Customer Advocate - Entry Level

| Greater Boston Area

About Drift

Drift is the new way businesses buy from businesses. With its quickly evolving set of tools and playbooks, Drift is the world’s leading conversational marketing platform, trusted by top enterprise businesses like Ellie Mae, GrubHub, InVision, Marketo, MongoDB, Okta, Outreach, Eventbrite, Vidyard, and over 150,000 other businesses. Sales and marketing teams rely on Drift to connect now with the customers who are ready to buy now. Based in Boston, Drift was founded by serial marketing technology entrepreneurs David Cancel and Elias Torres and is backed by leading venture capitalists including CRV, General Catalyst, and Sequoia.

 

About the role 

The goal of the Customer Advocate Team is to be the voice of our customers and drive change. 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.


What you’ll be doing on the team

In one month you’ll…

  • Attend training to learn the Drift story, how we work, and our goals for the future
  • Learn how Drift works and why our customers use it
  • Have 1:1 meetings with your direct manager and meet with other key players
  • Shadow colleagues, learn best practices for what makes Drift Customers successful
  • Resolve customer questions in chat and email

By month 3 you’ll…

  • Continue to master your knowledge of the Drift product and have a deep understanding of how our customers use Drift to achieve their goals
  • Manage the frontlines by juggling customer conversations while maintaining five-star customer service standards
  • Be the squeaky wheel that advocates for the customers to our product teams. You will be expected to help ship changes that reduce the number of product related questions

By month 6 you’ll… 

  • Master an ever-changing product as fast, if not faster, than the company is growing
  • 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
  • Drive projects forward that synthesize your customer interactions and internal Drift processes to improve the customer experience
  • Be consistently hitting and exceeding your customer experience goals 


About you and what type of skills you’ll need:

  • You’re driven by having conversations. You WANT to learn from and teach our customers all day, every day
  • You are excited by technology and staying on top of ever changing industry trends
  • You’re a natural, composed communicator – you have a clear, personable, kind, and informative communication style
  • You are curious, motivated, and driven by new challenges
  • You are a team player. You are very comfortable asking for help and always ready to help others
  • You are excited by constant change and can maintain order in a fast and fascinating environment
  • You are excited to take on new tasks as they come up and solve problems in real time


Don’t bother applying if any of these things are true about you:

  • You’re afraid to get your hands dirty (really)
  • You’re afraid to “carry the water” (Listen to this episode of Seeking Wisdom)
  • You don’t have a bias for action – having a goal and setting small actionable items daily to achieve it

Drift is committed to being an equal opportunity employer. We celebrate and support diversity, and work every day to create an inclusive work environment that represents the world that we live in.


Read Full Job Description

Location

Right in the heart of Back Bay 🙏

An Insider's view of Drift

What are some social events your company does?

We've been to Nashville, Austin, and Killington for our yearly company retreat! Where to next?!

Drift

Team

How do you collaborate with other teams in the company?

I feel really lucky because I get to work with the Sales, Customer Success, Product, and Ops team on a regular basis. We say "One team, one dream" un-ironically and are always willing to hop into anything that benefits the customer.

Sara

Conversational Marketing Specialist

What makes someone successful on your team?

Our leadership principles are the core of who we are and how we operate every day. Bringing these in to your actions, decisions, and how you deliver results is the surest way to be successful here. Walk the talk. Focus on the customer. Deliver results every single day.

Kari

Director of Learning and Development

What is your vision for the company?

Today, all of our lives run in real-time. As a result, our expectations for how we communicate with businesses have changed: we expect answers in real-time too. Customers have all of the power today, and that’s why we put a premium on how we’re treated. Businesses need to adapt to this shift in order to thrive today, and that’s what we focus on.

David

CEO, Co-Founder

What’s the vibe like in the office?

High-energy! From sales, to marketing, to customer success and beyond everyone rallies around one common goal which is putting the customer first. End of month is always exciting for this reason.

Amanda

Customer Success Manager

What are Drift Perks + Benefits

Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Sabbatical
After working at Drift for three years, all Drift employees are eligible for a month-long sabbatical.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
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