Customer Love Engineer - PST Time Zone

About Chili Piper

Chili Piper is a B2B SaaS startup. Our product helps clients turn inbound leads into qualified meetings instantly, helping revenue teams connect to buyers faster. We are a fully remote global team dedicated to solving interesting problems, helping others, and having fun.

We’re growing fast and we're ready to take over the world (in the most civil and appropriate way possible, of course).

Job Description

The goal of the Department of Customer Love is to be the voice of our customers and drive change (and we're proud to say we do a pretty dang good job at it, too). You’ll be the closest to the customer and interacting with them daily, so we’re leaning on you to identify and advocate for how we can keep improving the customer experience. Currently, we are looking to add a Customer Love Engineers within the Americas region (working PST hours).

What You'll Do 

• Learn how Chili Piper works and why our customers use it

• Shadow colleagues, learn best practices for what makes CP Customers successful

• Resolve customer questions in chat, email, and over zoom

• Master your knowledge of the Chili Piper product and have a deep understanding of how our customers use Chili Piper to achieve their goals

• Juggle customer conversations while maintaining five-star customer service standards

• Guide new customers through their first steps with Chili Piper via short onboarding calls

• Ensure timely and thoughtful follow-up through our support channels to help them see early value and stick with the product

• Work closely with customers and our product team to  help ship changes that reduce the number of product-related questions

• Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome

• Consistently set, deliver on, and exceed customer-centric objectives with meaningful outcomes 

• Analyze logs to find specific incident events

• Replicate behaviors or bugs

• Keep an eye on critical issues and alert the engineering team

Who You Are 

• Personable, kind, and you love helping customers

• Curious, motivated, and you love problem solving

• A team player. You are very comfortable asking for help and always ready to help others

• A quick learner of complex concepts

Qualifications

What We're Looking For

• Experience with CSS/HTML/Javascript & REST API’s

• Experience with Support ticketing software (Zendesk, Helpscout, Intercom, etc….)

• Experience with logs (AWS, Google Cloud, Graylog)

• General knowledge about APIs and endpoints

• Experience with JIRA

• 3+ years in software (SaaS) customer support

• Experience guiding new customers through onboarding or implementation processes

• Proven ability to communicate complex workflows in simple, actionable steps

• Salesforce Admin Certified a plus

• Marketo, Hubspot, Pardot, or Eloqua certified a plus

• Must be based within the Americas and willing to work PST hours

Additional Information

Why you'll love being a part of our team:

Our team loves Chili Piper because we’re building the company of the future. 

• Work with an immensely talented global team

• Work in a business that’s run fairly and transparently

• Competitive pay based on market rate wherever you live

• We lead by example--showing industry peers and leaders how to innovate, improve, and grow--while having fun

How we work:

• Freedom and flexibility. We’re a 100% distributed team working from around the world, and we've been fully remote since 2016. Our team members can work from wherever they want in the world, as long as they show up on our weekly all hands meeting on Zoom.

• Solve interesting problems. The software landscape has exploded. There are dozens of solutions for each problem. We want to be different. We come up with new angles on existing problems or invent better solutions to help companies with their sales and marketing. Then we turn these ideas into beautiful, smart software.

• Autonomy and ownership. Working on a distributed team means you don’t have someone micromanaging you or looking over your shoulder to make sure you’re getting things done. We’re a team of do-ers who take full ownership for their results.

• Be helpful. Our first value as a company is help. Help our customers be successful. Help our prospects get the right information and make the right decision whether or not it includes our products. Help our team members reach their full potential.

The perks:

• Unlimited vacation (and we do mean it, and we do take it!)

• Generous health, dental, and vision insurance

• Any equipment/software/tech that you need to do your job

• Annual professional development stipend of $2,000 USD

• Equity - all Pipers receive stock options

• Annual company retreat for a week of bonding and adventure (previous retreat locations include Paris, Morocco, Tulum, Iceland, Ibiza, and India!)