Client Support Representative at Backbone

| Greater Boulder Area
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Backbone is a digital workspace for designers and product creators. Our Mission is to build a world-class platform to power the world's direct to consumer economy, helping small and medium-size companies build their products faster, smarter and at scale. We have a fun and fast-growing team based out of Boulder, CO and are looking for experienced team members to join in our growth.

We are looking for a Client Support Representative to join our Support Team. Our Support Team is vital to the success of our company as we strive to put our customers first throughout the organization. We are responsible for Support inbounds, Knowledge Base Content and Training. Our team is lean and we are looking to build out a scalable Support operation to make it easy for our customers to work seamlessly in Backbone. This is a great opportunity for advancement and to build out a world-class team within our organization!

As a Client Support Representative, you will be on the frontlines working with our clients who are using Backbone to develop their Products. Whether it be how to use a certain feature, an issue in the system, a roadblock they are facing with their workflow, or just general support - we need to deliver the best experience possible through solutions, problem-solving and thorough knowledge of best practices and The Backbone Way. Our clients are on tight deadlines and need solutions that enable them to work smarter and faster. They look to Backbone to solve these challenges, and it’s our mission to deliver best in class support.

Backbone has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative. We have a fun and fast-growing team based out of Boulder, CO, and are looking for energetic and experienced team members to help us grow. We hope you’ll join us!

You Are:

  • A tech savvy, self starter, eager to learn
  • A scrappy, tirelessly optimistic hustler
  • Customer facing but also back end intelligence minded
  • Deeply passionate about customer support and customer success
  • Consistently flexible and adaptable in your day-to-day: picking up the phone to speak with customers, contacting end users, scheduling executive briefings or manipulating data to tell a story
  • Able to maintain composure and calm in stressful situations, both written and verbal, with colleagues and customers
  • Confident in building trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software
  • Eager to find ways to make processes more efficient

What You’ll Do:

Support

  • Effectively manage and resolve issues through email, phone, screen share calls or live chat (coming soon) in a high volume capacity while focusing on a high quality customer experience
  • Ensure 100% retention by delivering best in class customer support after clients are live on the platform to create advocates
  • Identify common customer challenges and actively suggest better solutions
  • Communicate thoughtful, customized solutions that help customers move forward and grow their business
  • Become a Backbone product expert to find solutions for software issues and requests
  • Be available on a rotating basis for on-call for system emergencies
  • Show composure, resilience, and flexibility as customer needs evolve and case volume changes
  • Troubleshoot customer issues pertaining to platform usage and configuration
  • ABA - Always be Advocating! Prioritizing clients’ needs and advocating on their behalf

Knowledge Base

  • Learn from customer interactions to help enhance customer experience with self service tools
  • Create and update articles for our Knowledge based on questions asked by our customers (it’s likely if one customer asks, another one will too!)
  • Train customers through articles to navigate a variety of features within Backbone
  • Organize and assist in conducting Digital Events

Cross Functional

  • Assist with testing of future releases including enhancements and bug fixes
  • Partner with Senior Manager of Support to build out internal processes as our team grows
  • Support Client Success & Account Executives throughout client trainings to discover and understand client needs, help drive adoption and ensure their desired outcome is met
  • Work cross-functionally with Marketing, Sales, Product, and Engineering to ensure a consistent and strong customer message is embedded in our processes
  • Understand and identify customer pain points and help drive the escalations process by coordinating between the Product and Engineering team
  • Empathize with every aspect of the customer experience, putting customers’ needs first

Qualifications:

  • 3+ years of experience in a customer service or support role
  • Experience working with tools such as Help Scout, Zendesk, Jira, Catalyst, Salesforce, Slack 
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
  • Experience with apparel or related product development/design/production (and/or a willingness to dig in and learn what goes into such roles, in order to better serve/advise/empathize with the clients)
  • Strong interpersonal skills and experience building strong internal and external relationships
  • Consistent track record of highly-professional customer service in a fast paced, dynamic environment
  • Effective oral, presentation, and written communication skills with constant attention to detail
  • Diplomacy, tact, and poise under pressure when working through customer issues
  • Bachelor’s Degree

OTHER DETAILS

  • Located in Downtown Boulder, CO - Will consider remote applicants but local to CO and/or willingness to relocate is a plus
  • Full Time, with work-life balance - flex wfh days 
  • Compensation package commensurate with experience and expertise

Benefits and opportunities:

  • Insurance (medical/dental/vision)
  • Unlimited PTO
  • Wellness reimbursement
  • Transit benefits
  • Company Stock Options

 

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Location

A block off of Pearl Street, Backbone resides in the Boulder One Building, facing a beautiful patio and fountain. The perfect Boulder location!
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