Customer Success

The role of a Customer Success Manager at Canonical

Customer success is a new and strategic department at Canonical, with the objective to reduce risk and churn, facilitate the adoption of new products or services and support expansion within existing accounts. Customer Success Managers (CSM)  are responsible for developing trust with their assigned customers and providing them with the best possible experience navigating Canonical's vast offering. Through a clear understanding of their customer’s objectives, the CSM can activate a large range of internal and external capabilities to alleviate any pain point, align expectations, as well as help draw and deliver on an appropriate collaboration roadmap.

We are growing our Customer Success team to continue offering thoughtful, smart, precise interactions across our product portfolio, from Ubuntu to open source infrastructure and applications.

This role is a first step in the CSM organisation. Although you will primarily focus on the Tech segment, including the store customers, you will also have a portfolio assigned. Ubuntu is chosen by thousands of new users every month. Our responsibility is to ensure the best user experience for them through problem-solving, onboarding, enablement and value realisation all the way to success. Collaborating with other teams and participating in campaign efforts, you will connect with a diverse set of users of Canonical products and identify our future champions.

Location: This role will be based remotely worldwide.

What your day will look like          

• A strong focus on supporting customers by finding solutions to ticket requests.
• Enrich documentation about problem solving, Q&A, onboarding materials.
• Drive campaigns targeting multiple customers through digital touch-points and activities.
• Identify high potential as well as high risk customers from newly onboarded users or customers
• Onboard new customers and introduce them to our products and support processes. Products include: Ubuntu Pro, MAAS, Landscape, Openstack, Ceph, Kubernetes, data applications and many more.
• Collaborate with Sales and Support in developing and delivering engagement plans that fulfill the customer's objectives.
• Engage with your portfolio of customers to ensure risk identification
• Collect feedback from customers and format them for review by the product team

What we are looking for in you

• Customer-facing experience
• An empathetic individual with a natural drive to help others
• Passion for technology, infrastructure and Ubuntu in particular is a must
• Excellent presentation skills
• Strong organisational skills, ability to structure and constantly update documentation
• A team player capable of interacting with all departments internally

Additional skills that you might also bring

• We at the Customer Success team strongly appreciate various languages! Therefore, if you possess proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian, alongside an excellent command of English, please inform us!

What we offer you

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

• Distributed work environment with twice-yearly team sprints in person - we’ve been working remotely since 2004!
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme
• Opportunity to travel to new locations to meet colleagues from your team and others
• Priority Pass for travel and travel upgrades for long haul company events

About Canonical

Canonical is a pioneering tech firm that is at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world on a daily basis. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do.

Canonical has been a remote-first company since its inception in 2004.​ Work at Canonical is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game. Canonical provides a unique window into the world of 21st-century digital business.

Canonical is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

#LI-remote

Imagine waking up each day excited for work, knowing that your efforts contribute to a global movement that impacts the world. If you’re ready for a career transformation, then we have an exhilarating opportunity for you at the Interaction Design Foundation (IxDF)!

Join us, and you won’t just be changing jobs—you’ll be elevating your career on a global scale. At IxDF, we’re not just a company; we’re a movement dedicated to making high-quality design education accessible to everyone, everywhere. With team members and learners from over 100 countries, your role at IxDF will have a worldwide impact. From engaging with diverse cultures to contributing to a platform that reaches millions, your daily activities will be anything but ordinary.

Our Commitment to Our Members

At the core of every decision we make and every strategy we implement lies our unwavering commitment to our members—they are the fundamental reason for our existence. This profound dedication drives us to exceed their expectations at every turn. We are on the lookout for a candidate who embodies our ethos: someone who is not only exceptionally talented and diligent but who also possesses a profound empathy for our learners' needs and a relentless pursuit of excellence. Your role will be pivotal in ensuring that each member feels valued, supported, and inspired throughout their educational journey with us.

