Support Specialist

Appcues is looking for a Support Specialist to join our team! We're building a team of driven, focused people who want to make a meaningful impact helping our customers build something their customers will love. You'll be empowered to put customers first daily. Support is more than just spending your time hammering away at a queue:it's proactively making help even easier to come by, and anticipating the needs and questions of our customers before they have them. This position is fully remote!

Your responsibilities will include:

• You’ll be helping our customers with all support:related issues by providing excellently written emails and/or video chat support
• Conduct training sessions for our unmanaged customer base to remove friction from their customer journey
• Work closely with our CX, Finance, and Sales teams to make sure that customers are adequately provisioned for the products and features they are subscribed to
• Strategize ways to help maintain retention and drive for growth within our month:to:month customer base
• Ensure our records are up to date and billing or account provisioning requests are handled completely and fully
• Deactivate and add accounts to our Denylist upon cancellation
  
  
  

You may be a great fit if...

• You have a curious mind and a desire to learn : you might not have all the answers but you are eager to discover them
• You have worked previously in a Billing support role and understand the ins and outs of SAAS billing processes
• You have experience working at a remote:first company and are comfortable working remotely
• You like empowering users with the knowledge to do things for themselves in the future, not just fixing things for them
• You love collaboration. You want to work with members of the support team and teams outside of support to do what's right for the company and the customer
• You're an A+ listener and communicator. You can synthesize feedback and be the voice of the customer to help your teammates become better marketers, designers, builders, and more. You'll also be eager to spend your days speaking with customers on the phone, via email, and through chat
• You're ardent about figuring things out and comfortable being uncomfortable. Our team is small, but we'll give you the autonomy to help build better processes and continually improve
• You're driven and goal:oriented. With so much freedom and autonomy, it can be difficult to stay focused. Striving towards the prize on the day:to:day is what aligns us as a company
• More than anything else, you are empathetic and have a genuine desire to help other people. Culture fit and drive to help are more important than experience