CSR - Customer Service Representative

BoldBrush, Inc. - San Antonio, TX

Full-time

BoldBrush, a cutting edge tech company with a creative culture, is searching for a customer

support representative. We’re looking for a fast-moving, proactive, sociable team player who is great with people. You should be passionate about delivering high quality exceptional service with a drive to finish quickly while still paying close attention to detail.

About this Role:

We are searching for an artist support agent in the San Antonio area to help customers build their website and deliver exceptional customer experiences to our community of artists. We offer flexible hours and remote work options.

In this role, you will work with our dedicated support team on helping artists in their use of the FASO platform across a diverse installation base. You will utilize your communication and problem-solving skills to ensure that every interaction with our customers receives the exceptional customer service that is the foundation of our company.

You will be supporting end users during troubleshooting activities, tackling problems that are not obvious, working with time-sensitive clients of varying technical expertise, and implementing solutions to ensure issues are not repeated. We value our employees and encourage each person to contribute ideas for improvement in both daily procedures and long-term goals.

The ideal candidate will also possess patience and the ability to instill excitement and confidence in our artists as they learn how to use the FASO platform to promote their art. You should be able to work well with minimal supervision and enjoy the satisfaction of using your particular skills to help people while working in a positive and encouraging office environment.

About BoldBrush

At BoldBrush, we know that art can transform ives and make the world a better place. That’s why for over a decade we’ve made it our mission to inspire the world’s artists, collectors and art lovers by connecting them with each other and with great art. We provide the art community with technology that is simple to use, empowering and beautiful. And we back that technology with live support powered by people who are passionate about art and tenacious, ingenious and driven to make every interaction remarkable.

Why this Role is Unique

Solid Foundation - We are profitable, have over a decade of leadership in the visual art space, NPS in high 60’s to low 70's, very strong product/market fit, distribution base of 100K+ artists, power over 12,500 artist websites (and growing).

First 20 - You will be part of the first 20 employees and help us shape the future of the company.

Blank Canvas - You will be designing greenfield improvements. Built it right and the way you see fit. You will have a blank canvas to define help design culture, processes, and contributions.

Massive Impact - There are multiple places within the company for you to apply strategic thinking and implement systems—you will have a massive impact on the company (including process, product, and codebase).

Deep Work - We are flexible about when and how we work. All our employees work from home 2-3 days a week. We value and protect deep work time.

Smart Creative Culture - We believe the creativity of every human deserves to be recognized and celebrated. We are quite literally, artists serving artists. We’re building a unique team made up of smart creatives.

What You’ll Do

Mission of this Role:

To solve issues by utilizing your own creative techniques all while promoting a positive customer experience. You will be a key partner in building relationships with artists as you update them of each step along the way. You will provide technical support and troubleshooting, receive incoming customer queries, identify relevant issues and either directly resolve customer issues or escalate the issues to a level 2 or 3 support agent.

Initial Objectives of this Role:

Communicate with clients to understand their needs and provide technical support.

- Communicate with customers on the phone, chat and ticketing system to troubleshoot their issues and keep them engaged

- Identify and organize tickets according to priority

-Advise clients on basic technical IT issues

Build relationships with artists based on trust and respect.

-Provide prompt, personable and knowledgeable support via the ticketing system, telephone, email or chat to users of the FASO platform

-Make every support interaction a remarkable and inspiring experience for our community of artists

Collaborate with internal departments to facilitate customer needs.

- Escalate complex issues as necessary to senior technical agents and follow up to learn for the next time that issue comes around

-Maintain personal networks within the various FASO departments and art community

Maintain updated knowledge of company products and services.

-Increase job knowledge by participating in educational opportunities

Resolve complaints and prevent additional issues by improving processes.

