Customer Success Specialist

| Austin

ScaleFactor, Austin’s Best Place to Work in 2017-2019, is a high-growth tech company that combines intuitive software with a dedicated team of in-house experts passionate about solving businesses’ accounting and finance needs. We are not your typical SaaS / Financial Technology company and you are not the typical Customer Success Specialist. If you are starting or in the early stage of your career, passionate about technology and innovation, looking for a cutting-edge place to learn, thrive and grow, let’s talk!

JOB TITLE: CUSTOMER SUCCESS SPECIALIST 

ABOUT YOU:

You are a multi-tasker and can handle and deliver on competing priorities and deliverables. Your can-do attitude inspires your team and your speed in accomplishing tasks helps you thrive in a fast-paced, evolving environment. Your incredible attention to details enables you to identify and resolve problems quickly while you gather and analyze information accurately. You are technically competent and can read through messages quickly for content and routing to specific departments. You have the ability to take complex ideas and communicate them and your superior communication skills enable you to get your point across completely and effectively. Your adaptability and resourcefulness to drive results create a direct impact in all areas of ScaleFactor, now and in the future.

Responsibilities:

Our Customer Success Specialist will work closely with our in house accountants, customer success managers and other stakeholders. Tasks will vary day to day but will include the following:

  • Providing Tier 1 support to customer inquiries
  • Reviewing and determining the next course of action based on message content
  • Determining next steps that meet customer needs quickly and accurately 
  • Maintaining accurate information and closing support requests in a timely manner
  • Upholding our Service Level Agreement of 24 business hour response time to all incoming requests 

Qualifications:

  • At least 1-year solid experience in a high volume comparable support role
  • Proficient in using software and working knowledge of accounting concepts
  • Experience using a software ticketing system similar to Jira, Confluence or ZenDesk

Bonus points:

  • Bachelor’s or Associate's degree in communications
  • Experience working for a software company
  • Financial Technology start-up company experience
  • Demonstrated results or proven track record in driving several projects simultaneously
  • Have worked with business owners and senior employees in previous roles

PERKS:

  • Work at one of Austin’s Best Places to Work in 2019 - Amazing culture, dynamic office, and work alongside the best and brightest in the industry
  • Competitive wage based on experience
  • Unlimited vacation, flexible hours and optional work offsite days
  • Stock options for all full-time employees
  • Unlimited cold brew coffee
  • Join us at our exciting new headquarters in hip East Austin

JOIN US!

If this role describes you, we look forward to receiving your complete application online!

  • Your one-page resume highlighting skills and requirements for the Customer Success Specialist position

Keywords: communication, messaging, specialist, ticketing, software, customer support, customer service, software support, call center, planning, attention to detail 

Other:


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • Ember.jsFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • DriftCRM
    • HubSpotEmail
    • Google SuiteEmail
    • Outreach.ioEmail
    • SalesforceEmail

Location

ScaleFactor is located in the up and coming East Austin neighborhood, filled with new & classic restaurants, trendy bars, and friendly neighbors.

An Insider's view of ScaleFactor

What’s the vibe like in the office?

We have a vibe unlike any office or business I have worked at. Our office is less about a location (although, we have a great space) and more about combining the variations in background and taste that everyone brings to the table. It’s so fun to watch us all grow and mesh together to create the “ScaleFactor vibe” knowing we all have a part in it.

Morgan

EA to the CEO

How do you collaborate with other teams in the company?

ScaleFactor is fast paced with lots of moving parts, so collaboration with other teams is key to keeping everyone on the same page. From understanding feature priorities from sales, working with marketing on product launches, to training and support for other internal teams, every team works together to keep us headed in the right direction.

Peter

Lead Sr Software Developer

How has your career grown since starting at the company?

Being one of the first employees, I can honestly say I’ve had a fun and unique experience. Since joining ScaleFactor, my career has skyrocketed! From working one on one with entrepreneurs to world class venture capitalists, I've developed an extensive catalog of experiences to draw from that have helped to prepare me for my career moving forward.

Zach

Controller

What are ScaleFactor Perks + Benefits

ScaleFactor Benefits Overview

Technology is nothing without the people behind it. It takes a team to build something great. Together, we work hard, learn from one another and celebrate our wins. We offer competitive salary based on experience. Health, dental, and vision benefits package. Unlimited vacation, flexible hours and optional work offsite days. We offer stock options for all our full time employees. Unlimited cold brew coffee, snacks, catered Friday lunch, and meals on work late days. We also welcome dogs and cats in our pet friendly offices located in hip East Austin!

Culture
Friends outside of work
Eat lunch together
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
ScaleFactor provides unlimited snacks, coffee, cold brews and drinks.
Some Meals Provided
ScaleFactor provides weekly catered meals on Fridays.
Happy Hours
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
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