Founded in 2008, BudURL is an innovative software solution focused on creating massive value from the daily interactions of the Internet.  Our customers are the largest and most prolific brands in the world and our team is the best and brightest at what they do.  We connect people to information by creating, managing, and reporting on the links that power the most popular campaigns throughout the world.

In addition to working with great people and great companies, we are also happy to offer:

• Healthcare Stipends – Use it with our insurance or your own
• Work from home – or wherever you are the most productive
• Professional Development Funds – we believe in continual education
• Flexible work schedules – for those times when 9-5 isn’t working
• Competitive compensation – let your success define your reward
• Growth Opportunities – expand your experience and your horizons

About the Position

BudURL is looking to broaden and improve upon our current client experience as we continue to expand our client base into new and existing enterprises. We are seeking a candidate who will grow alongside our team and business, and help us to seek out new and innovative ways to create maximum value within the client onboarding and retention process. The ideal candidate will have prior experience in new client onboarding and/or growing relationships within the client lifecycle.  As an excellent communicator, you will navigate our clients from around the world through a variety of puzzling challenges using multiple channels of engagement.

We are half problem solvers, half consultants – and all kinds of awesome. In this position you will be both proactive and reactive in delivering best-in-class technical and product expertise throughout the customer lifecycle.

Responsibilities

Must respond to inquiries via ticket systems, as well as via email, phone, and live chat. Thorough documentation and follow-through is essential – and you will help craft and maintain our knowledge base as well. You will strive to develop an in-depth aptitude for BudURL capabilities and their application within many different businesses in order to add significant value to the customer experience.

What You’ll Do Everyday:

• Provide a “Wow!” customer service experience via email, phone, chat and other communication channels
• Establish a deep knowledge of BudURL’s products and services
• Conduct welcome and trial conclusion calls to all new customers
• Coach new customers on how to implement BudURL for their organization
• Manage a knowledge base with detailed and current FAQ’s
• Conduct bi-weekly training webinars
• Communicate with management on client needs and issues
• Develop and implement methods to improve client satisfaction
• Identify and recommend improvements to the product and our processes
• Assist in quality assurance testing before application updates
• Own and execute the end-­to-­end experience for a wide variety of businesses on our self-service, BudURL Pro platform (our clients run the gamut from small, mom­-and­-pop operations to large, publicly traded corporations)
• Be a proactive and reactive resource to BudURL clients for our technical platform, as well as usage, policy, and best practices for our product
• Develop a deep understanding of key priorities, challenges, and potential roadblocks for new clients, and pro-actively develop strategies to meet those objectives
• Analyze our processes holistically to identify areas of opportunity:­ our company is growing, our clients are evolving, and methods can always be improved – your input will be valued and expected

Must-haves

• A good listener who is articulate, responsive, patient, and possesses the ability to explain a wide range of software concepts to clients with varying levels of technical knowledge
• 1-3 years of previous technical support or customer service experience
• Excellent problem solving and time-management skills
• Ability to analyze information and make recommendations or decisions in a dynamic, fast-paced environment
• Marketing & Business acumen; Web aficionado (you’ll be helping our customers grow their business, and many of them will be marketers- it helps to have your finger firmly on the pulse of the internet)
• Functional knowledge of SaaS platforms preferred