Customer Support Specialist

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

Requirements

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

Benefits
• 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.

Soofa focuses on Advertising, Sensors, Internet of Things, and Smart City. Their company has offices in Cambridge. They have a small team that's between 11-50 employees. To date, Soofa has raised $3.5M of funding; their latest round was closed on May 2017.

You can view their website at http://www.soofa.co or find them on Twitter, Facebook, LinkedIn, and Product Hunt

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