Technical Account Manager at Limeade (Remote)

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About us:  

Limeade is an employee experience software company that helps build great places to work. Our platform unifies employee well-being, engagement, and inclusion solutions with industry-leading communications capabilities. Recognized for its own award-winning culture, Limeade helps every employee know their company cares. To learn more, visit www.limeade.com.

We're committed to creating a mission-driven, positive and inclusive culture of improvement made up of the best and brightest people in the business. And we've got the awards to back it up: Puget Sound Business Journal ranked us #1 Best Workplace in Washington, and Seattle Business ranked us one of the top three Best Companies to Work for in Washington State. In addition, we're one of the fastest-growing companies in North America (Deloitte's Technology Fast 500™), and Fortune magazine recognized us as a Best Workplace for Women. Limeade is a global company that embraces a distributed workforce and has users in more than 100 countries. Our headquarters are in Bellevue, WA.

About the role:

Limeade is looking for a technical, customer facing leader to join our Customer Care team.

You will be responsible for working directly with our customers to oversee all technical issues and questions, provide subject matter expertise to guide the customer with platform configuration, and work in partnership with our Strategic Account Executives to help our customers build great companies. You will manage the triaging, troubleshooting, and tracking of customer escalations, while working directly with our Development team to help bring issues to full resolution. Additionally, you will have the knowledge and tenacity to spot trends, quickly react, and resolve issues before they have the potential to become widespread. You will foster a positive online community for our members, interact with customer representatives, and work with our product development team to turn customer pain into customer delight (in a scalable way).

This role can be fully remote. 

Responsibilities:  

  • Enterprise customer service & support for the Limeade SaaS Platform
  • Provide senior level technical support to our customer administrators, working cross functionally across the organization to holistically triage and resolve platform and program issues
  • Partner with the Customer Care Technical Leads to identify problems and formulate support processes in order to enable Tier 1 Teams to react on-demand
  • Escalate issues to Product and Development teams, tracking all issues across a customer’s business while communicating back to internal teams and customers
  • Problem solve directly with clients and gain an in-depth knowledge of the customer and their needs
  • Work with the larger team to develop scalable processes that allow Limeade to service users better and faster
  • Mentor, assist, and support other teams in order to problem solve and track outstanding issues
  • Assist in maintaining a knowledge base system
  • Help design and improve internal systems that deliver steady increases in customer love
  • On a grander scale, you will play a key role at a high-growth high-tech company and become critical member of the support/service teams

Requirements:

  • Ability to demonstrate our values in an on-going and consistent way
  • Ability to demonstrate Limeade’s values in an on-going and consistent way
  • At least 5 years of experience in a customer service role in a software technical environment
  • Advanced experience with troubleshooting and escalations, as well as the ability to configure specific Limeade features/elements of the platform to fit customer requirements
  • Demonstrate confidence in the ability to present and discuss sensitive topics with customer executives
  • Ability to collaborate with our Strategic Account Executives to help shape the vision for what’s possible for Limeade and its customers
  • A strong understanding of technical and usability logic within a software or SaaS platform
  • Working knowledge of the following tools: Salesforce, Zendesk or other ticketing systems, file decryption tools, Bolger, FTP Servers
  • Intermediate working knowledge of SQL and/or JSON
  • Have experience in a team-oriented environment, working cross-functionally, and coaching other employees
    Have a strong work ethic and a passion for customer service
  • Ability to be resourceful, upbeat and love making customers happy

You are:

  • A people person. You love talking to people and build a strong rapport with customers and internal teams.
  • An empathizer. You connect with customers in a genuine way that lets them know you care about their issues
  • Inspiring and excellent at helping your teammates around you
  • A teammate that can both follow and lead depending on the situation
  • A problem-solver

Limeade provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Limeade will provide reasonable accommodations for qualified individuals with disabilities. 

This position is open to remote workers located in the United States and Canada.

#LI-Remote

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • Azure DevOps Databases
    • TableauAnalytics
    • Power BIAnalytics
    • AxureDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • EngagioLead Gen
    • DemandBaseLead Gen

An Insider's view of Limeade

How would you describe the company’s work-life balance?

Limeade offers the best work-life balance of any organization I’ve been with. As a working parent with 3 young children it is a major perk especially when need to drop off our kids, take them to an appointment or run an errand. Limeade knows that if you’re happy and fulfilled outside work, you’re going to be much more productive and engaged at work

Brandon

Strategic Account Executive

How do you collaborate with other teams in the company?

The We Are A Team value is one of the most lived values at Limeade. We collaborate through cross-team initiatives and are encouraged to connect with other teams on a personal and professional level. This facilitates a really solid understanding of other team's processes, goals, and challenges and drives a sense of empathy and shared accountability

Jeanette

Manager, Product Management

What makes someone successful on your team?

One of our values here at Limeade is "Own It". In that spirit, I think people who have the most successful at Limeade are people who come in and really take ownership for their role and look for ways they can have an impact - not only on their team, but on the organization as a whole. Creative problem solving and collaboration goes a long way here!

Daniel

EX Strategy Specialist

What are Limeade Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Limeade has multiple employee resource groups and a Diversity and Inclusion Council.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Limeade has multiple employee resource groups and a Diversity and Inclusion Council.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Employee-led fitness classes.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Each employee receives quarterly funds to donate towards an organization of their choice.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
4 weeks of PTO plus 10 paid holidays!
Paid Volunteer Time
1 volunteer day off to use at your organization of choice!
Paid Holidays
Perks & Discounts
Casual Dress
You'll see people in workout clothes on a daily basis!
Commuter Benefits
Company Outings
Fun happy hours, team events, Anything is Possible day!
Game Room
Stocked Kitchen
All the healthy snacks you could ever need.
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Customized development tracks

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