← Current openings at Prospect.io

Customer Care Representative

Wavre (Belgium) + Remote

Prospect.io is a fast growing startup based in Wavre, Belgium. We help more than 900 enterprise worldwide to grow with our sales automation platform. Our mission is simple: ensuring that our customers aren’t just happy, but delighted to use our service. That's why we’re looking for a motivated Customer Care Representative (customer support) to help us achieve this mission.

We are a team of 12 people right now, but we have high ambitions and plan to double our size in 2019. You will not be a queue monkey. Sure, you'll have to get back to customers via email (we use Zendesk for customer support work) — that will always be there — but support is so much more than grinding through an inbox. This is a real problem-solving job.

You’ll have an incredible amount of autonomy in determining how best to contribute your talents to Prospect.io. Think a short video will help customers get started with a feature? Make it. Want to write a blog post to help our customer solve a specific problem they are facing? Go for it. There’s plenty of room for creativity and technical exploration when it comes to better serving our customers.

Your responsibilities

  • Become a product expert so you can understand how to help our customers
  • Handle customer questions and complaints, provide appropriate solutions and alternatives in a timely manner
  • Craft documentation and other support materials (like our Knowledge Base) that enable users to help themselves
  • Work closely with other teammates to improve our product by relaying customer insights

Success will be measured through customer feedback KPI’s such as satisfaction score, first touch resolution, ...

Requirements

  • Positive attitude, willingness to help and solve problems
  • Strong writing skills
  • The ability to communicate clearly, to adapt/respond to different types of characters through written and spoken English
  • Enjoy talking about technical concepts, have great analytical skills
  • Comfortable working in a true startup environment where things can change fast

+1 if you have one or more of the following:

  • You are a native (or equivalent) English speaker
  • Previous experience with Zendesk
  • Previous customer support experience in a B2B environment
  • Basic understanding of HTML, CSS and Javascript
  • French speaking
  • You can use Photoshop or video editing software

Benefits & Perks

  • Competitive salary
  • Super flexible working hours (we are a remote team)
  • Attend conferences on the topics that interest you and can help you do a better job
  • Regular team events (restaurants, fun activities)
  • Free Amazon Books
  • You'll be fully equipped to do your job (Macbook, software etc.)
  • A true "startup" environment with a lot of possibilities to express yourself

Our values

  • Customers First
  • No Bullshit
  • Think Outside The Box
  • Make Mistakes
  • Be Lazy
  • Only "No Ego" Doers
  • The Devil is in the Detail
  • Keep It Simple
  • Freedom & Responsibility
  • Have Fun & Be Happy

 

The best way to understand our values is to check our culture deck.

Location

Minimum 2 days at our awesome office in Wavre + Remote