CX

Customer Success Associate (Remote)

Remote   |   Full Time
About Remo:
Remo is the fastest growing interactive event, marketing, and educational platform. Built to take the pain out of online events at a time when larger in-person gatherings are difficult. Remo has gone from a simple product with a single mission of allowing for greater interactivity for online group event interactions, to be a robust platform to host professional conferences, virtual music concerts, sponsored and custom branded events across an unlimited spectrum of industries and even to be a virtual office for those who need that service. Remo is a platform that people use for many different use-cases (interaction moments), where you experience that the person that you are talking to is as close to a live in-person interaction as you might get in an online world. Remo Conference helps creators, coaches, and event organizers create immersive online events right from your computer, within your Chrome Browser. What’s unique is users can learn and connect just like in real life. Remo is the first web-video platform that allows people to have face-to-face networking online just like in-person events that build meaningful relationships and conversations. REMO's ease of use and customizable features have made it an exciting and attractive option for events. Loved by customers and by a culture that likes to customize, it is gaining in online event hosting recognition. With major offices in Seattle, WA, and Hong Kong, Remo is bringing a better way to gather, learn, and meet others.
REMO knows that great customer support is provided by both people and products. We are looking for a motivated person dedicated to providing excellent support by exceeding expectations through each interaction with REMO customers. This person will use their proximity to customers to identify issues to improve the customer's experience. You are a fiercely loyal advocate for our customers, a creative problem-solver, a collaborative team member and energized by working with people and solving problems.

More about the role:

• Effectively solve customer inquiries by phone, SMS, and email using a CRM tool (or another ticketing process?)
• Hold a high bar for effective and compassionate support when managing customer interactions
• Identify, document and follow up with engineers on product bugs and features
• Advocate for customers by identifying trends in issues and suggesting improvements to policies and products
• Recognize errors and draft improvements to content in the external Support Center and internal documentation
• Work with members of other teams to root out answers and be a resource to teammates
• Report to a Customer Success Lead

What you bring:

• Experience in direct customer or client-facing roles
• Genuine curiosity about people and business, while possessing the ability to inspire passion in others
• You are interested in implementing feedback and dedicated to personal improvement
• Comfort with ambiguity and resilient when facing rapid change
• Excellent organizational and time-management skills
• A desire to improve the customer experience
• A passion for the REMO Platform and growth and customers engaging with our platform
• The ability to navigate systems applications while driving resolutions with customers by phone and other forms of support
• An ability to work weekends as part of a rotating schedule; working-hours flexibility when required
• An ability to work public holidays as needed

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