SwipedOn is a fast-growing tech company from New Zealand. We've built a world-class cloud-based visitor management platform that enables businesses to revolutionize their guest and visitor experience. We enable our customers to deploy a best in class business compliance platform which tracks the real-time movement of employees, visitors, and contractors within their business.

SwipedOn is comprised of a web-based admin dashboard and an iOS application that is distributed via the Apple app store.

The future of SwipedOn is looking exciting. The company has seen rapid growth over the last two years, with thousands of users in over 50 countries adopting SwipedOn as their platform of choice for visitor management. The business continues to expand and has a mix of 20 full-time staff located in New Zealand, South Africa, and Denver. We are now looking to grow our support presence in our Denver office.

The Position: Inbound customer support & customer success associate

Are you passionate about problem-solving and get excited about delivering a world-class customer service experience? Do you understand what it means to deliver a winning customer success experience to newly subscribed customers?  SwipedOn provides best in class customer support with an average support ticket response time of under two minutes and an NPS which consistently sits above 65+.

Today we 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.  

This position will be our first customer support/customer success role located in Denver. You’ll be the voice of support for North America and will deliver SwipedOn’s leading customer service and support experience to our current subscriber base.

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 client 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.

About you:

You’ll be a fierce advocate for exceptional customer service and enjoy the challenge of working with different customers to solve their problems. Along the way, you’ll be scheduling customer success calls with newly subscribed customers and offering best practice tips to implement SwipedOn.

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.

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

• Confident in managing multiple inbound support tickets simultaneously.

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

• Coachable and interested in implementing continuous feedback.

• Flexible in mindset and resilient when facing rapid change.

• Comfortable with saying no to a customer in a pragmatic manner.

• Able to work autonomously and have a high level of initiative.

You’ll have:

• A university bachelor's degree or equivalent qualification.

• Excellent communication skills both oral and written.

• Strong organizational and analytical skills, with evidence of previous customer service experience.

• Former experience working with a SaaS company is a plus.

• Experience with HubSpot, Intercom, or other CRM software platform.

Hours of work;

This is a full-time (40/hr week) position.  The approximate work schedule is 8:00 AM MST to 5:00 PM, five days per week.  Your schedule is subject to change based on business needs and may require you to work weekends, holidays, and occasional overtime.

This role offers:

• Flexible work hours

• Vision, dental and healthcare

• Market salary

• Travel to New Zealand for company training and onboarding

• Casual dress

• Benefits of working out of one of Colorado’s leading co-working spaces

• Dog-friendly office