Customer Support Specialist

| Austin
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NOTE: Candidates must be US citizens/Permanent Residents located in NY, CA, WA or TX or be willing to relocate

Customer Support Specialist

Who Is AppSumo

AppSumo is the tech powerhouse you’ve probably never heard of. We’ve helped launch MailChimp, Evernote, and Dropbox (to name a few) — over 1,500 startups have come through our doors and become household names in software. (Learn more about us here!)

Our motto? The tools you need to run your business shouldn’t put you out of business. And we’re committed to bringing our community the absolute best deals on software. With thousands of successful product launches and over a million entrepreneurs served, we’re looking to take AppSumo to the next level. 

That’s where you, the Customer Support Specialist comes in.


About This Role

This job is all about ensuring that our customers have a seamless AppSumo experience. If you’re a detail-oriented people-person with excellent written communication skills, then this role is for you. It’s designed for someone that is excited to connect with customers and help them resolve their issues quickly. If you’re a creative problem-solver and believe in putting yourself in the shoes of customers you’re trying to help, we want to talk to you!

On the day to day, you’ll be:

  • Guiding customers through the buying process, answering questions specific to AppSumo’s offerings, and resolving any customer requests
  • Taking charge of solving support tickets with clear, concise, and positive communication in a timely manner
  • Using software like HelpScout and Sprout to communicate directly with customers 

This is a unique role that requires nerves of steel, an endless capacity for patience, and a heart that can warm up the coldest of customers. Kill ‘em with kindness is your mantra. Our ideal candidate has: 

  • 2+ years of experience providing customer support in a technical environment, ideally for a SaaS, ecommerce, or web applications
  • Impeccable written communication skills
  • The ability to prioritize, stay organized, and pay attention to details under pressure
  • A passion for stellar customer service

In the first three months of this role, success means managing a high volume of support tickets while ensuring prompt resolutions, tailoring email response templates, and creating new procedures that streamline the customer support process. 


Who Thrives at AppSumo

Every company is unique, and we want to make sure we’re a good fit for you. Here’s who we’re looking for:

  • You’re resourceful and seek creative solutions when faced with obstacles
  • You get sh*t done — results > Powerpoints
  • You love to learn. If you geek out over tech and design after hours, you’ll fit right in
  • You don’t take yourself too seriously — save your blazer for your cousin’s Bar Mitzvah
  • You like to get your hands dirty — good leadership means rolling up your sleeves 

Pay & Benefits

We provide a competitive compensation and benefits package. Due to the coronavirus, our team is remaining remote through summer of 2021, and it is currently optional to go into our Austin office. 

When at the office, you’ll be equipped with a standing desk, a monitor, and any other tech you need to feel productive. Oh, and you can bring your dog to work. We love your dog :)

In addition, we offer a stocked fridge, any snacks you want, and (once we’re allowed outside again) two all-expenses paid company trips with the team to the local Sheraton — just kidding: last year, we went to an all-inclusive resort in Costa Rica; you can check it out here.

At AppSumo, we treat all of our teammates like adults and trust that when you have something to do, you’ll get it done. If you need to run an errand, hit the gym, or meet a friend for lunch, you’re encouraged to do so. You can work from home as often as you need to, and you’ll have unlimited vacation days to go on adventures. (Everyone says it, but we mean it: We expect you to take time for yourself.)

We’re committed to creating a diverse, supportive, and collaborative working environment — every person we bring onto the team helps cultivate a culture that we’re proud of.

Up for the challenge? Let’s do this :)


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Location

Our office is in a trendy area along E. 6th St, within walking distance of plenty of restaurants & bars. We’re also close to the train for commuters!

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