Job Description

Membrain is growing as an organization as well as a product as we are improving its capabilities and features every three weeks! To ensure our customers keep benefitting from all that Membrain has to offer, we are looking for a Customer Solutions Specialist based in Georgia, Michigan or Ohio to support our customer’s technical and business needs with Membrain’s capabilities. As a member of the Solutions team, you are a product expert and support our customers directly as well as collaborate closely with our Sales, Customer Success and Product teams, to ensure our customers are set up for success.Being a SOC2 compliantorganisation, a background check will be required when we get to the stage where we’ve made you an offer. Ensure tickets and chats in Membrain are responded to in a professional and timely manner Collaborate with colleagues on the Solutions team and the Product team to manage feature requests, bug reporting and ticket escalation Manage data import projects with and for customers Update and create help center articles, tutorials, and documentation to empower customers to use Membrain effectively Contribute to integration projects Be involved in designing and implement elegant and creative solutions to align with customer needs, providing technical insights and best practices for implementation Stay up-to-date with the latest product releases and updates to maintain an in-depth understanding of Membrain's features, functionalities, and integration capabilities Design effective ways to support customers who do not have a dedicated Customer Success Advocate Collaborate on cross-functional projects to enhance the overall customer experience Be curious about industry trends, the competitive landscape, and emerging technologies related to CRMs and sales effectiveness The output of your work: Timely and professional responses to tickets and chats Manage and complete data imports Create and update help centre resources About You You are: Committed to responsive and proactive customer service Attentive to details and curious by nature Good at explaining technical and complex issues in simple ways Well-organized with the ability to work independently and with a team Always looking for personal growth and sharingour values Resident of the State of Georgia, Michigan or Ohio in the United States You have: 3+ years of work experience in a technical customer-facing support role Experience working with data migration ( and integrations is a plus) The capacity to easily switch from one project to another High empathy and a customer service attitude Strong verbal and written communication skills in English A good understanding of sales processes and the sales landscape What it will look like During the first30 days, you will: Learn the foundation of why Membrain exists and how we serve our customers Have a solid understanding of Membrain's core features and functionalities Become familiar with the tools and platforms we use Successfully complete the first phases of Membrain’s onboarding program Respond to your first customer inquiries and simple technical requests Create and update several help centre articles or similar relevant documentation Ride-along a colleague to understand our data migration process After90 days, you will: Explain to others what Membrain does and how it works Have had contact with all team members Answer most tickets and chat inquiries from customers Expert in the tools we use Consistently update and create help centre articles Be responsible for your own data migration project Aftera year, you will: Know Membrain inside and out, tied to business benefits Become a role model for new hires and help the team grow Continually learn about all things needed to stay on top of your game Actively participate in cross-functional projects aimed at enhancing the overall customer experience Meet the Team What we offer Dynamic market The sales technology space is exploding, and you will work in a fast-paced market with plenty of innovation! Ambitious team You’ll work hard with our teams to deliver our brand promise: increased sales effectiveness for clients. Work from home By working from home, you'll be freed from the daily commute and can spend more quality time with your loved ones and your hobbies. International work environment You will collaborate daily with colleagues in North America and Europe using Zoom, Slack, and other online tools. Growth You’ll be getting both external and on-the-job training from your colleagues, and your career will grow along with the company. 25 vacation days per year - with 20 being mandatory We believe in taking time off to come back rejuvenated, motivated, and with great ideas, which is why we want all our team members to take time off to wind down. Health benefit Healthcare systems work very differently in different parts of the world and in the US, we offer to cover 100% of your premium for medical, dental and vision benefits so taking care of your health isn't a source of worry. Access to a 401(k) Savings Plan We each make personal decisions when it comes to how we choose to save. Therefore, we offer access to a 401(k) savings plan if you choose to put some money aside for your older days. Paid parental leave What is more important than our children? We will ensure that you spend quality time with your newborn, compensated and stress-free. Professional growth budget We want to invest in activities that enable you to expand and grow your professional skills because we believe learning and being on top of your game is an important contribution to keeping Membrain a leader in its field. Remote workspace allowance As it can be challenging to work all the time from home, we are offering a monthly allowance that you can expense for accessing a workspace outside your home. The "Think Big" day Once a quarter, we want you to take a day off from your regular duties to freely think about one specific challenge and create ideas on how it could best be solved for the benefit of our customers. From north to south, east to west, Membrain has thousands of happy clients all over the world. The Platform for B2B Companies Committed to Growth #J-18808-Ljbffr

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