Customer Support Specialist
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.
What should I be expected to do?
This is not your typical support position - the role is highly cross functional because YOU are the voice of the customer when working with CS, Sales, Product, and Engineering. As one of the first support hires, you will be expected to be on call for odd hours and weekends.
Your daily Core Duties will comprise of support duties such as:
- Serve as the front line of defense for customer questions
- Troubleshoot bugs
- Identify feature requests from customer interactions
- Maintain the Help Center and write new articles
From the Core Duties, we measure success through metrics such as:
- QA + CSAT score
- Average response time
- Average ticket handling time
In addition to Core Duties, you will also find yourself the opportunity to work alongside other teams in 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:
- Up to 0-1 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
- Experience with using Google Sheets/Excel strongly preferred
Nice to haves:
- Experience managing a Knowledge Base, such as Guru.
- Experience with Project Management software, such as Clubhouse, Trello, or Asana.
- Experience with using CRMs such as Intercom or Zendesk
- Basic understanding of Customer Support structure and terminology