At Close, we're building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry toward eliminating manual processes and helping companies to close more deals - faster. Since our founding in 2013, we've grown to become a profitable, 100% globally distributed team of 40 high-performing, happy people that are dedicated to building a product our customers love.
At Close, everyone has a voice. We encourage transparency and practicing a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our organization - we believe you bring your best to work when you practice self care (whatever that looks like for you). Unanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our organization. At Close, we have a high care factor for one another, in making an awesome product and championing the success of our customers.
<p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 16pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">About Us</span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 12pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">At</span><a style="text-decoration: none;" href="https://close.com/"><span style="font-size: 12pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> </span><span style="font-size: 12pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Close</span></a><span style="font-size: 12pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">, we're building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry toward eliminating manual processes and helping companies to close more deals (faster).</span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><strong id="docs-internal-guid-cb0fa5cb-7fff-ea1e-bfa4-acd920620571" style="font-weight: normal;"></strong><span style="font-size: 12pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Since our founding in 2013, we've grown to become a profitable, 100% globally distributed team of 35 high-performing, happy people that are dedicated to building a product our customers love.</span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 12pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">We are hiring a Customer Support Executive to help us with the great service experience we provide our customers.</span></p> <p><strong style="font-weight: normal;"> </strong></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 16pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">About the Role</span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">As a Customer Support Executive, you will be responsible for handling support inquiries during US business hours. You will be reporting to the Manager of Customer Support (</span><a style="text-decoration: none;" href="https://www.linkedin.com/in/jrsterner/"><span style="font-size: 11pt; font-family: Arial; color: #1155cc; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Joseph Sterner</span></a><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">). Our "support stack" includes Help Scout, Sift, Stripe, Twilio, Plivo, Guru and Asana.</span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">This role requires a high level of independence and immediate responsibility. Our main focus is the support ticket queue, however you will also be responsible for leading individual projects/initiatives outside of the queue as the need arises.</span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">You’re comfortable working in a fast-paced remote environment with a small and talented team where you're supported in your efforts to grow professionally. You are able to manage your time well, communicate effectively and collaborate in a fully distributed environment. </span></p> <h3 dir="ltr" style="line-height: 1.656; margin-top: 16pt; margin-bottom: 4pt;"><span style="font-size: 13.999999999999998pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Requirements</span></h3> <ul> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Physically based in the CT or MT time zones</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">High-level of proficiency in the English language, both written and verbal</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Experience working in a remote capacity</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">2 years experience working in a customer facing role (sales, support, hospitality, etc.)</span></li> </ul> <h3 dir="ltr" style="line-height: 1.656; margin-top: 16pt; margin-bottom: 4pt;"><span style="font-size: 13.999999999999998pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Nice to haves</span></h3> <ul> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Direct support experience</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Technical/coding experience </span><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">(This includes VoIP, email, network management, APIs, etc)</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Deep knowledge of SaaS + CRM landscape </span><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">(Experienced user of other sales platforms, or programs frequently integrated with Close)</span></li> </ul> <h3 dir="ltr" style="line-height: 1.656; margin-top: 16pt; margin-bottom: 4pt;"><span style="font-size: 13.999999999999998pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Key Responsibilities</span></h3> <ul> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Respond to customer support tickets and take support calls during CT/MT business hours</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Escalating issues to senior support staff and engineering as needed</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Fraud prevention/detection</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Billing reconciliation</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Writing bug reports</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Coordinating with Success to provide extra support to large customers</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Maintaining help center documentation and creating content for new/updated features</span></li> </ul> <h3 dir="ltr" style="line-height: 1.656; margin-top: 16pt; margin-bottom: 4pt;"><span style="font-size: 13.999999999999998pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Why work with us?</span></h3> <ul> <li dir="ltr" style="line-height: 1.656;"><a style="text-decoration: none;" href="https://www.youtube.com/watch?v=ZbyGnLhtj0o&feature=youtu.be"><span style="font-size: 11pt; font-family: Arial; color: #1155cc; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Culture video</span></a><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> 💚</span></li> <li dir="ltr" style="line-height: 1.656;"><a style="text-decoration: none;" href="https://close.io/about/"><span style="font-size: 11pt; font-family: Arial; color: #1155cc; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Our story and team</span></a><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> 🚀</span></li> <li dir="ltr" style="line-height: 1.656;"><a style="text-decoration: none;" href="https://www.glassdoor.co.uk/Reviews/Close-io-Reviews-E1155591.htm"><span style="font-size: 11pt; font-family: Arial; color: #1155cc; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Glassdoor Reviews</span></a><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> </span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">100% remote-first team for over 6 years (we believe in trust and autonomy)</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">2 x annual team retreats ✈️When we start traveling again ;) (</span><a style="text-decoration: none;" href="https://www.youtube.com/watch?v=gKjyXMz-q-Q&feature=youtu.be"><span style="font-size: 11pt; font-family: Arial; color: #1155cc; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Lisbon retreat video</span></a><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">)</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Competitive salary</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">7 weeks PTO (includes company-wide winter holiday break)</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">1 month paid sabbatical after 5 years</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Parental leave (10 wks primary caregiver / 4 wks secondary caregiver)</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">99% premiums paid for excellent medical and dental coverage, including an HSA option (US residents)</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">401k matching at 4% (US residents)</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Dependent care FSA (US residents) </span></li> </ul> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">At</span><a style="text-decoration: none;" href="https://close.com/"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> </span><span style="font-size: 11pt; font-family: Arial; color: #1155cc; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Close</span></a><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">, everyone has a voice. We encourage transparency and practicing a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our organization - we believe you bring your best to work when you practice self care (whatever that looks like for you). </span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">We come from 12 countries and 16 states; a collection of talented humans rich in diverse backgrounds, lifestyles and cultures. Twice a year we meet up somewhere around the world to spend time with one another. We see these retreats as an opportunity to strengthen the social fiber of our community. This team is growing in more ways than one - we’ve recently launched 11 babies (and counting!).