Hivebrite is an all-in-one community management and engagement platform - Our mission is to provide organizations with the tools they need to create vibrant communities.

Our SaaS platform serves customers across a variety of industries including higher education, non-profit, and corporate. Founded in 2015, today we count more than than 500 customers worldwide - including Princeton University, Stanford University, Columbia Business Schools but also WWF or P&G alumni.

We employ more than 100 people across our offices in Paris, New York, and Sydney, and 30 nationalities are represented in our team!

In 2020, we were awarded five Great Place to Work labels, were recognized as a G2 High Performer, and won the International Prize by EY, SYNTEC Numerique, and TECH IN France.

And we have no intention of slowing down!

As a member of the technical Support team, you will be a part of the ever-growing Customer Success department. In this full-time, non-exempt role, you will work with clients to troubleshoot, answer questions, identify and report software issues and work closely with the Product Team to share clients’ feedback.

This is a fully remote role that will be required to work PST hours, with some occasional travel to the NYC office.

The support team is on the front line and develops a tremendous sense of technical product knowledge as well as how our customers are using the platform. Your primary responsibility will be to prioritize and respond to customer service requests through our ticketing interface (Zendesk). We place an emphasis on quick response time and thorough, thoughtful responses. 

With the Product team, your interactions will center on bug reporting and product feedback that you receive from clients. On top of this, you will have ownership of Customer Support projects and will contribute to keeping our digital knowledge base updated (taking care of article management and case-deflection optimization). 

Our support team is composed of 6 members at the moment, Europe and US-based. We are currently looking for a Senior Customer Support Agent to join our team in the US.

🌟 YOUR MISSION WILL BE:

• Respond to customer inquiries through our online ticketing interface
• Provide answers to our customers by identifying the relevant feature, and determining whether it is a software issue or a new feature request
• Provide an immediate solution or take appropriate actions for further resolution
• Maintain our online knowledge base and contribute to the Customer Success team projects
• Work with the Product Team to identify and prioritize bugs
• Share customer feedback to help shape the product roadmap
• Identify inefficiencies and evaluate customer data to help product and customer success teams improve the product and processes

🌟 YOU MIGHT BE A FIT IF:

• You have experience in Saas companies and proven experience working with clients, supporting a technical product
• You are a team player capable of operating and contributing under pressure
• You are fluent in English verbally and in writing
• You have a solid knowledge of general technology application
• You have the ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
• You have the ability to work autonomously
• Able to work PST timezone hours (9am - 5:30pm PST / 12pm - 8:30pm EST)

🌟 PREFERRED QUALIFICATIONS:

• Start-up experience
• Experience with Jira, ProductBoard, Zendesk
• An interest in building online communities!

🌟 INTERVIEW PROCESS:

• 30 minute phone call with our Recruiter
• 45 minute video interview with the Hiring Manager
• Case study take-home assignment
• Final interview with the team