Customer Support Representative

| Greater NYC Area
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Overview

The Smartling Customer Support team provides support to our customers and platform users. Customer support is responsible for managing, resolving, and preventing problems by providing consistent, top-notch customer service and product expertise.

You’re a great match if you are quick to learn a new product, analytical, and driven to help customers solve problems. This is the position for you if you are looking to grow into a Customer Success or Project Management role.

Tasks at hand

  • Provide best-in-class customer support via channels such as email, phone and chat.
  • Diagnose and solve customer problems, escalating when necessary.
  • Direct users to relevant product documentation and resources as questions arise, empowering customers to be better Smartling users.
  • Identify gaps in resources and documentation to support future issue deflection.
  • Collaborate across team and disciplines to solve problems.
  • Execute administrative tasks, and manage translation requests for our priority support customers.
  • Plan, organize, and prioritize your work - this role wears many hats!
  • Advocate for product improvement and change.
  • Proactively contribute to process and service quality improvement.

Must Haves

  • Customer-centric mindset and an affinity to solve problems.
  • Capacity to empathise with users in a way that demonstrates you care about their issue and can be relied on to solve it.
  • Ability to make decisions to promote quickly and accurately resolutions to users.
  • Ability to explain complex problems in simple terms.
  • A desire to deliver a best-in-class customer support experience.
  • Minimum 2 years experience in customer service role

Nice to have

  • Experience with customer service platform, such as Zendesk.
  • Knowledge of modern web technologies such as HTML and Javascript.
  • Experience with translation, localization, and internationalization processes and/or be fluent in other languages.

You are

  • Enthusiastic. A fun and energetic co-worker.
  • An analytical thinker. “If there is a problem I have a solution” attitude.
  • Strategic. Translates high-level strategies into practical implementation strategies.
  • A Leader. Proactive and will use excellent judgment when dealing with issues.
  • Customer-focused. Passionate for client success at all times.
  • Detail-oriented. Supremely well organized with attention to detail.
  • A Team Player. Able to work effectively and cross-functionally within all levels of management, both internally and externally.

 

What matters to Smartling?

To help our customers grow their businesses and to help you grow as an individual both professionally and personally.

  • To help our clients grow their businesses and to help you grow as an individual both professionally and personally.
  • Competitive salary and Employee Stock purchase plan.
  • An opportunity to learn and advance your career.
  • An energetic, value-driven, and fun culture and team spirit.
  • Take a break when you need it - Flexible PTO.
  • Company paid medical/dental/vision/life insurance.
  • Commuter Benefits.
  • Convenient office in the middle of Manhattan just blocks from Penn Station and Grand Central.
  • Team outings (Baseball games, happy hours, etc.).

Smartling, Inc. is an equal opportunity employer. No third party recruiters.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • D3JSLibraries
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • Linkedin Sales NavigatorCRM
    • EquireCRM
    • ZoomInfoCRM
    • YeswareCRM

Location

NY

An Insider's view of Smartling

How would you describe the company’s work-life balance?

My managers and colleagues alike share immense respect for work/life boundaries. As part of a remote organization with teams across different time zones, trust and flexibility are the norm. And when it comes time for a vacation, I know that my team has processes in place to ensure I can truly log off!

Kelly

Sr. Customer Success Manager

How do you collaborate with other teams in the company?

The great thing about collaboration at Smartling is that teams are really focused on outcomes and measured deliverables. This helps everyone know what they need to do to support one another and get positive results.

Andrew

Associate Director, Language Services

What are some things you learned at the company?

I've learned so much at Smartling, but I would say learning about different technical integrations into complex tech stacks has been the most impactful. Having had a very basic understanding, this knowledge has been helpful in growing and closing opportunities! We have an amazing team of Solution Engineers who are always ready and willing to help.

Jose

Sr. Account Executive

How do you empower your team to be more creative?

Simply by focusing on outcomes over outputs. Defining a goal and giving each team member the autonomy to approach it in their own way encourages experimentation, taking risks, and thinking outside of the box.

Grace

Sr. Director, Product

How do you make yourself accessible to the rest of the team?

In our new remote work reality, I make sure to schedule regular check-ins with my team members. I also stay close to Slack where they can reach out at any point. Knowing when to switch from written communication to a call becomes also essential to avoid misunderstanding.

Valerie

Senior Director, Language Services

What are Smartling Perks + Benefits

Culture
Open door policy
OKR operational model
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Mandated unconscious bias training
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Professional Development Benefits
Job training & conferences
Promote from within
Paid industry certifications

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