Customer Support Specialist

Wynter

Remote is within the USA. Remote only

Full time

Sep 12

About CXL

CXL is an e-learning company focused on digital marketing. It's 90% recurring revenue, so similar to a SaaS business. 

We’re a small but ambitious business, with a big impact. We punch above our weight. 

Since our inception in 2011, we’ve made a name for ourselves as the top resource for conversion optimization expertise. We deliver known quality and have a strong brand with raving customers. We've built a reputation as THE destination for data-driven marketing training. 

We run 2 world-class conferences each year - CXL Live and Elite Camp. We have offices in Tallinn, Estonia and Austin, TX, USA. 

We’re self-funded, profitable, and grew 45% during the pandemic. We’re proud of that, but we want to grow faster.

Help us turn our customers into raving fans. Make customer happiness happen.

The customer success team is at the core of CXL’s mission.

CXL is about helping teams of marketers, analytics and optimization specialists become the best in the game. We’re about giving people an unfair advantage. And customer success people are there to guide our customers along the way - from helping people decide which training programs to enroll in to seeing them through.

From day one, the customer success team has been CXL ’s connection to the customer - figuring out their needs, establishing product-customer fit, providing a positive onboarding experience, communicating via live chat, email and phone to ensure that we exceed customers' expectations, and acting as an ambassador of our brand.


WHY WORK AT CXL

Our team is comprised of people who give 100%.

If you’re one of those people who always gives 100% of yourself, and aim for 110%, we’re waiting for you. We value proactivity and passion, and we strive for excellence above all.

This is an important role for the company where you can have a lot of impact. You'll have big responsibilities, plenty of autonomy and the opportunity to quickly level up your career.


THE ROLE

Your primary responsibility will be providing customer support and answering pre-sales questions via live chat and email. This will also include basic troubleshooting, documenting and reporting bugs and content issues, and proactively following up with internal stakeholders about them.

If you're motivated by helping people, setting and achieving goals, have high emotional intelligence, a passion for delighting customers, and want to be a part of building something incredible, we want to talk to you!

What you'll do:

  • Run our live chat: provide instant replies to prospects asking about our training programs and customers seeking assistance.
  • Provide personalized support that aligns with our company brand and voice, directly impacting our customer retention.
  • Troubleshoot and solve platform-related issues for customers.
  • Identify trends and areas for improvement, so we can continually serve customers better.
  • Take ownership of your results by driving high quality customer service.
  • Be empowered to think independently and critically, going above-and-beyond to deliver the right solution for each customer.
  • Interviewing customers, doing user research to understand whats their goals are, and how we can better help them achieve them.

Qualifications:

  • Impeccable written and verbal communication skills in English. Must respect grammar and professional writing style
  • A love for people, and a genuine desire to help them succeed
  • Lots of comfort with a role where the majority of time is spent talking to people - over live chat and phone
  • Consultation/sales experience is a strong plus
  • B2B customer service experience is ideal
  • An exemplary work ethic, a "get it done" attitude, a proactive mindset and high personal accountability
  • Basic to medium experience with WordPress is another strong plus.


Why work with us?

Learn from people who know their stuff. We have serious A-players on the team.

Work on exciting things. The world is your playground. We have exciting clients and interesting projects. 

Personal development. We support your growth with mentorship, necessary books, courses, and so on. You get to work with people that push you to become better.

Freedom. No one will micromanage you. You have the freedom to take on and lead new projects within the company as long as they support our overall goals. 

Be part of something big. Who thinks small remains small. Be surrounded by people going places.Your role and responsibilities in our company can grow with you. Daniel Pink wrote this in his seminal book "Drive": People are most motivated by having autonomy, mastery, and purpose. We make sure you get a ton of all three.  

  • Competitive salary 
  • 28 paid vacation days + national holidays
  • -n-office gym - sound body, sound mind (Tallinn and Austin only)
  • All-you-can-learn from CXL Institute: full access to all courses - we are an education business after all
  • Unlimited sick leave - stay home, get well
  • 100% remote and flexible working hours - we care about shipping, not when you are at the office

Apply for this position Back to job

You must be logged in to to apply to this job.

Apply

Your application has been successfully submitted.

Please fix the errors below and resubmit.

Something went wrong. Please try again later or contact us.

Personal Information

Profile

View resume

Details

Wynter

Win on messaging. Learn what your target customers want, how they think, and how what you're saying is landing on them.

{{notification.msg}}