Customer Support Associate

Posted Jun 13

WHO WE ARE

We help global organizations of all sizes better connect with their customers to build value-driven, authentic relationships. And we strive to replicate the same at Jebbit - building and maintaining value-driven, authentic employee and team relationships that accelerate company and personal growth.

We’re ​​a team of lifelong learners. We like being creative and logical. And we celebrate accomplishments, big or small. Come see for yourself!

WHAT WE DO

We put our team members, customers, partners, and users first - always! Businesses use Jebbit’s best-in-class software to capture zero-party data at scale via quizzes and digital experiences that consumers genuinely enjoy engaging with and, get genuine value from. 

WHY WE DO IT

The market is here! Traditional data acquisition methods, like 3rd-party cookies and 2nd-party data marketplaces, will soon be a thing of the past. We believe that businesses that build their own proprietary sets of consumer-first, zero-party data will win in the end - and we know that our software will enable them to do just that.

OUR VALUES

Be an expert beginner, take initiative, do what scares you, and care for the whole person.

On the Jebbit Support team we strive to be the differentiators that set our company apart from the rest. Each interaction with Jebbit platform users is an opportunity to exchange value and provide an experience that our customers won’t be able to find elsewhere. As a Customer Support Associate at Jebbit, you will be a key player in ensuring the success and happiness of all of our platform users and you will have the opportunity to make a major impact for our business as a whole!

We are an award winning support team and are looking for talented problem solvers to join our crew as we continue to grow! You are someone who’s unafraid to jump into messy problems to find solutions. You will spend a good amount of your time testing and troubleshooting within the Jebbit platform and will be expected to become a platform expert. If this type of work excites you then we’d love to hear from you!

Our target salary range for this role will be between $55-$60k annually, dependent on prior professional experience.

What You'll Do:

  • Answer inbound emails and chats from customers in a timely and professional manner 
  • Schedule Zoom calls with customers to walk through complex issues or provide live product training 
  • Provide customers with step-by-step guidance to resolve all platform related issues
  • Show customers the value of the Jebbit platform in every interaction and educate them on new features and functionality 
  • Share customer feedback with Product and Engineering teams regarding platform issues or product gaps 
  • Research and troubleshot bugs to report them clearly with technical teams via JIRA tickets
  • Meet or exceed performance metrics, such as response time, resolution time, and customer satisfaction ratings
  • Fully address client’s concerns and provide follow up to ensure all of their needs are met
  • Become a platform expert and create documentation for our Knowledge Base or update existing documentation when necessary 
  • Use a tagging system to classify and track customer tickets and issues
  • Constantly build, test, troubleshoot, and innovate solutions and best practices in the Jebbit platform

Working Hours: Monday - Friday 9am - 5pm PST, occasional evenings and weekends 

Who You Are:

  • 1-2 years of experience in customer service or a related field 
  • Excellent communication skills, both verbal and written
  • Ability to work independently and as part of a team
  • Excellent problem-solving and critical-thinking skills
  • Ability to empathize with customers and convey confidence
  • Work with a sense of urgency and the ability to prioritize individual tasks
  • Solutions oriented mindset 
  • Comfortable learning new systems and processes at a fast pace 
  • Bilingual is a plus (Spanish, Japanese)

If you feel you don’t meet 100% of the qualifications outlined above, we want you to apply! We believe in hiring people, not just skills. If you have a passion to learn and are excited about what we are doing, then we want to hear from you.

WHAT WE OFFER

  • High growth potential & career development
  • Flexibility to work from anywhere
  • Premier health coverage (medical, dental, vision)
  • Equity
  • 401K
  • Flexible vacation
  • Mental health & well-being benefits
  • Parental leave (12-weeks, in conjunction with any Federal, State, National income replacement programs)

Jebbit is all about Culture Add, not Culture Fit. We know we serve our customers better when we involve as many different perspectives in our problem solving process as we can. Our team is made stronger by what makes you unique, so we hope you’ll bring your whole self to the job.

Jebbit is an equal opportunity employer and values diversity amongst our team. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.