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 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.

We'd also be looking to you to be involved in exciting new support and onboarding initiatives, to undertake side projects when not engaged with reactive support, and to have a big influence on improvements to our current processes and operations.

The 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 customers and any escalated issues from the L1 support team
Troubleshoot and diagnose technical issues, find workarounds for customers, and closely communicate with the development team on the progress and status of outstanding issues

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 like to help us with:

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 training videos
Improve the knowledge base
Suggest and champion other initiatives you feel are important to our growth

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 and extensive experience in a team-based 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 are 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.

Senior Customer Support Specialist (SaaS)