Your place in the IxDF Universe

• Correspond daily with members and prospective learners across multiple channels—email, chat, and social media—providing quick, accurate responses to their questions. You’ll troubleshoot issues, offer guidance, and ensure a seamless user experience.
• Act as a brand ambassador by upholding our excellent reputation in every interaction. You’ll communicate our mission and values clearly, taking pride in representing a global community dedicated to design education. It’s a big responsibility, but also incredibly rewarding!
• Collaborate cross-functionally with teams across the organization to improve internal workflows and enhance the platform’s user experience. You’ll be the bridge between departments, ensuring that our operations are efficient and focused on delivering the best outcomes for our members.
• Perform general administrative and ad-hoc project support, assisting extended team members as needed. Whether it’s organizing tasks, scheduling, or helping with project coordination, you’ll ensure everything runs smoothly and efficiently.
• Maintain and improve documentation by ensuring that our knowledge resources are up-to-date, easy to access, and provide value to both our internal teams and learners. Your work will directly contribute to helping others succeed.
• Shape internal processes that directly impact engagement and key performance indicators (KPIs). You’ll analyze workflows and recommend improvements to help us provide even better services for our members.
• Update our internal knowledge base and contribute to department-wide initiatives focused on knowledge sharing. You’ll ensure that important insights and best practices are easily available to all, driving continuous improvement.
• Communicate and collaborate effectively with other teams to relay customer needs and insights. By sharing valuable feedback, you’ll help us maximize retention, improve member satisfaction, and drive growth.
• Embody our values as you are often the first point of contact for our community. You’ll play a key role in welcoming and supporting members, helping our foundation grow and strengthen through meaningful interactions.
• Take full accountability for your tasks, managing your responsibilities with independence and self-discipline. You’ll consistently deliver high-quality results, meet deadlines, and maintain focus while balancing multiple priorities with minimal supervision.

About You

• You thrive in a fast-paced environment where you handle ad-hoc projects of varying complexities with ease and enthusiasm.
• Helping people excites you, and you take pride in earning their gratitude through your support and problem-solving skills.
• You are resourceful and autonomous, always ready to take on new tasks and projects with a problem-solving mindset that ensures everything gets done efficiently.
• Attention to detail and thoroughness come naturally to you. You enjoy ensuring that every task is completed with care and precision.
• You relish solving problems—especially the ones that haven't even been noticed yet. Meeting specific needs of different people brings you satisfaction, and you enjoy proactively addressing challenges before they arise.
• You are fluent in written and spoken English with exceptional writing skills, perfect grammar and an appreciation for the power of tone, brevity and microcopy.
• You take full ownership of tasks, knowing what it means to see something through to completion and deliver high-quality results.
• Consistency is key for you, and you stay focused even when tasks become repetitive, ensuring nothing slips through the cracks.
• You are comfortable with tight deadlines and excel at prioritizing tasks to meet them, keeping projects on track.
• Resilience is one of your strengths, and when things go off-track, you bounce back quickly, offering valuable solutions to move forward.
• You are highly self-disciplined, thriving in a flat hierarchy where you enjoy the freedom and minimal supervision that comes with it.
• You are located within a time zone from Europe (UTC+0) to East Asia (UTC+8), making it easy to collaborate with our global team.

Bonus Points

• You get bonus points if the art of writing isn’t just a skill, but a passion. You find joy in crafting each sentence with care and precision.
• You have a genuine curiosity about user experience (UX) design and are interested in how it can improve the quality of life for people around the world.
• You love making complex concepts accessible, and you enjoy teaching or explaining ideas in a way that’s engaging and easy to understand.
• You have an exceptional talent for creating structure, and you take pride in organizing processes and tasks in a way that’s efficient and clear.

