Customer Support Specialist

| Seattle
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What is Knock?

We started Knock to solve problems we faced ourselves as consumers: the process of renting an apartment sucked. It was disorganized, time consuming, and frustrating. It seemed landlords were stuck in the past and didn’t understand how to use technology to their advantage. But the problems and solutions seemed obvious to us, and we had a vision for what a better experience should be. After validating our insights with a few early customers (who became investors) we got to work partnering with real estate companies to deliver on turning that vision into reality.

Five years later, we have helped our property management customers find homes for millions of renters. We’ve developed an industry-defining SaaS platform that automates marketing, accelerates sales, lifts customer retention, and delivers critical business insights that help our customers operate their business. Our customers trust us to deliver the consumer experiences and business applications that are essential to their bottom line. The proof is in our 10x revenue growth over the past two years, in addition to our numerous industry awards. In March of 2019 we announced we raised a $10m Series A round to continue to accelerate growth and product development, led by Madrona Venture Group: https://www.geekwire.com/2019/madrona-leads-10m-round-knock-crm-communications-service-apartment-landlords/

The real estate industry is continuing to undergo an incredible technology transformation, and Knock is one of the companies driving innovation and shaping the way an entire vertical works. But even with a number of accomplishments in our past, we continue to push our vision forward and build the solutions of the future. We are on a mission to modernize the way property management companies run their businesses, by delivering the tools and insights to optimize all aspects of their sales and marketing operations. Practical uses for applied machine learning, connected IoT devices, and AI powered communication technology are all in our future here at Knock. It's a fun space with interesting problems, and provides all kinds of opportunities to get creative and build solutions our customers simply haven't seen or thought of before. If this sounds exciting, we want to hear from you!

About Our Customer Success Team

Everyday our customers deserve an amazing experience and our commitment to their success. Their wins are our wins. We know that in order to drive success we need to build an exceptional Customer Success Organization that preserves and expands the company’s book of business, opens the door to new opportunities, and creates advocates for our customers. At Knock our Customer Success team is comprised of several teams that participate in the entire customer journey post-sale: Implementation, Launch & Expansion, Education & Training, Renewal, and Support.

As a Customer Support Specialist you will serve as the frontline of communication. As a reactive member of the team, this person is responsible for understanding the complexities of the Knock platform while troubling shooting potential issues, provide users with solutions to their questions, and be a friendly partner with our growing customer base. Knock is a growing SAAS company looking for the next great person to join our team. The Customer Support Specialist role is the gateway to many opportunities!

Key Responsibilities

  • Knock Spokesperson: You are the face and voice of Knock CRM for customers up and running on the platform through email, chat, and phone support.
  • Team Player: You are a teaming mastermind, by running point on customer issues and bringing in the right team (Engineering, Product, CSM) at the right time to solve a problem. 
  • Investigator: You are a detective and will use your investigative skills to dig into complex customer questions.
  • Product Know-It-All: You will be a product jedi master and will use your knowledge and experience to come to a long term resolution. 
  • An Author: You create content for the Knowledge Base, creating documentation for both our internal use and for external clients.

Required Background, Experience and Skills

  • Experienced:  You have 2-4 years of experience in Customer Support and YOU LOVE IT.
  • People person: Whether you’re helping someone with an easy question or having an in-depth conversation around someone’s goals, you’re excited to be working with people.
  • Curious: You want to learn about everything around you, including why Knock is so valuable for our customers and how we can add value with every interaction. 
  • Teacher: You love to share what you have learned. You enjoy seeing our customers become more successful because of your help and teaching. 
  • Communicator: You can reduce a complex topic to a few simple steps, putting to rest any fears a client may have.
  • You think big picture: Your mind is always set on “How do I make this easier?” or “How can this step be removed?” You don’t have to see it done before to imagine it.
  • Organized: You have a method to the madness. You can handle interruptions to your day, handling the ebbs and flows with ease and some excitement.
  • Optimistic: You can see the opportunity for every interaction to be a positive one, creating scenarios that end on a positive note.
  • Customer Focused: You always have the customer’s needs in mind and help us find ways of making our processes more customer friendly.
  • Community Minded: We are better together and we win together. You bring value to your community everyday. 
  • Collaborator: You solve problems with your teammates. You help when you see the need regardless if you are asked.

Knock Benefits

  • Health, Dental & Medical Insurance
  • Paid Time Off & Paid Company Holidays
  • Gym Membership at LA Fitness (across the street from the office!)
  • Competitive Salary + Stock Options
  • Public transit reimbursement, bike storage or parking near the office provided
  • Equipment provided
  • Team events
  • Free Lunch Fridays!

At Knock we don’t discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status. We welcome all types!

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Location

Ballard is a hip waterfront neighborhood with trendy restaurants, indie shops, bars and craft breweries centered on historic Ballard Avenue.

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