Customer Success Representative

Belfry is a venture-backed software company based in NYC on a mission to make our lives safer with the most modern operating system for security guard services companies. Security services are a $50 billion industry in the United States alone, serving to protect individuals and important assets, yet the industry has lacked intuitive, modern software for effective management of security workforce and operations.

We are seeking a dynamic and versatile individual to join our fast-growing startup as an early-stage Customer Success Representative. This role will play a pivotal role in both establishing and executing on processes to ensure maximal client retention, advocacy, and expansion.

Responsibilities

Your primary responsibility is ensuring high client retention, advocacy, and expansion across your book of business. To do so, you will:

• Provide inbound product support and training to customers

• Manage an inbound ticket queue, phone call queue, and inbound chat support

• Create and own our customer-facing knowledge base

• Create and maintain customer-facing documentation, tutorials, and training materials

• Act as a customer advocate within the company, gathering feedback, escalating critical issues, identifying trends, and working closely with cross-functional teams to address customer needs

• Implement new processes to increase the scalability of our team

Qualifications

• Experience with product support, training, troubleshooting, and technical documentation.

• Previous experience in a customer-facing role, preferably in B2B software or technology sales

• A high level of organization, attention to detail, and the ability to manage multiple priorities proactively and effectively

• Strong communication and interpersonal skills, with the ability to deescalate difficult customer situations

• Exceptional problem-solving abilities

• Startup experience is a strong plus

• Experience with support systems like Zendesk is a plus

• Data and analytical skills are a plus

• Self-motivated, with a strong sense of ownership and a desire to contribute to the growth and success of a startup

Additional details

• Location: Remote or in-person (NYC)

• Compensation range: $60,000-$70,000 based on experience and fit. Equity available.

• Benefits: Fully-covered options for health, dental, and vision insurance, with significant contributions for spouses & dependants. HSA, FSA, 401k, Commuter Benefits accounts available.

Exciting challenges lie ahead. Let’s get to work!

Belfry believes in the importance of diversity and cares deeply about creating a more equitable world. We are an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sexual orientation, gender, gender identity, national origin, protected veteran status, disability status, or any other protected status under applicable laws.