The Inbound Experience Associate (IXA) is a new role at Gtmhub designed to be the first line of communication with prospects and customers ensuring an excellent customer service to companies of all sizes. This position is a NON-Technical role interfacing with almost all parts of the Gtmhub business in responding quickly to questions, issues, and comments ensuring a fulfilling resolution to those inquiries. Our Customer Experience is unique as our platform hosts customer’s strategies (Objectives and Key Results - OKRs) highlighting the opportunity for a consultative approach in addition to providing traditional product support. Our ideal candidate is eager to learn, hyper-attentive to detail, and is excited to spearhead our customer support. This will be a chance to mold a new role at a scaling organization with a company that grew 3x in 2020 and has just raised a Series B of $30 million. This position will report to our Head of Customer Experience and will be based out of Denver, Colorado but fully remote in the US is optional.

Requirements

What You’ll Do

• Respond to customer queries in a timely (within SLAs - Service Level Agreements) & accurate way, via Intercom chat with additional support over email and phone/Zoom.
• Help prospects navigate trials as well as help convert those trials to full-time customers.
• Become an expert on Gtmhub’s platform to resolve product questions from new prospects to self-serve power users.
• Keep up to date with Gtmhub to leverage new features and functionalities to solve customer queries.
• Establish and maintain good rapport with customers by communicating effectively and efficiently while anticipating their needs.
• Work cross-functionally with Sales, Customer Success, Technical Support, Product & Engineering to diagnose, resolve and enhance product issues as well as answer OKR methodology questions.
• Document new processes, drive help articles (on Intercom) and share with teammates effective workarounds & solutions.
• Proactively identify ways to improve our customer experience by leveraging your customer interactions - you'll play an integral role in how we evolve our support experience your very job itself!
• Represent the voice of the customer to effectively communicate product improvements to our Product & Engineering teams.
• Build a sustainable and mutually beneficial relationship between customers and the Gtmhub brand.

About Yourself

• A passion for speaking with customers daily and a capacity for patience as well as empathy.
• Knowledgeable or eager to learn the SaaS marketplace and wants to apply that knowledge to Customer Experience.
• Exceptional interpersonal skills and a customer-centered approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.
• Intercom experience is a massive plus.
• Previous customer support/service/care experience is also a big plus having worked with SLAs, ticketing/chat, and supporting support software and frameworks.
• We're a start-up and thus being a self-starter with a good attitude will be well received!
• Experience with OKRs, Chargebee, Salesforce, Jira, and ZenDesk, are pluses!

Benefits

• Salary range of $45-55k + Quarterly transparent bonuses
• Employee Stock Option Plan
• Unlimited PTO
• 100% employer covered Health, Dental & Vision plans with FSA/HSA options
• Both 401k & Roth 401k options
• Participate and influence an exploding new market (OKRs)
• An engineering and technical support team that executes like non-other
• A culture that fosters career development and values working together as a team
• A high performing company that likes to execute as much as it likes to have fun doing it