Customer Support Specialist

Hey! I’m Tara, I lead the Customer Success Team at Sensei Labs.

At Sensei Labs, we build smarter workplace solutions that people love. We’re the newest member in the Klick family of companies, so we get all the advantages of being an agile start-up but within a well-established company with an awesome, award-winning culture. The Customer Success team is a tight-knit, diverse, and fun group. We’re constantly growing and looking for the next team member to join us in building lasting success for our customers and for Sensei Labs.

Customer Support Specialists are our first line response to customer requests. CSSs take in and triage incoming requests, craft a personalized and thoughtful responses and follow up with deep empathy and care for customer success.

You

  • Love challenge and change, you’re up for anything
  • Have a passion for customer support and are known to be a very patient and positive person
  • Thrive on working as part of a team
  • Have an understanding of the web and how it works. You’ve not necessarily written and deployed your own JQuery-based, CSS-heavy responsive sites, but you’re also not intimidated by the technology
  • You’ve been told you are an amazing communicator and have excellent verbal and written skills

Role and Responsibilities

  • Respond to first line customer requests via tasks, telephone or text
  • Triage support requests and orchestrate resolution with the team
  • Identify, reproduce, communicate and document bugs and common requests
  • Keep the Customer Success Coaches aware of trends and major issues
  • Contribute to training materials, site configuration and adoption tactics

Required Skills and Experience:

  • 2+ years of relevant experience in a customer-facing role, SaaS experience a plus
  • Effective communicator both verbal and written
  • Rises to the challenge when working under pressure
  • Analytical and problem solving skills

Job Application

  • Profile
  • Resume
  • References
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