Customer Advocate
New
T
TogetherWorkSaaS, Wellness
Remote (US), 9:30 - 5:30 PST // Noon - 8:00 ESTFull-TimeEntry
Salary45,000 USD per year
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Job Details
- Experience
- 1-2 year of work experience in a customer-facing role
- Required Skills
- JiraProblem SolvingCustomer SuccessSaaSZendeskAccount ManagementTechnical supportCustomer support
Requirements
- 1-2 years of work experience in a customer-facing role (customer success, account management, or client services).
- Exceptional written and verbal communication and interpersonal skills.
- Strong problem-solving skills and the ability to think strategically.
- Ability to work quickly and efficiently in a fast-paced environment while remaining calm under pressure.
- High capacity to handle fast-moving product changes.
- Willingness to assist with weekend email answering when necessary.
- Empathy and a genuine passion for helping customers succeed.
- Proficiency in Zendesk and JIRA or comparable ticket management software (preferred).
- Experience supporting customers in a SaaS environment (preferred).
- Previous experience in the massage or wellness industry (preferred).
- Experience working in a remote role (preferred).
Responsibilities
- Coach customers on software utilization to meet their specific business needs.
- Manage a shared queue of phone calls, emails, and live chats with a priority on phone support.
- Help practice owners evaluate subscription levels and explain software benefits for business growth.
- Contribute to the knowledge base by creating tutorials and help documentation.
- Collaborate via MS Teams to resolve unique cases with the Advocate team.
- Escalate complex technical issues to the Senior Advocate Team.
- Distinguish between bugs, feature requests, and user confusion based on product knowledge.
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