What We Can Offer

• A highly valued role: Many organizations undervalue admin and support employees, but at IxDF, you’ll be joining one of our most valued and cherished teams. Your contributions will be recognized as essential to our success.
• Opportunities for growth and impact: At IxDF, you’ll have room to grow professionally while making a real difference. You’ll contribute to projects that directly impact our global community, adding value to the educational experience of thousands of learners.
• A Global, Purpose-Driven Team – Work alongside passionate professionals from all over the world, united by a common mission.
• Engagement with a Thriving Global Community – You’ll have the opportunity to support and interact with our local groups, educational partners, and community initiatives. Whether it’s helping organize IxDF Local Groups, facilitating partnerships with educational institutions, or engaging with our vibrant design community, your work will contribute to a stronger, more connected global network of UX professionals and learners.
• A full-time position, within a fully remote organization. Daily video-based collaboration with your colleagues from elsewhere on the planet, and you’ll get to meet up on team trips every year.
• A work culture with no fluffy titles, political agendas and corporate drama. Your colleagues value your warm character, your strong work ethic, and the results you deliver. Junior or senior, if you embody old-school virtues of always striving to deliver results, learn and become better every day, you'll thrive at the IxDF.
• A daily mission to help impact, empower, and enrich the lives of millions of people by creating affordable high-end design education for everyone across the planet. It’ll be yours too.
• A company where the distance between idea and execution is minimal. We’re a highly agile organization with zero bureaucracy or corporate politics – and with exceptional order and efficiency.
• A company culture where passion meets high performance and excellence. To help us improve the world (and yourself in the process), you’ll need grit, strong work ethic, long-term thinking, and self-discipline.
• We thrive because we have a hands-on attitude and a bias towards action as opposed to fluff-filled, unrealistic strategies. You’ll need crisp execution skills yourself and the ability to impress your colleagues with concrete results, just like they’ll impress you.

How to Learn More and Apply  

To submit your application as well as learn more about our Work Culture and Values, please visit https://www.interaction-design.org/about/careers

Please apply as soon as you can—we’re firm believers of “the sooner, the better” and we’re looking forward to working with you!

Hello 👋

** Please apply with english resume**

We’re looking for a Web Support Technician to join our growing team with the goal of making our customers successful. We are the creators of Matomo, the leading open source web analytics solution that gives people full control of their data and built-in privacy. If you love solving tech problems with passion for customers and enjoy interacting and working with all types of customers from around the world (from small to large scale corporations), and love variety, this job has it all.

The Web Support Technician contributes to the team’s mission of making customers successful and enabling them to realize business value, so they remain customers for life. We have high expectations around giving our customers quick, accurate, and awesome support so they can focus on doing what they do best. In addition to answering customer questions about our website analytics solutions, support tasks include leading projects to drive efficiency, documenting knowledge so customers can self-solve questions, and develop tools that allow our client to be more satisfied with Matomo and InnoCraft. You will closely work with the Support team and collaborate with the Developers team.

Roles and Responsibilities 🚀

-   Passion for Customers - deliver happiness to every customer you interact with by answering their questions mostly via email.

-   Helping Customers - Provide guidance to customers through implementation, onboarding, business reviews, renewal and anything that comes in-between.

-   Voice of Customer - in collaboration with other teams, contribute to the success of VOC by capturing data for analysis and utilise customers' feedback and insights into customer preferences, expectations and dislikes to better understand customers' needs. In collaboration with the Products team, proactively create and comment on Jira tickets and relevant GitHub issues daily to amplify customer voices and drive Matomo's product strategy development.

-   Technical Capability - debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed.

-   Process and Help Guide Documentation - document and contribute to improving our internal processes and systems and customer interactions. Help improve our user & customer facing documentation and guides.

-   Matomo Continuous Learning - Become more knowledgeable about our web & mobile analytics products than anyone else.

-   Ongoing Growth Capability - Become an expert in the larger web analytics space. Develop your skills in cutting-edge web technologies (JavaScript, jQuery, CSS, HTML, mobile development, etc.), used on our customers’ websites and apps.

-   Flexibility - Available to lead occasional customer calls during the evening hours of New Zealand (for customers in Europe).

-   Ensure that Matomo and InnoCraft are delivering business value.

About InnoCraft and Matomo 📊

At InnoCraft, we offer analytics products and SaaS to enable our users to grow their business. We believe in openness, privacy and 100% data ownership. Our mission is to liberate analytics, and we are passionate about measuring for success. That’s why we created Matomo Analytics, the leading open-source analytics platform used on more than 1 million websites and apps in over 150 countries, available in more than 50 languages. The Matomo platform collects, stores and processes a lot of information: billions of data points each month. We create intuitive, simple and beautiful reports that delight our users.

