Customer Support Representative
MURAL created the Collaborative Intelligence System™ to power cultures of effective collaboration where everyone is connected, contributing, and empowered to deliver business-driving outcomes.
Founded in 2011, MURAL is a leading innovator in visual collaboration for hybrid, remote, and distributed teams. We believe in what we build, and our team of more than 700 “MURAListas” around the world collaborate in the MURAL® app. Our values guide our intentionally inclusive product and culture, which includes collaboration design education and a flexible monthly stipend for learning, wellness, and coworking.
MURAL has raised $200M to date and is growing rapidly to fulfill our mission. The company is trusted by 95% of the Fortune 100, including innovative teams at IBM, Intuit, GitLab, Microsoft, and Atlassian.
YOUR MISSION
As a Customer Support Representative you will respond to customer requests, provide general support and engage with customers to help them achieve their goals.
Your responsibilities will be:
- Manage and respond to customer requests
- Understand our customers and become their advocate
- Educate and instruct customers through email, chat, phone call and video
- Assist the Customer Experience team with managing their accounts as needed
- Collaborate with the Product team on how to improve the product
- Collaborate with Customer Success on education programs
As a successful candidate will be able to convey how exciting and innovative our software is. You will turn our current customer base into MURAL fanatics by showing how easy and fun it is to collaborate in design thinking with MURAL.
YOUR PROFILE
We are looking for dedicated individuals who can work independently in a fast-paced startup environment. The ideal candidate will have:
- Fluency in spoken and written English (additional languages are a plus)
- Willingness and passion for understanding, helping and teaching customers
- The curiosity to find new, better ways to solve problems
- A strong passion to help teams succeed, and empathy with users
- 2+ years experience in software customer support (ideally B2B)
- Experience troubleshooting and reporting bugs
- Experience tracking bugs with a QA and development team
- Great visual communication skills
- Remote working experience
- The ability to provide clear and concise guidance through emails, over the phone, video or in person
- Availability to work some weekend shifts
- The hours will be 1:00 pm - 9:00 pm Eastern Time (ET)
Ideally you have...
- Practical experience in creative disciplines such as design thinking
- Experience creating documents and content
- Knowledge of design thinking and/or other design and visual thinking techniques
Please submit your resume in English. #LI-Remote #LI-ABW1
In addition to being part of our quest to help people empower their imagination, we offer:
- Competitive salary
- 401K (US only)
- Company equity
- Health insurance
- Fertility benefits
- MURALvida stipend (for fitness, wellness, learning and coworking)
- Fully remote team
- Parental leave
- End of year closure
- Design thinking trainings
- MURAL free forever plan
OUR VALUES
We bring people to our team that care about our mission to inspire and connect creative people globally, and who feel aligned with our values:
- Make others successful
- Adapt to thrive
- Play to wow
- Think global
- Experiment like an owner
Practicing equality through imagination work.
MURAL is committed to creating diverse and inclusive workspaces where people can make a positive impact on the world and share their vision of how they achieve it. We are dedicated to working alongside multiple communities to help build this dream and bring it to life.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.