Customer Support Specialist

It's with that in mind that Beyond is looking to add a Customer Support Specialist to join our growing Support Team. We pride ourselves on providing an outstanding customer experience and as the world and travel landscape shift around us, so too do the needs of our customers. This role plays a key component in ensuring that our customers not only survive but thrive in this environment.

Before reading further...

Beyond is passionate about diversity and cultivating our team’s potential. If you’re hungry for a good opportunity, but don't meet every point in this job description, please apply anyway!

As our Customer Support Specialist, you'll be responsible for:

• Providing thoughtful, empathetic, and personalized email and chat communication to Beyond users
• Responding to technical inquiries efficiently and concisely, while following the appropriate escalation process to ensure customers' needs are met in a timely manner
• Documenting learnings to assist troubleshooting efforts of other team members
• Troubleshooting integration-related questions and inquiries
• Managing the requests/questions of our clients in a timely manner adhering to SLA policies
• Proactively create expert customer content (e.g. support center articles, videos, webinars) to guide our customers
• Further developing customer support processes as our customer base continues to grow
• Owning performance to goal on customer satisfaction metrics (CSAT, SLA) and suggest ways to drive improvements in our metrics
• Providing live support over Zoom
• Assisting our Customer Support Generalist as needed

So what kind of person are we looking for in this role? The person who will be successful in this role will: 

• Strive to reinforce our expertise, professionalism, and thoughtfulness in each interaction with customers and partners
• Have a natural curiosity and desire to find the root cause of a problem 
• Like working with people and can use your strong interpersonal skills to communicate clearly and effectively with clients
• Be comfortable fielding inquiries from enterprise-level customers and handling integration-related question
• Be interested in personal and professional growth. The role will provide cross-functional business exposure and experience with the day-to-day operations of startup life, with the potential to grow in multiple areas of the company including Customer Success, Integration Support, Product, etc.

Now that we’ve told you what the job looks like, here are the qualifications we're looking for in a candidate:

• 2+ years of experience working in Customer Support or Service 
• Willing and able to work Monday - Friday in the US PST Time Zone 
• Located in Bangalore
• A passion for outstanding customer support and the role it plays in making the larger team successful
• Strong communication skill and experience communicating difficult, technical concepts with customers in a professional and thoughtful way
• An empathetic approach with the ability to understand customer pain points and genuine desire to help our customers resolve issues
• A drive to identify creative ways to improve the customer experience and don’t hesitate to suggest new, out-of-the-box ideas
• The desire to dive into issues and understand what is going on beneath the surface. You know when something is over your head and are not afraid to ask for help
• Experience balancing multiple tasks and customer needs simultaneously. Ability to prioritize your workday independently
• Ability to handle working in a fast-paced work environment
• Experience working with software or the ability to learn a wide variety of tools.
• Clear, concise, and effective written and oral communication skills.
• Experience with Kustomer, Jira, Slack
• Familiarity with Property Management Systems and/or the vacation rental market a plus

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

• Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
• Complete a short assignment relevant to the role
• Meet with our Senior Manager of Global Support for a deeper dive video conversation 
• Meet with a few additional members of the Customer Experience team
• Meet with our Director of Customer Success, SMB
• Meet with our Chief Revenue Officer

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