Experienced Customer Love Engineer – Americas Region (PST Time Zone)

At careerzynith, we're on a mission to revolutionize the way businesses connect with their customers. As a Customer Love Engineer, you'll be at the forefront of this movement, working closely with our customers to understand their needs and drive change within our organization. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you!

• *About careerzynith**

careerzynith is a B2B SaaS startup that's changing the game for revenue teams. Our product helps clients turn inbound leads into qualified meetings instantly, giving them a competitive edge in the market. We're a fully remote global team dedicated to solving interesting problems, helping others, and having fun. With a growth mindset and a passion for innovation, we're constantly pushing the boundaries of what's possible.

• *The Department of Customer Love**

Our Department of Customer Love is the heartbeat of careerzynith, and we're looking for talented individuals to join our team. As a Customer Love Engineer, you'll be the closest to our customers, interacting with them daily to identify areas for improvement and advocate for change. You'll work closely with our product team to ensure that our customers receive the best possible experience, and you'll be responsible for resolving customer questions, issues, and concerns in a timely and thoughtful manner.

• *What You'll Do**

As a Customer Love Engineer, your responsibilities will include:

• Learning about careerzynith and how our customers use our product to achieve their goals
• Shadowing colleagues to learn best practices for delivering exceptional customer experiences
• Resolving customer questions and issues in chat, email, and over Zoom
• Mastering your knowledge of the careerzynith product and staying up-to-date on the latest features and updates
• Juggling multiple customer conversations while maintaining five-star customer service standards
• Guiding new customers through their first steps with careerzynith via short onboarding calls
• Ensuring timely and thoughtful follow-up through our support channels to help customers see early value and stick with the product
• Working closely with customers and our product team to identify areas for improvement and drive change
• Owning swift resolution of technical issues on behalf of our customers by partnering with the product team
• Analyzing logs to find specific incident events and replicating behaviors or bugs
• Keeping an eye on critical issues and alerting the engineering team

• *Who You Are**

We're looking for someone who is:

• Personable, kind, and passionate about helping customers
• Curious, motivated, and loves problem-solving
• A team player who is comfortable asking for help and always ready to help others
• A quick learner of complex concepts

• *Qualifications**

To be successful in this role, you'll need:

• Experience with CSS/HTML/Javascript & REST API's
• Experience with support ticketing software (Zendesk, Helpscout, Intercom, etc.)
• Experience with logs (AWS, Google Cloud, Graylog)
• General knowledge about APIs and endpoints
• Experience with JIRA
• 3+ years in software (SaaS) customer support
• Experience guiding new customers through onboarding or implementation processes
• Proven ability to communicate complex workflows in simple, actionable steps
• Salesforce Admin Certified (a plus)
• Marketo, Hubspot, Pardot, or Eloqua certified (a plus)
• Must be based within the Americas and willing to work PST hours

• *Why You'll Love Being Part of Our Team**

At careerzynith, we're passionate about building a company that's fair, transparent, and fun. We believe in:

• Working with an immensely talented global team
• Building a business that's run fairly and transparently
• Competitive pay based on market rate wherever you live
• Leading by example and showing industry peers and leaders how to innovate, improve, and grow

• *How We Work**

We're a 100% distributed team working from around the world, and we've been fully remote since 2016. Our team members can work from wherever they want in the world, as long as they show up on our weekly all-hands meeting on Zoom. We believe in:

• Freedom and flexibility
• Solving interesting problems
• Autonomy and ownership
• Being helpful

• *The Perks**

We offer a range of benefits that will make you love being part of our team, including:

• Unlimited vacation (and we mean it!)
• Generous health, dental, and vision insurance
• Any equipment/software/tech that you need to do your job
• Annual professional development stipend of $2,000 USD
• Equity - all Pipers receive stock options
• Annual company retreat for a week of bonding and adventure (previous retreat locations include Paris, Morocco, Tulum, Iceland, Ibiza, and India!)

If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you! Apply now to join our team and be part of something amazing!

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