Customer Support Representative

About Beautiful.ai

Beautiful.ai is changing the way the world presents by building fast, foolproof tools that enable anyone to tell visual stories that win. The Beautiful.ai team is a playful, driven, and passionate group of pet-lovers, video-gamers, and pickleball enthusiasts. With a globally-distributed remote team and a San Francisco-based office, we find unique opportunities to get to know each other personally, while delivering on our goals. Data-driven decision making and an outcomes-focused mindset are core to our way of working.

Today, Beautiful.ai equips thousands of happy customers, from start-ups to multinational Fortune 500 corporations, with a leading presentation software solution. Companies like SAP, HP, Rakuten, LIV Golf and more trust Beautiful.ai to tell their stories. We are a Series B company and have raised capital from prominent investors including Shasta Ventures, Trinity Ventures and First Round Capital and are led by our CTO/Founder, Mitch Grasso, who is a second-time founder in the presentation space.

About the role

We are seeking an exceptional individual who is passionate about delivering an outstanding customer experience with our product. This role offers a unique opportunity to work across various functions, including customer support, product testing, and troubleshooting. As a company, we prioritize effective communication and expect you to manage multiple communication channels, such as email, chat, and occasionally phone calls. If you enjoy assisting customers, possess excellent writing skills, and have a genuine interest in creating visually appealing work documents like presentations, you'll be a perfect fit for this role.

What you will be doing:

• Respond to customer requests via Zendesk (our ticketing system), identifying, researching, and communicating appropriate options for resolution in a timely manner
• Create reusable responses when possible, and author customer facing FAQs.
• Inform customers about services available and assesses customer needs
• Develop and maintain deep expertise in our product, as well as the underlying best practices that drive it. 
• Responsible for the timely reporting, escalation, and resolution of day-to-day operational problems
• Monitor various communication streams, direct and indirect, through all channels including email, live chat, and online ticket portal submissions.

What we expect from you:

• 1-3 years of experience in a customer support role within the SaaS or startup space
• 1-3 years of experience with Zendesk or similar technologies
• 1+ of experience with Stripe and Jira preferred
• Excellent communications skills - both verbal and written
• Able to empathize with customers and let them know you genuinely care about their issues; High ‘EQ’
• You’re able to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• You have an ability to explain complex issues in beautifully simple terms
• You’re a team player that can follow and lead as situations dictate

You are an ideal candidate if:

• You love talking to people and building relationships with your customers
• You like engaging with customers and want to help them succeed with empathy
• You love to dig into the details of problems
• You enjoy the fast-paced startup environment
• You like celebrating successes and accomplishments
• You have flexibility in your schedule

Benefits:

• Flexible vacation policy and a fully remote work policy
• 100% Medical/Dental/Vision insurance covered for the employee / 60%-65% covered for dependents
• Comprehensive 401K program
• FSA and Commuter Benefits
• Competitive Equity with a 4 year vesting schedule
• Life / AD&D and Disability Coverage
• Parental leave for birthing or non-birthing parents - specific to each state / 60% coverage under company secondary insurance for birthing parent