Customer Operations Specialist

Job description

Who we are:

Hey, we’re Impraise, a growing, Y Combinator backed startup with offices in three of the most beautiful city centers of the world, Amsterdam, Lisbon and New York.

We’re on a mission to revamp the burdensome yearly performance review process and enable people to use continuous feedback in order to grow personally and professionally throughout the year. Your work will have a major impact on a huge number of people, working at the most advanced and highest performing companies worldwide.Work is a huge part of people’s lives.
At Impraise you’ll have the chance to work with a team of amazing people with a proven track record of delivering state of the art products.Check out our Culture Video to discover who we are



What we do:

Our mission is to help people become successful in their professional life. Impraise is the tracker of your professional life:

  • providing  continuous insights into performance
  • easily collecting insightful feedback
  • offering guidance on next steps in your career

We’ve come a long way and work with some amazing clients like Booking.com, Tony Chocolonely’s , Bugaboo, Travelbird, and Bynder. We see many exciting opportunities ahead.


Your team:

The team you’ll be joining has both talented Customer Success Managers and Customer Support Consultants. Your team’s mission is to help new and current clients to achieve their transition towards a more continuous feedback culture and towards building a high-performing work environment. Your team is responsible for the onboarding and a successful long-term relationship.

Requirements

You: 

You are at the beginning of your career and have a strong interest in customer / client service for implementing an innovative software suite. Also an eagerness to learn and master new skills in a high-energy, high-impact environment is expected.

  • BA/BS or equivalent degree
  • 1-2 years of relevant work experience in a related role (which may include technical support, project management, product development, sales, account management, marketing, among others).
  • Experience with Freshdesk, Intercom or similar customer support software and mastering spreadsheets.
  • Organization and efficiency in time management and an ability to juggle many ongoing initiatives with grace.
  • You are motivated to learn professionally and grow personally.
  • You have a strong interest in technology and software development, the role is tech-heavy
  • You are Interested in entrepreneurship and comfortable with risk. Any small, early-stage startup faces big challenges and candidates should be prepared to problem-solve on the fly.
  • You have superior communication skills. Internal and external written/verbal communication are critical in this role.
  • Analytical and process oriented.
  • A desire to incorporate feedback and personally grow as a team member and a professional.

What we expect from day one

  • Support the Implementation Manager during product onboarding, configuration, and support for a diverse set of client contacts
  • Building technical implementation expertise to assist with software troubleshooting
  • Maintaining strong customer relationships through efficient communication by apps, email, and verbally.
  • Managing customer expectations regarding estimated response times for issue resolution
  • Identifying opportunities for improvement, contributes to solutions and, enhance workflow efficiency to enhance the customer’s experience
  • Managing escalated customer situations and provide focused support on escalated issues
  • Reporting and tracking bugs affecting users
  • Collaborating with other departments within Impraise to find resolutions to support issues
  • Fostering strong relationships with Customer Success and Implementation to holistically address customer issues and provide additional insights from a customer perspective
  • Assisting with reporting and analysis of customer support metrics
  • Responsible for more complex issues requiring intense focus or issues for customers in sensitive situations
  • Mentor other Customer Support Specialists to improve Impraise platform knowledge and customer facing skills

What we offer

  • A meaningful problem to solve that delivers true value for users
  • A mission-driven team that aims to have a long lasting impact in the market
  • Competitive salary
  • Health allowance (500 Euros per year)
  • Personal development allowance (1500 Euros per year)
  • Commute coverage in case you live >10km from the office
  • Work from our office in the center of Amsterdam
  • Daily lunch arranged at the office
  • Friday after-work drinks and frequent company events