Customer Advocate

Time zone
Salary, USD
55,000 - 87,000/yr
Type
Full Time
Opening date
Closing date
21 Nov 2021
Views
231

Buffer is a platform of social media products made for small businesses. We help our customers stand out online and drive meaningful engagement and measurable results for their brand and bottom line. Our mission is to provide essential tools to help small businesses get off the ground and grow. Through exceptional customer service and uplifting content, we help companies believe they can succeed and do good along the way.

Our Culture and Values

Clear communication, transparency, open-mindedness, empathy, and patience are just a few of Buffer’s cultural values. We are looking for a person who understands this culture and will thrive within a team of people passionate about self-improvement, honesty, and openness. Here’s a guide on how we strive to communicate with customers.

Working at Buffer is collaborative effort built on the foundation of our core values. We try to be “No Ego Doers” who are aware of our assumptions, and joining us means you’ll work together with the team in order to test and confirm our ideas. In our career framework, we choose to focus on the journey, the growth, and evolution that is a career.

We’re cultivating a unique and robust culture, and building a different type of company that’s focused not only on the bottom line, but also the happiness and personal growth of our customers and team along the journey.

Where You’ll Work

Buffer is a fully distributed team, which means that we’re spread across the planet. We have Bufferoos in 15 countries, 11 timezones, and 42 cities around the world to build a great culture and product.

Customer Advocate

We’re passionate about guiding customers to success using Buffer’s products as well as helping them hit their social media goals. We’re looking for new members to join our Customer Advocacy team and help our customers get the most out of the entire Buffer platform.

For this role, we are hiring 1 teammate in GMT +7 to GMT +13. Sorry, but we CANNOT consider folks outside those timezone ranges, even those willing to work off hours or from another location.

If you do not live in those ranges but are still interested in being a Customer Advocate, we encourage you to check back at a later date for future roles!

Buffer is an equal opportunity employer with teammates all around the world. Our team is made up of individuals who hail from startups to the theatre – we value diverse and non-traditional backgrounds, and encourage all those who are interested in joining the journey to apply.

We’re aligned through Buffer’s values, and we celebrate our unique differences. We value creating a diverse and inclusive work environment and are actively working on building a culture where under-indexed groups are truly welcomed and can flourish.

We’re cultivating a unique and robust culture, and building a different type of company that’s focused not only on the bottom line, but also the happiness and personal growth of our customers and team along the journey. 

Where You’ll Work

Buffer is a fully distributed team, which means that we’re spread across the planet. We have Bufferoos in 15 countries, 11 timezones, and 42 cities around the world to build a great culture and product.

More About the Customer Advocate Role

For this role, we’re looking for a self-starter who’s outspoken, opinionated, and energized by the opportunity to take initiative and ensure our customers succeed at using Buffer. The right path to helping our customers isn’t always laid out clearly, so a strong ability to think on your feet is key.

We’re passionate about improving Buffer through feedback from customers and collaborating with engineers and designers to build solutions that generate the most impact. As we continue to grow our social media management offering, you can expect to demonstrate your skills and expertise by helping customers across the platform, and explore what it means to help them succeed at their business goals.

The Customer Advocacy team is 21 people strong, with team members spread out across APAC, Europe, Africa, the Middle East, and North America! We stay in close contact with each other over Slack, Dropbox Paper, Zoom, and through a yearly in-person work retreat somewhere around the globe.

Who You’ll Work With

In this role you’ll report to Ross, one of our Customer Advocacy Leads, and day-to-day you’ll work closely with and be supported by the entire Customer Advocacy team.

What You’ll Be Doing

  • Delighting customers creatively over email, live-chat, and social media.
  • Driving success for our customers with the Buffer platform and helping customers achieve their goals.
  • Working closely with our Quality Assurance team to escalate bugs and customer feedback.
  • Collaborating with your team daily over asynchronous channels like email and Slack, and weekly over live video syncs.
  • Growing as a technical support professional as you learn the ins and outs of the Buffer platform.
  • Working part of the weekend (one day).
  • As a teammate at Buffer, you will agree to uphold our values and code of conduct.

Helpful Skills and Experience

We’re looking for the “ideal candidate.” Not all of these are must haves so please take the leap to get in touch, even if you don’t feel you meet all criteria!

  • Prior customer support experience is required
  • Documented technical or advanced customer support experience. This experience would involve helping customers with issues that require research and reproducing issues, an advanced and in-depth knowledge of the product supported, or resolving issues that are explicitly technical in nature.
  • Strong verbal and written English communication skills.
  • Ability to organize, break down, and clearly articulate complex thoughts, ideas, and instructions in written form.
  • Strong ability to take initiative and confidently direct customer interactions.
  • Ability to thrive in ambiguity and fast-moving environments.
  • Ability to remain empathetic, even in difficult situations, and guide customers to efficient solutions. Gets satisfaction from helping others.
  • Clear understanding of how APIs work and how Buffer connects to third parties.
  • Strong organizational and time management skills.
  • Ability to work in a self-directed way with a high degree of motivation to set and achieve ambitious goals.
  • Well-practiced technical skills and experience working with more complex support (products that integrate with other products).
  • Comfortable working with customers over email, both public and private social media communications, and phone or chat environments.
  • Must live and work in the timezone range of GMT +7 to GMT +13

Perks and Benefits

We hope that you’re excited by the possibilities that come with working at Buffer! In addition to our unique culture, we also offer these fun perks and benefits.

  • Competitive salary: Our salary formula adjusts to your cost of living and experience. For this role, the range is: $55K – $87K USD.
  • Work remotely: Live and work wherever you like! We believe in folks working where they are happiest and most productive.
  • Health insurance: We offer health insurance for all of our team members, international or US.
  • Home office setup: Get a laptop + $500 to set up your home office.
  • Growth mindset fund: Extra money for learning and development.
  • Time to recharge: At least 3 weeks/year of minimum vacation, with no upper limit and currently we’re working a 4-day workweek.
  • 401(k): With 3% company match.
  • Profit sharing: When the company does well, all team members share the profits. We distribute 8-15% of profits annually to the team.
  • Family leave: 3 months of family leave for all parents, and more is possible.
  • Retreats: When we can, we meet in person for company get-togethers twice per year.
  • Working smarter stipend: Get some extra cash for a co-working space or coffee shop work.
  • Free books and Kindle: Get a free Kindle and all the free books – digital, physical, and audio – you like, anytime.
  • Sabbaticals: Take a 6-week break, fully paid, after every 5 years with Buffer.

What You Can Expect in the Hiring Process:

  • Step 1: Support Exercise. In this first step of the process, you’ll showcase your support skills in a brief exercise.
  • Step 2: Getting to know your values. We’ll chat over Zoom about your values and Buffer’s company culture.
  • Step 3: Getting to know your team. You’ll chat with potential teammates about what it’s like to be a member of the team, and also discuss some of the technical requirements.
  • Step 4: Getting to know your role. You’ll chat with Customer Advocacy leads so that we can learn more about your background, experience, and achievements.
  • Step 5: Getting to know your impact. You’ll speak directly with the VP of Advocacy to wrap up your applicant journey and further explore your potential impact at Buffer.
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