Customer Support 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 out of this world customer experience in SaaS.

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 new features in our product.

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

  • Managing the frontlines by juggling customer conversations while maintaining five-star customer service standards
  • Mastering an ever-changing product as fast, if not faster, than the company is growing
  • Owning 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
  • Using all of the above, being 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

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 readily help others and are very comfortable asking for help for yourself
  • You’re excited by the idea of constant change. You are comfortable being uncomfortable
  • You 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

About Drift

Drift is the world's leading conversational marketing and sales platform that helps businesses connect now with the customers who are ready to buy now. After just two years in market, the company has become one of the fastest growing SaaS companies of all-time and was named to the Forbes Cloud 100, LinkedIn Top 50 Startups, Entrepreneur's Top Company Cultures, Boston Business Journal's Best Places to Work, and SaaS Company of the Year by the NEVCA.

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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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