Customer Experience Specialist

Bookkeepers today are stuck working in excel spreadsheets and homegrown project management solutions to support their clients. Keeper is on a mission to change that.

With our all-in-one tool, bookkeepers can manage their work, communicate with clients, catch hard-to-find errors, and deliver reports to help their small business customers make smarter strategic decisions.

Founded in 2021, Keeper has raised $12.5M in funding, backed by leading tech investors like Y Combinator and founders at top startups like Lattice, Front, Superhuman, Plaid, and more. Keeper currently helps thousands of bookkeepers and accountants manage the books for startups and small businesses across the US.

Customer support is a critical function for us. We believe that it's our job to teach our customers how to use our product, not their job to learn it.

We succeed in that job by providing fast, supportive online chat communication, and sharing clear, easily-digestible product documentation.

You will:

• Answer inbound chat support requests via Intercom

• Maintain Intercom-based help center articles to ensure information is always accurate and easy to understand

• Troubleshoot reports of in-app error messages and determine when issues need to be escalated to the Development team

• Create and manage bug tickets, act as liaison between engineers and customers, and set clear expectations for ticket resolutions

• Use internal tools to enable product features for customers

• Collaborate with our Operations & Billing teams to resolve customer billing questions

• Relay common sources of confusion to the CEO and CTO to make the product more intuitive

• Evaluate, create, and maintain customer feature requests

• 1+ years of experience doing customer support

• Energized by talking to hundreds of customers per week

• Naturally friendly and professional in both chat and email conversations

• Skilled at breaking down complex topics into simple, digestible explanations

• Always looking for ways to improve documentation and streamline processes

• Familiar with modern SaaS tools like Intercom and Salesforce

• Comfortable working remotely and collaborating across teams

• Accounting or finance experience and/or a strong interest in learning the space

• High-volume chat support experience in a remote environment

• Understanding of ticketing processes, both customer-facing and internal

• General understanding of DNS processes and CNAME records

• Familiarity with email authentication standards like SPF, DKIM, DMARC, and protocols like IMAP/SMTP

• Competitive pay and equity

• 401(k) plan available

• 100% sponsored health, dental, and vision insurance

• Unlimited PTO

• $100 monthly wellness reimbursement

Keeper provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.