RRemoteville
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Customer Support Specialist - Floor Plans

Skills
3D ModelingCustomer DemosCustomer ExperienceCustomer InteractionCustomer SatisfactionCustomer SupportOrganization Skills
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 3-4 years of experience in customer service in a SaaS/Cloud-based environment
  • Familiarity with tools like Airtable, CRM systems such as Hubspot, and customer support platforms such as Zendesk
  • Ability to clearly and effectively communicate complex technical information to customers, both in writing and verbally, and conduct engaging training sessions
  • Strong organizational skills to manage custom requests
  • Develop a deep understanding of Tripleseat’s Floor Plans product to provide expert advice and troubleshoot customer issues effectively
  • Ability to work closely with internal teams, including product development and our international design and support team, to ensure a cohesive support experience for customers

Nice to have

  • Event management/hospitality industry experience
  • Supporting SMBs in a SaaS environment
  • Background in training or instructional design
  • Billing/invoicing/handling financial transactions experience

Day to day

  • Provide exceptional support and service to event planners, venues, and vendors, ensuring they maximize the value of our Floor Plans tool
  • Manage communications across multiple channels (including email, live chat, and SMS), assist with troubleshooting, and collaborate with various teams to provide a seamless customer experience
  • Track customer feedback, monitor planner NPS scores, and compile monthly metrics to inform product improvements and enhance the customer experience