Customer Support Associate
Denver, CO
Full Time
or

THIS POSITION IS REMOTE

Build your Career with Us 
 

We're Email on Acid. Our mission is simple, make the complex task of e-mail testing easy. Through a suite of innovative tools, education and first-class customer service we enable our customers to put their “best email forward”, get delivered and look good doing it. Email on Acid (EOA) stands out by delivering value through leading-edge email rendering tools, community collaboration and competitive pricing.

EOA was born July 2009. From bootstrapped to industry leading provider, over 100,000 worldwide customers use our platform. When we started, email development was anything but easy. The internet was full of resources for web developers, but hardly anything to help email developers. So, we set out to create a service that would make it easy to find and fix email problems, and give developers and marketers a place to talk about email. We love email and we love our customers. We are dedicated to making email marketing as simple as possible.


What We Offer 

  • Energized Work Atmosphere:
    • Intelligent and driven colleagues
  • Comprehensive Compensation:
    • Competitive salaries, 100% paid health, dental, and vision benefits for employees, health savings options, 401(k) with an employer matching
  • Work/Life Balance:
    • Remote workers, Generous PTO, Paid maternity leave
  • Individual Wellness:
    • Company paid Life insurance and Employee Assistance Plans
  • Incentives:
    • Annual group bonus program
  • Annual Professional Development reimbursement

Our Values 

Communication – We listen to understand 
Courage – We take smart risks 
Discipline – We lead by example 
Honesty – We are sincere, forgiving 
Impact – We accomplish important work 
Innovation – We discover practical solutions 
Passion – We are tenacious 

Our Motto

Be Courageous. Be Humble. Give a damn. 

The Role of our Next Teammate

The Customer Support Associate at Email on Acid will be responsible for engaging with our most important audience – our customers! This will happen through a variety of tools: Intercom, Zendesk, phone, and of course email. You’ll manage customers issues, concerns, and act as a mouthpiece of the customer to the company. You’ll help our customers with issues from billing through complex troubleshooting in a highly technical world.

What You Will Do

- Provide First-Class Customer Service.

o Our customers are ridiculously important to us. You’ll embrace this philosophy and provide customer service that creates trust and confidence from Email on Acid users.

- Engage with our customers.

o Customers can contact our support team through a variety of media: chat, phone, ticketing system. You’ll be the primary responder to these customers across our channels. You’ll probe to better understand issues, assure them that their issue is being resolved, and follow up with them related to outcome. You will track contacts and manage customer data to strengthen the future experience we can provide.

- De-escalate challenging situations.

o Our customers are passionate about email, and your role is make sure that when they have concerns we can collect information accurately, provide realistic expectations, and de-escalate issues to keep our customers on track.

- Identify themes and escalate issues internally.

o As the closest, most consistent touch to our customer base, you’ll be responsible for identifying themes across reported issues, advising internally on the scope of impact issues may have, and escalating to the proper teams for resolution as needed.

- Participate on a high-functioning team.

o The Customer Success team at Email on Acid relies on each member to do his or her part. You’ll engage in regular professional development and team-building interactions, both contributing to a positive team culture and reaping the benefits of shared accountability and purpose. (We have a LOT of fun, too.)

Qualities and Experience You Possess

  • 1+ years experience in customer success work environment.
  • Strong written and verbal communication skills
  • Excellent time-management skills
  • Ability to multi-task
  • You’re willing to learn, adapt, and change on the fly
  • You’re dedicated to professional development and personal growth
  • You want to work on a strong team to shape the culture of an organization
  • You see challenges as opportunities, and you get “fired up” about finding solutions
  • Strong analysis and troubleshooting skills
  • Previous technical support experience
  • BA/BS in Business, Marketing, or related field is desired but not required
  • HTML or coding experience highly desired, but not required
  • You’re willing to learn, adapt, and change on the fly
  • You’re dedicated to professional development and personal growth
  • You want to work on a strong team to shape the culture of an organization
  • You see challenges as opportunities, and you get “fired up” about finding solutions

Role is Remote. Applicants must have a home office or private space equipped with the tools you need to work remotely. A standardized technology package of hardware is provided to you by Email on Acid.

Are you ready to join our team at Email on Acid?

 

Loading Job Application......

If you have questions, please contact careers@emailonacid.com