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Customer Support Specialist

| Seattle
TINYpulse makes truly unique software tools for businesses that treasure their most valued resource — their people. We believe happier employees result in stronger companies! We are seeking employees that are inspired by our goal to transform the manager-employee feedback loop. Together we can make stronger cultures.
Over 1,000 companies from around the globe use TINYpulse to engage and develop high-performing teams, including Stitch Fix, HubSpot, Capital One, and Brooks Shoes & Apparel. We are also committed to giving back by donating 1% of our time to our local community, 1% of our product to non-profits, and 1% of our profits to non-profit organizations.
TINYpulse is the world’s leading employee engagement platform and we are consistently striving towards our mission to Make Employees Happier. As a Customer Support Specialist you will be the go to person for customer support related questions. In this role you will gain hands on client relationship experience from initial contact through problem resolution. At TINYpulse, we're passionate about our core values (more on those below). If you possess a high level of customer empathy, sense of ownership, and a real passion for technology, this is the role for you!
Key Responsibilities
  • Learn the TINYpulse platform inside and out to maximize effectiveness with clients
  • Manage customer inquiries via email, phone and Zendesk
  • Answer questions regarding product functionality and perform detailed research requests
  • Escalate cases that are unresolved and communicate effectively with other teams to ensure timely resolution
  • Draft, review and update knowledge articles and other product support documents
  • Support our team of Customer Success Managers with relationship management and contract renewals
Required Knowledge, Skills and Experience
  • Bachelor’s degree or equivalent experience or aptitude
  • 2+ years of experience in a Customer focused type-role 
  • Collaborative by prioritizing ‘we’ and not focusing on ‘me’
  • Deep understanding of technical and usability logic within a software or SaaS platform
  • Positive attitude and warm personality that shines through in customer interactions
  • Strong and proven written and verbal skills
  • Experience in a team-oriented environment, with the ability to apply yourself independently as well
  • Comfortable in a fast-paced startup environment
  • Have a "DELIGHT customer" attitude and love being a part of a close knit team
  • Zendesk experience a plus
To apply, please answer the following questions in your cover letter:
1. Tell us why you want to work for TINYpulse.
2. Our values spell out D-E-L-I-G-H-T:
  • Delight customers
  • Elect to spread positivity
  • Lead with solutions and embrace change
  • Increase communication with open transparency
  • Go the extra mile with passion
  • Hold oneself accountable "Big Freedom = Big Accountability"
  • Treasure culture and freedom
Share 2 examples (preferably from your previous employment) where you have exemplified our cultural values above. Please relate these examples to a specific TINYpulse value
3. Let us know when you'd be available to start.
P.S. Check out our new office that was recently featured in GeekWire.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Backbone.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • HubSpotCRM
    • SalesforceCRM
    • DiscoverOrgLead Gen

Location

TINYpulse Seattle headquarters is half a block from a RapidRide stop, blocks from Seattle Center, and near some of the town's best bites and brews.

An Insider's view of TINYpulse

What are some social events your company does?

Our annual conference, TINYcon, is getting less and less tiny by the year. 2019 will be our fourth, and we host hundreds of customers and prospects. We get face time with the people who actually use and hear inspiration and innovation from HR luminaries. It's also a good party.

Tyler Adams

Communications Specialist

What's the biggest problem your team is solving?

One of our greatest challenges is in how we present value without overwhelming our users. We want our UX and UI to be elegant and fluid without overwhelming with functionality. One way we solve for this is gathering data about user intent, integrating deeply into user workflows, and interviewing customers to learn about problems and processes.

Amber Scoville

Lead Designer

How do you collaborate with other teams in the company?

As a Customer Success Associate, I work with our product team to champion new ideas and suggestions shared each and every single day by our customers. I also get to work collaboratively with our marketing and sales team to make sure customers understand all of the exciting changes around the tool and have the resources they need to succeed.

Raul Garcia

Customer Success Associate

What are TINYpulse Perks + Benefits

TINYpulse Benefits Overview

TINYpulsers enjoy unlimited vacation time, full medical, dental, and vision coverage, and a strong 401(K) plan.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Pet Friendly
We have a well-established dog policy - new pups are introduced via resume.
Recreational Clubs
TINYpulse is a long-standing member of the Seattle IT Sports league. Last season, we fielded dodgeball and softball teams.
Professional Development Benefits
Job Training & Conferences
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