Customer Success Associate
DyspatchRemote23 days ago
Dyspatch is looking for a Customer Success Associate to join our growing team. Reporting to the Director of Customer Success, and working in tandem with the Product, Engineering, and Sales teams, you’ll support our customers through implementation, onboarding, and overall success with our tools. Our CS team doesn’t spend all day in the ticket queue - they leverage their technical skills and tackle projects from every department, maintaining an empathetic and customer-centric approach.
There is a lot of potential for career and skill growth on the Customer Success team and you’ll be supported in this at Dyspatch. As a CSA you'll be helping customers via live chat and email to debug technical issues and test different APIs, as well as write technical documentation for the knowledge base that supports our two products. You’ll also work closely with our sales team to help answer technical questions and give live demos to prospective customers.
Salary: $50,000 - $65,000 CAD
Location: We're open to remote candidates willing to work 9:00 am to 5:00 pm Pacific Time.
*Please note that only candidates who currently have legal working status in Canada will be considered for this position.
Our team is temporarily working remotely. The successful candidate will be asked to start as a remote employee and will have the option to work out of our Victoria, BC headquarters when the pandemic has ended or to remain fully remote. We're open to working with the right candidate to find the best solution.
In Your First 3 Months, You Will…
Run through the customer onboarding cycle within our products to learn features and technical implementation for our customers.
Answer tickets and tag them for tracking purposes through our Help Desk integration.
Learn about internal tools and put them into practice as you work collaboratively with other teams.
Independently answer and own customer support tickets.
Be successful and independent on customer chat.
Write and produce technical documentation for new features in conjunction with the Product team.
In Your First 12 Months, You Will...
Create and implement internal tools to streamline troubleshooting.
Own the release of support resources for new features.
Work with the Product and Engineering teams to identify bugs and report usability issues.
Work with the Sales team to onboard new customers and answer technical questions.
Own the ongoing, day-to-day, interactions and priorities of a Customer Success Associate.
Use data and analytics to track and refine customer interactions.
Relevant Qualifications and Experience
Basic Command Line skills
Email HTML experience is a plus
Dyspatch is an email production platform that allows teams to streamline their entire email creation process and empower their email team to easily build emails with a library of pre-tested, on brand email blocks without needing to code. Our portfolio also includes Sendwithus, a transactional email template management platform ideal for SMBs.
We understand that experience can be gained in many ways and that skills are transferable. If you’ve had a non-traditional career path, or if there’s anything you want to clarify about your resume, let us know.
We look forward to meeting you!