Customer Experience Rep. at Alyce

| Greater Boston Area
!Sorry, this job was removed at 3:43 p.m. (EST) on Tuesday, October 1, 2019

Customer Experience Representative

WHO WE ARE...

Hi there! We are Alyce, a quickly growing software startup in Boston. Our vision is to make every business relationship more human. Through the power of personalized gifting, we are able to help companies build more meaningful and “real” connections with those around them. We get to come to work every day and help others bring smiles to the faces of the people we interact with.

We are a fast-moving and motivated team with a big collective vision — to bring humanity back into B2B marketing and sales. At Alyce, we are customer-obsessed and put the customer at the center of our company decisions.  We are looking for a Customer Experience Representative, who will be working directly with our customers to ensure they have an exceptional experience with the product once they are live. You will also spend time working with the product development team to share customer feedback and insights and to test new features/products prior to release. This ensures we are building a great product for our customers. 

What you’ll be doing:

  • Effectively intake, research and resolve customer questions and issues in a considerate, accurate, and timely manner
  • Compose thoughtful, personalized responses for a variety of customer requests across many channels (email, tickets, chat, etc.)
  • Triage incoming requests and spot trends in customer issues. Communicate these trends to the wider team for broad improvements
  • Identify, reproduce, and document bugs for our engineering teams
  • Work with the product development and QA teams to test new features and bug fixes, while surfacing meaningful customer feedback
  • Proactively recommend areas for improvement, with solutions that help achieve team goals and successes

Who you are...

  • You have a passion for Customer Support and it's positive impact on the company
  • You have prior experience (1-3 years) in a similar role
  • You believe that every bit of work you do makes a real difference in making our customers happy
  • You understand web-based applications (such as ZenDesk, ServiceCloud, FreshDesk, etc.)
  • Have experience working in a fast-paced startup environment
  • Patient: No matter what, you maintain a calm, positive voice when handling a wide range of customer personalities
  • You’re not afraid of learning and are always willing to raise your hand for help
  • You excel at explaining technical problems succinctly and clearly
  • A Bostonian: You’re local and able to work in our Boston, MA office daily.

Benefits and Perks!

  • Unlimited Vacation
  • Comprehensive Insurance Coverage
  • Learning and Development Reimbursement
  • Dis Gym/Fitness Program Reimbursement
  • Kitchen Stocked Daily with Tasty Snacks, Fruit and Drinks
 
 
 
 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • jQueryLibraries
    • ReactLibraries
    • Scikit-learnLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • TensorFlowFrameworks
    • MySQLDatabases
    • Neo4jDatabases
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • FullContactLead Gen
    • AlyceLead Gen

Location

We're located in the financial district, in the heart of Boston. Close to everything interesting & fun, a short walk from South Station & Park Street.

An Insider's view of Alyce

What's something quirky about your company?

In our initial hiring process, we ask one simple question, “what is the best present you have ever given someone?” This tells us two things, how much the prospective hire really wants the role and how much they embody our company morals to give first.

Mike Goldenberg

Head of Sales

How does the company support your career growth?

We support career growth through offering self-improvement stipends that people have used to attend job-specific conferences or workshops. We have also had people switch departments, like from Customer Success to Product Management or Sales to Marketing because Unwrapping the Possibility (10x yourself) is one of our core values!

Sean MacPherson

Head of Customer Success

What is your vision for the company?

We're making B2B sales and marketing more human and bringing smiles to the faces of thousands of people at work everyday. We believe that companies have gone too far in their spray and pray, impersonal tactics and we're leading the movement back to the importance of the 1-to-1 interactions that create real connection through the act of gifting.

Greg Segall

Founder and CEO

How do your team's ideas influence the company's direction?

We have a very open, supportive culture.
Everyone's opinion matters.

Every Alyce team member, and even close contractors, openly share their ideas and suggestions to improve experiences for clients and fellow-staff as we grow.
Whether they've been here from day one or it's their first day, Everyone brings value.

Tori Oellers

Head of Operations

What are Alyce Perks + Benefits

Alyce Benefits Overview

We strive to build an inclusive culture that celebrates our individual differences as real people who are united by our company's core values. We are growing very quickly, which means we have A LOT of fun milestones to celebrate. We've created benefits and perks that reflect our investment in the most valuable asset we have as a company: our team.

Culture
Volunteer in local community
We are all about giving back-- and use quarterly events as a way of doing so. Many of our employees also volunteer on their own locally-- as coaches, mentors and Bigs.
Partners with Nonprofits
We're proud that our product helps companies contribute to hundreds of charities! We also have formal partnerships with local nonprofits Artists For Humanity and ArtLifting.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Alyce employees can contribute up to $2,750 annually to their FSA. We also provide Dependent Care FSA Max Election (per year) up to $5,000
Disability Insurance
Disability insurance covers 60% of the annual salary.
Dental Benefits
We provide two plan options with Guardian Dental Insurance
Vision Benefits
We offer allowance support for Vision Care. Frame Allowance: $180, 20% savings on the amount over your allowance. Lenses: Included in prescription
Health Insurance Benefits
We provide multiple different health insurance plan options through Harvard Pilgrim Health Care.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
All full-time employees have stock options as part of their compensation package, which vest over a four year period.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
We host a company outing every quarter, which we use to both give back to the community but also to build team camaraderie. Examples include a Charles River cleanup and Escape The Room.
Game Room
We have a custom build-out video game station.
Stocked Kitchen
Alyce has a (really nice) kitchen with unlimited snacks, coffee, tea & sparkling water. A bottle of scotch, red wine or case of beer shows up on occasion. Amazing cheese plates also make an appearanc
Some Meals Provided
Happy Hours
1-2x per month, various members of the team can be spotted at Biddy Early's pub after work.
Fitness Subsidies
Employees have access to a state-of-the-art fitness center located in our office building (paid for by Alyce).
Professional Development Benefits
Promote from within
Continuing Education stipend
We want people to invest in what makes them grow as individuals. We offer $500 annually toward continued education, whether it is for professional development or personal growth.

Additional Perks + Benefits

Unlimited Vacation Policy

We are not the place where you will feel bad about taking your vacation.
You will be encouraged. We all benefit from taking the time to recharge and clear the mind.

Culture First: planting the seeds to grow a strong company culture

https://medium.com/foreshock/culture-first-planting-the-seeds-to-grow-a…

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