Customer Support Representative

Friendbuy is reinventing the oldest marketing channel ever known: word-of-mouth. While technology has completely transformed the commerce landscape, the process of discovering new brands from your friends has largely remained the same since the dawn of retail. By using technology to modernize this natural consumer behavior, Friendbuy has given marketers a powerful new tool to drive customer acquisition and growth. Friendbuy is the leading platform for referral marketing.

Our clients are disruptors such as Dollar Shave Club, Casper, Away and Outdoor Voices, as well as Fortune 100s such as Walmart, Intuit, Disney and Nestle. If you’ve ever referred a friend to any of these amazing brands, you’ve used Friendbuy. We are technology-first and we believe in success through innovation, a core philosophy prioritized by our Founder & CEO who graduated from MIT.

The Opportunity

Friendbuy is rapidly growing and we’re looking for a Customer Support Representative to enhance our support organization for our mid-market customers. If you are motivated to help amazing customers succeed and to influence Friendbuy’s product direction, we want to hear from you! We provide a fantastic trajectory for advancing your career – you bring your ambition and your passion, and we’ll give you the opportunity to shine.

What you’ll do

• Answer tickets in a timely manner and provide follow up on customer inquiries to ensure customer satisfaction
• Take ownership of issues including escalating internally for assistance and tracking through resolution while keeping the customer up to date
• Proactively suggest solutions to customer challenges as a subject matter expert on Friendbuy and referral marketing best practices
• Maintain support and communication with customers throughout their Friendbuy customer journey to create brand advocates and reduce churn
• Identify platform and support team improvements to help resolve issues and needs, enabling the Friendbuy platform and team to be more effective
• Manage and update knowledge base as necessary to improve internal and customer education and ultimately reduce number of tickets
• Champion our continued focus on a company-wide culture of customer success, acting as the voice of the customer
• Other job-related duties as assigned to meet business needs

We want you on our team if you

• Are highly collaborative and have high standards for yourself and your team
• Are passionate about technology and/or e-commerce
• Are effective at communicating technical concepts to audiences of varying technical ability
• Extremely detail oriented and organized
• Able to navigate through ambiguity
• A skilled team-player, with a proven ability to collaborate across all business functions
• The ability to provide and receive feedback
• Employ a data-driven approach to your decision-making process
• Are resourceful - you'll figure out what needs to be done and find ways to make it happen

Requirements

• Bachelor's degree
• 2+ years in a Customer Support role at a SaaS or Technology company
• Experience at a MarTech company a huge plus
• Customer support experience in a fast paced technology-driven company
• Proven ability to drive amazing customer experiences — and results
• Advanced proficiency with computer and related technologies (productivity software, digital marketing, communication and collaboration technologies)
• Excellent written and verbal communication skills are a must; strong presentation skills are highly desirable
• Basic understanding of APIs and JavaScript
• Experience with tools such as JIRA, Asana or Salesforce is desirable

Compensation, Benefits & Perks

• Competitive Salary
• Attractive equity packages to those who are interested
• Excellent health insurance options, plus dental & vision coverage
• Flexible vacation policy, family leave, and continuing education assistance
• Laptop of your preference and 1 or 2 monitors with standing desk
• A fun and collaborative remote work environment

We’re looking for smart, creative people of diverse backgrounds and perspectives to join our remote team of innovators. At Friendbuy, individual personalities shine in a culture of collaboration. We believe work-life balance is the way to get stuff done and be happy doing it. We hire exceptional talent and give our people the opportunity to develop and grow. Our bar for hiring is high and we want you to help us raise it even higher.

Friendbuy is an equal opportunity employer providing equal employment opportunities to all employees and applicants for employment and prohibiting discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Friendbuy uses your applicant information in accordance with CCPA.