Customer Experience Advocate at Tropic (Remote)

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Innovators like Notion, Better Mortgage, Zapier, Intercom, and Nextdoor have saved millions on our platform. We just raised back-to-back Series A and B funding rounds for a total of $67.1M in (TechCrunch article here), and our revenue growth is something rarely seen.

Why Tropic

Tropic is on a mission to transform procurement for a world that runs on software. Everyone hates buying B2B SaaS, so we are automating the process. We provide data, tools and services to automate procurement for tech-forward companies, saving them money and time. We are a mission driven team that lives by our 5 core values : fight for fairness, hustle responsibly, execute, pull back the curtain and stay open to new concepts. 

About The Role

We’re looking for a Customer Experience Advocate to join our expanding Customer Success team with a focus on ensuring our customers are having a 5-star customer experience at every touchpoint across the Tropic customer journey.

You will report to the Director of Customer Success and partner with several internal groups, including but not limited to Customer Success, Product, Customer Ops and Marketing on our remote-first team distributed across North America (our biggest footprints are in New York, Denver and Atlanta).

We want our customers to feel that we’ve transformed their expectations around software purchasing into a painless experience. This role will help identify all the challenges people face while purchasing software and then work closely with our teams to eliminate them one by one. 

We love understanding challenges, coming up with a strategy to tackle them, and then documenting those findings to make sure we're not solving the same puzzle twice. We’re growing fast, and hope you have creative ideas to make our team and company stronger as we scale.

What You’ll Work On

  • Serve as the advocate of all our customers to ensure we’re always representing the Voice of the Customer internally
  • Provide excellent support to customers via email, zoom and chat to understand their needs and ensure their success with Tropic
  • Track requests and customer issues to share with Customer Success and Product regarding improvements to customer processes or software functionality
  • Lead online webinars, office hours, and recorded demos to educate customers on our platform features and best practices for optimizing software procurement practices
  • Take ownership of initiatives to drive efficiencies for our customers by enabling adoption of self service features in the platform
  • Collaborate with the product and engineering team to identify, reproduce and communicate resolutions for bugs within the platform
  • Support Customer Ops reporting initiatives to document and track customer health through NPS/CSAT surveys etc.
  • Become an expert on all things Tropic and the procurement process.

Who You Are

  • 1+ year experience of relevant professional experience in customer services, customer support or relationship management
  • Can be a highly effective communicator who can use a combination of slack, zoom, and various documentation tools to communicate internally and externally
  • Understanding of key Customer Success metrics, and ability to prioritize tasks based on impact related to customer outcomes
  • Creative thinker for solutions to complex issues and process improvement

Most importantly, you identify with our five values, if you don’t check the boxes exactly on this role and the following statements resonate with you, then we want to meet you :

Fight for fairness: You use evidence and context to protect our customers and their causes

Hustle responsibly: You optimize workflows and find shortcuts that don’t sacrifice quality

Execute: You consistently over-deliver ahead of time without dropping the ball

Pull back the curtain: You maintain clear communication around successes and seek clarity when met with ambiguity.

Stay open: You remain flexible and exhibit a growth mindset towards your personal and professional development

Why Tropic

Tropic is on a mission to transform procurement for a world that runs on software. Everyone hates buying B2B SaaS, so we are automating the process. We provide data, tools and services to automate procurement for tech-forward companies, saving them money and time. We are a mission driven team that lives by our 5 core values : fight for fairness, hustle responsibly, execute, pull back the curtain and stay open to new concepts. 

What We Offer

  • Comprehensive medical, dental & vision plans 
  • Online mental health therapy
  • Commuter benefits, FSA, HSA
  • 401k plan with company matching
  • Paid parental leave for birthing and non birthing parents 
  • Flexible vacation and holiday time off 
  • Annual learning and development stipend
  • Annual WFH stipend 
  • Remote first work environment
  • Office hub in NYC
  • Virtual & in person meet ups 

Equal Opportunity Employer

Tropic is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Tropic is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • SqlLanguages
    • TypescriptLanguages
    • ReactLibraries
    • DjangoFrameworks
    • PostgreSQLDatabases

An Insider's view of Tropic

What are some social events your company does?

Every quarter we have a full-company event - and during the pandemic we had to get creative with remote activities!

We've done a Halloween guided adventure, wine and cheese tasting, paint nite, and are planning our first full team retreat in Summer 2021.

We believe that culture has to be pursued and doesn't happen by accident!

Justin

COO

What's the biggest problem your team is solving?

Improving the user experience for our clients! The Customer Success team has the rare opportunity to work collaboratively with both clients and our internal teams to deliver Tropic's service. We're able to turn feedback directly from clients into ideas for our Product, Engineering, and Operations team to update our software.

Brett

Customer Success Manager

How does the company support your career growth?

Tropic has a great goals and development process in place where we have employees write out long term goals and then connect with people outside [of Tropic] who have taken a similar path, to help mentor and coach us. This allows employees direct insight into what skills they may need to sharpen and what steps to take to achieve their goals.

Daniel

Commercial Executive

How do your team's ideas influence the company's direction?

We believe everyone at Tropic has ideas that will make our company better. It is a priority to make sure people have the opportunity to share, and their voice is heard in a meaningful.

For us it's not just about giving people the microphone, but acting on those ideas; bringing them to life and encouraging more thoughtful ideation!

Justin

COO

What are Tropic Perks + Benefits

Tropic Benefits Overview

At Tropic we believe happy, healthy employees foster better ideas, execution, and growth. We want to make sure everyone has their needs not only met, but exceeded.

Between our numerous benefits and competitive salaries, we believe Tropic is one of the best places to work in New York City.

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Diversity
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Promote from within
Mentorship program
Continuing Education stipend

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