Customer Support Lead - Internationally Remote Role
Boundless, Portugal
Job Description
As the foundational Customer Support Lead at Boundless, you will be responsible for providing friendly and efficient support to our customers, helping them effectively use our HR and payroll software solutions. Your main goal will be to build a relationship with customers, while serving as the main point of contact for any queries related to HR, payroll and employment policies as well as any technical issues that affect the platform. A typical day will see you responding to customer inquiries via email, phone, and other communication channels, demonstrating a high level of professionalism and product expertise. Additionally, you will collaborate closely with the product and engineering teams to leverage customer feedback for continuous product improvement.
Key Responsibilities
- Serve as the primary point of contact to build strong relationships with Boundless customers (both with businesses and their employees), becoming the company's face and advocate
- Maintain a consistent approach in every customer interaction, ensuring that your actions reflect our commitment to excellent service
- Be the owner of educational resources, such as help center articles, internal documentation, and user guides to be used in customer self-service flows
- Respond to customer inquiries related to HR, payroll and employment policies as well as any technical issues that affect the platform
- Actively triage and escalate complex issues to relevant teams, making sure to follow the cases until they are resolved
- Participate in onboarding calls and walk customers through the Boundless platform, ensuring a smooth and inclusive transition onto our software
- Collect customer feedback and report trends to leadership, highlighting opportunities for product enhancement and service improvement
- Advocate for product improvements that address diverse customer needs and actively collaborate with product and engineering teams to fully understand opportunities/dependencies
- Manage product marketing initiatives on Intercom by overseeing customer messaging resulting from email announcements, ensuring messages are clear, timely, and catered to our audience's needs
Requirements
- Customer SupportExperience: Proven experience in providing friendly and empathetic customer support, with a focus on building positive relationships and ensuring customer satisfaction.
- Excellent Communication and Ownership: Exceptional verbal and written communication skills, adeptly conveying intricate technical details in a clear manner. Display a patient and supportive tone in customer education, embodying a strong presence as the face of the company.
- Data Analysis: Demonstrated ability to leverage data for customer insights and support improvements, with an aptitude for analyzing trends and patterns to enhance the customer experience.
- Product-Minded Approach to Customer Experience: Proactive attitude towards improving product features to enhance customer engagement and satisfaction.
- Learning amp; Development: A commitment to ongoing learning and development in the areas of customer experience, product amp; service knowledge, and data insights.
Bonus points if you
- Have a solid understanding of HR and Payroll processes
- Are passionate about the future of work and remote working
- Have experience with and a love for fast-paced, entrepreneurial start-up environments
Benefits
Boundless is a remote-first team. That means that you can work remotely from any of these countries that Boundless supports, and you will enjoy the security of having full, compliant employment through our own platform.
Time Off - Everyone in the team is entitled to 41 paid days off per year (including public holidays, 4 company days off, and birthday leave). Your well-being is a high priority. You are encouraged to use this allowance and have a proper break to recharge your batteries!
Flexible Working Hours - We work a standard 8 hours day but our core hours are 11.00-15.00 Dublin time, where you are expected to be contactable - leaving you to fit in the remaining 4 hours whenever works best for you. At Boundless, we want our work to fit our lifestyles. We don’t believe in counting hours and we want everyone to focus on goals and achievements instead. We know that everyone has different needs when it comes to how they work, when they’re most productive, and how they manage their life. We’re all responsible adults, and we trust each other.
Location Flexibility - We employ people all over the world, and you’re free to work from any of the countries here Boundless supports employment.<