Customer Advocate

Customer Advocate

Customer Advocate- Tier 1

Location: Remote (US)

Schedule: 9:30 - 5:30 PST // Noon - 8:00 EST.

We're looking for our next Customer Advocate to join our team! If you're looking for meaningful work alongside a great team, love technology and interacting with customers, please continue reading! Preference will be given to candidates with experience supporting customers in a SaaS environment. If you are passionate about customer success and looking to grow your career in a company that is customer-driven and places as high a value on customer relationships, this role is for you. This is a PST position. Candidates must be able to work 9:30 - 5:30 PST // Noon - 8:00 EST.

Our team of Customer Advocates are the face of our company and play a vital role in driving product adoption. We are focused on developing and maintaining exceptional relationships with our customers. The foundation of all our interactions is to reduce customer effort, create super users of our application, and deliver the best customer service experience in the industry.

What You'll Be Doing

As a Customer Advocate, you'll role is to:

• Coach our customers on how to best use the software for their business' needs. You'll work out of a shared queue of phone calls, emails, and live chats, with a priority on phone support.
• Help customers to grow and manage their practices; offer creative solutions for their unique business needs and communicate what you learn to the rest of the team to improve our software.
• Help practice owners determine which subscription level is best for their business and clearly explain the benefits of using our software to grow their client base.
• Own your work and ensure it's of the highest quality by checking it against our shared standards for excellence.
• Contribute to our growing knowledge base of tutorials and help documentation.
• Utilize a variety of MS Team channels for collaborating on unique cases with the rest of the Advocate team.
• Escalate complex issues to our Senior Advocate Team.
• Rely on your expert product knowledge to distinguish between bugs, requests for improvement, and areas of confusion for customers.
• Share knowledge with the team, rally around shared team goals, and celebrate wins along the way.
• You are a great listener, and you keep your cool in stressful situations. You are willing to stay on the phone longer than might be necessary. If someone is frustrated, you don't escalate with them. You remain in control while building rapport through your kind nature and willingness to understand another's perspective.
• You have an admirable level of empathy that is innate to who you are as a person, not just on the job. You genuinely desire to help others and learn from their experiences. You keep things personable, while not taking customer frustrations personally.
• You adapt to changes quickly. This is a fast-moving software company that releases significant product changes every three weeks. You take the initiative to master the product and are prepared to help a customer navigate changes that affect them. If a critical bug is disrupting Support, you don't freak out. You adjust your routine to better serve the customer while ensuring our team stays focused and on-task together.
• You take initiative and don't wait to be told exactly how to do something or respond. We trust our team to do what is in the best interest of the customer, and you are often the source of determining what is best. Your hands aren't tied just because you don't see it in writing.
• You go above and beyond what the customer is asking and anticipate what they might want to know next. You take note of what features they are using incorrectly and coach them on features they could be using to grow their business and revenue.
• You are a natural problem-solver. You don't have to see things in black and white. You not only love the challenge of ambiguity, you thrive on it. You think critically, can quickly spot trends that are not always visible on the surface, and take what you learn from one support case and apply it to the next. You document your findings along the way in our Help Center.

What You'll Bring:

• 1-2 year of work experience in a customer-facing role, preferably in customer success, account management, or client services
• A desire to build a career in customer support and have longevity with our team
• Ability to work collaboratively with cross-functional teams
• Exceptional written and verbal communication and interpersonal skills
• Empathy and a genuine passion for helping customers succeed
• Willingness to help with weekend email answering when needed
• Strong problem-solving skills and the ability to think strategically
• Ability to remove barriers to understanding by communicating clear, detailed, and engaging instructions for customers to follow.
• Ability to work quickly and efficiently in a fast-paced environment and remain calm under pressure
• Proven proficiency in problem solving
• Curiosity and a passion for learning
• High capacity/not easily overwhelmed

Preferred

• Experience supporting customers in a SaaS environment
• Previous experience in a help desk or technical support role.
• Zendesk and JIRA or comparable ticket management software
• Previous experience working in the massage and or wellness industry
• Experience working in a remote role
• Bilingual

Work Authorization Notice: Candidates must be authorized to work in the United States for the duration of employment without requiring current or future employer sponsorship of any kind, including but not limited to OPT, STEM OPT, H-1B, or any other visa classification.

The Company offers a comprehensive employee benefits program, including:

Medical, dental, and vision insurance options 100% Employer paid short/long term disability 100% employer-paid Basic Life and AD&D insurance 401(k) retirement plan with a 100% company match up to 4% Flexible paid personal/vacation time built on mutual trust and accountability 10 sick days annually 10 company paid holidays 12 weeks paid parental leave

Salary Range Disclosure The base range represents the low and high end of the TogetherWork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of TogetherWork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range 45,000

Inclusion and Diversity: TogetherWork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. TogetherWork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

Interview Process & Expectations Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.

To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual's judgment, problem-solving approach, and communication.