Premier Customer Champion

Job Description

Premier Customer Champion

This role is different from our Customer Champion role as it's an advanced customer support position, and so we're looking for different skills & experience. If you do not have the requirements for this role, please take a look at our current openings for the Customer Champion role. Please refrain from applying for multiple roles at the same time.

Hi there!We're looking for someone that loves to help people solve advanced technical problems and build relationships with users on our highest-paying plans to make them successful in automating their business. If you love interacting with people on a daily basis to help them learn how to optimize their work then read on...

We know applying for and taking on a new job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. Hopefully, you'll take the leap of faith and apply.

• Our Commitment to Applicants
• Culture and Values at Zapier
• Zapier Guide to Remote Work
• Zapier Code of Conduct
• Diversity and Inclusivity at Zapier

Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

Even though our job description may seem like we're looking for a specific candidate, the role inevitably ends up tailored to the person who applies and joins. Regardless of how well you feel you fit our description, we encourage you to apply if you meet these criteria:

About You

• You’re highly skilled in technical customer support. We’re looking for 2+ years experience in customer support, working with APIs or in the SaaS industry.
• You're empathetic to users and can easily put yourself in their shoes. You make customers feel empowered after interacting with support and not stupid because of a small mistake. The purpose of a Premier Customer Champion is to strengthen customer relationships by providing outstanding service and product assistance. You’ll act as our customers’ advocates towards Zapier and are Zapier’s ambassadors towards customers.
• You obsess over the details. Maybe you have a one emoticon and one exclamation point rule of thumb for every email. Maybe it's only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.
• You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.
• You’re an excellent written communicator. We’re also a 100% remote team, and writing is our primary means of communication at Zapier.
• You're persistent. Support at Zapier is so much different than it is at many other software companies. It's not the same questions over and over again, and often involves researching technical nuances of the apps we support. You’ll need to be confident in suggesting effective business workflows for users by developing and demonstrating a strong product knowledge.
• You’re passionate about doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves. You’ll be a skilled multi-tasker, you’ll be able to handle both incoming and ongoing conversations with speed and precision. You won’t be afraid to jump in and pitch with the wider support team if there’s bandwidth or they need help.
• We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Zapier customers. This role is perfect for those who are passionate about offering meticulous customer service at the highest level and working dynamically on a range of projects to assist and achieve the Premier Support team’s goals.
• You’re creative and resourceful. You try as many angles as possible to secure positive press mentions for clients and companies. You keep an eye out for media, speaking, and award opportunities as they arise and keep up on industry trends.
• You believe relationships are critical to success. You have relationships with business and tech media, you have experience working with customers or partners, and you’re able to quickly build trust with cross-functional teams and external agencies.
• You’re solid at time management. You’ll juggle a variety of fast-moving communications projects, and as a part of a distributed team, you’ll be trusted to work with minimal supervision. As a part of a growing company, you have an opportunity to make a big impact, and you’re keen to build processes that’ll make your job more efficient over time.

Things You’ll Do

• Help some of our highest paying customers via email or chat to ensure they have the best and fastest experience possible. You’ll own conversations with your customer and make sure they get a first response within an hour. You’ll support them from start to finish, troubleshooting their problems and answering their questions.
• Work with the product team to build tools that will speed up and increase the quality of support at the same time
• Experiment: this is a startup so everything can change

About Zapier

For the past seven years, Zapier has been helping people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

We believe that with the right tools, you can have big impact with less hassle.

We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

The Whole Package

Location: Remote, Anywhere.

If you want to work remote, that's great. If you want to work near others, that's cool too. Our distributed lets us work with the best people. You don't have to be located in the USA either. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.

Compensation:

• Competitive salary (we don't use remote as an excuse to pay less)
• Great healthcare + dental + vision coverage*
• Retirement plan with 4% company match*
• Profit sharing
• 2 annual company retreats to awesome places
• 14 weeks paid leave for new parents of biological or adopted children
• Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
• Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation.
• Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

*While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to US-based employees.

How to ApplyWe have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate. Please make sure to answer each question. After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.

Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.