As a software company, ReviewTrackers empowers businesses to better understand their customers through advanced reviews and customer feedback technology. Our platform aggregates our customer’s reviews allowing them to analyze, amplify, and maximize customer feedback to accelerate customer acquisition and improve customer retention while driving more authentic connections. 

At ReviewTrackers, we cultivate an inclusive, equitable, dynamic, and communicative team environment. We value crafting a team with diverse backgrounds and mindsets while respecting a healthy expression of opinions. We support and inspire our team to experiment with new ideas while collaborating and communicating with one another to find creative solutions. 

ReviewTrackers is currently looking for a passionate, self-motivated, and collaborative Customer Support Specialist to join our Customer Success Team. The customer success team at ReviewTrackers serves as a blend of account management, product enablement, and customer support. We pride ourselves on providing friendly, patient, and concise next-level guidance to optimize our customer’s road to success. This role is responsible for managing and driving engagement with our enterprise and mid-market partners. Join us as we continue to change the way businesses interact with their customers!

Remote. #LI-remote

What you will be working on:

• You will support a large volume of customer inquiries while implementing a strategic escalation of unresolved customer issues to appropriate teams
• You will provide troubleshooting, best practices for using ReviewTrackers software, and guidance about the reputation management industry via email, phone, and chat
• You will help support our Manager Services solution
• You will demo our product to new and existing customers
• You will assistance writing and curating customer-facing help center articles and other internal documents

Who you will be working with:

• You will report directly to our Support & Services Manager
• You will be on a team of other Customer Support Specialists while working daily with our Customer Success Managers 
• You will work cross-functionally with all ReviewTrackers team members through entire customer lifecycle; help with projects to create sales resources, references, case studies, onboarding process, quality assurance assistance, and training webinars

What you bring to the table:

• Excellent communication and collaboration skills
• You have at least 6 months to a year of experience working in working in customer service, customer support, community management, or account management
• You have prior experience working in a SaaS environment (preferred but, not required)
• You have a self-starter mindset and a sense of independence A love for Murder-Mystery podcasts - the whole team listens so, come prepared

Perks and Benefits at ReviewTrackers:

• 100% company-paid premiums for health, dental, vision, life, short-term disability, and long-term disability insurance 
• BlueCross BlueShield healthcare benefits are available for families. 
• Flexible PTO policy
• Company-sponsored 401K matching at 3%
• FSA or HSA benefits are available 
• Pre-taxed transit benefits 
• Diversity & Inclusion Culture Group and company-wide training(s)
• Volunteer & Fundraising initiatives 
• Monthly All-Hands meeting with all ReviewTrackers departments to discuss what each team is working on and reiterate its mission
• Company Kindle, along with unlimited books of your choice
• Stocked Kitchen with snacks and drinks (when we’re back in the office)
• Company monthly Lunch n’ Learns with lunch provided (when we’re back in the office) 
• Monthly ‘Take Your Coworker to Lunch’ paid for by ReviewTrackers (when we’re back in the office)

ReviewTrackers provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.