Customer Support Specialist

  • Customer Service
  • Full time
  • 2 years ago

Job Information

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    No. of Openings 1 opening
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    Job Experience 1 year
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    Location Restrictions Australia only

Job Description

The Role:

(Remote role in Australia must have reliable internet access).

At Beyond Pricing, outstanding customer experience is essential to our success as a company; our Support Team is critical in representing our voice and mission to help all of our customers.

We are looking for a Customer Support Specialist to join our fast-growing team. The goal of our Support Team is to reinforce our expertise, professionalism, and thoughtfulness in each interaction with customers and partners. We’re on the ground working hard to understand our customers’ needs and to help them achieve their business goals.

Your primary responsibility will be customer support, satisfaction, and first point of contact for all technical support questions across thousands of customers. You will be handling inbound technical requests and billing related inquiries. The role will provide cross-functional business exposure and experience with the day-to-day operations of startup life, with the potential to grow in multiple areas of the company including Customer Success, Integration Support, Product, etc.

What You’ll Do:

  • Provide thoughtful, empathetic, and personalized communication to Beyond Pricing users across email and social media.
  • Document and respond to technical inquiries efficiently and concisely, while following the appropriate escalation process to ensure customers’ needs are met in a timely manner.
  • Utilize strong interpersonal skills to communicate clearly and effectively with clients.
  • Manage various billing processes with keen attention to detail.
  • Proactively create expert customer content (e.g. helpdesk articles, videos, webinars) to guide our customers through the vacation rentals space.
  • Further develop customer support processes as our customer base continues to grow.
  • Own performance to goal on customer satisfaction metrics (NPS, CSAT) and suggest ways to drive improvements in our metrics.

The Ideal Candidate:

  • 1+ years of experience working in a Customer Support or Service. You feel passionately about outstanding customer support and the role it plays in making the larger team successful.
  • Strong Communicator: Experience communicating difficult, technical concepts with customers in a professional and thoughtful way.
  • Empathetic: Ability to understand customer pain points and genuine desire to help our customers resolve issues.
  • Creative: Drive to identify creative ways to improve the customer experience and don’t hesitate to suggest new, out-of-the box ideas.
  • Curious: Desire to dive into issues and understand what is going on beneath the surface. You know when something is over your head and are not afraid to ask for help.
  • Multi-Tasker: Experience balancing multiple tasks and customer needs simultaneously. Ability to prioritize your workday independently.
  • Composed: Ability to handle working in a fast-paced work environment.
    Technical: Experience working with software or the ability to learn a wide variety of tools. Advanced Excel knowledge is a plus.

About Beyond Pricing:

Founded in 2013 by revenue management experts in the airline and hospitality space, Beyond Pricing is the world’s first revenue management and dynamic pricing software for vacation rentals. We developed software to help vacation rentals do what hotels and airlines have done for decades, maximize revenue!

We are a diverse, dynamic and growing team, passionate about travel and building better technology for property managers. We have powered pricing for over $2B in property listings in more than 7,000 cities globally. If you search for a rental property on VRBO or Airbnb, you most likely are viewing a listing that utilizes our software. Our customers are vacation rental property managers that typically manage between 50 to 1000 listings; they use our software to automatically update their daily rates based on our sophisticated algorithm. We stay on top of the ever-changing marketplace so they don’t have to.

Beyond Pricing has been growing 3x year over year and is profitable! The company has raised over $45 million in venture capital from top-tier investors including Bessemer Venture Partners, Resolute Ventures, Social Leverage and Bullpen Capital. We are positioned for international growth and product expansion and looking for top-talent to help us on our mission.

Computer skills
Job languages