Associate Customer Care Agent

Résumé du poste

Provide outstanding customer service via email, phone, and chat to resolve general and technical inquiries. Manage support tickets through all stages, investigate bugs, and proactively communicate issues to customers.

Détails du poste

About Staffbase We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication with the first AI-native Employee Experience Platform. Our industry-leading and award-winning agentic AI communications channels - intranet, employee app and email solutions - create engaging experiences that connect and empower employees. Headquartered in Chemnitz, Germany and New York City, with offices in Berlin, London, Sydney, Tokyo, Prague, and Minneapolis–St. Paul, our diverse team of 750+ employees supports 2,000+ customers—reaching over 16.4 million employees—in transforming their employee experience. We are proud to be a Unicorn company—privately valued at over $1 billion—demonstrating strong growth, innovation, and lasting impact in our industry. Together, we’re shaping the future of workplace communication. Staffbase is looking for an Associate Customer Care Agent. In this role, you will mainly focus on supporting our customers with all kinds of inquiries to ensure the customers’ ongoing satisfaction. With your deep product knowledge, you will be in direct contact with our customers and other internal teams, primarily with Development and Customer Success Management departments. To support our customers as best as possible, we are looking for colleagues who are open to work from 8am - 4pm Central Time, Monday to Friday. What you’ll be doing Provide outstanding customer service mainly via email, phone, and in the future, also live chat Answer general queries, after-sales requests, product, and technical inquiries Take ownership of the support tickets and be responsible for funneling them through all process stages until you find the perfect solution Investigate potential bugs and errors, escalate if necessary, and inform other parts of the team continuously Reaching out proactively to customers who might face an issue to inform them about it What you need to be successful Experience in a customer support role with an ability to talk to customers via phone, email, and live chat Working experience in a customer-facing role, and you enjoy interacting with customers on a day-to-day basis You are able to communicate on a high level with customers and internal stakeholders, e.g., Sales, Development, and Account Management General understanding of how HTML/CSS works Excellent communication skills You are a motivated team player with passion, humor, and enthusiasm, who enjoys working in an international and diverse environment You are a tech and smartphone-savvy person Experience with a ticket system (e.g. Zendesk) and live-chat system (e.g. Intercom) is a big plus What you'll get Competitive Compensation - we offer attractive salary packages including LTIP (unit-based Long Term Incentive Plan) Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $2400 Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August Support - we’re offering a RRSP plan with company match and health plans, including dental & vision as well as competitive Paid Parental Leave to support new parents Volunteer Day - you’ll get one day off per year for supporting a social project In compliance with local law, we are disclosing the compensation, or a range thereof. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Staffbase's total compensation package for employees. Pay Range: $50,000 - $54,000 CAD base salary per year. Other rewards may include commissions and program-specific awards. In addition, Staffbase provides a variety of benefits to employees, including health insurance coverage, equity, paid parental leave, an employee growth budget, life and disability insurance, a retirement savings plan, wellness days, paid holidays and paid time off (PTO). #LI-AC1

Ce que vous ferez

Provide outstanding customer service via email, phone, and chat to resolve general and technical inquiries. Manage support tickets through all stages, investigate bugs, and proactively communicate issues to customers.

Exigences

Requires experience in a customer-facing support role with strong communication skills and a general understanding of HTML/CSS. Proficiency with ticket systems like Zendesk or Intercom is considered a significant advantage.

Avantages

• Long Term Incentive Plan (LTIP) • Flexible working time models • Hybrid work option • Yearly flex work allowance of $2400 • 31 vacation days annually • Paid Fridays off during August • RRSP plan with company match • Health plans including dental and vision • Paid Parental Leave • Volunteer Day • Equity • Employee growth budget • Life and disability insurance • Wellness days • Paid holidays

Compétences indiquées

• Service à la clientèle · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Service
• Email Support
• Phone Support
• Live Chat Support
• HTML
• CSS
• Ticket Systems
• Zendesk
• Intercom
• Technical Troubleshooting
• Stakeholder Communication
• Problem Solving
• Product Knowledge
• Smartphone Operation
• Agentic AI
• Customer Success Management
• Workplace Communication
• Time Off Management
• HyperText Markup Language (HTML)
• Account Management
• Customer Support
• Management
• Communication
• Sales
• Innovation
• Intranet
• Sales Development
• Enthusiasm

Domaines d’emploi

• Customer Service & Support
• Technology
• Software
• Customer Care Associate
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives