Customer Support Specialist (Intercom)
We are looking for a Customer Support team player who will be an integral part of the memoryOS team and deliver exceptional service to our users.
We’re a remote team of 30+ diverse, like-minded professionals, united in solving the problem of the forgetting curve.
As part of our team, you will manage a high volume of customer messages in Intercom, swiftly resolve issues, and effectively communicate key findings to drive continuous improvement.
Your ability to analyze feedback, refine communication approaches, and maintain a top-quality resolution time is essential to our mission of making it easier for people to remember what’s important.
Are you ready to have a chance to significantly impact our users’ lives by being part of a revolutionary approach to learning? Apply now!
Who are we?
memoryOS makes it easy for people to remember what’s important. Proven learning and memory techniques are merged with duolingo-like gamified e-learning with patented virtual mind palace tech. Co-founded by 2X World Memory Champion — Jonas von Essen.
We are proud to be the Most Funded App on Kickstarter. memoryOS was featured on TechCrunch and recognized by Google Brands Accelerator as “light years ahead of any other company in memory space.”
What you’ll be working on
- Respond to customer inquiries daily via Intercom promptly and accurately.
- Able to fully function within Intercom. Know how to increase productivity by automating processes, creating macros, and tracking analytics via Intercom to increase productivity metrics like first response time.
- Embed cutting-edge automated response systems with trained AI.
- Troubleshoot and resolve customer issues related to account management, billing, app usage, and more.
- Document valuable customer interactions and feedback to improve the memoryOS experience. Log these and communicate them to the team in a self-regulated manner.
- Continue to train personal customer success knowledge (wisdom) to help ever-better the customer support team how to excel in handling inquiries, resolving issues, and maintaining high customer satisfaction.
- Maintain fast response speed and high customer satisfaction ratings and contribute to overall customer loyalty and retention.
- Collaborate with the Product and Marketing Teams to identify the best insights from feedback. Also, the areas of their application.
You will also get
- Transparent management and regular feedback.
- Significant opportunities for professional growth and impact on product development.
- Enjoy a vacation and paid sick leave days to relax every year.
- Fully remote: you’re free to choose your productive work time and place.
About you
- 3+ years of experience in Customer Success or Customer Support, with at least 1 year in a startup environment.
- Expert proficiency in Intercom, including analytics, macros, and ticketing system management.
- Strong analytical skills with a data-driven approach to problem-solving and process improvement.
- Ability to work independently with responsiveness and high responsibility, stepping up in times of need while collaborating effectively in a team-oriented environment.
- Highly empathetic, patient, and committed to exceptional customer service.
- A strong passion for technology, with a keen interest in learning and teaching others about our product.
- Experience of 2+ years with AI tools (such as ChatGPT) is highly important for information analytics and structuring.
- Proficiently apply Intercom’s tools, like Fin AI.
- Exceptional fluency in English, especially written English (C1)
Getting the job
Enjoy building a top-level product with us while gaining extensive professional experience in a company with an important mission.
Step by step for this position:
- Interview with Recruiter (up to 45 min): Position discussion and check experience.
- Interview with Recruiter and Team Lead (1 hour): Check basic competencies, culture fit, and a detailed сase approach to identify experience.
- Debrief interview with CEO and Team Lead (30 min): Summarize experience and assess alignment with the company’s values, culture, and strategic goals.
- Referral: Recommendations from the previous workplace.
- Offer call with HR (30 min): Discussion of a Job Offer Proposal.
We look forward to receiving your application!