Customer Support Agent

You know how no one picks up the phone these days?

Or when you call someone and the voicemail says, “Don't leave me a voicemail. Just text me.”

See, that's the problem businesses face every day when trying to reach their leads, customers, and clients.

They're stuck doing things the old way (calling, voice-mailing, emailing) and getting old-school results. We know that texting works for B2B and B2C. At SalesMessage.com, we help our customers utilize the most valuable to connect with customers.

We believe that having conversations is good for business. Salesmsg is a two-way text messaging platform that helps businesses send and receive SMS text and MMS picture messages online or on the go.

Ranked on the Inc 5000 as the 27th Fastest Growing Company in the Southeast, GrowFL's list of Florida's Fastest Growing Companies by GrowFL, Salesmsg is poised to disrupt the messaging industry around the world.

// THE ROLE // ---------------------

On the support side, you'll be doing things like…

Helping customers and potential customers on live chat (we use Intercom)

Figuring out the “problem” the customer is having with our software. ("My text didn't get sent, what happened?")

Relaying bugs to our development team to get taken care of (Jira)

Creating user stories around customers' wants, needs, and issues (Canny)

Responding to email tickets

Using Stripe to process payments, refunds, and all things billing

Create systems for tracking bugs, feature requests, and better ways to improve our support process and channel

Create, edit, and continuously update our knowledge base so our customers don't have to bother you on how to do the simple things.

Create videos and animated gifs that show people how to DO things (people love walk-throughs)

// SKILLS // ---------------------

Here's a taste of some of the things we require for you to be successful in this role...

EXCELLENT Writing Skills.

1+ years experience in SaaS Customer Support

Previous experience working for a SaaS software company

Experience using similar tools like Intercom, HubSpot, etc.

Comfortable holding Product centric conversations with customers

Ability to work independently while managing multiple projects simultaneously

Ability to work US-friendly shift M-Fri (CST, or PST friendly)

// OUR CORE VALUES // ---------------------

We Figure It Out.

We're a startup. Stuff will break and things will not work as you want them to. You will hit barriers and blocks keeping you from getting done what you said you'd do. You are the type of person that "come hell or high water" will figure it out. This is fun for you.

Seek Continuous Improvement.

We pursue GREATNESS. There's a wealth of knowledge in books, articles, videos, courses, training events, and everywhere you look. Just Google it. If you can't “figure it out” yourself, trust me, someone else already has for you. We're resourceful and go deep to learn the best strategies.

Keep it Real and conversational.

Seeing things for “how they truly are” gives us power. In fact, we have to be real in order to survive and thrive. We have to speak truthfully and honestly because if we don't things go unsaid, animosity stirs, and resentment takes over. It's debilitating for high-performance teams to win. Speak truthfully and keep it real. Call it like it is. Provide solutions, not problems.

People First Mindset.

As we seek to constantly improve we realize that the best answers to many of the opportunities to grow, products to create, and partnerships to solidify come from our customers. Helping the customer achieve success is our ultimate goal and through that, we find new ways to improve our product and team.

Be Flexible.

The road is never straight; there will be twists and turns, bumps and stops. We all need to row in the same direction to work together and get things done. Don't make it harder than it has to be. If it takes a few minutes, hook a brother up. Don't battle. We win together, not apart. Okay, with that out of the way, let's get into what this role will look like for you…

// HOW WE WORK // ---------------------

This is how we do it...

We're a remote-first company with a global team of developers, designers, success, sales, and marketing members from around the world.

Our team is spread across the USA, Europe, and Asia (Florida, Colorado, Wisconsin, Texas, Utah, California, Bosnia Herzegovina, and Belarus)

We love planning & executing. So each year we get together for a retreat to work backward to create our Annual Aim, Quarterly Rocks, Monthly Outcomes, Weekly Goals, and Daily Tasks. (It's not perfect, but it's good enough for now. You can help improve this too.)

Work hard and play hard. Life and work don't have to be so hard. The environment we created is fun and relaxed, yet backed up by results.

// EMPLOYEE BENEFITS

Remote work: Work from anywhere

  Unlimited paid time off. Need time off, just let us know.

  Wellness perks: Classpass access to 41,500+ studios worldwide (yoga, cycling, Pilates, Barre, running, strength training, dance, sports, videos, and more.)

 Books and Courses: A monthly budget of $100 to spend on books. Plus access to over 10 courses already across marketing, content creation, SEO, and more 

⏰ Focused time blocks: We discourage meetings before noon so employees can have undistracted time to work.

  Two-week Sprints: Two weeks of "sprinting" on focused work.

❤  $250 Charity Donation: We will donate to any charity of their choice.

  Bi-weekly Paychecks: Get paid on-time every other Friday.

  Swag: T-shirts, stickers, and Salesmsg gear to kit you out!

‍⚕  Medical, Dental, and Vision Insurance: Personal health, dental, and vision after 30 days.

  Teledoc Virtual Health: Speak directly with a doctor anytime from anywhere.

  TalkSpace Online Mental Health Therapy: We've got you covered for when you need help.

  Incredible Growth and Promotion Opportunities: We're growing quickly and are looking to fill our team with people who want to leave their mark on how we scale and deliver a world-class customer experience.

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