We are a fully remote and our community is worldwide with a strong core in New Zealand, Europe and Canada!

At Matomo we are committed to:

-   Innovative Work Culture: Matomo fosters a culture of innovation and continuous learning, encouraging employees to explore new ideas and technologies to stay ahead in the analytics industry.

-   Global Team: Matomo's diverse and inclusive team spans across the globe, offering a rich, multicultural work environment and the opportunity to collaborate with talented professionals from different backgrounds.

-   Flexible Work Environment: With a strong emphasis on work-life balance, Matomo provides flexible working hours and remote work options, allowing employees to achieve a healthy balance between their personal and professional lives.

Minimum qualifications 🤓

-   Must be fluent in english and french

-   At least 5 years of work experience in Web Services Support and at least 1 year experience in IT Support would be ideal.

-   At least 1 year of work experience using web skills like JavaScript, Jquery, HTML, CSS, AJAX

-   At least 2 years of work experience using Linux and web servers

-   Relevant experience of stack (SQL / ngix / php , etc)

-   Excellent technical troubleshooting skills

-   Experience working or using web analytics (eg. Matomo or Google Analytics)

About you ✨

-   Passion for customers

-   Excellent communication skills both written and verbal

-   You must have an analytical mind, a “sense of urgency” and critical thinking skills

-   Highly self-motivated

-   Highly result driven

-   Highly self directed

-   Ability to manage multiple priorities, commitments and projects

-   Great team player

Location🌎

-   100% Remote work position

-   Must be based out of France, Germany, Portugal, Romania or Italy

Working Hours:

-8am to 5pm with an hour break

-You may need to join early or late meetings based on customer needs; however, you will be able to adjust your hours accordingly

Benefits 💪

-   Remote work (save many hours on commute, and save money)

-   Co-working space paid for and/or work from home

-   Home office equipment supplied

-   Flexible hours

-   25 days of paid holidays per year plus your national public holidays

-   Sick leave

-   Health Insurance: Your Well-being, Our Priority

-   A huge “playground” to grow your skill set

-   Volunteering Day: Empower Your Impact

-   Bereavement Leave for Pets: Compassion Beyond Boundaries

-   Training Opportunities

-   Mental Health Support Services

How do we interact working remotely? 💻

Remote working works really well here in Matomo. We use Slack as our main communication channel. We also have a 15 minute team daily huddle, a team meeting once a week, and a once a month company wide “All-Hands” meeting. Also, a regular one on one catch up with the Team Leader at least once a week. And we document all internal processes and knowledge articles using Confluence.

This role requires individuals to participate in 24x7 roster.

Diversity and Inclusion 🤗

InnoCraft celebrates the things that make you, you! We are an inclusive employer and do not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status or disability. We actively seek diversity in our workplace and embrace individuals with unique backgrounds, perspectives, and abilities!

Come join our growing team that’s helping ensure a safer, more privacy-focused web/internet!

#LI-Remote

About the job

As a Customer Success Manager at Cemantica, you will play a critical role in ensuring our customers thrive with our platform. Your key objectives will be to maximize customer satisfaction and retention, drive product adoption and engagement and build trusted, long-term relationships.

You’ll act as the primary point of contact for our customers—guiding them from onboarding through to ongoing success. You will lead training sessions, support day-to-day needs and serve as the customer's internal advocate, collaborating closely with cross-functional teams to continuously improve the Customer Experience and influence product development based on real user feedback.

About Cemantica

Cemantica is a leading end-to-end Customer Journey Management software leveraging CX best practice and the power of AI. Our mission is to empower organizations worldwide to achieve business transformation goals, from strategy to execution.

At Cemantica, our culture is the heartbeat of who we are and how we work together. We are passionate, innovative, professional and customer obsessed - driven by a shared purpose to help organizations become truly customer-centric. We’re a global, diverse, and collaborative team that thrives on curiosity, creativity, and delivering real impact. Everything we do is rooted in empathy, excellence and a deep desire to revolutionize the customer and employee experience.

