Collaborate with our customers and internal departments to provide outstanding customer service and help leverage the use of Shiftboard products for maximum impact. The position is for an evening shift from noon to 9 pm and includes a weekend call rotation. 

Who we’re looking for

The next member of our outstanding customer success team has a passion for helping customers solve challenges and achieve their best work.

What you’ll do

• Use logic and skills/training to properly perform software troubleshooting
• Analyzes root causes and resolves issues
• Respond to customer requests escalated from Tier 1 customer support and provide guidance on complex customer issues
• Answer technical questions, solve technical problems, and suggest appropriate workarounds
• Resolve customer service issues and skillfully manage complex customer service problems
• Manage customer expectations and experience in a way that results in high customer satisfaction
• Consistently meet and maintain department standards and goals
• Define and describe technical best practices
• Configure and customize new Shiftboard sites and understand and configure interfaces to third-party applications
• Guide new customers through a tailored implementation process
• Develop and maintain strong relationships with associates and clients to ensure maximum satisfaction and retention levels
• Become an expert in the features, benefits, and implementation of Shiftboard

Skills you’ll need

• 2+ years of prior experience in customer support, preferably in a high-tech SaaS industry
• 2+ years software application implementation experience, preferably within a SaaS environment
• Experience with Salesforce.com and/or CRM applications
• Fanatical commitment to customer success and knowledge of customer service principles and practices
• Strong technical aptitude with a desire for continuous learning and improvement
• Experience configuring and troubleshooting software and peripherals
• Demonstrated analysis, problem-solving, and troubleshooting expertise
• Ability to effectively prioritize and escalate customer issues as necessary
• Excellent written and verbal communication skills, particularly as it relates to technical concepts
• Ability to multi-task and perform effectively under pressure

What you’ll get

• Competitive salary
• Ownership opportunity: Employee stock option program
• Healthcare: Medical/dental/vision benefits
• Transportation benefit: Choice of ORCA card or monthly subsidy
• 401(k)
• Unlimited PTO
• Ten paid holidays
• Career advancement opportunities (We are growing!)
• All the equipment you’ll need to be successful, including MacBook your first day

Who we are

Shiftboard is a cloud-based scheduling and workforce management solution for organizations with shift-based workforces. Simply put, we automate the complexities of scheduling hourly workers by integrating staff information, scheduling demands, and communication tools into one solution. We help companies around the world overcome the complexities of staff scheduling and people management with our revolutionary scheduling solution.

In our constant pursuit to better serve our customers, all of our team members bring creativity, pragmatism, and intellectual rigor to their responsibilities. We have high expectations of each other and work as a team to continually improve on our industry-leading platform. Our growth mindset, coupled with execution, has allowed Shiftboard to create a revolutionary product.

Shiftboard seeks to make every employee feel appreciated. In addition to a competitive salary and benefits package, we offer an employee stock option program, unlimited paid time off, a business casual dress code, and an open communication policy. We are expanding rapidly and the time to get in on the ground floor is now. If you appreciate being challenged to do your best work, making a difference every day through innovation and commitment to customers, and copious amounts of free food, please take the time to send us your resume!