Customer Advocate (Support Specialist)

Posted Feb 9

What's great about SingleOps:

SingleOps is a SaaS startup providing an all-in-one business management solution used daily by thousands of green industry professionals (landscapers, arborists, irrigation technicians, etc.) all across North America. Our customers use SingleOps to manage their customer records, perform estimates & sell work, schedule crews, invoice & receive payment, and understand critical data about their business like real-time profitability. Because of SingleOps, our customers have processed over $4 billion in revenue. The green industry is in the early innings of adopting CRM and field service software, and the SingleOps product is enabling this industry's evolution.

We are looking for diverse-minded people who enjoy challenging and fulfilling work to join our mission in redefining an age-old industry. Our team is highly collaborative, innovative, supportive, and we have a lot of fun. Our core values are We Before Me, Bias to Act, Growth Mindset, The Extra 1%, Forgiveness, and 1 Customer, 1 Team; if this speaks to you, we want to meet you!

SingleOps’s culture and growth has been recognized with multiple awards, it’s a great time to join!

Inc. 5000: #97 of 2023 Southeast Regional America’s Fastest Growing Companies. (Our second year in a row!)
#12 of Built In’s 2023 Best Places to Work: Top 50 start-ups in Atlanta
Inc Magazine’s 2023 Best Places to Work
Inc 5000 America's fastest-growing private companies (Our third year in a row!)
#23 Atlanta Business Chronicle's 2023 Best Places to Work

Reporting to the Manager of Customer Support, we are looking for a Customer Advocate (T1).

Location: Remote! We are based in Atlanta, GA but you may also work remotely across the US.

You will have the following responsibilities:

Field tier 1 SingleOps customer inquiries by way of phone, email, chat, and our ticketing system
Directly troubleshoot customer issues and resolve them by implementing attainable solutions
Evaluate and escalate bugs to development as they come to your attention inside the product
Provide feedback to developing support processes. Your input will ultimately add value for our customers
Apply technical writing skills in contributing to SingleOps knowledge base (e.g. FAQs, Help Center, Training Material, Internal Documentation).
Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
Work cross-functionally with other members within the organization
Have the opportunity to grow your career and pursue other opportunities within SingleOps (i.e. Implementation, Customer Success, QA, etc).

Does this sound like you?

A bachelor’s degree or equivalent experience
Previous experience in a high-volume support/customer service role
Analytical mindset with strong research and problem-solving skills
Applicable technical writing skills
The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner.
The ability to multitask and prioritize trouble tickets as they come in
Clear and concise communication skills
A strong growth mindset and a desire to learn
A natural puzzle solver

A few ways to stand out, but not required:

Previous experience working for a SaaS startup
Experience with ticketing systems like Zendesk
Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.)

SingleOps does not sponsor work authorization needs; candidates must have proper work authorization to work for any employer in the United States, without sponsorship from the company.

Reasons why you would love it here!

An amazing startup culture with a team that supports one another, the opportunity to make a direct impact, and all the fun that’s included!
Your well-being is important. We have great health, dental, and vision plan options for you and your family. We pay 100% of employee premiums on our base health insurance plan, and 70% for dependents. For dental and vision insurance we pay 100% for employee premiums, and 70% for dependents.
We also offer additional options for HSA (with employer contribution!), FSA, Dependent Care FSA, 401k (we offer matching), short-term/long-term disability, life insurance, legal assistance, and much more!
With Growth Mindset as a core value, we invest in your development with a $1,000 per year professional development stipend for conferences, courses, or anything that may help you grow
$100 budget to set up your home office with any equipment you need on top of what we already provide you.
Great work-life balance with unlimited Paid Time Off, 8 paid company holidays PLUS SingleOps shuts down for a holiday break from Dec 24- Jan 01.
Company Equity for all employees

SingleOps is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

The salary range for this role is $45,000 to $55,000 and final offers are determined using multiple factors including experience and level of expertise. For all other locations, the salary range may vary by geographic market and will be determined through the selection and assessment process for this role relative to your experience and our job qualifications. SingleOps complies with applicable law regarding pay transparency.

SingleOps participates in the federal eVerify program.

Reasons why you would love it here!

An amazing startup culture with a team that supports one another, the opportunity to make a direct impact, and all the fun that’s included!
Your well-being is important. We have great health, dental, and vision plan options for you and your family. We pay 100% of employee premiums on our base health insurance plan, and 70% for dependents. For dental and vision insurance we pay 100% for employee premiums, and 70% for dependents.
We also offer additional options for HSA (with employer contribution!), FSA, Dependent Care FSA, 401k (no match), short-term/long-term disability, life insurance, legal assistance, and much more!
With Growth Mindset as a core value, we invest in your development with a $1,000 per year professional development stipend for conferences, courses, or anything that may help you grow
$100 budget to set up your home office with any equipment you need on top of what we already provide you.
Company Equity for all employees
A fantastic work-life balance

Unlimited Paid Time Off, 8 paid company holidays
SingleOps shuts down for a holiday break from Dec 24- Jan 01.

SingleOps is an eVerify employer for US employees

SingleOps does not sponsor work authorization needs; candidates must be located in the United States or Canada and have proper work authorization to work for any employer in the US or Canada, without sponsorship from the company now and in the future. Some, but not all roles, are open to Canada as well as the United States, please see individual job postings for details.