Customer Support Specialist at Social Venture SaaS Startup

Join Mon Ami, a women-founded, mission-driven startup revolutionizing senior services with our SaaS solutions. Backed by top VCs, we're digitizing care delivery to enhance senior well-being. We partner with agencies across the country who are at the frontlines of care, but who are currently not tech-enabled and need a better way to intake, organize and review the data on who they are serving and how.

About the position:

Our customers are at the frontlines of providing life-sustaining services to older and disabled adults. We are looking for someone eager to provide them with a high-level of customer service by directly supporting their Mon Ami users.

You’ll be responsible for responding to customer tickets in real time. Tickets are often unique and will require critical thinking and problem solving. This is not a “follow-the-script” support role and requires developing long-term relationships and trust with our customers and a deep understanding of the Mon Ami system. This is a very user-facing role with clear KPIs.

This position can be located anywhere, but you must be able to work between 9:00AM-5:00PM in either Central Time or Eastern Time.

Primary Responsibilities:

• Become a Mon Ami software expert so that you can efficiently triage tickets and provide support and product education to users.
• Work with various teams (engineering, product, data) to resolve tickets. For example, you might write a detailed bug report for an engineer to reproduce a bug and solve it.
• Develop and maintain user resources (e.g. tutorial articles, videos) so users can access help on their own.

Requirements

• B.S. or B.A. degree OR equivalent relevant experience.
• Customer support or client-facing experience, or a proven knack for making customers happy and solving their problems.
• Evidence of teamwork and strong analytical problem-solving skills.
• Excellent oral and written communication skills (Slack, email, virtual meetings, etc.).
• Strong organization skills.
• Exceptional empathy and listening skills.
• A meticulous attention to detail.
• Compelled to do things the right way, even when it is hard.
• Extremely proficient computer skills and familiarity with web-based applications (Google Workspace, Microsoft Word and Excel, Notion, Zendesk, Zoom, and/or similar applications).

Bonus points if you have:

• Experience working at an enterprise SaaS company
• Experience using ZenDesk or similar customer service software
• Familiarity with senior care or healthcare industries

What you’ll love about working at Mon Ami

• Do work that matters with people who care: You’re solving programs for customers who are public servants dedicated to improving the lives of older and disabled adults.
  
• The team: We are ambitious in our goals, but we never forget to treat one another with respect and kindness and have a little fun.
  
• Growth opportunities: We’re a fast-growing company with lots to do! You will have the opportunity to grow professionally at Mon Ami and take on more responsibility.
  

Benefits

Benefits include health insurance, 15 days PTO (20 days after year two), sick leave, 401K, disability insurance, FSA, HSA, generous paid family leave, and more. Some benefits are available only to US residents.

To apply

Send a resume or LinkedIn and cover letter to [email protected]. A word about cover letters: short ones are great -- we just want to know what drew you to this opportunity and why you could be a good fit.