COMPLETE Customer Experience Agent, Slack

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

At Slack, we consider Customer Experience vital to our success. We have a roster of high-profile companies that rely on Slack for their communication, and we want to provide them with the best service. Our Customer Experience team's top priority is to make our customers successful and ensure that their experience using Slack is a cheerful and productive one.

As a Customer Experience Agent at Slack, you will require a broad set of skills to be successful. Not only will you be directly responsible for keeping Slack's customers happy, and productive, and ensuring they have the best possible experience, but you will also spend time working with the product development team to share customer feedback and insights as well as testing new features before release to help us build outstanding products for our customers.

Slack has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together we strive to be smart, humble, hardworking, and, above all, collaborative.

What you will be doing:

Optimally resolve customer inquiries in a conscientious, accurate, and timely manner.
Compose personalized responses for a variety of customer requests.
Triage requests and spot trends in customer issues to flag for the wider team.
Empathize with every aspect of the customer experience, putting customers’ needs first.
Identify customers and understand how they can improve their organisation’s performance with Slack Identify, reproduce, and document bugs for our engineering teams.
Collaborate closely with our product development and QA teams to test new features and bug fixes and surfacing meaningful customer feedback. Make active contributions to help achieve team goals and successes.
Contribute to the learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.

Your profile:

You are proficient in English, verbal and written.
You care deeply, genuinely, and passionately about customer support and the role it plays in making a customer-centric team successful.
You have previously worked with customer support for web-based software. You know that every bit of work you do makes a real difference in making our customers happy.
You are a self-motivated, proactive teammate with innovative ideas to inspire customer adoption.
You understand the web and how it works. You're not necessarily writing and deploying your own JQuery-based, CSS-heavy responsive sites, but you're also not afraid of the technology.
You know when something is over your head and are not afraid to ask for help.
You are skilled at explaining technical problems succinctly and clearly.
You exhibit diplomacy, tact, and poise under pressure when working through customer issues.
You are a phenomenal colleague and willing to support others.

Bonus Points
You have a proven understanding of Single Sign On, API, and/or network.
You speak German or French

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