Sr. Customer Love Engineer - EMEA

Headquarters: Remote First
URL: https://www.chilipiper.com/


Job Description
The goal of the Department of Customer Love is to be the voice of our customers and drive change (and we're proud to say we do a pretty dang good job at it, too). You’ll be the closest to the customer and interacting with them daily, so we’re leaning on you to identify and advocate for how we can keep improving the customer experience. Currently, we are looking to add a Senior Customer Love Engineer within the EMEA region.
What You'll Do 


Learn how Chili Piper works and why our customers use it


Shadow colleagues, learn best practices for what makes CP Customers successful


Resolve customer questions in chat, email, and over zoom


Master your knowledge of the Chili Piper product and have a deep understanding of how our customers use Chili Piper to achieve their goals


Juggle customer conversations while maintaining five-star customer service standards


Guide new customers through their first steps with Chili Piper via short onboarding calls


Ensure timely and thoughtful follow-up through our support channels to help them see early value and stick with the product


Work closely with customers and our product team to  help ship changes that reduce the number of product-related questions


Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome


Consistently set, deliver on, and exceed customer-centric objectives with meaningful outcomes 


Analyze logs to find specific incident events


Replicate behaviors or bugs


Keep an eye on critical issues and alert the engineering team


Who You Are 


Personable, kind, and you love helping customers


Curious, motivated, and you love problem solving


A team player. You are very comfortable asking for help and always ready to help others


A quick learner of complex concepts


Qualifications
What We're Looking For


Experience with CSS/HTML/Javascript & REST API’s


Experience with Support ticketing software (Zendesk, Helpscout, Intercom, etc….)


Experience with logs (AWS, Google Cloud, Graylog)


General knowledge about APIs and endpoints


Experience with JIRA


3+ years in software (SaaS) customer support


Experience guiding new customers through onboarding or implementation processes


Proven ability to communicate complex workflows in simple, actionable steps


Salesforce Admin Certified a plus


Marketo, Hubspot, Pardot, or Eloqua certified a plus


Must be based within EMEA



To apply: https://weworkremotely.com/remote-jobs/chili-piper-sr-customer-love-engineer-emea