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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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.

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