Customer Support Advocate

Salary: $37,000 - $45,000 DOE

We're growing and looking for our next Customer Support Advocate to join our team! Do you share our passion for accountability, love our core values, enjoy technology, and possess excellent written and spoken communication skills? Read on!  

What’s the starting salary range?

Depending on your customer service and technical support experience, this full-time salaried role offers between $37,000 and $45,000 annually.

What makes the A2U support team different?

We're a support-driven company, which means everything we do at Accountable2You centers around growth through service to our customers. Most companies view customer support as a cost center; a leaky bucket that receives as few resources as possible. 

At A2U, we believe that support-driven growth is a wholesome, ethical way to grow a company that centers around meeting needs. Customer Support is central to our business model, essential to our vision, and vital to our shared success.

What does a normal day look like?

As a Customer Support Advocate, you will become well acquainted with our software as most of our work centers around things our customers encounter: Troubleshooting software issues on various device types, explaining our software and website, fixing billing problems, and training customers on best practices with our software. The constant advancements within Windows, Mac, Linux, Android, Apple iOS, and Chrome OS also allow us a wealth of technical topics to learn and master each day.

All of our work is ultimately customer-facing, but we're not a call center, and we're not hiring a so-called "phone jockey." Our Customer Support team handles incoming technical and account-related emails, chats, and social media messages and works together on improving our processes, customer documentation, and learning (and testing) our technology.

Our Customer Support team doesn't offer counseling services to our customers. Yet, we listen with compassion and empathy and then move forward with recommendations to help utilize our software in the customer's unique situation.

While many of our customers use our software to keep would-be temptations at bay and confirm their integrity, others struggle deeply with pornography and other addictive behaviors. As you help your team serve customers, you may encounter vulgar and offensive words – but we've intentionally prevented our software from capturing images or links to the objectionable content. We do our best to guard our team against objectionable content, and under no circumstances will you need to examine offensive websites or material.

About you

• You’re an outstanding human. We get it, no one is perfect, yet you possess a strong moral character that loves our core values and affirms Accountable2You's mission and purpose.
• You believe the struggle is real. You count bondage to pornography and other addictive behavior as serious matters. You’re committed to helping people in their journey toward life change. 
• You’re well-versed in customer-facing roles. We’re looking for at least 1 year of experience in a customer-facing role. Bonus points if written communication between you and your customers comprised over 50% of your interactions. 
• You’re curious about the SaaS industry and technology. We provide extensive training on our products, yet you’re well-equipped to master the basics of essential SaaS tools (Google Drive, Slack, etc.) without much guidance. Subscription models, smartphones, apps, and networks are some of the topics we discuss every day. You might not have a technical or business degree, but the thought of learning how to troubleshoot a complicated problem or grow the customer base should appeal to your interests. 
• You’re a natural communicator. While you don’t need to be an extrovert, it does mean that those who know you best would say you thrive in environments that rely upon clear written and spoken communication. Learning the art of effective communication should interest you. 
• You’re a resourceful learner and a natural teacher. You’re naturally curious and love the art of “asking the better question” that reveals the actual need. You enjoy flexing your resourcefulness in testing ideas and finding answers. You’re gifted at reducing complex situations into simple explanations.
• You’re highly empathetic and see things from the other person’s point of view. You know that everyone possesses unique skills and life experiences, so you default toward kindness and patience rather than critique and judgment. You make people feel empowered after interacting with you rather than stupid because of a knowledge gap or small mistake. 
• You’re eager to grow personally and professionally. Like a world-class athlete working with a coach, you want to know what you did well and what you can do better next time. Excellence matters to you. At A2U, we all view feedback as the means to grow and improve toward excellence. That means we’re quick to learn from our mistakes and quick to extend grace to others amid their mistakes, too. 
• You’re persistent and love solving problems. There are few easy answers here, and this excites you. Every customer is a real person with bespoke needs and emotional predispositions. Likewise, every device is different and poses unique challenges. You don’t quit until you’ve done the hard work to research and answer the question at hand. 
• You love discovering a better way. Like us, you feel the adage, “faster is better” isn’t quite right. Instead, you believe that “better is faster,” so you’re on the lookout for new ways to improve your craft and gain new speed.
• You’re a flexible and proactive doer. You don’t wait for someone to tell you what to do next. You own your work, and you’re always looking for the next opportunity to meet a need, serve customers, or help your team. Likewise, you’re flexible to help cover a Saturday or other shifts in the future.

Requirements

• A minimum of one year of experience in a customer-facing role
• A genuine delight in serving customers and meeting needs
• Ability to explain complex concepts with a tone that reflects a kind, honest, and confident clarity
• Natural interest and aptitude for technology, software, and the SaaS industry
• Comfortable familiarity using Google Docs, Zoom, Gmail, and other similar software
• Invites collaboration and adopts input from coworkers
• Follows defined processes and pursues clarity when next steps are unclear
• Quick learner who rapidly adapts to change
• Affirmative, can-do attitude toward tasks and responsibilities
• A team player who’s humble, hungry, and smart
• Excellent attention to detail and a growth mindset (Tip: 1.25x playback speed ) 

Bonus points

• Comfortable familiarity using Zendesk, Help Scout, or other similar software
• Comfortable familiarity using project/task management tools like Trello, Basecamp, Wrike, Asana, or other similar software

When and where do you work?

This role is office-based in Williamstown, Kentucky, and is not eligible for remote work. Our customer support team’s hours of operation cover Monday through Saturday from 8 AM to 5 PM. While not planned currently, we may add additional support operating hours in the future. 

We recognize the best talent might not live within a commuting distance to our office. We offer a generous relocation package for candidates outside the local area. If you’re our top candidate, we’ll help you move here! 

Does this sound like a good fit?

We hire the best fit, but there’s a lot more that goes into “best fit” than a laundry list of previous experience. 

If you love our mission, values, and model the humble, hungry, smart ethos we aim for at A2U, we encourage you to apply - we’d love to hear from you! We respond to all applicants, so you'll definitely hear back from us.

PS - We love cover letters! Be sure to include one with your application to let us know why you'd like to work for Accountable2You!

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