Customer Success Specialist - Remote

Join our team and make a meaningful impact in the lives of our customers! We're seeking a highly motivated and customer-focused individual to join our team as a Customer Success Specialist. As a remote team member, you'll have the opportunity to work in a flexible and dynamic environment, providing top-notch support to our customers and helping us achieve our mission of making sure everyone feels safe and secure in their own homes.

About SimpliSafe

At SimpliSafe, we're passionate about innovation and customer satisfaction. Our team is dedicated to providing cutting-edge home security solutions that give our customers peace of mind. We value teamwork, inclusivity, and growth, and we're looking for someone who shares these values.

Job Summary

As a Customer Success Specialist, you'll be the first point of contact for customers seeking support. You'll provide exceptional phone and chat assistance, resolving inquiries quickly and efficiently. You'll also collaborate with teams across the organization to identify opportunities for process improvements and drive innovation.

Key Responsibilities

• Deliver exceptional support to customers via phone and chat, achieving first-call resolution and high customer satisfaction
• Educate and empower customers to understand their systems, providing clear and actionable troubleshooting guidance
• Collaborate with teams to identify opportunities for process improvements and drive innovation
• Gather and analyze customer feedback to inform product development and service enhancements
• Stay up-to-date with product updates and industry trends to provide the best possible support

Requirements

• 2+ years of experience in customer service or technical support
• Strong understanding of consumer electronics, especially in home security systems
• Agility and curiosity, with a keen interest in technology and home security
• Approachable, empathetic, and a good listener, with strong oral and written communication skills
• Ability to contribute to an inclusive environment and foster curiosity among team members
• Customer-centric attitude, with a passion for helping others and knowledge of customer service metrics

Preferred Qualifications

• 1-2 years of experience in a technology-driven industry that requires troubleshooting skills

What We Offer

• Competitive salary: $20 - $21/hr
• Flexible hybrid schedule with shift differentials for nights and weekends
• Paid time off, including holidays and floating holidays
• Comprehensive medical and dental coverage, along with an Employee Stock Purchase Plan
• Ongoing training and growth opportunities to advance your career

Additional Requirements

Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

Our Values

• Customer Obsessed: Building deep empathy for customers and developing strong, long-term relationships
• Aim High: Always challenging oneself and others to raise the bar
• No Ego: "No job too small" attitude, and open, inclusive, and humble style
• One Team: Highly collaborative approach to achieving success
• Lift As We Climb: A track record of investing in developing others and helping others succeed
• Lean & Nimble: Working with agility and efficiency to experiment in an often-ambiguous environment

Apply Now and join our team as a Customer Success Specialist!