Customer Happiness (Support & Success)
You know how no one picks up the phone these days?
Or when you call someone and their voicemail says, “Don’t
leave me a voicemail. Just text me.”
See, that’s the problem businesses face every day when
trying to reach their leads, customers, and clients.
They’re stuck doing things the old way (calling,
voice-mailing, emailing) and getting old school results.
The new way to instantly engage with your leads and
customers is with text messaging from real local phone numbers.
That's where Salesmsg comes into the picture...
Salesmsg is a two-way text messaging software that helps
businesses send and receive SMS text and MMS picture messages online or on the
go.
"It's like Gmail for text messaging for your
business."
We’ve all heard the saying, “it takes a village to raise a
child”, but when it comes to your business, “it takes a team to grow and
scale.”
And because we’re growing at a pretty nice clip each month,
we need your help to keep this train movin’ to change the way business gets
done at SalesMessage.com
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// THE POSITION //
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We need the most help in this core area…
Customer success and customer support.
Actually, there’s a lot of hats that you’ll be wearing so
you’ll need to have lots of different skills to truly thrive in this
position.
It’s not a “let me wait for things to happen” kind of job.
If that’s what you’re thinking you can move on and submit
your application to one of our competitors. They love slackers. :)
In fact, here’s what we’re all about as a company and more
importantly, who this position is NOT for.
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// OUR CORE VALUES //
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1. We Figure It Out
If you’re not inquisitive, curious, and goal oriented - this
isn’t for you. There are things that will happen that will require you to dig a
bit deeper to “figure it out." So if you’re expecting to let the customer
or someone else figure it out for you, wrong company dude.
2. Insatiable Learning
There’s a wealth of knowledge in books, articles, videos,
courses, training events, and everywhere you look. Just Google it. If you can’t
“figure it out” yourself, trust me, someone else already has for you. So if
you're not resourceful, then please move on.
3. Keep it Real & Conversational
Seeing things for “how they truly are” gives us power. In
fact, we have "be real" in order to survive and thrive. So if you
like to dance around issues and not get to the root of the problem to make the
necessary calls... again, you won’t make it here.
4. What’s Next Mindset
Things are a changin’ and we look to the future to figure
out what’s next. How can we improve? What trend is coming/happening and how can
we lean into that? Thinking about the past too much and not searching for ways
to improve for the future… I think you know what I’m going to say.
Okay, with that out of the way, let’s get into what this
role will look like for you…
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// THE ROLE //
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The role is about 80% support (reactive > keeping the
customer happy) and 20% success (pro-active > helping the customer get
success with Salesmsg to stick and love us).
You must be authorized to work in the USA.
On the SUPPORT side, you’ll be doing things like… (80% of
your day)
- Helping
customers and potential customers on LIVE Chat (we use Intercom)
- Figuring
out the “problem” the customer is having with our software. ("My text
didn’t get sent, what happened?")
- Relaying
bugs to our development team to get taken care of (we use Jira)
- Creating
user stories around customers wants, needs, issues (Jira)
- Responding
to email tickets in Zendesk
- Using
Stripe to process payments, refunds, and all things billing
- Create
systems for tracking bugs, feature requests, and better ways to improve
our support process and channel
- Create,
edit, and continuously update our knowledgebase so our customers don’t
have to bother you on how to do the simple things.
- Create
videos and animated gif's that show people how to DO things (people love
walk-throughs)
- Help
qualify leads and send these to the Sales team
On the SUCCESS side, here are some things that you’ll be
doing… (20% of your day)
- Design
a “health check” sequence, system and process for engaging, checking up to
ensure that these new trials get value and see “success” with Salesmsg
- Host
group & 1-on-1 demo’s, webinars, and training with leads and customers
weekly and monthly
- Create
surveys and google forms to gain feedback from current customers
- Reach
out to “likely to churn” customers to help them get value from Salesmsg
- Engage
with canceling customers and design a system for tracking for later
followup.
- Speak
with customers on the phone, text message, live chat, email, and other
channels to help them with whatever questions they have.
And that’s just a few of the many things you’ll be doing.
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// WHAT'S THE TYPE OF PERSON THAT WILL BE SUCCESSFUL IN
THIS ROLE? //
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1. You Actually Like People.
Shocker!
