We are.

We are Wave Nine, the not-so-typical consultancy from Silicon Valley that practices startup spirit and speed. Together with our strategic partner WorkBoard, Inc., we bring purpose to employees and results to companies. Based on a framework called Objectives and Key Results (OKRs), we help companies gain competitive advantage through high alignment on purpose, strong focus, and transparency. We combine consulting services with a category-defining software platform backed by leading investors such as Andreessen Horowitz, Microsoft, and Softbank.

To complement our growing team, we are looking for a Customer Support and Operations Specialist who will not just sit on the sidelines. You will create long-term value for Wave Nine by driving our content operations. We practice new work and plan to continue working remotely, with occasional on-site client engagements.

The Job – What you will do

Main Responsibilities include:

• Learn and master the OKR Software that we use to best help and understand the needs of our customers. Software training will be provided.
• Engage with customers in a real-time through live chat platforms, addressing their inquiries, resolving issues and providing prompt and helpful responses.
• Handle customer inquiries via e-Mail, and chat, giving prompt answers to customer questions adhering to Service Level Agreement (SLA) deadlines. This is a non-voice support position.
• Take ownership of customer issues, drive resolutions, and escalate unresolved issues to relevant internal teams. Proactively investigate if you don’t have enough information to answer customer questions or resolve issues.
• Document knowledge as solution articles, and keep records of customer interactions, process customer accounts and file documents.
• Work closely with the Customer Support team to continue improving our customer support process.

Other Responsibilities, might include but may not be limited to:

• Being also part of the operations team, you will help with general administrative tasks and will performs other related duties as assigned during low ticket times.
• These tasks may include email and calendar management, scheduling, research, data entry, file management, etc.

Requirements – What we look for

• 2+ years of experience in the customer service industry.
• Previous experience in a client-facing customer support role, preferably in a B2B SaaS company.
• Confident self-starter with a customer-centric mindset who gets a kick from resolving customers’ problems.
• Experience in CRM / ticket management tools and practices. Hubspot Knowledge is desired but not a must.
• Excellent English written and verbal communication skills.
• Detail-orientated, independent and proactive personality.
• Exceptional ability to juggle multiple tasks, drive projects to completion, gain support and information, and prioritize work to deliver to goals.
• Experience in general administrative tasks is desired as this will be your secondary role after customer service support. Proficiency in using Microsoft Office Suite is highly preferred.
• Bachelor degree or higher education highly desired
• Background in IT is an advantage. Experience in using Airtable and setting up automations via Zaper, is a plus.
• Must be willing to work in a possible shifting schedule – CET, PST, and Ph Time

Benefits – What we offer

• An international team who believes that every member enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges.
• Learn about Silicon Valley methods by working directly with companies and San Francisco Bay Area leaders.
• Competitive salary.

IMPORTANT NOTE:

• Please send us a link to your CV, otherwise your application will not be considered.