👋 Hi, we are Akiflow
We are currently looking for a dedicated Customer Service Representative to join our fully remote and growing international team at Akiflow.
About Akiflow
Ranked #1 Product of the Day on Product Hunt and backed by Y Combinator, Akiflow is the ultimate time-blocking platform. At Akiflow, we help users to manage their time wisely by offering an all-in-one productivity hub, where you can access and plan all your tasks.
📝 Role Overview
As a Customer Care and Success Specialist, you'll be the face of our brand to our customers, delivering exceptional support to our valued users. Your exceptional communication skills and passion for helping others will enable you to provide solutions to a wide range of user inquiries, ensuring they maximize the benefits of our platform.
🤓 Requirements
- Education: Engineering graduate, MBA preferred
- Work experience: 3+ years experience in a customer service role, preferably in the SAAS technology industry, serving US, or European clients
- Strong problem-solving skills and the ability to troubleshoot technical issues
- Excellent verbal and written communication skills (English), with a keen eye for detail
- Empathy, listening skills and the ability to understand users' needs and challenges
- A self-starter attitude, with the ability to work independently and as part of a team
- Familiarity with customer service tools, such as helpdesk software and CRM systems
😊 Role and Responsibilities:
- Provide support to existing and prospective users, specially in the US time zone
- Respond promptly and professionally to user inquiries via intercom, slack, and email
- Do several 1:1 onboarding and feedback calls with users, on a daily basis
- Understand our users’ pain points, and become familiar with the personas that use Akiflow to understand them deeply
- Manage our feature request platform and Slack community, engaging with our users
- Manage our How to Use Guide to support our users’ learning
- Maintain expert knowledge of our platform, its features, and updates
- Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments
- Educate users on best practices, tips, and tricks for using the platform
- Collect and analyze user feedback to identify opportunities for product improvements and enhancements
- Collaborate with cross-functional teams to enhance the overall user experience
- Contribute to the development of customer service processes, policies, and training materials
- Stay informed of industry trends and best practices in customer support
🤝 What We Offer
- A competitive salary package (both fixed and performance-based), commensurate with experience
- Opportunity to work with a dynamic team dedicated to making a difference in users' lives
- Annual retreat in different countries across the globe
- Ongoing professional development
- Flexible, collaborative, fast-paced and innovative work environment
Akiflow
