Remote Customer Support Specialist - Floor Plans Job in United States Tripleseat

Who you are

• 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

Desirables

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

What the job involves

• 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