Customer Support Specialist (Remote or Cambridge, MA) at Soofa

| Cambridge | Remote
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Soofa is the neighborhood news feed that connects a community with screens everyone can see and anyone can use. We're a woman-founded MIT startup with a mission to make cities smart, social, and sustainable.
We're seeking a technical Customer Support Specialist to provide our customers with a best-in-class user experience. Soofa's customers range from cities to residents and visitors of Soofa communities to advertisers small and large. As our first in-house Customer Support Specialist, you will efficiently and effectively triage and solve all customer requests in our fast-growing startup while reporting into our VP of Operations.
Candidates from underrepresented backgrounds are especially encouraged to apply. Remote applicants (U.S.-based only) welcome, Boston area preferred.
Soofa is for people with a shared stake in a special place. Learn more about Soofa's culture here.
Responsibilities
  • Implement customer support processes to enhance customer satisfaction
  • Assess support statistics and prepare detailed reports on your findings
  • Respond to customer queries in a timely and accurate way, via chat, email, or phone
  • Identify customer needs and help customers use specific features
  • Share feature requests and feedback with Soofa's product, sales, and marketing teams
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Spread the Soofa Love by following up with customers to ensure their technical issues are resolved

Qualifications
  • 3+ years' experience as a Customer Support Specialist or similar highly technical CS role
  • Familiarity with our industry is a plus
  • Experience using help desk software and remote support tools

Candidate Characteristics
  • Top-notch oral, written, and interpersonal abilities
  • Well-developed arbitration skills with the ability to remain open-minded and objective
  • Capacity to accept and utilize constructive criticism
  • Excellent problem-solving skills
  • Comfortable learning new software
  • Self-driven and able to independantly handle multiple tasks at the same time
  • Strong analytical skills

Bonus Points For
  • Experience using Freshdesk
  • Familiarity in the smart cities space and/or working with municipalities as a customer category

Perks of Working with Soofa
  • Best of both worlds: Soofa's Cambridge HQ is open, safe, and compliant for anyone who wants to use it; or, work from anywhere
  • Generous healthcare, dental, vision, and parental leave packages
  • Free short- and long-term disability and life insurance
  • Flexible PTO
  • Dog-friendly office
  • Virtual and in-person team events
  • Company culture focused on talent development and caring personally

Soofa is an Equal Opportunity Employer that does not discriminate on the basis of race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, pregnancy or pregnancy-related condition, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Soofa is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • jQuery UILibraries
    • KeenLibraries
    • EmberfireLibraries
    • Ember.jsFrameworks
    • FirebaseDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • HubSpotCRM
    • MailChimpEmail
    • HubspotEmail
    • HubspotLead Gen

Location

Located in trendy East Cambridge, Soofa is steps away from both Kendall Square and the Green Line. Most roles are 100% remote-optional.

An Insider's view of Soofa

How does your team reward individual success?

From gong rings to weekly shout outs, a Soofarian’s achievements are never kept quiet. Soofarians set quarterly goals and get support from the rest of their team to reach them. At Soofa, there is nothing better than having your hard work acknowledged by your fellow peers. Our company works hard, plays hard and we love a good reason to celebrate!

Kayla Zaylor

Operations Manager

What does your typical day look like?

I love that a lot of my work involves meeting with local government partners, attending neighborhood association or city council meetings, and going to conferences, or going out to new neighborhoods to find the best locations for our signs or oversee the installation of a new Sign and answer any questions curious passerbys might have.

Lyra Schweizer

Director of City Growth

How has your career grown since starting at the company?

I was hired as an engineering intern, then into a full-time product manager role. Working with so many aspects of our org has helped me learn how to speak the language of every employee and department. I can speak up for resources I need to hit company goals, and I have ownership over our metrics—which enables and encourages me to get things done.

Charlotte Warne

Product Manager

How do you empower your team to be more creative?

We hold monthly "content-making parties" where we all gather over video (it used to be in person, with cheese, but alas) and create content for our Soofa neighborhoods using Canva, our favorite creative tool. It's a great way to de-stress and clear the cobwebs!

Molly

Chief of Staff

What are Soofa Perks + Benefits

Soofa Benefits Overview

Great healthcare through BlueCross/BlueShield (HMO and PPO plans available). Affordable dental and vision insurance. Generous parental leave packages for both primary and secondary caregivers. Free short- and long-term disability and life insurance. Equity for most full-time Soofarians. Unlimited PTO. Dog-friendly office. Tons of optional team events.

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Soofa's leadership team is over 50% female-identifying.
Unconscious bias training
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Soofa also provides 2 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
We welcome dogs into the office daily.
Recreational Clubs
Book club, hiking pals, and more!
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks
Apply now
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