Customer Support Executive (Remote)

CometChat Overview Our mission: Fuel customer growth through meaningful user-to-user engagement. CometChat is an all-in-one communication platform that enables businesses to easily integrate customized in-app messaging functionalities across text, voice, and video. This eliminates the need for businesses to start building a messaging module from scratch, and enables their end-users to communicate with each other, resulting in a unified customer experience, increased engagement and retention, and revenue growth. With CometChat's ready-to-use UI kits and powerful SDKs, product teams across start-ups and enterprises alike can easily roll out a feature-rich, scalable, and secure user to user communication module. Our company has seen rapid growth, thanks to several market validations, including our participation in Techstars Boulder Accelerator in 2019, followed by investments from experienced investors such as iSeed Ventures, Range Ventures, Silicon Badia, noncapital, and Matchstick... Ventures. CometChat raised a Series A round from Signal Peak Ventures. Beyond the market validation, we are fueled by real customer validation serving over 50K customers across the globe in several verticals ranging from dating apps, telehealth apps, and internet marketplaces to thriving global communities. With solid financials, strong organic growth, and increasing demand for in-app communication platforms, we are in an exciting rapid-scale phase. A global business from the start, we have 100+ team members across our Denver, Salt Lake, Mumbai, and Chennai offices. We are proud of our team and are always looking to expand our tribe! CometChat’s Mission Fuel customer growth through meaningful user to user engagement. CometChat’s Products CometChat offers a robust suite of cloud hosted text, voice and video options that meet businesses where they are–whether they need drag and drop plugins that can be ready within 30 minutes or if they want more advanced features and can invest development resources to launch the experience that will best serve their users. ● Quickly build a reliable & full featured chat experience into any mobile or web app ● Fully customizable SDKs and API designed to help companies ship faster At every step, CometChat helps customers solve complex infrastructure, performance and security challenges, regardless of the platform. But there is so much more! With over 20 ready to use extensions, customers can build an experience and get the data, analysis and insights they need to drive their business forward. CometChat’s solutions are perfect for every kind of user to user chat (groups & 1:1) including: ● Social community – Allowing people in online communities to interact without moving the conversation to another platform ● Marketplace – Enabling communications between buyers and sellers ● Events – Bringing thousands of users together to interact without diminishing the quality of the experience ● Telemedicine – Making connections between patients and providers more accessible ● Dating – Keeping people engaged while they connect with one another ● And more! CometChat is committed to fostering a culture of innovation & collaboration. Our people are our strength so we respect and nurture their individual talent and potential. Join us if you are looking to be a part of a high growth team! Primary responsibility would be: ● Responding to customer queries and resolving customer issues in a timely and accurate way, via live chat, email, or phone call. ● Troubleshoot bugs faced by our clients. This typically involves working with REST APIs, HTML/CSS and Javascript. ● Suggest ways to improve the process based on continued interactions with customers. ● Follow up with customers to ensure their technical issues are resolved. ● Keep records of customer interactions and feedback. ● Ensure speedy resolution of issues while maintaining high customer satisfaction. ● Partner cross-functionally with product, engineering, sales and marketing to stay up to date on the latest product developments. ● Develop a deep understanding of the product in order to advise customers about the most relevant features/functionality for their specific business needs. ● Collaborate with the technical team to resolve complex issues, escalating cases as necessary while keeping customers informed of progress. ● An understanding of the 'Customer First' principle and committed to consistently delivering high-quality customer support. Work Location: We operate on a remote model. Currently, our talent is spread across 14 different cities globally. Prioritised Experiences and Capabilities: ● Develop a deep understanding of the product in order to advise customers about the most relevant features and functionalities for their specific business needs. ● 1-2 years of work experience in a client-facing role (Preferably B2B SaaS). ● 1-2 years of experience in customer facing Chat & Email support. ● 1-2 years of experience using Help desk software or any other ticketing system. ● Excellent written and verbal communication skills. ● Ability to explain complex concepts through clear and accurate writing. ● People skills and having the gift of the gab to handle tricky situations. ● Ability to complete large volumes of work quickly and independently with a high level of drive, initiative and self-motivation. ● Comfortable working in a 24x7 rotational shift environment. Here are the values that act as a guardrail of our execution culture: Go above and beyond for the customer: We are obsessed with ensuring every customer is taken care of, no matter how big or small they are. We truly believe their problems are our problems, and will stop at next to nothing to see them succeed. Be relentless: Never stop innovating. Be relentless in trying new things, and improving our product. Challenge the status quo, embrace learning curves, and don’t be afraid to fail. Focus on the outcome and everything else will fall into place. Be genuine: Practice empathy. Anticipate customer needs, and solve them before they get there. If you don’t understand something, ask questions and learn. Have fun: Laugh. Be positive and kind. Make people feel good. Life is too short to not spend time doing what you love with folks you enjoy being around. Interview Process Our goal is to make sure you have the chance to get to know CometChat as we learn more about you. Through a series of conversations with CometChat’s founders and key stakeholders, we’ll want to learn more about your strategic and functional expertise, and your passion. We hope that you’ll bring questions and ideas to each conversation and suggest ways that we can get to know you and your capabilities better