Tier 2 Customer Care Associate

| Colorado Springs
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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...

The Tier 2 agents on our Customer Success Team are our support experts at BombBomb. They fulfill general customer inquiries and solve complex, escalated issues. Their mission is to provide exceptional support and guidance to all of our customers, including our most valuable customer segments, in Mid-Market and Enterprise, as well as with our internal team of Tier 1, OM’s, CSM’s, AE’s, and Executives. Tier 2 advocates for our customers by providing input to our Product and QA Teams on the prioritization of top bugs and customer pain points through the lense of impact and urgency. Doing these things provides clarity to our customers’ voice, increases customer satisfaction, and extends customer lifetime value.

What you’ll do...

  • Support and guide your customers
    • Support our high value customer segment. Establish an appropriate human connection with customers by meeting customers on their terms and in their style by maintaining a customer satisfaction score of 98% or higher per quarter. 
    • Maintain a 95% or higher SLA achievement on our high segment customers per a rolling 30 day basis. 
    • Work the phone and both unassigned queues during scheduled periods, deemed by your supervisor. Pull your weight by fielding plus or minus 10% of the average number of tickets per team member on a rolling 30 day basis. 
  • Support and guide your team members
    • Operate as a Tier 1 float, being available to provide knowledge, answer questions, and solve problems for team members during your assigned time period.
    • Be a solutions expert for your assigned AE, OM, and CSM, fulfilling scheduled appointments, as observed by your supervisor.
    • Attend bi-weekly Sprint Review meetings. Communicate Product releases and updates with the rest of Customer Success.
  • Support and guide your product segment
    • Identify and report the content that needs to be created and/or edited for your assigned product segment on the knowledgebase through monthly audits. Report these findings to the Senior Content Writer.
    • Conduct bi-weekly meetings with your product segments PM/PO providing clear communication and thorough documentation around the top customer issues. Maintain an average score of an A on your quarterly PM/PO feedback forms. 
    • Understand the product roadmap. Prioritize the impact and urgency of your product segment customer issues in relation to these business objectives. As observed by your supervisor. 
  • Learn, Innovate, and Grow
    • Establish and achieve “SMART” goals every quarter for the Customer Success Teams that yield quantifiable results around sustaining, building, and improving the business for the Tier 2 team.
      • In addition to goals that benefit the company, also work with the Senior Customer Care Manager to establish goals around your own professional development. Demonstrate progress in every bi-weekly 1x1.

How you'll do it...

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

  • Initiative – Identifying what needs to be done and doing it before being asked or before the situation requires it.
  • Analytical skills - Able to structure and process qualitative or quantitative data and draw insightful conclusions from it. Exhibits a probing mind and achieves penetrating insights.
  • 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. 
  • Active Listening - 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.
  • Attention to detail - Does not let important details slip through the cracks or derail a project.

Our ideal candidate will be or have...

  • Immaculate attention to detail
  • Strong customer service mentality
  • 2+ years experience with customer service roles
  • Demonstrated experience with resolving escalated customer issues
  • Focused on solutions to more technical issues
  • Familiarity with G Suite of products
  • Ability to quickly learn new software
  • Your unique strengths - if you don't match everything we're looking for, tell us why you'd be a great fit in your cover letter. 

Compensation...

The salary range for this position is $40,000 - $70,000 annually. Final compensation for this role is determined by a variety of factors, such as a candidate's relevant work experience, skills, certifications, and geographic location. 

BombBomb Benefits Package includes:

  • Excellent Medical, Dental and Vision Benefits for you and your family (2 PPO + HSA option)
  • Flexible Paid Time Off program
  • 8 paid holidays
  • 401k Plan with employer match
  • 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

    Customer Success Manager

    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

    Marketing Scrum Master

    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 Marketing Manager

    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, flexible PTO and paid holidays, a 401k plan with company match, Short / Long term disability, and company paid life insurance. At BombBomb, you'll also find ample opportunities for professional growth - whether it's our formal mentorship program, or our annual professional development stipend.

    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 sync
    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
    Hiring Practices that Promote Diversity
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability Insurance
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    Life Insurance
    Pet Insurance
    Wellness Programs
    Mental Health Benefits
    Retirement & Stock Options Benefits
    401(K)
    401(K) Matching
    Company Equity
    Child Care & Parental Leave Benefits
    Flexible Work Schedule
    Remote Work Program
    Family Medical Leave
    Company sponsored family events
    Vacation & Time Off Benefits
    Generous PTO
    Paid Volunteer Time
    Sabbatical
    Paid Holidays
    Paid Sick Days
    Perks & Discounts
    Beer on Tap
    Casual Dress
    Company Outings
    Game Room
    Stocked Kitchen
    Some Meals Provided
    Happy Hours
    Parking
    Relocation Assistance
    Fitness Subsidies
    Professional Development Benefits
    Job Training & Conferences
    Diversity Program
    Lunch and learns
    Cross functional training encouraged
    Promote from within
    Mentorship program
    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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