Joining Cemantica means becoming part of a culture where feedback fuels growth and continuous learning is a way of life. We value people who are energized by progress, open to honest conversations and eager to bring their full selves to the table. If you’re someone who loves solving meaningful problems, puts the customer at the center of your thinking and believes in the power of simplicity and teamwork - you’ll feel right at home here.

Your job responsibilities include

• Onboarding and Training: Guide new customers through the onboarding process, provide training on Cemantica platform and ensure a smooth transition to using the product
• Account Management: Develop and maintain relationships with key stakeholders within customer organizations, conduct regular check-ins and identify opportunities for upselling or cross-selling Cemantica's offerings
• Customer Support: Handle customer incidents effectively through email, phone or chat and provide timely solutions or workarounds, analyze and report product malfunctions, troubleshoot scenarios and share feedback with relevant teams. Document the reception, treatment and closure of tickets in the CRM system
• Customer Advocacy: Act as a customer advocate within Cemantica, gathering feedback, identifying trends and advocating for product enhancements or feature requests based on customer needs
• Renewals and Expansion: Work towards customer renewals by demonstrating the value of Cemantica's solution, communicating with customers on new product releases, identifying expansion opportunities and negotiating contract renewals as needed

What we are looking for

The ideal candidate will be an excellent communicator, technically savvy, and passionate about delivering outstanding Customer Experience. You’ll have a strong mix of customer-centric mindset, problem-solving ability and the technical aptitude needed to guide clients through a complex SaaS platform and thrive in a fast-paced, global environment.

• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role in a SaaS or tech environment
• Excellent verbal and written communication skills in English is ESSENTIAL; fluency in French is a strong advantage
• Based in EMEA with the ability to work remotely in a full-time, long-term contractor position
• Proven ability to build trust and maintain long-term customer relationships
• Strong technical aptitude – ability to quickly understand and explain a complex platform, troubleshoot user issues and confidently guide customers through onboarding and advanced usage
• A customer-first mindset with a proactive, positive and solution-oriented attitude
• Experience in or strong interest in Customer Experience (CX) and Journey Management is a significant advantage
• Strong problem-solving skills with the ability to analyze root causes, manage competing priorities and resolve issues effectively
• Comfortable collaborating across departments, including Product, Support and Sales, to advocate for customer needs and drive continuous improvement
• Skilled at managing multiple accounts and tasks with high attention to detail and strong organizational skills
• High responsiveness to meet customer needs in a timely and professional manner

About Horizons

At Horizons, we're building the infrastructure to power borderless teams. By handling global payroll, benefits, taxes, and compliance, our technology enables businesses to hire anyone anywhere compliantly at the push of a button.

If you're interested in adding to our vision of enabling people to work in dream jobs, for every company, and from anywhere in the world, apply now!

We're committed to building a global, diverse team representing different and varied backgrounds, perspectives, and experiences. We welcome applications from everyone, regardless of gender, ethnicity, sexual orientation, religion, civil or family status, age, or disability. Being a Horizoneer means being part of a growing, international family.

Position Overview:

As a Customer Support Content Specialist, your job is to make support content clear, discoverable, and genuinely helpful. You'll be responsible for creating and maintaining high-quality knowledge base articles, internal support documentation, and agent macros that reduce ticket volume and improve customer experience.

This is a cross-functional role where you'll collaborate closely with product, customer support, and success teams to ensure customers always have the right information, whether they’re troubleshooting a bug, learning a new feature, or reaching out for help.

