and engagement platform - Our mission is to provide organizations with the tools they need to create vibrant communities.

Our SaaS platform serves customers across a variety of industries including higher education, non-profit, and corporate. Founded in 2015, today we count more than than 900 customers worldwide - including Cartier, WWF, P&G, the United Nations, New York Stock Exchange; as well as both Stanford and Princeton Universities. 

We employ more than 120 people across our offices in Paris, New York, and Sydney, and 30 nationalities are represented in our team!

In 2020, we were awarded five Great Place to Work labels, were recognized as a G2 High Performer, and won the International Prize by EY, SYNTEC Numerique, and TECH IN France. 

And we have no intention of slowing down!

As a member of the technical support team, you will be a part of the ever-growing Customer Success organization at Hivebrite. In this permanent full-time, non-exempt role, you will work with clients to troubleshoot, answer questions, identify and report software issues and work closely with the Product team to share client feedback and test new developments.

This is a fully remote role, with some travel to the NYC office. Due to travel to NYC, local regulation mandates that employees who come to the NYC office, regardless of residency, must be 100% vaccinated.

The support team is on the front lines and develops a tremendous sense of technical product knowledge as well as how our customers are using the platform. 

Your primary responsibility will be to prioritize and respond to customer service requests through our ticketing interface (Zendesk). We place an emphasis on quick response time and thorough, thoughtful responses. On top of this, you will have ownership of our digital knowledge base (taking care of article management and case-deflection optimization). With the Product Team your interactions will center on bug reporting and feature requests that you receive from clients. In addition, you will have an opportunity to test new features and prepare release notes and rollout communications for the customer base.

If you wish to apply, click on the blue button 👇

Salary and compensation

No salary data published by company so we estimated salary based on similar jobs related to Executive, Marketing and Customer Support jobs that are similar:

$60,000 — $100,000/year

Location

Austin, Texas