Customer Happiness General Support or Live Chat Specialist

Later - London, ON (30+ days ago)

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What started as the result of a hackathon in 2014 is now the world’s #1 Instagram marketing platform. Later was built on the idea that social media management should be easy, quick, and affordable. Six years and hundred thousand users later, we’re still going strong.

We’re looking for people who can help us build something great for our customers—from content writers, designers to developers. So if you’re the kind of person who really cares about making something meaningful, then keep reading.

Our Values
Our core cultural values are manifested in our practices and processes every day. We highly value transparency and fairness in everything we do. We look for people who like to move quickly, are ambitious yet humble and have a great sense of humour. If you have a mischievous spark of fun, that’s even better.

You have:
  • A natural tendency to take initiative, achieve results and generally #GSD.
  • A desire to constantly stay organized and create efficiency using technology, bringing order to chaos and uncertainty.
  • Teamwork is your middle name. You want to brainstorm with the best of them and are continually looking for ways to do it better.
  • A humbleness to recognize that sometimes you’ll need to apologize and admit mistakes (we’re all human after all!)
  • Understand and work well in startup culture - be able and willing to take on all sorts of tasks and responsibilities.
We list our values and beliefs first because they are non-negotiable; if you're still reading then check out some of the responsibilities you will own.

About the Role
We’re growing & looking for Customer Happiness Specialists at all levels to join our team! As a Customer Happiness Specialist, you will enable Later's customers to realize their visual marketing objectives through the use of Later's visual marketing platform. You will intuitively understand the people using Later's needs and proactively help identify ways in which they can interact with Later's product to increase their productivity and results. You'll help simplify our product providing self-serve resources that delight the people that use Later.

We currently have two opportunities based out of Vancouver, BC depending on your current skill set and where you are looking to grow your expertise. Please review the opportunities below and let us know where you think you could be a fit now and into the future!
Opportunity 1: Customer Happiness Specialist - General Support
Handling inbound customer inquiries and support requests
Communicating directly with customers to answer questions and address issues through emails, live chat and other channels.
Proactively reaching out to customers that might need help
Communicating directly with customers to identify their goals, direct them to best practices and answer product questions
Troubleshooting product issues and bugs from start to finish
Working with the engineering team to escalate bugs and fix them in a timely manner
Helping improve Later’s self-serve resources
Assisting in developing best practices for handling support requests and tracking customer feedback
Identifying and tracking customer feedback to better advocate on behalf of our users
Helping new customers upgrade and upselling existing customers to the plan of their dreams

Requirements for Customer Happiness Specialist:
At least 1 to 3 years experience in a customer support role, preferably within a Software as a Service (SaaS) company
Opportunity 2: Live Chat Customer Happiness Specialist - Live Chat
Handling inbound customer inquiries via live chat primarily
The first point of contact for Later’s priority support customers who engage in a live chat
Multitasking on live chat; handling up to 3 conversations at once while maintaining a fluid and friendly conversation
Responding to customers via emails and other support channels when additional hands on deck are needed
Communicating directly with customers to identify their goals, direct them to best practices and answer product questions
Troubleshooting product issues and bugs from start to finish
Working with the engineering team to escalate bugs and fix them in a timely manner
Helping improve Later’s self-serve resources
Assisting in developing best practices for handling support requests and tracking customer feedback
Identifying and tracking customer feedback to better advocate on behalf of our users
Helping new customers upgrade and upselling existing customers to the plan of their dreams

Requirements for Live Chat Customer Happiness Specialist:
At least 2-4 years experience in a customer support role, preferably within a Software as a Service (SaaS) company
At least 1-3 years experience in live chat, handling general product questions, troubleshooting issues and upselling opportunities.
What we are looking for our Customer Happiness Specialists
You’re an early adopter and embrace new technology before most of your friends, but when you find that game changing app for you, you can’t wait to share it with your people and teach them how it makes their life better!
The tech start-up industry is where you want to be. You thrive on the cutting edge and get excited to learn more, push boundaries and innovate every day
You're extremely analytical, meticulous and organized
You’re a problem solver by nature
You thrive in a fast-paced, high-volume environment
You can navigate through difficult conversations with professionalism and maintain a calm and empathic approach
You love helping and going out of your way for others
You can talk technical with engineers and then explain that same conversation in simple terms to your grandma

Note: Please highlight your Live Chat experience in your resume and/or cover letter.
Salary Range
£ 28,000 - £ 31,000

About Later:
Later is proudly founded and based in Vancouver. We pleased to offer all our employees a competitive salary, a chance to participate in the success of the company through equity, medical and dental benefits and a wellness program.

Working Locations:
Product and Development roles are based out of our Vancouver headquarters. If you are not located in Vancouver, but interested in relocating for the role let us know!

Whereas, roles on our Marketing and Customer Experience teams are open to remote candidates based out of Toronto and London, UK, in addition to working out of our Vancouver headquarters.

How to Apply:
If you’d like to work with us, please submit your resume, cover letter, and any links showcasing your skill set through this posting. This is the best place to submit your application for it to be reviewed by our team.

Note: Later does not work with recruitment agencies to fill open positions. We will not be accepting requests to work with agencies.