-Troubleshoot issues and clearly and concisely document resolution via our ticketing system

-Create and implement new processes to improve efficiency and customer satisfaction

Ongoing Responsibilities of this Role

The following are the areas you are accountable for:

  • Provide daily support to users of the FASO platform including answering questions, analyzing problems, and quickly forming solutions to artists needs
  • Communicate clearly and effectively with artists, colleagues and management to quickly resolve issues and ensure customer satisfaction
  • Maintain detailed records of interactions with artists, reported issues, and completed solutions via our ticketing system
  • Increase technical and product knowledge to deliver the vision and experience that supports our artist install base
  • Improve FASO systems and processes by identifying problems; recommending changes
  • Collaborate with engineers and other members of support when necessary to deliver strong customer-focused experiences

WHO YOU’LL WORK WITH

Customer Support Manager - You’ll also work closely with customer support manager Sarah Gracia. Sarah has over 20 years of customer service experience and 75% of that time has specifically been in management and the tech industry. Sarah’s passion for providing an exceptional customer experience and her eagerness for helping others makes her a great addition to FASO’s leadership and support teams.

Support Team - you’ll work closely with our existing support team to provide exceptional customer support and proactively create opportunities to ensure that FASO continues to be the leading provider of professional artist websites.

WHAT WE ARE LOOKING FOR:

  • A good understanding of technologies like HTML, CSS, DNS and Google Analytics
  • Excellent problem solving skills and the ability to handle multiple tasks under tight deadlines
  • Customer centric skills
  • Desirable technical skills
  • Technical support experience
  • Outstanding written and verbal communication skills
  • Extreme attention to detail, independent, self-motivated and self-starting
  • Ability to be watchful, anticipate and act quickly with good judgment
  • Ability to think through problems, analyze and break it down into parts to resolve or perform timely escalations to senior level techs and engineers
  • Personable, patient and disarming phone personality

Nice to haves

  • A demonstrable passion for the arts is preferred, although candidates with exceptional qualifications in other areas will also be considered
  • Proficiency in Google Docs, Help Juice and Microsoft Office applications
  • Basic knowledge of DNS
  • Social media knowledge such as Facebook, Twitter, etc
  • Experience in working with a chat platform

At home requirements (If working from home):

  • A quiet workspace, ergonomic chair, and desk
  • Reliable, high-speed internet service (minimum 5 megabits download and I megabit upload) from a reliable provider
  • Modern PC or laptop

Primary tools & technologies used at BoldBrush for support team

FASO ticketing platform

HelpJuice (customer knowledge base and documentation system)

Intercom (chat system)

Slack (internal communication)

Why BoldBrush?

  • Stable and Profitable company with over a decade of leadership in the visual art space.
  • Competitive Salary and Benefits while being in a lower cost of living city.
  • Dress code - you must wear something.
  • Join our small team - there's lots of opportunities to grow with us.
  • Flexibility to work remotely.
  • Craft simple, beautiful and empowering software that will help and inspire thousands of artists across the globe.
  • Join a team that is building a new, hip and exciting online hub to connect artists, art collectors and art lovers.

How to Apply

Please send an application with a cover letter that speaks directly to this position. There are no right answers or cookie-cutter expectations. Show us your role in BoldBush’s future and BoldBrush’s role in yours. Address some of the work we do. Introduce yourself as a colleague. Give it a deep think and take this at your speed. We’re giving you our full attention.

Make sure that you attach a current version of your resume and any other information that you think is relevant to this job opportunity.

We understand this is a lot of work and there’s a lot on the line. It’s a significant career move to consider. We appreciate the generosity and courage that go into giving us your consideration. Our conversation starts with your application. We look forward to hearing from you.

Job Type: Full-time

Experience:

  • relevant: 1 year (Preferred)
  • customer service: 2 years (Preferred)

Education:

  • Bachelor's (Preferred)

Additional Compensation:

  • Other forms

Work Location:

  • One location

Benefits:

  • Retirement plan
  • Paid time off
  • Flexible schedule

Work environment:

  • Office

Communication method(s) used:

  • Email
  • Phone
  • Chat

Team Environment:

  • Working alone and with a team

This Job Is:

  • Open to applicants who do not have a college diploma