Customer Success Representative (CSR)

Company Snapshot:
Belfry is a venture-backed software company based in NYC on a mission to make our lives safer with the most modern operating system for security guard services companies. Security services are a $50 billion industry in the United States alone, serving to protect individuals and important assets, yet the industry has lacked intuitive, modern software for effective management of security workforce and operations.

Role Overview:
We are seeking a dynamic and versatile individual to join our fast-growing team as a Customer Success Representative, with a focus on providing payroll and/or accounting related customer support. This role will play a pivotal part in both establishing and executing on processes to ensure maximal client retention, advocacy, and expansion.

What You'll Own:
Your primary responsibility is to ensure that our customers get timely and accurate technical assistance with questions or any issues they encounter with the Belfry platform. To do so, you will:

• Manage inbound tickets, troubleshoot issues, and resolve requests within SLA.

• Provide guidance and training on Belfry’s payroll, accounting and workforce management features.

• Contribute to our knowledge base, tutorials, and FAQs.

• Escalate critical issues, identify customer trends, and surface feedback to improve the product.

• Contribute to refining processes that make our support team more efficient and scalable.

• Act as a customer advocate within the company, gathering feedback, escalating critical issues, identifying trends, and working closely with cross-functional teams to address customer needs

Qualifications:

• West-coast locality - or ability to work west coast business hours for an extended period of time.

• Experience in product support or a customer-facing role for B2B SaaS platform.

• Payroll experience: either supporting a payroll platform (Rippling, ADP, Paychex, Gusto, Quickbooks, etc.) or managing payroll for an organization.

• Accounting software experience: supporting accounting software such as Quickbooks, Xero, Zoho, Netsuite, etc.)

• Strong troubleshooting and research skills; being able to use the resources around you to research and solve customer issues.

• Familiarity with using AI tools with an emphasis on prompt quality.

• Comfort explaining technical concepts simply.

• A high level of organization, attention to detail, and the ability to manage multiple priorities proactively and effectively

• Ability to deescalate difficult customer situations with empathy and strong interpersonal skills.

• Self-motivated, with a strong sense of ownership and a desire to contribute to the growth and success of a startup

• Team Player: Ability to work well on a team, collaborate, and receive feedback

• Pluses:

  • Data analytical skills

  • Experience using support systems (Intercom)

  • Startup experience (Series A / Series B)

Benefits:

• Competitive salary

• An incredible team with fantastic experience and track record

• Equity in a high growth start-up w/ a clear path to significant outcomes

• Fully covered healthcare, dental, and vision coverage

• Unlimited PTO (and strong encouragement to use it!) + 11 paid holidays

Exciting challenges lie ahead. Let’s get to work!