Customer Success Specialist
Propelus$60,000 - $70,000/year
Full Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, HR Tech, SaaSIndustries
Requirements
- 3+ years of experience in high-velocity technical support for a SaaS product
- Experience using help desk systems (Intercom, Zendesk, Freshdesk, etc.) as your primary tool in previous roles
- Demonstrated expertise in resourceful problem-solving, creative troubleshooting, and investigative questioning techniques
- Strong technical understanding of how email, SSO, and SFTP work (preferred)
- Ability to explain technical issues in simplified terms (preferred)
- Natural curiosity: always looking for opportunities to learn, grow and give/receive feedback (preferred)
- Ability to maneuver through ambiguous situations with a positive attitude (preferred)
- Ability to work from the San Francisco office up to 1-2 days a week
Responsibilities
- Serve as the first point of contact for global customers via support channels (email, chat, video conference)
- Answer all questions related to the Culture Amp platform and escalate when necessary
- Educate and empower customers to be better Culture Amp users and become People Geeks
- Serve as an internal resource for all departments (e.g., responding to quick questions in Slack or joining virtual meetings as the product expert)
- Ensure customer data is handled securely and manage internal requests for access to accounts
- Be a customer advocate by providing feedback to the product and engineering team on platform improvements
Skills
Customer Support
Technical Troubleshooting
Product Knowledge
Email Support
Chat Support
Video Conferencing
Issue Investigation
Customer Education
Culture Amp
People analytics platform for employee engagement
About Culture Amp
Culture Amp provides a people analytics platform aimed at improving employee engagement, performance, and retention within organizations. The platform includes tools for gathering and analyzing employee feedback, conducting performance reviews, and monitoring goals. By utilizing powerful analytics and action planning features, Culture Amp helps businesses make informed, data-driven decisions to enhance workplace culture and employee experience. Unlike many competitors, Culture Amp focuses specifically on the HR technology sector, which is rapidly expanding as companies prioritize employee engagement. The company operates on a subscription-based model, offering various pricing tiers tailored to the size of the organization and the features needed.
Melbourne, AustraliaHeadquarters
2009Year Founded
$267.4MTotal Funding
SERIES_FCompany Stage
Data & Analytics, ConsultingIndustries
1,001-5,000Employees
Benefits
Employee Share Options Program
Professional Development Budget
Mental Health Support
Monthly Camper Life Allowance
Team budgets dedicated to team building activities and connection
Paid Vacation
Paid Holidays
Extended year-end breaks
Excellent parental leave and in work support program available from day 1 of joining Culture Amp
5 Social Impact Days a year to make a positive impact on the community outside of work
Home Office Stipend
Medical insurance coverage for you and your family (Available for US & UK only)
Risks
Emerging HR tech startups offering cheaper solutions threaten Culture Amp's market share.
Rapid AI advancements may require Culture Amp to invest heavily to stay competitive.
Data privacy concerns and regulatory changes could impact Culture Amp's operations in key markets.
Differentiation
Culture Amp integrates AI to streamline HR feedback analysis, enhancing efficiency.
The acquisition of Orgnostic boosts Culture Amp's data analytics capabilities significantly.
Culture Amp's People Analytics product offers a unified platform for comprehensive workforce insights.
Upsides
Neera Desai's appointment as GM could strengthen Culture Amp's North American market presence.
Collaboration with Sonder emphasizes employee wellbeing, potentially leading to new wellness features.
AI integration in feedback analysis allows HR teams to focus on strategic initiatives.
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