Customer Happiness General Support or Live Chat Specialist full-time

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What started as the result of a hackathon in 2014 is now the world’s #1 Instagram marketing platform. Later was built on the idea that social media management should be easy, quick, and affordable. Six years and hundred thousand users later, we’re still going strong. We’re looking for people who can help us build something great for our customers—from content writers, designers to developers. So if you’re the kind of person who really cares about making something meaningful, then keep reading. Our Values Our core cultural values are manifested in our practices and processes every day. We highly value transparency and fairness in everything we do. We look for people who like to move quickly, are ambitious yet humble and have a great sense of humour. If you have a mischievous spark of fun, that’s even better. You have: A natural tendency to take initiative, achieve results and generally #GSD. A desire to constantly stay organized and create efficiency using technology, bringing order to chaos and uncertainty. Teamwork is your middle name. You want to brainstorm with the best of them and are continually looking for ways to do it better. A humbleness to recognize that sometimes you’ll need to apologize and admit mistakes (we’re all human after all!) - Understand and work well in startup culture - be able and willing to take on all sorts of tasks and responsibilities. We list our values and beliefs first because they are non-negotiable; if you're still reading then check out some of the responsibilities you will own. About the Role We’re growing & looking for Customer Happiness Specialists at all levels to join our team! As a Customer Happiness Specialist, you will enable Later's customers to realize their visual marketing objectives through the use of Later's visual marketing platform. You will intuitively understand the people using Later's needs and proactively help identify ways in which they can interact with Later's product to increase their productivity and results. You'll help simplify our product providing self-serve resources that delight the people that use Later. We currently have two opportunities based out of Vancouver, BC depending on your current skill set and where you are looking to grow your expertise. Please review the opportunities below and let us know where you think you could be a fit now and into the future! Opportunity 1: Customer Happiness Specialist - General Support Handling inbound customer inquiries and support requests Communicating directly with customers to answer questions and address issues through emails, live chat and other channels. Proactively reaching out to customers that might need help Communicating directly with customers to identify their goals, direct them to best practices and answer product questions Troubleshooting product issues and bugs from start to finish Working with the engineering team to escalate bugs and fix them in a timely manner Helping improve Later’s self-serve resources Assisting in developing best practices for handling support requests and tracking customer feedback Identifying and tracking customer feedback to better advocate on behalf of our users Helping new customers upgrade and upselling existing customers to the plan of their dreams Requirements for Customer Happiness Specialist: At least 1 to 3 years experience in a customer support role, preferably within a Software as a Service (SaaS) company Opportunity 2: Live Chat Customer Happiness Specialist - Live Chat Handling inbound customer inquiries via live chat primarily The first point of contact for Later’s priority support customers who engage in a live chat Multitasking on live chat; handling up to 3 conversations at once while maintaining a fluid and friendly conversation Responding to customers via emails and other support channels when additional hands on deck are needed Communicating directly with customers to

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