Customer Advocate, Level 1 Support - PST

About Maze

Maze is a Series B-funded startup building the future of product research for modern teams. We're backed by some of the world's best funds and are a fully remote team working across 35+ countries.

Maze is the user research platform that empowers any company to build the right products faster, by making user insights available at the speed of product development.

We believe that companies that win are incorporating user insights at every stage of product development, where the organization is empowered to conduct research no matter what their maturity, and that Research can focus on high-value questions with the greatest impact.

Built for ease of use, Maze allows researchers, designers, and product managers to collect and share user insights when needed most, putting them at the center of every decision.

With Maze, companies can recruit the right participants effortlessly, conduct research autonomously, and analyze user insights that drive actual decisions.

Why Maze Needs You:

Please note that this role is open exclusively to candidates based in the Pacific Time Zone within the U.S. and Canada. Due to the nature of our work and collaboration requirements, applications from other locations will not be considered. We appreciate your understanding and interest!

The Customer Advocate is a member of our Level 1 Support team and is our frontline contact for all customer requests.

You will be expected to review and address customer questions surrounding account management, partner integrations, and the Maze product itself. These customer requests will originate through email, our Help Center, in-app product prompt, phone calls, and social media. Working closely with our Level 2 Support team, the Customer Advocate will dutifully resolve, refer, or escalate all inbound customer requests received by the global Support team. The Customer Advocate will also be responsible for careful review and responding of our internal support questions that come in via our dedicated Slack channels as well as flagging and handling customer feedback and requests that are received.

When not working tickets, Customer Advocates may be assigned project work including documentation to review or write, authoring internal macros, or other miscellaneous efforts that would benefit our customers and our other staff.

What You'll Do:

• Serve as the global frontline coverage for all incoming customer requests

• Directly respond to and engage qualified customer inquiries and requests; this is inclusive of identifying and understanding customer problems, concerns, or technical issues reported, and gathering relevant information to assist in resolution

• Effectively communicate technical information in a non-technical manner to ensure that customers understand the solutions or steps provided

• Follow established support processes and procedures to maintain consistency in customer interactions and issue resolution

• Escalate qualified issues to other departments within Maze

• Collaborate with Level 2 and other relevant teams when issues exceed the Level 1 support scope or require advanced expertise

• Develop, author, and maintain internal and customer-facing product or process documentation

• Provide basic training or educational information to customers to help them better understand and use Maze

• Share industry best practices on web/mobile design tools with clients

What You'll Need:

• You’ve demonstrated customer support experience, preferably in a SaaS B2B setting

• You possess excellent written and verbal communication skills

• You're a natural-born evangelist with infectious enthusiasm

• You possess empathy and patience when dealing with customers facing challenges

• You have the ability to think on your feet, learn a complex product inside and out, and discover creative methods to resolve customer issues

• Your analytical and problem-solving skills are strong and you are able to identify and resolve customer issues

• You are comfortable following logical troubleshooting steps and escalating issues as needed

• You have a basic understanding of computer systems, software applications, and hardware components

• You have at least 2 years of experience with modern ticketing, customer engagement, and CMS solutions within customer service environments (Zendesk, Help Scout)

• You have the ability to navigate and use relevant software tools for customer support

• You are able to manage time effectively and prioritize tasks in a fast-paced support environment

Nice to Haves:

• Previous Maze experience and familiarity preferred

• You have prior knowledge of design practices (UI, UX, research, user testing)

• Experience working with one or more of the following prototyping tools: Figma, Adobe XD, Sketch

Inclusivity and Pay

At Maze, we are dedicated to building an equitable, inclusive, and authentic workspace. Unique and diverse perspectives are welcomed, and continuous growth is encouraged. We believe that people are more than their resumes, so if your past experience looks different than the criteria listed, we'd still love to hear from you. We appreciate and celebrate non-traditional life routes and encourage you to apply should you connect with a job description or the Maze culture. 

Maze values transparency and it enables us to approach compensation equitably across the world. We are informed by data and regularly check our salary ranges (either United States or Rest of World) against other venture backed companies. Additionally, we are proud of our holistic and generous benefits offerings, included in every compensation package.

We typically target the low - mid point of the salary range to allow room for growth within the role. Your salary is dependent upon many factors, including years of experience, expertise, etc. During your first interview, you can expect to have an open conversation with your recruiter regarding your compensation expectations.

Why Maze is unique

• Early-stage startup: You will join an early-stage startup with less than 150 team members. This means you'll have the unique opportunity to directly impact success and help shape the future of Maze.

• Market disruption: We believe that the way companies build products is fundamentally broken and the user research market is ripe for disruption. For too long, companies have been forced to choose between rapid development without user insights or investing months into research before bringing products to market. But there's finally a groundswell building around a path forward that eliminates this compromise - and Maze is leading the charge.

• Product-market Fit: Maze is used by 100,000+ brands across 4,000 companies, from SMB to enterprises, and in the last fiscal year, we saw 6.5M questions answered, supporting 25K decisions

Benefits

• Health insurance with international coverage, vision, and dental: 100% of the team member premium paid

  • For some locations, coverage options vary, please see our benefits pages for more information

• Free access to proper mental health care, unlimited virtual therapy sessions (with a human) and 24/7 access to resources

• Life and Disability Insurance, 100% of the team member premium paid

• Flexible time off

• Meaningful equity

• Company retreats, fully paid for by Maze

• New MacBook (laptop), paid for by Maze

• Paid Family leave: 16 weeks for birth or adoptive parents

• $500/month to be used for dependent health insurance coverage

  • If you don't have dependents to add to your plan, you will still get access to this money to be used at your discretion to get the benefits that matter to you with our flexible a-maze-ing benefits - gym memberships, co-working spaces, food, travel, whatever!

• $1,500 remote work setup fund to ensure you can set up a productive work space

• Flexible work schedule where you manage your own working hours

• Monthly Bonus.ly points that are awarded to others to recognize teamwork, dedication and helpfulness - points can be cashed out for gift cards and more

• Virtual social engagements randomly throughout the year

• SWAG, we have some really cool swag

• Open, transparent culture that includes virtual: coffee chats, bi-weekly all-hands meetings, and more

Check out all of our a-maze-ing benefits here. 

Outreach Notice

We understand you might be excited about the job you’re applying for, we are excited you are interested! However, please refrain from reaching out to our current team members on LinkedIn for referrals. Our policy is that referrals can only be provided by team members who personally know the candidate. With the high volume of interest in our roles, contacting our team members who are not involved in recruitment can be overwhelming. Additionally, please avoid submitting support tickets regarding your application, as our support team is not involved in the hiring process. Rest assured, our recruitment team is diligently reviewing all applications and will reach out directly if there is a match.