Customer Success-Support Coordinator - SureCam

Day In the Life As a Customer Success-Support Coordinator...

You will work with SureCam’s Head of Global Operations, Client Success Team Lead, and the rest of the  Customer Success Team to support, guide, and develop our customers. The Customer Success team takes responsibility for the entire lifecycle of our clients; from the onboarding process, client service, account growth and client retention. The mission of our  Customer Success team is to provide an unrivalled level of support to our clients, ranging from fleets of <10 to fleets of 4,000+.

Are you ready to join a dynamic, innovative company? SureCam provides commercial vehicle fleets with real-time visibility into harsh driving events and accidents. We help fleets run safer, and more profitably.  Our solution, a network-connected dash cam and software platform, provides access to footage in real time and gives fleet operators the information they need to minimize claims/insurance costs and increase safe driving. 

Are you ready to make an impact? We are a team united by a vision to protect the lives and livelihoods of fleet drivers, owners, and the communities they serve. We’re here to help safety managers and fleet owners find the technology they need to get the job done. We believe every fleet, from 5 vehicles to 5,000 should have access to the same best-in-class technology that provides real time visibility into what’s happening on the road.  

All The Responsibilities We Will Trust You With 

·        Respond in real time to customer inquiries.  

·        Engage in cross-functional partnerships with colleagues in sales, marketing, support, and development to deliver on our customers' goals.  

·        Demonstrate expertise in customer success to address customer needs proactively, in real-time, and focus on long-term success and growth for our client base. 

    Troubleshoot equipment and work with our customers on live calls to isolate issues and drive resolution. 

·        Assist in creating internal and external guidance as we continue to scale and grow.  

·        Support a culture of  customer success across SureCam.  

·        Communicate clearly with colleagues on client needs and align on solutions.  

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·        Empower our customers on how to best use our platform, troubleshoot equipment, and make recommendations for their future use.   

Provide basic training to customers via phone or webinar on basic functions of the software

What You’ll Bring to The Table 

·        3 years + work experience in any customer service industry particularly: Retail/e-Commerce, Hardware/Software Troubleshooting,, or Call Center 

·        Technically competent, comfortable with computers, and a quick learner 

·        Superb written and verbal communication skills 

·        Technical skills to solve problems and a solution-oriented mindset. 

·        Confidence in your ability to speak to customers in real time through a variety of channels and methods. 

·        A genuine interest in people and get satisfaction from being able to help them. 

·        Pride in your work and understanding the importance of doing things right the first time. 

·        A love of teamwork and learning. 

·        High level of ambition, career focus, and are looking for an employer that can support that desire and wants to help you grow and develop your skill set and career. 

Experience with Live Support via chatbot or other in-platform tools, preferred but not required.

·        Experience with CRMs such as Salesforce and Zendesk 

·        Experience with managing systems such as Office 365 and Slack. 

• Prior experience with process documentation, preferred but not required.

Successful Candidates Demonstrate 

·        High levels of critical thinking 

·        Exceptional verbal and written communication 

·        Embraces candid feedback to grow 

·        Solution-focus 

·        Growth Mindset 

·        Resilience 

·        Adaptability within a fast-paced environment 

Perks  

·        Flexible schedule (i.e., can work from home 2 days per week post-onboarding) 

·        Comprehensive - medical, dental, vision, & 401k 

·        Paid holidays and unlimited PTO 

·        Office provided snacks and company outings

Belonging & Accommodations 

SureCam provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.  

Disclaimer: The intent of this job description is to provide a representation of the types of duties and levels of responsibility that will be required of positions given this title. This job description shall not be construed as a declaration of the total of the specific duties and responsibilities of any position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.