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 of these plans BombBomb covers 100% for the Employee)
• Flexible Paid Time Off program
• 8 paid holidays
• 401k Plan with employer match
• Mental Health Days - First Friday of every month off
• Monthly Internet stipend
• New Hire Home Office set-up bonus
• Annual Education / Development for your career growth