Are you a problem solver? Tech-savvy? Are you a critical thinker with the ability to solve complex problems? Do you love working with people? If so, we'd love to talk to you about a position as a Customer Support Associate at Backbone.

Backbone is a product development platform that empowers brands to make products smarter, faster, and at scale. We believe the future of consumer brands is digital. We provide the platform that empowers brands to innovate, design and develop products at digital speed. 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 Customer Support Associate to join our Customer Success Team. 

Our Customer Success Team is focused on growing our customers who have successfully implemented Backbone as an essential aspect of their daily processes. This is accomplished through onboarding, support, training, and consultation and measured through churn, retention, customer satisfaction, and adoption. This is a great opportunity for advancement and to build out a world-class team within our organization!  

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!

What You’ll Do:
As a Customer Support Associate, you will be on the frontlines working with our customers who use 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 the best practices and The Backbone Way. Our customers 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.

• Effectively capture customer issues and create Jira tickets when needed as identified in our SOP. 
• Take responsibility for assigned tickets until fully resolved.
• Proactively provide explanations and updates when problems arise.
• Use active listening skills to ensure you accurately identify the needs behind each customer inquiry.
• Use all your resources to provide answers and resolutions as quickly as possible. Help keep first-reply-time within 2 business hours.
• 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 
• Learn from customer interactions to help enhance customer experience with self-service tools
• Create and update articles for our Knowledge Base on questions asked by our customers (it’s likely if one customer asks, another one will too!) 
• Partner with Head of Customer Success to build out internal processes as our team grows 
• Be an active and contributing member to the Customer Success Team by providing support. 
• Understand and identify customer pain points to help drive the escalations process by coordinating between the Product and Engineering team    

Qualifications:

• 1 - 3 years of experience in a Customer Service or Support role at a SaaS company. 
• Familiarity with tools such as Intercom, Help Scout, Zendesk, Jira, Catalyst, Salesforce, Slack 
• Self-motivated, proactive team player 
• 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)
• Excellent communication skills with constant attention to detail and building relationships
• Ability to demonstrate diplomacy, tact, and poise under pressure when working through customer issues
• Track record of achieving objectives and key results (OKRs)
• Customer orientation and ability to adapt/respond to different personalities
• High school diploma

Benefits and opportunities:

• Subsidized Insurance (medical/dental/vision)
• 4DWW (working days are Monday-Thursday)
• Unlimited PTO
• Wellness stipend
• Stock options for all employees
• Monthly Culture Club activities

Salary Range: $55,000-$65,000