Customer Support

Description

We are looking for a few motivated individuals to join our team. We have full-time roles available for an experienced Customer Support Leader, and Customer Support Representatives, supporting our LoyaltyLoop software services that we provide to customers in the US, Canada, UK and Australia.

The ideal candidates will have a great personality, and great customer care and problem-solving skills. The team leader will manage all aspects of our customer care, managing support projects, onboarding new customers, managing helpdesk systems and staff, and providing front-line customer support. Customer Support Reps will provide front-line customer care, write customer support documents, execute support projects, and assist onboarding of new customers. Both roles will provide customer care, training, product demos and related customer support activities via telephone, Zoom meetings, and email.

The right person will have a great phone and web personality, the ability to listen and assist customers and prospects, and have a positive attitude. You should be a self-motivated person, with an entrepreneurial spirit, who thrives in a small team culture and is excited to help the next customer. You should be a quick learner, and have experience with popular business software tools like Helpdesk software, CRMs,spreadsheets, and email. While not required, ideal candidates will have the skills to code in HTML, CSS, and Javascript or Python.

Our positions pay a competitive base salary plus annual bonus. Benefits include company-contributed health and dental plans, retirement program with company match, and paid health club membership. A few perks include a comfortable and professional office conveniently located in East Greenwich Rhode Island, free office snacks, and team lunch provided on Fridays. We exhibit at a few partner shows and events, and some travel may be required.

Desired Skills and Experience

• Prior experience in software support roles
• Friendly, engaging, web and phone demeanor
• Quick learner and self-starter
• Great organizational skills and disciplined follow-up
• Loves solving customer problems and helping people
• Excellent listening, verbal and written communication skills
• Experience with typical business tools such as Google Workspace, Microsoft Office and related
• Knowledge of using a Helpdesk, Project Management and CRM tools
• Reliable, flexible, fun-loving, easy-going
• Coding skills in HTML/CSS and Javascript/Python
• Fluent in spoken and written English
• Experience is favored of a college degree (degree is a plus, but not required)
• Authorized to work in the US

Responsibilities

• Manage all aspects of our customer care operations (Leader)
• Manage other customer support reps (Leader)
• Manage Helpdesk systems, triaging and assigning tickets, ensuring timely problem resolution by team (Leader)
• Manage our customer-facing Knowledge Base system (Leader)
• Create content for our customer-facing Knowledge Base system (Both)
• Provide product training and demos via Zoom (Both)
• Execute new customer on-boarding processes (Both)
• Contribute to the direction of the company and product evolution (Both)
• Provide customer support via phone, email and Zoom meetings (Both)
• Represent company at shows and other events (Both)
• Other duties as assigned (Both)

Compensation

• Customer Support Leader: Base salary at $22-$27 per hour (based on experience)
• Customer Support Reps: Base salary at $16-$22 per hour (based on experience)
• Both: annual bonus based on individual and company performance

About LoyaltyLoop

LoyaltyLoop is a technology company that provides an award-winning online customer experience platform to businesses. For over a decade, LoyaltyLoop has been helping small and medium-size businesses unlock the power of customer loyalty to boost their brand and bottom line. We develop and market the LoyaltyLoop software service, which is an affordable monthly subscription that uses a simple survey to engage customers soon after they complete a transaction with our clients, to gather their feedback, and encourage them to give testimonials, online reviews, and more.