We are looking for a Senior Customer Support Specialist to support our growing customer base in getting the most out of our products. Our view is that customer success is about a subtle shift from focusing on making excellent products to making excellent users.
This position will support Postmark, a cloud email infrastructure product that allows businesses to send and receive transactional and bulk emails from their applications. Customers can also use Postmark for their transactional emails within ActiveCampaign (our parent company). We aim to make email seamless, dependable, and easy for product teams and marketers. Postmark customers have a range of backgrounds so you should be comfortable supporting non-technical users as well as highly experienced developers.
What your day could consist of:
- Being the first point of troubleshooting customers when they reach out for assistance
- Helping new customers get up to speed quickly, triaging issues, and answering technical questions from potential customers
- Educating customers on industry best practices
- Creating customer-facing help documentation and user guides
- Maintaining our internal knowledge base
- Communicating to customers primarily via email, and at times via chat and zoom
- Participating in on-call rotation for Account Compliance
- Representing the voice of the customer to our product, marketing, and engineering teams
- Helping our team identify where we can better meet the needs of our customers
- Collaborating with your teammates to troubleshoot complex problems
- Empowering developers to do their best work—and having fun doing it.
What is needed:
- You know what an API is (or you’re interested in learning how to support an API-based product) and are comfortable answering questions about topics like DNS settings
- You’ve previously thrived in customer support for a SaaS product with a minimum of 3 years experience
- You have an understanding of email technology and authentication topics like SMTP, SPF, DKIM, and DMARC
- You are fluent in English and can demonstrate clear and concise written communication skills
- Your wide skill set allows you to get up to speed quickly when learning new products
- You’re patient and empathetic towards others with a strong desire to learn and teach
About ActiveCampaign:
We are a category-defining Customer Experience Automation Platform (CXA) that helps over 185,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to 850+ pre-built automations that combine email marketing, marketing automation, CRM, and machine learning for powerful segmentation and personalization across social, email, messaging, chat, and text.
As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success.
As one of the fastest-growing SaaS companies in the world, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently, and join us in our mission to grow our customer base from 185,000 today to millions. We have been ranked in Best Places to Work on Built In Chicago in 2023, a best workplace for remote employees by Quartz and received recognition as a great place to work across all of our regions, and continue to be globally recognized for our employee-centric culture here.
Perks and benefits:
ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. You can see more of the details here, but some of our most popular benefits include:
-Comprehensive health and wellness benefits (including no premiums for employees on our HSA plan, telehealth and tele-mental health, and access to the Calm app for meditation)
-Open paid time off
-Generous 401(k) matching with no vesting
-Generous stipend to outfit your remote office
-Access to life coaches via Modern Health
-Cool swag
ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.
Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members.