Key Responsibilities:

• Write, edit, and manage self-service content (Help Center articles, FAQs, product walkthroughs)
• Maintain internal knowledge bases for support agents (macros, playbooks, workflows)
• Translate product updates and complex workflows into clear, simple instructions
• Analyze support ticket trends and customer feedback to identify content gaps
• Own content audits and maintain accuracy across all support documentation
• Collaborate with CX, Product, and Marketing to ensure a unified tone and style
• Implement and improve knowledge base tagging, hierarchy, and searchability

Key Qualifications:

• 2+ years in content creation for support, knowledge management, or technical writing (ideally in SaaS)
• Excellent written communication and editing skills
• Familiarity with customer support platforms (Zendesk, Intercom, Help Scout, etc.)
• Experience working cross-functionally across support and product teams
• Ability to write for different audiences, end-users, internal teams, and stakeholders
• Strong organizational skills and attention to detail

Nice to have:

• Experience with content management tools (Confluence, Notion, HelpDocs, etc.)
• Understanding of HTML/Markdown
• Background in UX writing or instructional design
• Familiarity with analytics tools and using data to guide content improvements
• Experience in chatbot content or support automation flows

Preferred Competencies:

• Excellent communication and interpersonal skills (written and verbal), with a keen attention to detail and discipline.
• Strong decision-making and organizational skills, with the ability to provide expert advice and practical solutions.
• Proven ability to collaborate effectively with cross-functional teams, leveraging communication skills, knowledge, and expertise to resolve issues.

What it's like working at Horizons

Our service & product. We're a technology company, not an accountancy, payroll provider, recruitment firm or similar. We build a workforce management platform that allows our customers to hire the best talent in minutes, without worrying about compliance, payroll, or HR admin.

Our amazing team and environment. Working at Horizons means you're working on something very exciting: Allowing every person on the planet to have access to equal opportunities in living a fulfilled work and personal life. We believe in hiring from within and going the extra mile to retain top talent. As the company continues to grow extremely fast, you will be given the opportunity to develop and grow alongside.

Our benefits and perks. Being a Horizoneer means that you get the benefit of:

• A competitive salary
• An asynchronous working environment
• A "Remote-First" company environment (or Hybrid) - based on the nature of the job
• The ability to work from abroad for a short period of time
• Growth opportunities within the company
• We provide all new joiners with the necessary hardware to ensure you have the tools you need to succeed from day one

How to apply

Please fill out the form and upload your CV in a PDF format.

If you don’t have an up-to-date CV but you are still keen to reaching out, please feel free to add a copy of your LinkedIn profile instead.

Need help? Get in touch with us at: [email protected]

Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, Aircall unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences. With a global team of 600+ across nine offices, Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City, Aircall is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success.

How We Work at Aircall: At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in

We are looking for a talented Support Systems & Tools Specialist to join our Support Operations & Strategy team. This role will ensure our customer support teams have the best tools and workflows to provide outstanding customer experiences, in a context of rapid growth.

You will be responsible for managing, optimizing, and supporting the tools and technologies that power our customer support teams. This includes configuring and maintaining our ticketing system (Zendesk), knowledge base, live chat, phone system, automation tools, and integrations with other platforms. You will collaborate with customer support, IT, and engineering teams to enhance efficiency, improve automation, and drive seamless support experiences.

Responsibilities

• Administer, configure, and maintain support tools (e.g., Zendesk, Aircall, etc.)
• Manage integrations between support tools and other internal systems (e.g., Salesforce CRM, databases, Looker, Qualtrics), partnering with technical teams
• Monitor system performance, troubleshoot issues, and ensure data accuracy and integrity
• Act as support tools subject matter expert and owner in large projects (Virtual Assistant implementation, agent co-pilot technology, development of custom solutions, support funnel revamping, etc)
• Work closely with customer-facing teams (Support but also Success, Onboarding, Sales) to identify inefficiencies and implement solutions
• Provide technical support and training to support team members on system functionality and best practices
• Develop and maintain automation, workflows, and macros to streamline support processes
• Stay up to date on emerging customer support technologies and recommend enhancements, in particular around application of AI

Qualifications

• 4+ years of experience in a similar role, preferably within a B2B SaaS company
• Strong experience with Zendesk is a must and highly critical to be successful in this role
• Familiarity with APIs, integrations (Salesforce notably), and automation tools such as Zapier
• Experience with reporting, analytics and data management tools (Looker, Zendesk Explore), SQL knowledge a plus
• Exceptional written and verbal communication skills, with proven ability to work collaboratively
• Ability to work independently and manage multiple projects simultaneously
• You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownershipScripting (e.g., JavaScript, Python) and knowledge of web technologies are a strong advantage

Please submit your resume in English.

