Customer Care Associate

| Colorado Springs

Who we are...

Connecting people in a more meaningful way is not just what BombBomb’s software delivers - it’s what drives our teams every day. Through simple, personal video, we aim to Rehumanize communication. Our team is resourceful and intelligent. Competitive and collaborative. Fun-loving and tenacious. We’re close-knit and love adding new talent to the mix. If you are seeking a dynamic workplace and new challenges, we want to hear from you!

Who we're looking for...

We are looking for a driven team-oriented individual to join our Customer Success Team. Our Customer Care Associates are experienced customer service agents who handle the bulk of inbound phone calls, emails, and chats we receive from our existing customers. Their ultimate goal is to strengthen relationships with every BombBomb customer they interact with. If you enjoy helping customers win, being empowered to make business decisions, interacting with a high-level team, and being a part of a thriving culture, maybe this is the right fit for you! Bachelor's Degree preferred as well as internship or work experience in an office setting.

What you will do...

  • Make our customers happy.
    • Maintain a customer satisfaction score of 97% or higher per quarter.
    • Establish an appropriate human connection with people by meeting customers on their terms and in their style as observed by your supervisor.
    • Regularly exceed the expectations of your customers and coworkers by going one step beyond addressing their immediate need. Document more than one example of this behavior on a weekly basis.
  • Be quick, efficient, and effective.
    • Use all your resources to provide answers and resolutions as quickly as possible. Help keep time to first reply during business hours under 35 minutes.
    • Pull your weight by fielding plus or minus 10% of the average number of phone calls and tickets handled per associate per quarter.
    • Help with trend analysis by correctly categorizing all inquiries as verified by audits conducted by your supervisor.
  • Advocate for our customers.
    • Appropriately identify and escalate all urgent customer matters as observed by your supervisor.
    • Appropriately utilize the customer success escalation process to communicate all problems our customers are encountering as observed by your supervisor.
    • Every week, report to your supervisor the top three feature requests your customers are making.
  • Make it easy for our customers to get the help they need.
    • Offer customers products that will enhance their workflow within BombBomb staying within plus or minus 10% of other associates.
    • Log in to all customer communication support channels during BombBomb business hours excluding team meetings, approved breaks, and project work.
  • Learn, innovate, and grow.
    • Establish and achieve “SMART” goals every quarter with your supervisor that yield quantifiable results around sustaining, building, and improving the business. Themes might include training, team building, efficiencies, etc.
    • In addition to goals that benefit the company, also work with your supervisor to establish goals around your own professional development. Demonstrate progress in every bi-weekly 1x1 meeting with your supervisor.

How you'll do it...

Embody BombBomb’s core values: Relationships, Fun, Humility, Flexibility and Service

  • Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude.
  • Intelligence: Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information. 
  • Communication: Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email. 
  • Listening Skills: Lets others speak and seeks to understand their viewpoints.
  • Teamwork: Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship. 
  • Efficiency: Able to produce significant output with minimal wasted effort.
  • Empathy: The ability to understand and share the feelings of others.

Our ideal candidate will be or have…

  • Immaculate attention to detail
  • Strong customer service mentality
  • 1+ year experience with customer service roles
  • Familiarity with G Suite of products
  • Ability to quickly learn new software

BombBomb Benefits Package Includes...

  • Excellent Medical, Dental and Vision Benefits for you and your family (2 PPO + HSA option)
  • 15 days paid time off
  • 9 paid holidays
  • 401k Plan with employer match
  • Weekly company-catered lunch
  • Fun workplace: happy hour every Friday and company game room
  • Annual Education/Development for your career growth
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

BombBomb is in the heart of downtown Colorado Springs. We are in walking distance of great food, drinks, and entertainment - with amazing views!

An Insider's view of BombBomb

What’s the vibe like in the office?

The vibe at BombBomb is high energy and fun! Since our company is growing rapidly, employees are highly motivated and driven. One of our core values is fun, and that's just what we do all day long! Whether it's through our work or a game of ping pong, the office is always full of life.

Abby

Senior Sales Development Representative

What projects are you most excited about?

The projects that excite me most are ones that involve creative problem solving and collaboration with other people. I work with a ton of talented people and they are always willing to help me out and answer my questions, if I am improving, the team is improving. I’m constantly learning new skills because of the people around me.

Mattea

Email Designer

What makes someone successful on your team?

A good sense of humor! Helping clients all day is one of the best parts of my job, but sometimes we need to let off some steam. You can always tell you're walking by Customer Success by the laughter and camaraderie.

Relationships and fun are two of the core values of BombBomb, and my team is a shining example of both.

Erin

Customer Success Associate

What is your vision for the company?

We’re on a mission to rehumanize how you communicate. Most business communication is done through outdated, plain-text email. BombBomb changes that by making it easy to record, send, and track videos with the tools you use every day. If you want to help us and our customers rehumanize the planet, BombBomb would love to have you.

Rebecca

VP, Partnerships

How would you describe the company’s work-life balance?

Work-life balance is something that is taken very seriously among my team here at BombBomb. I am encouraged often to not burn myself out and to find my own pace. Leadership is aware of how important mental health is and how it drastically improves happiness in the workplace. At BombBomb, your family always comes first.

Conner

Deliverability Anaylst

What are BombBomb Perks + Benefits

BombBomb Benefits Overview

BombBomb offers health / dental / vision insurance, PTO and paid holidays, a 401k plan with company match, Short / Long term disability, and company paid life insurance. There are countless perks, including company sponsored lunch on BombBomb Friday, great beers on tap, professional development opportunities, and paid volunteer time.

Culture
Volunteer in local community
BombBomb sets aside philanthropic paid time off for every employee to volunteer to support causes they are passionate about.
Partners with Nonprofits
BombBomb has established partnerships with Non-profits in our local community, such as Mary's Home and Springs Rescue Mission.
Friends outside of work
Eat lunch together
Intracompany committees
BombBomb has the People Team with 3 pillars - Values in Action, Diversity & Inclusion, and Fun & Events. Participation is on a volunteer basis that rotates. This team fosters and builds the culture!
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Some Meals Provided
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend

Additional Perks + Benefits

Fridays are the bomb at BombBomb! We enjoy lunch as a team every Friday and celebrate newcomers and people living out the core values. The winner gets two weeks in the corner (truly) Awesome Office. There is a walking/biking trail just steps away from our office and you can be IN the mountains within 15 minutes. The million dollar views of Pikes Peak keep us inspired and energized. We're always learning and growing so lunch-n-learns are common - we discuss everything from how to be an authentic leader to the magic of a true Customer Success experience and selling like a boss. Also, #HACKWEEK is legit and our developers wow us every time with their innovative creations.

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