Department: Customer Success
Getting anything from point A to B in the world takes millions of people in unsung roles. They are vital to making global commerce work. ClearMetal enables people in logistics to easily collaborate, solve problems, and ultimately deliver a superior customer experience. We do this by surfacing trustworthy data, providing visibility into the future of their shipments, and identifying risk so that corrective action can be taken.
ClearMetal was founded in 2014 by Stanford and Google alumni who set out to prove supply chains and logistics could be fundamentally transformed by artificial intelligence and machine learning technologies. Today ClearMetal applies these technologies to the challenges of our customers' supply chains.
ClearMetal's Customer Success Team is looking for an exceptional Customer Support Representative to join our growing group. You will be working on:
-Frontline for ClearMetal in providing support for our software applications to our enterprise customer base
-Become a product expert to be well-equipped to answer customer questions
-Assist customers in resolving issues, utilizing in-app chat functionality to troubleshoot and follow-up directly with customers on issue through resolution
-Raise problems to technical teams (Product & Engineering) as needed, following the standard support process for ticket creation to clearly address issues and drive resolution internally
-Diligently follow up with customers, especially when an issue cannot be resolved quickly, and provide updates throughout resolution process
-Monitor ongoing customer interactions with the product, ensure customer needs are being met, and ClearMetal’s products and services are aligned
-Monitor and understand customers’ top business needs and blockers to usage, using analytics on support cases and customer feedback. Share this information internally in a structured manner to ensure customer needs are being met and ClearMetal’s products and services are aligned
-Compile information as needed around ticket creation, management and resolution for internal and external (customer facing) reports
-Meet with key customer contacts on a regular basis to share support metrics
-Add new content to Knowledge Base and product functionality is enhanced and questions frequently arise for which an article answering the questions does not already exist
-Create re-usable customer facing templates to common and known questions
-Assist in data research, analysis and follow up as needed with customers and trading partners
What does an ideal candidate look like?
-Excellent communication (verbal and written), interpersonal, organizational, and presentation skills
-2-5 years of experience in technical support positions
-Business analyst experience (review, analyze, and evaluate business systems and user needs. Document requirements, define scope and objectives, and formulate systems to parallel overall business strategies)
-Ability to train customers in the use of software and applications (teaching at their level)
-Experience with ticketing tools (such as: Intercom, ServiceHub, ZenDesk)
-A calm, cool head with a focus on issue resolution in a fast-paced, high-pressure environment
-Self-motivated, proactive, detail-oriented, and organized
-Able to learn and understand new technology quickly
-Bachelor’s degree in a related field (technical or business)
How will success be measured?
The candidate’s success will be determined by how quickly they can ramp up and deliver professional, timely and quality support to our users. Working closely with the Customer Success, Product and Engineering group, a set of metrics and measurements will be developed to measure the quality of support provided, along with a clear set of quarterly and annual goals.
What are the must haves:
-2+ years of customer service experience, preferably in a tech-related field
-Top-notch communication and interpersonal skills (written, phone, in-person)
-Excellent problem solving skills
Nice to haves:
-Functional SQL and database knowledge
-Deep knowledge of transportation, logistics and supply chain domains
-Direct operational experience in any transport sector of the supply chain
Why is this position exciting?
-Get involved in a product based on AI and Machine Learning
-Be appreciated for your unique knowledge and expertise in a dynamic and innovative environment
-Work for fast paced, innovative Silicon Valley startup in the heart of San Francisco