Who are we: 

From small local businesses to large multinational corporations, when manufacturers use Paperless Parts, they free up valuable time to focus on what is truly important to them. Our customers spend more time with their families, expand their businesses, invest in sustainable practices, and grow as a result of new opportunities. We’re a passionate team that believes manufacturing is a vital component of our everyday lives and the backbone of our economy. We’re dedicated to providing this invaluable industry with a cloud-native platform that empowers the next generation of manufacturers to join the digital age. From life-saving medical devices to critical components that unlock new depths of outer space, our customers produce parts that go into some of the world’s coolest and most impactful products. Without manufacturing, many new ideas never become a reality. It is our mission to enable manufacturers with the technology they need to drive innovation – and our world – forward.

Paperless Parts is a team of motivated and hardworking creators and doers. If you’re looking to have a direct impact on a fast-scaling company that is revolutionizing an entire industry, read on and apply!

Due to the nature of our business and interaction with external clients, Paperless Parts has a COVID-19 vaccination mandate. (Unvaccinated persons may request medical or religious accommodations on a case-by-case basis).

Your purpose: 

We’re looking for an enthusiastic Supports Specialist that can guide, advise, and answer questions for customers as they leverage the Paperless Parts platform. Our ideal candidate is passionate about delivering exceptional customer experiences and working collaboratively across the organization to solve problems. You’ll become proficient in the Paperless Parts platform and work closely with manufacturers to enable their success throughout the customer journey. You’ll recognize the common needs of our customer base and proactively identify resources and documentation that will enhance the customer experience. You will summarize product feedback and participate in the product stakeholder meeting. 

Who you are:

You have high attention to detail and take an analytical approach to solving problems. You thrive on dynamic customer situations and take pride in delivering positive outcomes for customers. You are someone who seeks solutions that will create a better experience for customers as well as our internal team. You are someone who can find technical solutions to problems while also being empathetic to customer needs. You are resourceful with an ability to operate fairly independently. 

This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.

Responsibilities

• Become an expert in the Paperless Parts platform and provide customers with world-class support 
• Deliver exceptional product support for customers across multiple channels including our Ticketing System, In-Product Chat, Video Calls/Screen Share
• Apply the rigorous problem-solving approach to determine customer issues, triage support tickets, and drive resolution
• Collaborate and effectively engage with other departments to solve individual customer and platform issues 
• Elevate the voice of the customer by creating and accurately tagging product support/feedback tickets 
• Learn how to navigate the Paperless Parts pricing engine that was written using P3L, our domain-specific programming language based on Python 
• Identify and implement strategies that improve customers quoting results
• Identify possible opportunities for revenue growth and improved customer engagement
• Discover and share best practices and efficiencies to improve product support. 
• Travel to customer site on occasion, COVID-19 vaccination required
• As part of the Paperless Parts team, further, the company-wide DEI & social impact initiates 

Knowledge, Skills, and Abilities: 

• Bachelor's Degree in Computer Science, Information Systems, Applied Analytics, or related field
• 1-3 years experience in Product Support, Implementation, Onboarding or relevant field preferred 
• Ability to make decisions based on a combination of analysis, experience, and judgment sometimes with incomplete information and under tight SLAs.
• Driven by customer focus with a bias toward taking action and solving problems for customers
• Strong prioritization skills with an ability to focus on activities that drive the most value for customers 
• Strong communication skills both written and verbal 
• Ability to work in a fast-paced setting and multitask (e.g. ability to chat with a customer while researching issues or reviewing documentation)
• Balance multiple projects, including the creation of support content for the platform and writing P3L for customers. 
• Love working in a team environment and have a genuine desire to help customers grow and change their business.

Customer Success is at the center of everything we do. As we add more features and capabilities to our platform, we are building a team that will focus on customer adoption, feature utilization, and enablement to maximize value realization for our customers. We are looking for a Customer Success Manager to join our team that will establish trusted relationships with our customers and internal teams that result in high satisfaction and renewal rates. 

Paperless Parts Life:

Paperless Parts is an exciting Boston-based Series B SaaS company that has created the leading cloud-native software platform for manufacturers. 

Team: You will be joining a highly driven and collaborative team that is dedicated to empowering the next generation of manufacturers to join the digital age.

Culture: At Paperless Parts, we value intentionality in everything we do, grit in the pursuit of excellence, and curiosity with a bias towards action to deliver simple solutions. We live and breathe these values every day. As a fast-growing company, we’re continually improving what we’ve built while still building from the ground up. This creates a fast-paced environment where we work hard and celebrate our wins. 

Office: Our office is full of energy; people regularly collaborate to solve hard problems. We recognize that people work well in different environments and have intentionally designed our office to provide collaborative spaces and quiet focus areas. We have the top floor of a renovated brick and beam building where you will always be greeted by our friendly office dog, Bella, and have access to snacks, a rotating selection of beer on tap, and regularly catered meals. Our height-adjustable desks are set up with dual monitors, and employees are provided with the latest Apple technology to support productivity. Because we value the safety of our team, all employees and guests must be fully vaccinated to enter our office.

Location: Our headquarters is located in the bustling West End neighborhood of Boston, MA, and across the street from the new Hub Hall at TD Garden and North Station for easy access to most transit routes (Orange/Green Line and Commuter Rail) or a 6-minute walk from the Blue Line. Secure bike storage is available. 

Benefits: 

We value you and your family. With this in mind, full-time employees are provided: 

• 100% coverage of health, dental, and vision for you and your dependents
• Competitive pay, with bonuses and equity 
• Unlimited PTO 
• 11+ paid holidays
• Work from home flexibility 
• Company-sponsored wellness stipend/free gym membership
• Company-sponsored life, disability, and voluntary life insurance 
• Pre-tax Commuter and FSA/Dependent Care FSA 
• 401(k) plan
• Employee recognition program

Paperless Parts is an Equal Opportunity & Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status