Summary

Hi! I’m the founder of Craftybase, a growing B2B SaaS startup in the manufacturing and inventory management space. We help small DTC makers keep track of their materials, products, and orders so they can grow their businesses profitably.

We’re a small, early-stage company. In early 2021, we were accepted into the TinySeed accelerator program & raised seed funding.

We are profitable and growing, and it's an exciting time to join our team. We've put a lot of attention and hard work into our product, and we think we've built the absolute best inventory system for small makers—our thousands of happy customers agree.

Why YOU Should Apply

This is a unique opportunity to shape and help build out our support team at a pivotal time for the company. We are growing and have exciting plans to accelerate our growth further. We deeply understand that a quality support team is key to this success.

You will work directly with the founders and our existing support team and will contribute significantly to establishing our company culture and what we stand for.

We aim to deliver authentic, accurate, and empathetic support to our userbase. Our goal is to "go beyond the question" to provide delightful customer experiences and maximize customer retention. We are not in the business of delivering robotic, AI, and KPI-driven replies.

The Role

As a Lead Customer Support Specialist, your primary task will be to answer questions and respond to issues reported by customers over email. For larger customers, you may also be asked to provide video and phone support where required.

You'll also oversee a small team of remote, geographically distributed support specialists and be responsible for ensuring that they deliver on our promise of high-quality support.

We'd also be looking to you to implement and deliver on exciting new support initiatives (such as live chat), to undertake side projects when not engaged with reactive support, and to suggest improvements to our current processes and operations.

The Lead Customer Support Specialist role demands exceptional communication and people skills, an eye for detail, the ability to think on your feet, and the willingness to adapt and thrive in a fast-paced, rapidly changing start-up environment.

This is a full-time remote role.

Responsibilities and Day-to-Day:

As a small company, we sometimes must wear more than one hat. If you’re someone who prefers to stay in your lane and within your comfort zone, this type of role is not one you’re going to enjoy.

This role does not require that you know how to code, and there will be no coding involved as part of this role. However, it does require that you be technically minded enough to explain more complex software functionality in a compelling and easy-to-understand way to a prospect who does not have as much technical inclination.

Here are some of the key parts of the role:

Provide quality, detailed support replies for our larger maker user segment and any escalated issues from the support team
Oversee our remote support team on a day-to-day basis, ensuring they are maintaining quality and responsiveness, and are also completing all assigned tasks
Provide ongoing product training to the support team - communicating new features before they are released, and addressing knowledge gaps when discovered
Help hire and onboard new support team members as required
Track key metrics to ensure that all support interactions are in line with our objectives and goals

Side projects:

When not directly engaged with customers, we'll be expecting you to also be working on side projects designed to improve the effectiveness & efficiency of our customer efforts. All of these projects will share a common goal – making the other parts of your job easier and allowing you to be even more successful.

For example, based on your skills and interests, you might:

Help us design new onboarding workflows
Create new user guides and documentation
Enhance or create drip email campaigns and email copy to improve user engagement and conversion
Create video and written content for blogs and social media
Create training videos
Improve the knowledge base

Requirements

In this role, you must take complete ownership of your assigned projects and customers. You will be given all of the tools and support to be successful without being told what to do every step of the way. If you find this appealing, then this may be the perfect position for you.

You have proven experience in a team lead customer support role for a software company
You have experience working within small, fast-paced agile teams
You demonstrate friendliness and empathy when conversing with customers and other people, and can relate well to a variety of different people
You have a reliable and fast internet connection
Have a dedicated, quiet remote working environment
You will be available to work between 9am - 5pm in an American timezone
You can commit to overlapping with our Australian-based team at least twice a week (between 9:30 - 10:30 AEST) for weekly check-ins (time in lieu will be provided when no overlap exists)

In addition to this, you are:

Very trustworthy and professional
Fully conversant with the English language (both written and verbal)
Able to work independently and use both common sense and initiative where required
Have impeccable time management abilities and are ready to work in a fast-paced start-up environment
An excellent communicator with customers, the support team, and management
Comfortable working with remote, distributed, culturally diverse teams
Results-driven and transparent about your work output
A quick learner and comfortable and willing to ask questions when unsure
Willing to collaborate on new ideas with others and accept critical feedback to make these ideas better
Enthusiastic, and passionate about our product and the customers that we serve

Nice-to-haves:

Experience with commerce platforms such as Etsy, Shopify, Woocommerce, and Square (familiarity with products, orders, inventory, etc.)
Experience with inventory and accounting concepts
Experience with supporting API integrations
Experience with Help Scout or similar customer support ticketing platform

Benefits of joining our team

100% fully remote role
Become a key member of a small team achieving big things
Long-term contractor role (we’ll treat you like a full-time employee)
Laptop provided
Generous leave policy: 20 days holiday leave + 10 days personal leave + 10 days of public holidays of your choice.

Craftybase asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact Craftybase directly.

Lead Customer Support Specialist (SaaS)