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Overview

Department: Data Technology

Employment Type: Full Time

Location: Austin, TX

Reporting To: Head of Customer Success

We're looking for a Customer Success Representative to join our growing support team either in Jersey or by remote working. The role is focused on supporting Pinpoint's customers - engaging with them, educating them, helping them fix issues or solve problems and doing everything you can to ensure they maximise the value they get from the Pinpoint platform in order to improve the way they hire.

• Respond promptly to support requests, helping customers resolve issues in a friendly, helpful fashion and educating the customer to prevent potential future issues.
• Proactively reach out to Pinpoint customers through various tools to drive increased engagement and offer insights and guidance where appropriate.
• Work on our Help Resources, writing guides, producing documentation and walkthrough videos to help customers help themselves.
• Collaborate closely with the product team, taking feedback from support queries and conversations with customers to help shape the product roadmap.

We're looking for people that are passionate about what we do and that can quickly understand / reverse-engineer a prospect's business, shaping the support experience to their specific requirements and providing useful context where appropriate.

We don't require candidates to have prior support experience (although relevant experience is a plus), but all applicants should:

• Have excellent time management and organisational skills
• Have a client-first mentality and genuinely care about our clients
• Be fantastic listeners and know how to ask the right follow-up questions
• Have extremely good interpersonal and communication skills, both written and verbally
• Be proactive - continuously improving both their support skills and knowledge of the market in which we operate (HR / Recruitment)

We care deeply about making Pinpoint an incredible place to work and invest a significant amount of time and energy into creating and maintaining a company culture that provides our team with a generous level of support whilst inspiring them to do their best work.

The specific benefits / perks we offer are continually evolving, but currently include:

• Full healthcare coverage for you and your family
• Free lunch at the office daily (or a lunch budget for those working remotely)
• Generous personal development budget
• Top of the line equipment (4K Monitors, Macbook Pro, etc.)
• Flexible working (choose your hours / days / where you work, within reason)
• Competitive salary with regular pay reviews
• Generous option grants