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Customer Success Agent

| Austin
Please email your resume and a cover letter to [email protected]
Apply now

About Time To Pet

Time To Pet is an Austin, TX based startup focused on building business management software for pet sitters and dog walkers. Our SaaS product is designed to help pet sitters and dog walkers start, grow and better manage their companies.

We pride ourselves on our ability to rapidly deliver exciting new features to our clients, to provide unmatched support and to help them build the best business possible. We do this by finding great people, using systems to manage and improve our processes, staying lean and nimble, listening to the needs of our clients, fully committing to customer success and providing useful and relevant content.

Your Impact

At Time To Pet, Customer Success is essential to our mission. The top priority for our Customer Success Agents is to make our clients as successful as possible while utilizing Time To Pet and to ensure their experience is positive by exceeding their expectations.

As a part of the Customer Success team, you’ll be directly responsible for ensuring the happiness of our clients by managing support requests, improving support processes and acting as an advocate for Time To Pet. You will play a major role in the success of Time To Pet through enriching our customer support and other special projects.

The Ideal Candidate

You’re empathetic to clients and understand that not everyone shares the same level of technical skill. You have the unique ability to make clients feel empowered and successful when they have a question; not silly or stupid. You are a problem solver willing to go the extra mile to ensure that a question is answered or a problem solved. You also have the ability to listen and connect real world questions with solutions through software. You are detail oriented, professional and understand that support is the first line of communication with our customers. You enjoy communicating with people and can balance being friendly with getting a job done. You have a skill for writing and enjoy creating new content. You enjoy being efficient and looking for new ways to increase efficiency and improve your job and your skill set. Most importantly – you are a self-starter. Time To Pet allows the ability for some remote-work but the ideal candidate should be based in Austin, TX. Candidates not based in Austin will still be considered.

Things You May Do

Time To Pet is a startup so you will likely get to work on many projects in this full-time position. We expect that the majority of your time (75% or so) will be spent doing the following:

  • Help our clients via email and/or chat to answer their questions, troubleshoot their issues and ensure they have the best experience possible.

  • Provide occasional telephonic and screen share support that can include answering simple questions to full product demonstrations.

  • Write and review documentation for our Knowledge Base to help clients get answers to their own questions quickly.

  • Record video articles to supplement written articles for the Knowledge Base.

  • Enhance our support processes through research in collaboration with other teams at Time To Pet.

Your remaining time will be spent working on special projects to help enhance the overall business of Time To Pet. This can include:

  • Identifying business/process improvements outside of general support.

  • Working on special projects to help make these improvements.

  • Writing content that is relevant and helpful to our clients.

  • Supporting other team members with their projects.

How You Will Work

Time To Pet is a semi-remote team meaning that your primary work space will be at our office in Austin, TX but you do have the opportunity to occasionally work remotely. We use tools like Slack to keep in touch with team members, Help Scout to manage our customer support channels, Intercom and MailChimp to communicate with clients and proprietary systems to manage our client accounts.

Requirements

  • You love communicating with people and helping to solve their problems.

  • You can empathize with all types of people with all types of backgrounds.

  • You are a self-starter that can stay on task in a remote environment.

  • You are committed to delivering unmatched customer support.

  • You have reliable access to the internet.

  • College degree or equivalent professional experience.

Technical Skills

  • Experience working remotely.

  • Experience providing customer support.

  • Experience using social media and/or web based software such as Slack or Help Scout.

  • Experience using Time To Pet is a plus.

  • Consider yourself “tech-savvy”.

  • Strong, concise and articulate writing skills.

  • Experience in design is a plus.

  • Experience with a CMS (such as Wordpress) is a plus.

Compensation

  • Competitive salary based on experience.

Benefits

  • Full healthcare coverage.

  • Flexible work hours.

  • Ability to work remotely.

  • Vacation time - 15 days PTO.

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Please email your resume and a cover letter to [email protected]
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