Job Opening: Customer Success Representative

At CollBox — Austin, TX

About CollBox

CollBox is an award-winning fintech platform helping businesses get paid for their hard work. Using CollBox, businesses can easily keep an eye on their outstanding invoices, understand their options for past-due balances, and send accounts from their books to collections in just three clicks. Our passion is keeping small businesses in business by getting them paid what they deserve through innovative technology and services.

About the Role

The Customer Success Representative provides customer support through a variety of different support channels, including live chat and email. The Customer Success Representative uses available resources and works collaboratively with other support team members to troubleshoot issues and foster knowledge sharing across the team. The Customer Success Representative communicates resolutions effectively to CollBox customers to promote a high level of customer satisfaction. The Customer Success Representative will attend and engage in company meetings where decisions around the company are shared.

Duties & Responsibilities

  • Provide excellent customer experience through high quality written communication and interactions through multiple support channels
  • Troubleshoot a variety of technical and account-related issues across all CollBox products
  • Critically analyze and resolve customer issues or requests in addition to proactively preventing future issues
  • Effectively communicate complex information to customers of all technical levels
  • Execute retention efforts both proactively and reactively for CollBox’s individual and business services
  • Maintain ongoing knowledge of CollBox product offerings and updates
  • Effectively operate support channels including communicating via live chat and email
  • Consistently meet and maintain expected agent metrics while adhering to all established protocols

Who We Think Will Be Successful

  • Associate’s degree or equivalent work experience
  • 2-4 years working in customer support, preferably for a tech or finance company
  • You are a problem solver who loves to troubleshoot issues
  • You have strong social and interpersonal skills, allowing you to function within a team and to build relationships with valued customers
  • Strong critical thinking and analytical skills
  • Excellent verbal and written communication skills

What’s In It For You

  • Get in on the ground floor at a funded and growing startup
  • Unlimited PTO
  • A hip office in the heart of Austin’s E. 6th, and a kitchen stocked with snacks, and beverages

Apply for this Job

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