You truly have to enjoy speaking with people and working
with them intelligently. In fact, you get joy by helping them get the result
they want. And if you can’t help them or our product doesn't serve them -
you're completely honest and transparent with them, “this isn't a good fit for
you and here’s why...”
2. You’re Inquisitive & Technical.
You like to figure out how and why things work. In other
words, you’re a lover of product and have a burning need to understand the
products nuances so you can speak intelligently about it rather than a word
bumbler.
3. You Take Initiative.
You are the type that finds things that need improvement and
you take action. Like I mentioned before, “you’ll be wearing lots of hats” so
if you’re the type that's waiting for me or someone else to tell you what to
do, please don’t apply.
4. You’re Goal Oriented.
Like, you actually set goals and create a plan to achieve
them. Not like a new years resolution that feels great for 27 hours then you
quit. You set out to produce real results and outcomes that are tied to a big
fat hairy audacious goal.
Like a big hairy goalball.
Aka: You get things done and you love the rush of
accomplishment.
5. You Enjoy Working Remotely.
Just left your comfy office job and like the idea of
“working from home?” I can guarantee that your application won’t get past the
first step.
To succeed in this position, you’ve been working from home
for a while, know the pro’s, con’s, and have a comfortable + stable place to
work from and enjoy it.
6. You’re Hungry To Grow.
It’s true. We’re a fast-growing company, but if you’re not
interested in growing, then we can’t serve you. In this growth-oriented role,
you’ll have the opportunity to grow into a larger role to potentially lead a
team. We want to help grow as much as you want the company to grow.
Still here?
Good.
So now comes the fun part…
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// HOW WE WORK //
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- I
think it goes without saying, but “We Work Remotely” too.
- We
have a real office in Delray Beach, FL two blocks from the beach. (And
it's really nice)
- Our
team is spread across the USA, Europe, and Asia (Florida, Colorado,
Wisconsin, Texas, Bosnia Herzegovina, and the Philippines)
- We
love planning. So each year we get together for a retreat to work backward
to create our Annual Aim, Quarterly Rocks, Monthly Outcomes, Weekly Goals,
and Daily Tasks. (It’s not perfect, but it’s good enough for now. You can
help improve this too.)
- We
love EOS. (it's not blockchain) Google it. (and if I ask you and you know
what it is > **bonus points**)
- Slack
is the way we roll. Gifs are mandatory.
- Our
company hours are 9-5 EASTERN timezone as the team is “online” during
these hours to help get things done. From time to time there are late
nights with a new release so your position may require some later hours.
And most importantly…
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// YOU, & THE GOODIES YOU GET AS A TEAM MEMBER //
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First, you’ll start out as a contractor for a 90 day
"is this a fit" period. If it’s not a fit (for you and the company),
we’ll let you know fast so we don’t waste your time to keep you from finding
the perfect position somewhere else.
If and when we think that it’s a “fit” you’ll become a
salaried employee with good ol' benefits.
- BENEFIT
#1: Annual retreats somewhere in the USA. Paid for by the
company.
- BENEFIT
#2: Medical, dental match program. Need coverage? We got you
covered. :)
- BENEFIT
#3: Travel to cool events, seminars, conferences, and other
places to learn more and promote the Salesmsg brand and company. (We’re
sponsoring HubSpot’s Inbound in Boston in Sept.)
And last but not least…
- BENEFIT
#4: You'll have an opportunity to directly and globally impact
the way messaging gets done for thousands of businesses. My ultimate goal
is to give you so much value from your experience with us, that when you look
back you can always lean on being “one of the first hires” at Salesmsg.
And have it actually bring you clout and credibility throughout your
career.
So there you have it.
Are you a match? Do you want a REAL challenge?
Then, I think you know what to do next.
Oh, and one last thing.
Be different in your application. I’d rather watch paint dry
while pulling my nails out, then go through 500 resumes that are boring, bland,
and uninteresting.
If you want this position… stand out.
Cheers,
Chris, CEO
P.S. I don't have all of the answers, nor does anyone on our
team.
We're winging it just as much as the other guys. So if
you're expecting perfection, you won't find it here.
If you're okay with bruises, cuts by a thousand knives, and
more good days mixed with bad days as we grow and scale "as a team" -
then, this might be right for you.
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