Who is MaestroQA?

The customer’s voice is as large as it has ever been. Purchase decisions are determined by customer experience interactions, and it has become more important than ever to create a happy customer base to serve as the ultimate differentiating factor for companies. 

As companies strive to achieve that 100% CSAT score or become the top NPS score in their category, a question arises. 

How will these companies be able to ensure their customer support teams are delivering high quality support to their customers? 

This is where MaestroQA comes in. At MaestroQA, we develop software that empowers Customer Support teams to improve their Customer Experience.

MaestroQA is a rapidly growing B2B SaaS startup and will provide ample opportunity to move into Product, Sales, Customer Success, etc. as the company continues to evolve. This position is an entry level position, and you will have the opportunity to grow quickly within MaestroQA. 

A great candidate has a passion for helping others, a natural curiosity to want to know ‘why’ and learn more, and a drive to make improvements.

What should I be expected to do?

This is not your typical support position - as the third person on our CX team, the role is highly cross functional because YOU are the voice of the customer when working with CS, Sales, Product, and Engineering. 

Your daily core duties will comprise of support tasks such as:

• Being the first point of contact for our customers and answering their questions, primarily through in-app chat
• Troubleshoot bugs
• Identify feature requests from customer interactions
• Maintain the Help Center and write new articles

In addition to these Core Duties, you will also have the opportunity to work alongside other teams at MaestroQA. 

Cross-Functional Duties range from:

• Working alongside the Engineering team to dig deeper into bug issues or help explain further context into feature requests
• Collaborating with Sales Account Executives on prospect issues and help provide solutions to improve a prospect’s trial experience
• Sharing and discussing key customer interactions with Customer Success Managers to drive strategic success with customers

What you should bring to the table:

The basics: 

• 0-2 years in a customer facing position
• Great communication and writing skills
• Strong critical thinker with a great love for solving puzzles
• Genuine curiosity to dig deeper into issues and understand customer needs
• Cool, calm mindset when it comes to juggling multiple projects 

Nice to haves:

• Experience using Help Desk platforms, such as Intercom or Zendesk
• Experience creating content or managing a Knowledge Base, such as Guru 
• Our customers are Customer Support teams, so a basic understanding of Customer Support structure and terminology is helpful

At Maestro, we truly value the diversity of thought, perspectives and life experiences of our team. We know that the best outcomes stem from bringing together voices with wide ranging identities, embracing a culture of belonging, and that sustaining a workplace where everyone can bring their full selves is a path, not a destination.