Customer Support Associate

Company

Coast is a no code platform focused on the deskless workforce. We offer Android, iOS, and web apps to serve teams that are on the go. Our product blends chat and customizable workflows to enable teams to communicate and get work done more effectively.

Coast supports a wide range of daily operational needs and we serve a very wide range of organizations. Our primary focus right now is providing solutions for critical maintenance needs.

Check out some of our product demos to see Coast in action!

Role

We are looking for an empathetic, organized, and dedicated individual to join the customer success team. You will utilize your problem-solving approach to engage with maintenance managers, facility managers, and everyday technicians and help them to understand and navigate Coast. You will systematically map out issues and product feedback to improve both our support processes and the product itself. Above all, you will provide an excellent customer experience on behalf of the company.

What you’ll do

• Respond to and solve incoming support requests via email, live web chat, and phone conversations.
• Lead the onboarding process for new customers, including coordinating kick-off meetings, setting expectations, and outlining the onboarding timeline.
• Provide consultation to customers, supporting all stages of new customer onboarding – from understanding their unique needs, challenges, and goals – to guiding them on best practices for using Coast to deliver on their business outcomes.
• Deliver best-in-class trainings tailored to customer specific functionality built during the implementation process ensuring a comprehensive understanding of Coast’s offerings.
• Map out the most frequent issues and identify potential automated help solutions.
• Work with our product and technical support team to help solve customer issues.
• Proactively drive product adoption and education in the onboarding and re-engagement process.
• Improve help documentation such as better help articles, videos, gifs, and more for our customers.
• Provide Voice of Customer feedback to the Product team on a regular basis

Requirements

• Proficient in written and verbal English communication.
• Comfortable working US hours (PST, CST, EST time zones).
• At least 1 year of customer support experience.
• Previous experience working within Intercom or Zendesk is highly preferred.
• Confident, friendly, and compassionate communication skills.
• Strong organization and problem-solving skills.
• Interest in the technology industry.
• Advanced skills in Microsoft Excel is a plus

Coast is actively seeking to diversify the team and you can learn more about us here. Women, minorities, and individuals with disabilities are encouraged to apply. We recognize that not only does a range of experiences and backgrounds help make this team strong, it also helps us empathize and build better products for our diverse customer base. We are an equal opportunity employer and strive to create a joyful and supportive place to work.

We are NOT able to support work visas at this time.

What we can offer you

Team: We are a tight knit and very strong core team of thirteen people. We are a highly customer focused, honest, skilled, direct, solution oriented, creative, ambitious, and fun crew. Previously we’ve worked at big companies like Adobe, Amazon, Meta, and Microsoft and at both early and late stage for startups like about.me, HotelTonight, Upkeep, Latch, and Fitbit. We solve tough customer problems together and continually help one another level up.

Product: The market we are going after is massive and way underserved. Our customers love the product and use it for hours every day. What you will be building will directly impact their everyday life. We use Coast as our central nervous system just like our customers!