We know that success comes from smart work and deserves to be recognized and rewarded

We value people who are bold, ambitious, collaborative and customer-centric. We’re a global community growing together.

If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for!

Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.

Why join us?

🚀 Key moment to join Aircall in term of growth and opportunities

💆‍♀️ Our people matter, work-life balance is important at Aircall

📚 Fast-learning environment, entrepreneurial and strong team spirit

🌍 45+ Nationalities: cosmopolite & multi-cultural mindset

💶 Competitive salary package & benefits (health coverage, lunch, commute, sports)

DE&I Statement:

At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our Aircall journey.

We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the table -- providing equal opportunities to develop and thrive.

We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open because we realize that we have work to do and much to learn.

Want to know more about candidate privacy? Find our Candidate Privacy Notice here.

If you're passionate about technology and customer support, can back our content strategy, and execute with a minimal amount of hand holding then we'd love to have a conversation with you. We're looking for a customer support specialist that loves interacting with our customers.

The job

Solve customer issues by developing expertise in relevant product areas and by learning to troubleshoot a diverse range of customer issues. The ideal candidate will be comfortable working in a rapid changing startup environment and is willing to be evaluated based on objective performance measures.

You'll own and be responsible for:

• Support and engage with KeyCDN users.
• Provide fast, accurate and personalized communication to our customers.
• Primarily focused on content, customer success, community relations, and sponsoring.
• Maintain our knowledge base to improve the accuracy of the support we provide to customers.

What skills and experience we're looking for

• Bachelor's degree or higher, ideally in information technology, communication, or marketing.
• A strong practical understanding of web technologies (e.g. HTML, WordPress, and web frameworks).
• The experience and ability to create high quality content for multiple channels.
• Native English speaking (preferably located in North America or Europe).

What we absolutely need in a candidate

• Willingness to roll up your sleeves - We have a small (but rapidly growing) operation, so this isn't a role for professional managers.
• Passion for learning new things - We hit a relatively broad base of skillsets in our work, so if you just want to focus on the one thing you do well then this may not be the position for you. Ideally you'll be able to teach us things as well.
• Value Evidence over opinion - At KeyCDN it's far less important to be right than it is to get it right.
• Genuine enthusiasm for the problems we're solving - Life is too short to do anything that you're not excited about.

Please apply by emailing us at jobs [at] keycdn [dot] com.

No recruiters or agencies.

About Us

We operate multiple SaaS platforms in the B2B Lead Generation space, with team members located throughout North America and Europe.

The Opportunity

We're looking for an experienced Client Success Manager who will oversee a portfolio of assigned customers and liaise with cross-functional internal teams to manage and constantly improve the customer experience.

The ideal candidate is very passionate about customer service and has a natural desire to provide prompt, friendly, helpful, and professional support. A solid technical background is preferred - you don’t need to know how to read or write code - but you understand basic technical terminology and can have a comfortable conversation with a SaaS company about what they do and their business objectives.

This is a long-term, remote position. Preference will be given to candidates able to work within Western European or North American time zones. A reliable internet connection is required. We offer a base pay + performance-based commission.

Day-to-Day Responsibilities

• Have deep, working knowledge of the product, with the ability to conduct product walk-throughs, answer customer questions and troubleshoot issues
• Serve as the end-to-end, main point of contact for all customer account matters, including conducting onboarding calls and maintaining regular phone and email communication
• Review campaign performance, strategize with the internal team on potential areas of improvement, and present that to the customer
• Follow existing processes and identify areas of improvement
• Liaise with campaign and technical team through the CRM and maintain clear and comprehensive account notes
• Drive retention and growth among existing customers

Requirements

• Impeccable English (written and verbal)
• Previous Customer Support or Account Management experience
• Decent technical knowledge - You feel comfortable speaking to a SaaS company about their business
• LinkedIn experience - Beyond having a profile, you know how LinkedIn functions and could give an overview of all the features
• Strong organization skills - You are process-oriented and like to create your own systems to stay organized so nothing slips through the cracks
• Strong communication skills - You’re a great listener, good negotiator and have strong presentation skills
• Sharp attention to detail - Nothing gets past you. You can see the big picture and small details all at once
• Prior remote experience - Or the ability to work independently and successfully liaise with a distributed team

The product

June is the next-gen analytics for B2B SaaS companies. We provide everything a B2B SaaS needs, from enrichment, to account-level analytics, and deep CRM integrations.

