Customer Success Consultant (Contract To Hire)

| Chicago

We are not in search of your average customer service associate. At Jiobit we recognize that our customers are the key to our company’s success. There’s no way around this. The customer success team is on the front lines, responsible for the happiness and loyalty of our customers. This goes well beyond just great service. We’re in search of a team member who can roll up their sleeves and drive bottom line growth by reducing churn, improving satisfaction, and creating advocates and promoters. If it sounds like you’ve found a great fit, then most likely you:

  • Look for new ways to solve problems and improve processes.
  • Can truly empathize with the different experiences and pain points of others.
  • Pride yourself on your ability to build trust and forge strong relationships.
  • Exercise a great deal of patience. A quality outcome is more important to you than checking the box and moving on.
  • Love being part of a hardworking team that depends on each other to achieve success.

 

The Opportunity

We are looking for a customer success consultant to add to our already amazingly talented team. The ideal candidate is excited about the opportunities that surface in a fast growing startup. You’re cool with a fast-paced environment and multitasking doesn’t scare you. You’re looking for a role that allows you to grow and make a meaningful impact in customers’ lives as well as our company’s future.. 

Here’s a look at your day-to-day:

  • Handle inbound calls and messages from our customers. Topics to include: Sales and product questions, product usage and setup support, general account management and billing inquiries, in depth technical troubleshooting.
  • Meticulously follow up with customers until issues or questions are resolved.
  • Partner with engineering and product teams to determine root cause of issues and determine a resolution.
  • Collect customer feedback and effectively track and communicate that to the appropriate channels (i.e. marketing, product development, etc).
  • Identify opportunities to  improve current processes to improve the overall customer experience.
  • Assist with the overall customer journey - ensuring engagement at every touchpoint and offer new ideas to improve. Don’t be shy!
  • Play a key role in new team member onboarding and training.

 

What You’ll Get:

This role is a contract to hire position. After a 60 day performance review you will have the opportunity to join us full time and take advantage of the following benefits:

  • Unlimited time off to juggle work/life balance
  • Flexible work hours and location (work from home optional on Tuesday/Thursdays + scheduled free time to work on other projects)
  • Company retreats 
  • Medical, dental, vision insurance (including 50% contribution for dependents)
  • Paid holidays
  • Short-term / Long-term Disability offered
  • 401(k)
  • Given the importance of this role for the long-term success of the company, equity compensation will be available for the right candidate 

 

Qualifications:

  • 2-3 years in a service industry role (consumer electronics experience is a plus)
  • Technical savvy with the ability to troubleshoot and problem solve
  • Friendly, helpful, & professional communication style via phone, messaging and email
  • Strong organizational skills with ability to prioritize and reliable follow-through
  • Energy and passion to support the team, the mission, and our customers
  • Roll-with-the-punches attitude and good sense of humor
  • Team player who is not too proud to seek help when needed or offer it to others.

 

About Us

Jiobit is the first of its kind patented location sharing platform, enabling the longest lasting and smallest real-time location products (indoor or out) with best-in-class security.

Featuring a host of encryption and security technologies, Jiobit is trusted by federal government customers, law enforcement professionals, and thousands of pet owners and families, with usage in every populated continent in the world.

Jiobit has won an Editor's Choice Award with PCMag and has been featured on CNBC, Buzzfeed, Techcrunch, and USA Today to name a few. Jiobit has offices in Chicago and Silicon Valley. With a strategic investment from Netgear, Inc., along with Chicago-based Venture Capital firm MATH Venture Partners, we are positioning the business for rapid growth.

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • Embedded CLanguages
    • GoLanguages
    • SpringFrameworks
    • AWSFrameworks
    • GCPFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • TrelloManagement
    • WebflowCMS
    • MailChimpEmail
    • SendGridEmail

Location

Heart of loop, an easy walk from both Metra train stations and nearly every El line. Quick stroll to the river or Millennium Park for an outdoor walk.

An Insider's view of Jiobit

What’s the vibe like in the office?

Working at Jiobit has enabled all of us the freedom to express our ideas, feedback, and to create projects within an open and trusting environment. This level of transparency has shaped and developed us to grow in a multitude of ways and pinpointing our niches or passions with the company as well as soaring to achieve them!

Kaylee

Customer Experience Consultant

How do you collaborate with other teams in the company?

We’re still a small team, so it feels more like people, not departments, working together to get projects done. I work with the customer experience team members to make improvements for individual customers as well as taking inspiration for improvements for all of our devices.

Ben

Sr. Firmware Engineer

What are some things you learned at the company?

Designing, building, and having ownership on resilient and high availability systems. I have full ownership of various parts of SW that has provided new perspectives on how to approach problems which need to be tackled. The decisions made to solve those problems directly impact our customers use and trust of our product and service on a daily basis

Adam

Sr. Cloud Engineer

How do your team's ideas influence the company's direction?

The customer experience (CX) team is not only the voice of the customer but also the voice of Jiobit. Each day we share ideas & make decisions to improve the customer's experience with our product and service. Our feedback impacts all areas of our business including our roadmap, how we position our product, and how we focus our engineering team.

Lindsay

Director of Customer Experience

What are Jiobit Perks + Benefits

Jiobit Benefits Overview

We celebrate our success with quarterly off-sites and team building events (kayaking, karaoke-ing, Cards Against Humanity-ing). We offer great benefits, flexible vacation policy, and in-office snacks and beverages.

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
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