SwipedOn is looking for a motivated and talented Part Time Inbound customer support & success associate to join their team in Denver CO.

Join SwipedOn now to help us change the world one visitor book at a time. Our visitor management platform sits in thousands of receptions worldwide and we’re growing this number at a rapid rate. We’re seeking a motivated and customer focused individual to join our customer support and customer success team in Denver.

Our Culture and Company

SwipedOn is an established and successful SaaS business headquartered in sunny Tauranga, New Zealand. We are an exciting company with a truly global customer base and footprint. SwipedOn prides itself on being a great place to work. We are a young, fun and friendly team who love to collaborate and be creative. We care about the environment and act as a responsible corporate (we plant a new native tree for every new customer we sign up). We believe in working hard, delivering results and the satisfaction of a job well done, but we also value quality of life.

The Position: Inbound customer support & customer success associate - Part time

Are you passionate about problem-solving and get excited about delivering a world-class customer support experience? Do you understand what it means to deliver a winning customer success experience to newly subscribed customers?  Then we may have the ideal position for you!

SwipedOn provides the best in class customer support with an average support ticket response time of under two minutes and an NPS which consistently sits above 65+. We currently deliver customer support via email, live chat, and phone. We’ve also recently rolled out a new customer success program focused on ensuring SwipedOn is deployed successfully within our customer's businesses. 

In the role of inbound customer support and customer success associate, you’ll be working with our team to solve complex problems, support our current subscriber customer base, and assist our newly subscribed customers in successfully deploying SwipedOn to their business.  

In this role you will:

• Manage inbound customer support channels via email, chat and when necessary, phone. 

• Effectively solve customer support queries and tickets on a daily basis.

• Provide technical product support to our customers in an efficient and positive manner.

• Work in a cross-functional team comprised of sales, support and customer success, collaborating with team members to ensure our high levels of customer retention and satisfaction are maintained and built upon.

• Hold 1:1 customer success meetings to help implement and deploy SwipedOn within our customers' businesses.

• Understand customer pain points, communicate their concerns internally, and influence our product roadmap.

• Communicate feedback on the current support and customer success processes to contribute to an ever developing and winning business process. 

• Analyze trends in customer issues and suggest improvements to processes, policies, and products.

To be successful in this role you must have:

• The right attitude! You need to be a fierce advocate for exceptional customer service and enjoy the challenge of working with different customers to solve their problems. 

In addition to the right attitude you:

• Are a recent college graduate or have at least 1 year of proven experience in a customer support or customer facing role.

• Have a basic understanding of customer support, sales, and success concepts.

• Understand and own the skills required to operate in a fast-paced tech environment. 

• Are passionate about startups and enjoy finding ways to simplify the customer support and customer success process.

• Are confident in managing multiple inbound support tickets simultaneously.

• Able to empathize and tailor the support experience to the needs of individual customers.

• Flexible in mindset and comfortable managing rapid change

• Experience working with a SaaS company is a plus

• Experience with HubSpot, Intercom, g-suite, iOS is highly regarded

We're looking for a person who is …

• An excellent communicator, both oral and written 

• Keen, curious, and never satisfied with 'ordinary'

• A likeable person with a positive attitude 

• A natural collaborator who wants to be part of a growing team and company

• Eager to share and eager to learn

• Self motivated, able to work autonomously and have a high level of initiative

• Flexible in mindset and comfortable managing rapid change

Hours & place of work

25 hours per week with flexible hours possible. Approximate work schedule 9:00 AM MST to 2:00 PM Monday - Friday.  Your schedule is subject to change based on business needs and may require you to work weekends, holidays, and occasional overtime. 

You will be based in our office located in Denver, in the Galvanise coworking space.