Analytics products are normally technical and intimidating, we're building an experience that is simple and approachable.

If you want to give the product a try you can sign up from here and see our demo account

This is a glimpse into how we build products, and here are our engineering principles, and how we work overall. We move fast and take initiative. So will you.

This role

Your primary responsibility is to ensure our customers realize the value from the investment they have made in June. In order to accomplish this, you will work to ensure that our product and its capabilities are used correctly. Effectively, you’ll need to become a customer's trusted advisor. You will partner closely with Sales and Support to make sure that the whole customer journey is positive. You will also amplify the voices of the customers by driving continuous feedback into our Product team.

What you’ll do:

• Take up to 15/20 customer calls per week
• Jump in to help the support team on the toughest requests
• Proactively monitor and engage customers to drive increased value from June’s analytics
• Build and own relationships across a full book of business and embody the trusted advisor role
• Drive product adoption, customer satisfaction, and overall influence on customer health scores
• Proactively nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals
• Flag and proactively mitigate churn risks within a book of business
• Translate customer insights into actionable feedback for our product and go-to-market teams
• Run monthly themed office-hours to improve customer engagement and satisfaction

About you

• Excellent listening skills, customer-centric mentality and empathy towards users and customers
• Excellent English level
• 1+ years experience in a B2B or B2B2C SaaS company
• Experience in working cross-functionally daily. Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc)
• Strong written and verbal communication skills
• Be a quick learner and have the ability to collaborate in a constantly evolving environment
• Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
• Experience or high curiosity about the SaaS space

About us

• You'll join Ferruccio 🇮🇹, Vinayak 🇮🇳, Pranav 🇮🇳, Enzo 🇫🇷 , Adis 🇮🇪, Dan 🇪🇸 and Alberto 🇮🇹
• We're backed by some of the best investors in the world like Y Combinator and Point Nine
• You will grow fast and work at scale - we process millions of data points per day

About Onport

We know how important it is for retailers to be efficient and this is why we built an end-to-end automation platform to manage inventory and operations from one single place. Our cloud-based technology allows marketplaces of any size to scale by letting us handle the complexity of the business so that they can focus on growing their business.

We’re a rapidly growing team that brings together people from all over the globe taking collaboration to another new level. We encourage our people to go above & beyond and shoot for the stars and we welcome explorers, curious and disruptive people.

The Role

Onport is looking for a Technical Support Specialist who will be responsible for supporting our customer base from a product knowledge and technical standpoint through our Support System, post launch as well as throughout their onboarding journey with Onport.

You are expected to reply to client queries in our support system, identify the underlying issue and fixing it to the best of your abilities, documenting troubleshooting workflows, or conveying the message to the development team.

You will also be responsible for writing technical documentation on Onport’s technical features (API and webhooks) so that clients know how to use them without the need to rely on support.

What You'll Do

• Reply to customer inquiries through Support System / Email;
• Create support documents on Onport’s technical and product capabilities;
• Deliver an excellent service to Onport customers by complying with pre-established SLAs and KPIs;
• Lead and conduct complex investigations while troubleshooting technical issues;
• Communicate with other internal Tech teams and coordinate customer feedback.

Who You are

• Experience as Business Analyst / Quality Assurance / Technical Support/ Integrations Specialist;
• Experience in a client-facing role;
• Experience in supporting key enterprise grade accounts in a SaaS environment;
• Familiarity with SQL tools, command lines;
• Mandatory experience with any of the following: e-commerce / marketplaces / dropshipping / e-commerce inventory management or shipping;
• Knowledgeable and experienced in Product/Software development, with understanding of all different phases, from the beginning all the way through implementation and continuous improvement, experienced working in Agile environments;
• Highly proficient in English.