Customer Support Specialist

Full Time

Communication has changed for people. It’s changed for businesses, too.

Contact Cloud is the only business B2B / B2C communications product that drives growth at every stage of the customer lifecycle—across acquisition, engagement, and support. Today more than 100,000 businesses use Contacts Clouds technology to power their marketing and business communications.

Join the company helping businesses grow revenue through call tracking, callcenter, sms messaging  live chat, and so much more.

What's the opportunity? 🤔

This position is for Customer Support Specialist - mid-shift, starting at 11:00am(EST) and ending at 6:00pm(EST), with the possibility that the hours could shift(forwards or backwards an hour). The Customer Support team is primarily responsible for onboarding, educating, and supporting our customers on a global level. We start work the moment a customer decides they want to use Contact Cloud, sticking with them every step of the way to ensure they get the most value from our product. Support Specialists are responsible for working directly with customers to help them get started and grow in using Contact Cloud, answer product questions, track user feedback, report and escalate issues to management, and act as the bridge between our customers and our development teams.

What will I be doing? 🚀

  • Working days (Monday-Friday)starting at 11:00am(EST) and ending at 6:00pm(EST), with the possibility that the hours could shift(forwards or backwards an hour), supporting Pacific Time and APAC customers
  • Communicating efficiently and effectively with our customers - we use Intercom primarily to do most of our support, but you'll also be talking to customers on the phone every now and then
  • Owning customer communications and issues from initial contact until resolution
  • Becoming an encyclopedia of knowledge about how Contact Cloud works and what it is capable of
  • Influencing the direction of Contact Cloud, the product
  • Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
  • Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions

We like big thinkers with small egos who believe in our goal to build a uniquely impactful, long-lasting tech company.

What skills do I need? 📖

  • Passion for talking to customers all day, every day
  • A genuine enjoyment of technology
  • An understanding of internet culture
  • Previous experience in a troubleshooting environment
  • Great problem solving abilities
  • The ability to rapidly switch gears while retaining focus on the bigger picture
  • Excellent communication and writing skills
  • The ability to explain complex topics in easy to understand and concise language [English]
  • Ambition, eagerness and the will to learn and improve upon your own skills

Bonus skills & attributes 🙌

  • Basic understanding of web technologies (HTML, CSS, JavaScript, APIs)

*Proof of eligibility to work in the United States is required.

Bipath values diversity and is committed to a policy of Equal Employment Opportunity. Bipath will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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