Who are we looking for? 

At Over, we aim to help everyone and anyone unlock their creative side, from mastering social media marketing to creating a birthday post for a friend! We care about beautiful design, incredible engineering, each other and, above all else, our users.

This is where you come in! 

As a Customer Success Agent at Over, you get to directly interact with the user and ensure their concerns are heard, their queries are handled, and their experience is a great one! Ultimately, a large part of whether or not users come back is in our hands. 

We are looking to grow our team in the US (East Coast) with awesome individuals who have a background in online Customer Service, and the determination to learn on the go to get the job done. Our CSMs and Agents establish relationships with our users by listening to their needs, understanding their problems, and providing tailored solutions. All with some happy emojis and great gifs thrown in for good measure! 

Your day will involve:

• Working closely with the US/ Canada based Customer Success Manager, to help ensure that our users are assisted as quickly as possible.
• Communicating with the rest of the Over team (who are scattered across the globe) ensuring for a smooth hand-over across the time zones. 
• Interacting with existing and potential users by responding quickly to inquiries through email-based tickets, live in-app chats, and social media interactions (Facebook, Instagram, Twitter, Product Hunt, Quora, G2, Capterra and other platforms) 
• Working closely with the Engineering teams to ensure all bugs are correctly logged, and that affected users are kept in the loop and up to date with our progress. 

Previous Experience & qualifications:

• Minimum of 3 years customer service experience in a similar field within the design, app and tech space
• Bachelor's degree 
• Familiarity with trouble shooting user issues (SaaS, technical issues on iOS and Android are a bonus)
• Experience working with platforms like Intercom and Wootric (or similar) is beneficial
• Experience working with Product Hunt, Quora, G2 and Capterra will also be beneficial
• Live chat experience is a huge plus

Being a Customer Success Agent at Over requires:

• Supporting Over’s mission to give our users’ the best help, support, information, and guidance to ultimately make their experience is a magic alone.
• Excellent verbal and written communication skills, with a passion for simplifying even the most complicated technical situations into everyday language. As this will be a remote position, the ability to communicate clearly with the rest of the team via email/ Slack is extremely important. 
• High levels of empathy and emotional intelligence, with a love of helping and inspiring others (users and colleagues alike).
• Being pro-active and self-motivated, enjoying taking initiative where needed, and seeing projects through to completion. 
• A love of learning, and an eagerness to grow within your career in the field of Customer Success.
• Be excited about Over as a product, a company, and as individuals, and bring a positive energy with you that can be felt by our users.
• Act as the first point of contact for users seeking help with the app or technical issues, advocating for their interests and giving voice to their feedback.
• Provide efficient troubleshooting and technical assistance to our users.
• Review and assess users' progress and offer recommendations based on results.