Do you thrive in a warm environment where there is a clearly defined process and your role requires someone with a friendly and approachable style? Would others describe you as reliable and accurate as well as calm and methodical? If so, Black Spectacles’ Customer Success Representative role may be the perfect opportunity for you to grow in your career!

At Black Spectacles, we’re a purpose driven company, aimed squarely at educating and inspiring architects across the world so they can thrive in their careers.

Our platform attracts architects around the world who want to push the limits of their industry. Our content — which includes podcasts, design tutorials and exam prep — helps architects keep pace with emerging technologies and software so they can do their best work.

Black Spectacles is Chicago-based with a fully remote staff. We are a Great Place to Work-Certified™ company and ranked #11 in Education on the INC. 5000 America’s Fastest Growing Company List in 2019. To keep that momentum going strong, we’re expanding our team of enthusiastic go-getters. We’re on the hunt for a Customer Success Representative to assist with questions and troubleshoot issues with Black Spectacles users, guide leads from all inbound messages during evenings and weekends, and coordinating our live Virtual Workshops every Sunday afternoon.

You will:

• Manage and respond to inbound messages from customers and non-customers, giving each person a world class experience. There will be outbound, proactive communication via various channels as needed.
• Support our Sunday afternoon workshops, ensuring smooth operation, all related inbound messages are responded to immediately, and serve as the primary point of contact for our instructors.
• Execute all pre and post workshop tasks.
• Be the front line of support for customers during evenings and weekends to ensure satisfaction with our products and their experience.

• Provide information, answer questions, respond to complaints, and troubleshoot from inbound emails and live chat.
• Establish and meet agreed upon performance metrics.
• Appropriately categorize customer messages using our tagging system.

Requirements

• You have demonstrated success in a customer service related role.
• You have outstanding written and verbal communication skills.
• You have the ability to accept criticism and work well under pressure.
• You posses intermediate computer skills and knowledge.
• Familiarity with messaging platforms (Intercom, Zendesk, Freshdesk, or similar).
• Strong attention to detail.
• You're willing to be accountable to our customers’ success, you encourage and respect your teammates, and you're careful and thoughtful with your work.
• Evening and weekend availability a must.
• Must be available to travel to Chicago for quarterly team gatherings.

Benefits

• 'Work from wherever' policy
• Unlimited Vacation
• Blue Cross Blue Shield health, dental, vision, short-term / long-term disability and life insurance.
• Flexible Savings Accounts and Health Savings Accounts
• 401k with Employer match
• Profit sharing program
• Employee referral program
• Commuter pre-tax program
• Frequent team events & quarterly social gatherings

Black Spectacles is an equal opportunity employer.