Customer Support Advocate

One sunny Barcelona morning, two designers sat down to build a beautiful lead gen form for a bathroom company's showroom. They ended up reimagining the data collection experience, and realized it was one idea they wouldn't flush down the toilet. Today, Typeform is a team of over 400 people from more than 35 countries, with offices in Barcelona, Spain and San Francisco, US.

We're building a world where brands, businesses, and their communities can have more personal relationships with the people who matter most. To do this, we give people the tools they need to have conversational experiences at scale-because meaningful relationships start with conversations.

From online lead forms and engaging quizzes, to face-to-face encounters in the office, help us build more meaningful relationships, one conversation at a time.

About the Team

You will be part of a diverse and growing Customer Support team, which spans multiple time zones and continents made up of different specialty teams such as billing, compliance, and technical support. Our VideoAsk Support team assists customers using our own latest video-based product in addition to traditional ticketing and chat-based support. You will report to the VideoAsk Support Manager and work as part of a team of other support advocates.

About the Role

Our VideoAsk Support team has the unique role of supporting our customers using the same product they are using to connect and engage with their customers. This isn't a typical support role, and our support advocates own customer issues and queries end-to-end.

What you'll do:

• Respond to user inquiries through asynchronous or live video, email, and other channels.
• Engage with VideoAsk customers to gain insights into their needs and help nurture them in their early days of using the product
• Be a VideoAsk expert for our customers and our internal team. Train, guide, and inspire users to get the most out of our product
• Troubleshoot and report issues in the platform to the Engineering team, help prioritize them, and craft alternative workarounds for users
• Represent the VideoAsk brand by bringing your best self to every customer interaction
• Delight our customers with the best quality answers aiming at pushing the high-level standards of customer satisfaction
• Use customer feedback about our product and support resources to shape the future of VideoAsk
• Work with the Product, Growth, Engineering, and Customer Education teams to achieve the best possible outcomes for our customers
• Be a team player and provide feedback about new feature requests and pain points.
• Work with the VideoAsk team as an embedded resource to help close the loop with insights and opportunities/innovation
• Follow documented processes in data collection, tagging, and tracking

About You

We are on the search for people who love helping others using software they've never experienced before. Someone who likes to wear a whole closet full of hats. Who likes to try and figure out how things work while having fun and engaging with others along the way.

Here's what we are after:

• You are based in Spain or the UK
• Near fluent or native level of English, including proper use of spelling and grammar
• You have at least 3 years of experience working as a Customer Support Specialist
• Experience supporting customers in a Software as a Service (SaaS) environment
• You have teaching/training experience with sales-based customer interactions
• You can solve problems with varying complexity, focusing on the customer's needs
• Willing to talk with customers over video in an engaging way that builds trust
• Passionate about helping users get the most business value out of the products your support
• You can improvise when needed
• You can design customer solutions with little oversight, take initiative, and are comfortable in an environment that is sometimes ambiguous
• You are able to manage multiple competing priorities from internal and external stakeholders, weighing the tradeoffs between these priorities
• You can work 100% remote if needed and have adequate space and internet connection to support video interactions with customers

These would be great:

• Experience recording yourself in video (e.g vlogging)
• Some technical experience with video and embedded web content
• Experience creating video tutorials
• Have worked on an early-stage product
• Technical support experience
• Experience working in a support role for a B2B product
• Interested? Hit Apply now and show us what you've got.
• Today, more than 2.5M people from all over the world use Typeform. We celebrate the diversity of our customer base, and we want our employees to reflect those differences. At Typeform, we're committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal opportunity workplace.