Full job description

Suralink® is a fast-growing Software as a Service (SaaS) technology company looking for exceptional professionals to join our team. Our award-winning company has been recognized for growth, innovation and culture, and our software has been used by over 500,000 companies around the world. Our platform was built for accounting and other professional service firms, giving them a simple and secure way to request, receive, track, and manage their documents at scale. If you’re looking for a promising company where you can truly make your mark, we’d love to talk to you.

Who we are looking for:

The Customer Support Manager is a critically important resource for our growing customer base. You will be charged with delivering the highest level of support and customer advocacy. Our Customer Support team will actively work with other teams internally to help create solutions and resources that benefit all of our customers. We love problem-solving and take pride in being the face of Suralink for our customers. We love receiving feedback from our customers and have the opportunity to voice their needs to the overall organization.

The ideal candidate for this position has experience being a leader for a software and/or SaaS-based customer support team with experience supporting, coaching, and building a team and efficient processes. You will be leading the charge on our efforts toward world class customer service starting with the framework we have in place and layering on your experience to deliver a superior customer experience.

Key Responsibilities:

• Provide our customers with exceptional and memorable customer support experiences

• Lead the customer support team while taking shared responsibility of all customer service tasks and responsibilities (chat, email, phone)

• Create, manage and prioritize tickets for bugs and technical issues

• Collaborate closely with our engineering team and other technical resources internally to identify and resolve customer issues

• Identify opportunities for customers to act as Suralink advocates (e.g. testimonials, case studies)

• Identify common challenges, proactively suggest improvement to existing processes, and deliver best practices to customers to help deliver maximum value of our products

• Create and maintain content and resources to assist customers and help them get the most out of Suralink

Experience and Professional Qualifications:

• 3-5 years in a Customer Support or Customer Service role with senior level or team lead experience

• Exceptional communication skills with the ability to adjust your communication style to assist customers on various levels of technical understanding and internally with different levels of leadership

• Strong organization, time management, and project management skills

• Setting quarterly individual and team goals and providing ongoing performance feedback to members of your team

• Empathetic, positive attitude with a desire to help our customers realize value from our products

• Evaluate measurement criteria to identify trends and drive improvements in organizational performance, including: customer satisfaction, operating efficiency, and product quality

• Diplomacy, tact, and poise under pressure when working through customer issues and escalations

• Comfort in a startup environment, we move quickly and wear many hats in a dynamic environment

• Strong sense of urgency and responsiveness

• Self-motivated with a demonstrated ability to take initiative

• Experience with Hubspot, Jira and Zendesk a plus

Why Suralink?

There’s a lot to love about working at Suralink! Here are a few of the benefits you can expect:

• Remote-friendly policy

• Medical/vision/dental insurance

• Life, short-term disability, and long-term disability insurance

• Generous Paid time off, including flexible floating holidays that you choose

• Parental leave

• Professional development allowance

• Community involvement

We strive to be inclusive and encourage everyone to apply, especially those individuals who are underrepresented in the technology industry: people of color, LGBTQI+ community, women, individuals with disabilities (both seen and unseen), veterans, and people of any age or family status.

Berkshire Hathaway Customer Support Work From Home Jobs (Full Time, Part Time)