Customer Service Representative

Adello - San Francisco, CA

Full-time
Lever was founded to tackle the most strategic challenge that companies face: how to recruit and hire top talent. We’re building the next generation of hiring software that companies like Netflix, Yelp, Cirque du Soleil, Shopify, and Eventbrite rely on to grow their teams. We've rethought the talent acquisition paradigm and are the innovation leaders in our space and looking for the right people to join us as we scale.

THE CHALLENGE

The Customer Service & Support team is integral to the retention success of our customers and as Lever grows and expands, so does the team. We are small and mighty with plans to continue to scale with the business-this means working through ambiguity and helping to shape the team as a foundational team member. You’ll also truly have a voice as to where our department is heading in the future.

THE OPPORTUNITY

As the newest member of the Customer Service team at Lever, you will have the opportunity to provide high level, white glove customer service to our ever-growing customer base. In return, you will help us understand our customers’ needs by reporting emerging trends learned from working incoming tickets, chats and phone calls. We are looking for someone who is a highly motivated self-starter and who will bring with them a solid background in providing high-level technical customer service in a fast-paced, ever-changing contact center environment.

Our perfect team member is passionate about working closely with customers to find solutions that maximize their satisfaction with our product suite. You thrive in problem solving, finding efficient ways to work through complex customer inquiries, and are extremely comfortable communicating with customers via written and verbal channels. You’re incredibly organized and have strong time management skills. It's critical that you have a mindset for using technology and can quickly learn how to use new tools (most importantly: Lever).

THE TEAM

Customer Service and Support is made up of Customer Service Representatives, Technical, and Product Support Specialists working towards a common goal of assisting our customers with inquiries regarding the Lever suite of products. We are a highly motivated team who are relentless in the pursuit of providing an amazing customer service experience to every customer. We thrive on collaboration but are able to work as individual contributors as we work towards scaling our department as Lever grows.

THE TECH STACK

ZenDesk, SalesForce, G Suite, JIRA, SAAS applications, MailGun, internal Admin tool

THE SKILL SET

1-2 years experience in technical or software based customer service position (email, phone, chat or live). Excellent written and verbal communication skills; answering all incoming customer concerns quickly with accurate information and able to interact with customers in a clear and concise manner, by email, live chat, and phones. Consistently meeting or exceeding productivity, quality, and CSAT metrics defined for the role. Ability to collaborate in a team environment, as well as work as an independent contributor. Must be able to prioritize work and manage time effectively; you thrive in a fast-paced, sometimes ambiguous environment. You are a self-motivated problem solver, with a can-do attitude. Familiar with ZenDesk, SalesForce, G Suite, JIRA, and SAAS applications.

Please note, this role is on-site and located in San Francisco, California.

WITHIN 1 MONTH, YOU'LL:
Attend Ramp Camp, Lever’s week-long on-boarding program.
You’ll learn about all aspects of the business alongside a cross-functional group of new Leveroos.
Kick off your starter project at Lever.
Complete your Customer Service specific on-boarding curriculum, including product training, systems overview, and in-depth training on Customer Service’s tools, procedures and processes by shadowing tenured Customer Service Representatives.
Shadow three Implementation Specialists, gaining an understanding of the setup and training that customers receive during implementation; demonstrating understanding through a mock walkthrough of an implementation with an Implementation Specialist.
Complete training with our IT team and our Customer Success trainers to learn how to access and use all internal tools, including Google Apps, Slack, Zendesk, Intercom, Salesforce, Lever Admin, Chrome Console; reverse-shadow in each tool.
Complete all scheduled trainings with Customer Success to learn how each of the features of the product work, including basic features, all add-on features, and third-party integrations; receive certification from each training leader.
Work with our Customer Service team and Technical and Product Support Specialists, learn to triage incoming customer inquiries, and the process to escalate as appropriate to internal teams.
During your fourth week, you should have gained all the knowledge you need to start solving customer tickets on your own.

WITHIN 3 MONTHS, YOU'LL:
Handle all inbound interactions from customers within SLAs for each Service Offering; now that you’ve hit your stride, we’ll look to you to carry that consistency and execution forward as you continue to learn more about Lever the product and our customers.
Document all customer feedback for the Customer Success team in JIRA, using processes learned during your first month.
Attend all release training and roll-out sessions, learning the content of upcoming releases, and proactively identify questions and concerns from customers, offering suggestions for how to manage customer expectations both proactively and reactively; as needed, write help articles or other documentation.

WITHIN 6 MONTHS, YOU'LL:
Handle all inbound inquiries within our SLAs, while following escalation processes for other issues.
Become an expert in the product through training and customer interaction, with a solid understanding of each product feature and best practices for how to use them; handle 75% of all inbound interactions without assistance, through resolution or escalation; be able to provide creative solutions to users and share with your peers.
Maintain a level of customer satisfaction (we measure through CSAT scores) equal to or greater than the overall team average for CSAT, through providing the highest level of service to our customers.
Help maintain all service and support content including process documentation, internal wiki, email macros, training manuals, and help articles.
Help interview, onboard, and train other customer service reps as needed.
Function as a Subject Matter Expert for the Customer Service team in an area of the product to be designated, representing the voice of the team in release training, and being the first escalation point for all inbound inquiries for your product area.

WITHIN 12 MONTHS, YOU'LL:
Proactively identify, pilot and implement ways to increase efficiency in Customer Service processes; you’ll own assessing the results and then refine as makes sense.
Mentor newer Customer Service and Support representatives through their on-boarding process, providing training and shadowing as needed.
Maintain SLAs and Customer Satisfaction goals on all inbound interactions.
Share your individual impact plan with Customer Service and Support Manager to highlight areas of development and your plan for growing into your second year at Lever.

IS THIS ROLE NOT AN EXACT FIT?
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THE LEVER STORY
Lever builds modern recruiting software for teams to source, interview, and hire top talent. Our team strives to set a new bar for enterprise software with modern, well-designed, real-time apps. We participated in Y Combinator in summer 2012, and since then have raised $73 million. As the applicant tracking system of choice for Netflix, Eventbrite, ClearSlide, change.org, and thousands more leading companies, Lever means you hire the best by hiring together.

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion. Take an inside look into life at Lever.