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Customer Support Specialist



Customer Service
Posted on Thursday, February 16, 2023
Do you enjoy working with clients and simplifying complex solutions? Do you love the challenge of solving a difficult problem and developing alternate solutions? Have you worked in a startup environment and enjoyed the open yet hard-working culture? Are you a tech geek and/or marketing novice?
If you said yes to any or all of these, you could be a fit for our Customer Experience Specialist team!

What your day could consist of:

  • Obtain advanced knowledge of ActiveCampaign features and services.
  • Effectively resolve a high volume of customer enquiries via multi-channel support (email, live chat, phone and screen sharing etc.) in an accurate and timely manner. Typical enquiries range from account issues to diagnosing complex software issues.
  • Roughly 60% of your day will be required to be in live channels while 40% of your time will be spent solving customer enquiries via email.
  • Compose thoughtful, personalized responses for a variety of customer requests.
  • Formulate alternative or unique solutions based on best practices for technical scenarios to help clients achieve their goals and help them to utilize our platform.
  • Maintain quality in a high velocity environment by keeping composed to best help users in potentially tense and difficult situations.
  • Monitor and respond to user-reported issues as well as infrastructure alerts promptly and professionally; ensure issues are tracked through to resolution.
  • Proactively identify improvements to the product and customer facing resources, isolate and reproduce bugs and otherwise determine high-impact opportunities to enhance the customer experience.
  • Partner with development teams to drive stability, operational excellence, author KB articles, and a culture of efficiency.
  • Keep on top of the latest news in regards to email marketing, deliverability and small business marketing in general.
  • Most importantly, build upon ActiveCampaign’s goal of creating the best customer experience in the industry as we look for our own platform to improve the customer experience of over one million growing businesses.

What is needed:

  • Ability to speak and write fluently in English; Spanish is a plus.
  • 1 - 2 years of experience within technical support troubleshooting – Ideally supporting customers for SaaS solutions.
  • Have strong analytical, organizational, written, and verbal communication skills.
  • Ability to efficiently respond to a significant number of emails, live chats and phone calls per day and produce high quality answers.
  • Strong level of curiosity and solutions oriented mindset with the ability to create memorable customer experiences and explain technical problems succinctly and clearly.
  • A natural problem solver, who can think under pressure and flourishes in a fast-paced environment.
  • A passion for customer support and about the role it plays in making a customer-centric team successful.
  • An entrepreneurial spirit and attitude.
  • A self-motivated, curious learner and proactive team player mindset with innovative ideas to inspire customer adoption.
  • Excellent communication and conflict resolution skills & the ability to relate to others under pressure.
About ActiveCampaign:
We are a category-defining Customer Experience Automation Platform (CXA) that helps over 185,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to 850+ pre-built automations that combine email marketing, marketing automation, CRM, and machine learning for powerful segmentation and personalization across social, email, messaging, chat, and text.
As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success. You can find out more about our DEI initiatives here.
As one of the fastest-growing SaaS companies in the world, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently, and join us in our mission to grow our customer base from 185,000 today to millions. We have been ranked in Best Places to Work on Built In Chicago in 2023, a best workplace for remote employees by Quartz and received recognition as a great place to work across all of our regions, and continue to be globally recognized for our employee-centric culture here.
Perks and benefits:
ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. You can see more of the details here, but some of our most popular benefits include:
-Comprehensive health and wellness benefits (including no premiums for employees on our HSA plan, telehealth and tele-mental health, and access to the Calm app for meditation)
-Open paid time off
-Generous stipend to outfit your remote office
-Access to life coaches via Modern Health
-Cool swag
ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.
Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members.