Customer Support Specialist

Overview

About Kadince

Kadince (pronounced cadence) is a fully remote (must live in the USA) software company founded in 2013. We build tools to help compliance and marketing professionals at financial institutions do their jobs more efficiently.

Kadince has been profitable for several years. We’re bootstrapped, which means we don’t have investors. Our owners are fellow team members and actively participate in the work alongside the team.

Note: This is a remote-friendly role; travel is not required.

After our team members, our customers are our most important focus. As our customer base grows, so does our team. We’re dedicated to giving each customer the best experience possible, which means having enough people to take care of all their needs. We’re growing quickly and so are the needs of our customers. That’s why we’re increasing the size of our customer team.

To be a Kadince Customer Success Specialist you don’t need a ton of experience with customer support or with Kadince. We’re willing to train the right applicant and teach you what you need to know. You just need to be excited to learn a new software and teach others how to use it. You should be able to learn quickly and strive to know our software inside and out.

Our Customer Success Specialists are the front line in Kadince support. You’ll help customers with bugs and any problems they may have. You’ll be part of the implementation process and help new Kadince customers learn how to use the software.

You’re a compassionate person with a lot of empathy. Change doesn’t scare you. In fact, change excites you. You’re a self-starter and don’t need every moment of your day to be planned for you. You’re not afraid of feedback or accountability and you love to learn from your team members.

You have a desire to continually improve your listening and teaching skills. We love giving team members opportunities to improve their skills, whether through online courses, workshops, or learning from others.

Our vision, mission, and core values should resonate with you. That’ll be crucial to your success and happiness if you join the Kadince team.

Our vision and mission aren’t something we hang on an office wall and forget about. We don’t have an office, but our vision, mission, and core values sit on the desks of each team member. They are discussed regularly in meetings. Your goals and KPIs will be developed to ensure you’re working to help us achieve our vision and mission.

Vision — Setting the standard for operating a great software company. We’re fans of Jim Collins and his book Good to Great. The present participle "setting" emphasizes that the standard is always moving and we continually look for ways to improve.

Mission — Building the best software for compliance and marketing professionals at financial institutions. We focus on what we can be the best at in the world and stick to it every day.

Core Values — Integrity, People, Care, Remarkability, Growth. These guide our decisions and actions.

You start your day by reviewing your calendar and using Intercom to respond to customer inquiries. You’ll handle emails, calls, screen shares, and more. You determine whether issues are bugs or training gaps, document findings (including screen recordings), and work with the development team to resolve issues. You provide quick training when needed and help customers plan longer sessions as necessary.

You communicate timelines for resolution and aim to thoroughly resolve questions and concerns, ensuring there are no loose ends.

With each interaction, you go above and beyond to demonstrate care and attention to detail.

For lunch, you may take a break with your dog or cat. In the afternoon, you continue assisting customers and collaborating with team members. You acknowledge high-performing colleagues in Slack and enjoy team camaraderie.

You finish the day by planning for tomorrow and reviewing outstanding requests.

Kadince is a principle-based, fully remote company. You’ll work with your…