Customer Advocate

| Greater Boston Area

At Drift we are customer centric to our core. Fun fact, our logo is a group of people surrounding a customer. We believe in doing things that don’t scale and strive to provide an experience that is unparalleled in B2B SaaS each and every day.

As a Customer Advocate, you will use your passion for customer service and work closely with our Customer Success and Product teams to deliver the best support possible to our customers. You’re closest to the customer and interacting with them daily, so we’re leaning on you to identify and advocate for new features in our product.

What you’ll be doing on the Customer team at Drift:

  • Resolve customer concerns via chat with the highest level of consideration and efficiency
  • Identify and resolve customer issues and bugs, escalate to the appropriate team when necessary
  • Create and maintain our customer knowledge base
  • Work closely with an assigned Product team; participate weekly in team meetings and communicate the launch of new features and products
  • Advocate for features and improvements on behalf of the customer

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

  • You have amazing customer service skills, and the ability to maintain focus on the customer and their needs in a fast-paced environment. You WANT to be there for them.
  • You naturally empathize with the customer and prioritize their needs
  • You’re comfortable with constant change, and can adapt to meet the demands of customers
  • You’re fascinated by technology and are always looking to learn and adapt to the latest trends
  • You’re a natural communicator - you’re comfortable speaking with customers via chat or phone as necessary
  • You can multitask in a high volume environment while maintaining a calm composure and organization

About Drift

Drift is the world’s first and only conversational marketing and sales platform. More than 100,000 businesses use Drift to provide a modern buying experience for potential customers, generate more qualified leads, and dramatically accelerate the sales cycle.

At Drift, team members:

  • Have complete ownership and accountability over their role and functional area
  • Have complete transparency into the rest of the company (and are expected to show their work and do the same)
  • Have a sense of urgency. We are building a once in a lifetime company at Drift, so we move fast every single day
Read Full Job Description

Location

Right in the heart of Back Bay 🙏
222 Berkely, Boston, MA 02116

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
More Jobs at Drift28 open jobs
All Jobs
Finance
Design + UX
Dev + Engineer
HR
Internships
Marketing
Operations
Product
Project Mgmt
Sales
Finance
new
Boston
Sales
new
Boston
Operations
new
Boston
Marketing
new
Boston
Project Mgmt
new
Boston
Project Mgmt
new
Boston
Sales
new
Boston
Marketing
new
Boston
Developer
new
Boston
Marketing
new
Boston
Product
new
Boston
Developer
new
Boston
Design + UX
new
Boston
Sales
new
Boston
Operations
new
Boston
Developer
new
Boston
Operations
new
Boston