Customer Support Specialist

permanent
Fully Remote

Only accepting applications from: United States

SpotMe is the event management platform for B2B marketers. With over 2 million users and 400+ customers, G2 and Forrester say we are one of the key contenders in the space. Brands like SAP, Pfizer, and KPMG use SpotMe to drive demand, build connections and grow revenue. Our software powers virtual events, webinars, and hybrid meetings with apps, video, attendee engagement, and analytics.

Behind the magic stands a curious, diligent, and humble team with over 30 nationalities. A team that feels a deep pride in the work they do, a team that cares for each other, and a team that always chooses to play the next game.

Mission:

  • Join our Support team ensuring the best-in-class customer experience for our digital experience and virtual events SaaS platform. Our Customer Support Team is located in the USA and Bulgaria operating in a follow the sun 24/7 model.
  • Understanding and helping deliver efficient and superior customer support in our platform
  • Report directly to the Customer Support Director

Responsibilities:

  • Respond to internal and external customer queries in a timely and accurate manner, via chat, email, or phone.
  • Accountable to qualify inbound leads coming from our public website and to secure discovery calls with our sales team
  • Manage client incidents and requests through to resolution
  • Provide first-line diagnostic and troubleshooting support as well as technical expertise to answer our customers’ questions
  • Drive customer adoption and support ad-hoc training.
  • Submit iOS and Android app releases
  • Handle escalations with the engineering department
  • Prepare FAQ’s, upgrade notes, articles in Knowledge Base, and document support related to processes and activities
  • Work in shift rotations between 7 am and 12 am CST covering 7 days a week.

Experience

  • Fluency in English, both written and spoken;
  • Previous customer support experience desired, particularly with a software vendor
  • Familiar with incident management platforms (Jira) and webchat solution (Intercom)
  • Able to keep up with a fast-paced high-energy environment.
  • Customer service-centric
  • Ability to be independent in solving complex issues for clients
  • Excellent interpersonal skills
  • Curiosity, quick thinker, attention to details, and desire to learn and grow
  • The rigorous mindset with high attention to details and execution accuracy
  • Proactive, willing to get things done, and able to work independently
  • Bachelor’s degree related to technology or engineering preferred

Salary and Perks

  • Remote work in the US
  • Competitive salary

About SpotMe

SpotMe provides branded enterprise solutions to 250+ global brands across web, iOS and Android, as well as a no-code building platform, and support & professional services.

SpotMe is the virtual event platform your audience will love. From live to on-demand, planners can easily deliver virtual conferences, digital experiences, and event apps to their event attendees. From breakout sessions to personalized agendas to two-way communication and gamification, planners have the tools to build a thriving community on and offline.

SpotMe provides branded enterprise solutions to 250+ global brands across web, iOS and Android, as well as a no-code building platform, and support & professional services.

View all customer service jobs

Power Search

Find the jobs that don't get advertised

We've built a tool to help you discover all of the remote jobs that never get advertised.

Discover Power Search

Remote Jobs Weekly

Just the remote jobs you want sent straight to your inbox weekly.