Customer Success Associate - 100% Remote

Referral Rock is seeking a passionate and empathetic Customer Success Associate who excels at resolving complex issues, providing guidance and education, and building strong relationships with customers through various communication channels, including phone, live chat, and email.

You're a natural problem-solver who enjoys the challenge of troubleshooting and finding creative solutions to help customers overcome obstacles. You'll work with a diverse range of customers, from those who are new to our software to long-time users, ensuring they have the support and resources they need to achieve their goals.

Embrace a dynamic role that allows you to make a real impact on customer success and satisfaction.

Interested? Please apply here! (instead of hitting the "Apply Button")

What is Referral Rock?

Referral Rock is a marketing technology SaaS (software as a service). Our mission is to track and scale word of mouth for businesses. The best businesses already get organic word of mouth referrals, we help them get more with automated referral programs.

We invest heavily in people, systems, and processes to ensure we have effective workflows and playbooks in place. We care deeply about metrics, product event data, and automation to give our team superpowers.

You won’t find an organization with a better culture and team alignment. Our Sales, Product, and Customer Service teams all work together to achieve a common goal (making customers successful).

What You’ll Do Here

• Provide exceptional customer support and troubleshooting across multiple communication channels including chat, email, and live screen shares

• Educate customers on product features, best practices, and strategies to help them maximize the value of our software

• Collaborate with the Integration Specialist team to coordinate technical assistance for customers

• Monitor customer health and proactively reach out to offer support and guidance

• Be the voice of the customer, relaying key information and product requests to our team

• Continuously expand your knowledge of our product, referral marketing, and industry best practices to provide expert-level support

Is This Job For You?

• 2+ years of experience in a fast-paced, customer-facing support role, preferably in SaaS

• Proven track record of providing exceptional customer service, problem-solving, and driving customer success

• Strong communication and interpersonal skills, with the ability to effectively communicate complex concepts and build lasting relationships with customers

• Excellent problem-solving skills and the ability to think critically, anticipate potential issues, and proactively address them

• Exceptional organizational skills and the ability to manage multiple tasks and priorities simultaneously

• Familiar with common customer support and communication tools like Zendesk, Intercom, and MailChimp

• Familiarity with referral and other marketing concepts and strategies is a plus

Benefits

• Flexible PTO and Holidays
• 100% remote

Interested? Please apply here! (instead of hitting the "Apply Button")