DONUT IS SEEKING CUSTOMER SUPPORT SPECIALISTS
At Donut we are on a mission to create more trusting, collaborative, and successful work relationships. We believe genuine relationships are the key to being engaged, happy, and successful at work. Donut came together over a shared passion to help people connect, and the insight that strong relationships at work are the bedrock of a successful team. Employees who feel socially connected to their coworkers express greater individual purpose and fulfillment, less workplace loneliness and isolation, and improved performance and productivity. We are building a company that embodies those ideals while instilling them in others. *Please note our offices are closed from December 24th, 2020 - January 3rd, 2021. We appreciate your interest, and will respond to your application when we return! Happy holidays. About the Role Our customer team is a small but mighty duo supporting a fast-growing base of 12,000+ teams with big revenue goals. We’re looking for an experienced customer support specialist to help us to answer customer questions and resolve issues that range from questions on pricing to how to launch Donut successfully. While you’ll spend a large portion of your time working in our customer support platform to answer and resolve inbound customer inquiries, we’ll also be relying on your strategic expertise to: flag bugs, identify patterns or trends that need to be addressed, and to propose changes to automated workflows or our Help Center to better meet customer needs. As a part of a small team, you’ll make a BIG difference in our daily operations and our customers’ experience. What You'll Do
Provide real-time support to customers via chat and email (and occasionally via phone)
Provide implementation support and guidance
Work with our engineering team to squash bugs or implement special requests
Identify patterns in customer inquiries and feedback, and surface to both the customer and product teams
Optimize automated workflows and self-serve help materials
About You - Musts
3+ years of experience: In a customer support or experience role with some experience in tech
Speed: Ability to answer questions quickly and develop macros if needed.
Empathy + active listening: We love our customers, and know you will too! Curiosity, deep empathy, and patience are all important values in how we problem-solve for customers.
Self sufficiency: Our team is small and works independently, so you’ll be successful if you’re able to onboard quickly, research the answers to questions, and rely on past experience to make judgment calls with little to no hand-holding.
Based in North or South America and able to work 10am-6pm ET
Slack proficiency: Donut is a Slack-based product, so experience using Slack in a personal or professional setting will be important for success.
About You - Bonuses
Experience working with self-serve B2B SaaS
Familiarity with Intercom, Stripe, and Hubspot
*Please note our offices are closed from December 24th, 2020 - January 3rd, 2021. We appreciate your interest, and will respond to your application when we return! Happy holidays. Donut is an equal-opportunity employer and we value diversity, equity, and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.