Customer Support Advocate - US

Hi! Before diving into the job details, let's give you some context on who we are and what to expect when joining the team.

Typeform, launched in 2012 in Barcelona, drives more than 500 million digital interactions per year and integrates with hundreds of other business-critical tools. We’re expanding from a small Barcelona-based business to a truly international and remote company. We’re hiring talent across Spain, the United States, the United Kingdom, Germany, Colombia, France, Ireland, the Netherlands and Portugal. Be aware, the location is to be subjected to change, depending on the role.

Our vision is a world of more personal business relationships. Through our no-code Saas platform, we believe we can create that world by living our mission: To bring people closer with better conversations. We turn digital interactions into human connections, by offering people-friendly forms, quizzes, surveys, and asynchronous video solutions.

To do so, we look for people who are curious, ready to own their objectives, and passionate about taking organizations to their next chapter. But we are aware it’s not for everyone, our environment is perfect for those willing to become a change agent and roll up their sleeves to build our rocket ship.

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. You will report to the Customer Support Manager and work as part of a team of other support advocates.

About the Role

We are on the search for people who love helping others use our Typeform product in the best way possible. Someone who is empathetic and wants to work collaboratively as part of a team to create a remarkable customer experience as our product and processes evolve. Someone who doesn't have all the answers yet, but really wants to learn.

Things you will do:

• Respond to user inquiries by email, chat, and other channels
• Become a Typeform expert. Educate and inspire users to get the most out of our platform
• Provide a consultative support approach (Actions after Support) beyond the customer's initial query and educate on the opportunities our products offer
• Delight our customers with the best quality answers that meet our high-level standards of customer satisfaction
• Follow Typeform best practices in tagging customer queries to help our operations team with data collection and analysis
• Be a team player and always provide feedback about new feature requests, pain points, and knowledge base improvements
• Work closely with your Team Lead to collaborate with other teams such as marketing, product, and engineering to provide the best service and help us grow as a company
• Identify issues in the platform, troubleshoot and report them to our technical support team
• Help out with other tasks in the Customer Care team such as contributing to team-level goals
• Understand and adhere to scheduling guidelines and processes to ensure service for our customers
• Process refunds, upgrades and downgrades and document changes accordingly
• Review and respond to billing inquiries including invoices, taxes, disputes/chargebacks, pricing and coupons
• Assist and collaborate with internal teams including Finance, Product, Sales, Customer Success and Customer Support with inquiries regarding customers and overall billing process

What you already bring to the table:

• You're currently based in the United States within the Pacific Time zone and able to work a late(r) shift (e.g. till 8pm PST)
• You have at least 2 years of experience working in a customer-facing role (Customer Support, Customer Outcomes, Community)
• You can meet our team's productivity and quality standards
• You can communicate clearly, and have fluency in verbal and written English
• You're motivated to learn fast to become an expert in our products
• You can solve problems with varying complexity, focusing on the customer's needs
• You know how to prioritize tasks efficiently
• You are able to manage multiple competing priorities related to daily tasks
• You're a team player with the ability to work together with other teams
• You've schedule flexibility to work on weekends or bank holidays
• You've demonstrated the ability to show empathy and responsibility for our customer queries providing them with the best answers
• You've experience working with these platforms: Customer Support or CRM platforms (for instance, Zendesk or Freshdesk)

Extra awesome:

• You worked with integrations and API
• You've worke