</span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Unanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our organization. At Close, we have a high care factor for one another, in making an awesome product and championing the success of our customers. </span></p> <p><br /><span style="font-size: 11pt; font-family: Arial; font-style: italic; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;">Interested in</span><a style="text-decoration-line: none;" href="https://close.com/"><span style="font-size: 11pt; font-family: Arial; color: #000000; font-style: italic; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;"> </span><span style="font-size: 11pt; font-family: Arial; color: #1155cc; font-style: italic; font-variant-numeric: normal; font-variant-east-asian: normal; text-decoration-line: underline; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Close</span></a><span style="font-size: 11pt; font-family: Arial; font-style: italic; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;"> but don't think this role is the best fit for you? View our</span><a style="text-decoration-line: none;" href="http://jobs.close.com/"><span style="font-size: 11pt; font-family: Arial; color: #000000; font-style: italic; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;"> </span><span style="font-size: 11pt; font-family: Arial; color: #1155cc; font-style: italic; font-variant-numeric: normal; font-variant-east-asian: normal; text-decoration-line: underline; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">other positions</span></a><span style="font-size: 11pt; font-family: Arial; font-style: italic; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;">.</span></p>
About Us
At Close, we're building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry toward eliminating manual processes and helping companies to close more deals (faster).
Since our founding in 2013, we've grown to become a profitable, 100% globally distributed team of 35 high-performing, happy people that are dedicated to building a product our customers love.
We are hiring a Customer Support Executive to help us with the great service experience we provide our customers.
About the Role
As a Customer Support Executive, you will be responsible for handling support inquiries during US business hours. You will be reporting to the Manager of Customer Support (Joseph Sterner). Our "support stack" includes Help Scout, Sift, Stripe, Twilio, Plivo, Guru and Asana.
This role requires a high level of independence and immediate responsibility. Our main focus is the support ticket queue, however you will also be responsible for leading individual projects/initiatives outside of the queue as the need arises.
You’re comfortable working in a fast-paced remote environment with a small and talented team where you're supported in your efforts to grow professionally. You are able to manage your time well, communicate effectively and collaborate in a fully distributed environment.
At Close, everyone has a voice. We encourage transparency and practicing a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our organization - we believe you bring your best to work when you practice self care (whatever that looks like for you).
We come from 12 countries and 16 states; a collection of talented humans rich in diverse backgrounds, lifestyles and cultures. Twice a year we meet up somewhere around the world to spend time with one another. We see these retreats as an opportunity to strengthen the social fiber of our community. This team is growing in more ways than one - we’ve recently launched 11 babies (and counting!).
Unanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our organization. At Close, we have a high care factor for one another, in making an awesome product and championing the success of our customers.
Interested in Close but don't think this role is the best fit for you? View our other positions.
<p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 16pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">About Us</span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 12pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">At</span><a style="text-decoration: none;" href="https://close.com/"><span style="font-size: 12pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> </span><span style="font-size: 12pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Close</span></a><span style="font-size: 12pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">, we're building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry toward eliminating manual processes and helping companies to close more deals (faster).</span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><strong id="docs-internal-guid-cb0fa5cb-7fff-ea1e-bfa4-acd920620571" style="font-weight: normal;"></strong><span style="font-size: 12pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Since our founding in 2013, we've grown to become a profitable, 100% globally distributed team of 35 high-performing, happy people that are dedicated to building a product our customers love.</span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 12pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">We are hiring a Customer Support Executive to help us with the great service experience we provide our customers.</span></p> <p><strong style="font-weight: normal;"> </strong></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 16pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">About the Role</span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">As a Customer Support Executive, you will be responsible for handling support inquiries during US business hours. You will be reporting to the Manager of Customer Support (</span><a style="text-decoration: none;" href="https://www.linkedin.com/in/jrsterner/"><span style="font-size: 11pt; font-family: Arial; color: #1155cc; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Joseph Sterner</span></a><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">). Our "support stack" includes Help Scout, Sift, Stripe, Twilio, Plivo, Guru and Asana.</span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">This role requires a high level of independence and immediate responsibility. Our main focus is the support ticket queue, however you will also be responsible for leading individual projects/initiatives outside of the queue as the need arises.</span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">You’re comfortable working in a fast-paced remote environment with a small and talented team where you're supported in your efforts to grow professionally. You are able to manage your time well, communicate effectively and collaborate in a fully distributed environment. </span></p> <h3 dir="ltr" style="line-height: 1.656; margin-top: 16pt; margin-bottom: 4pt;"><span style="font-size: 13.999999999999998pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Requirements</span></h3> <ul> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Physically based in the CT or MT time zones</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">High-level of proficiency in the English language, both written and verbal</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Experience working in a remote capacity</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">2 years experience working in a customer facing role (sales, support, hospitality, etc.)</span></li> </ul> <h3 dir="ltr" style="line-height: 1.656; margin-top: 16pt; margin-bottom: 4pt;"><span style="font-size: 13.999999999999998pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Nice to haves</span></h3> <ul> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Direct support experience</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Technical/coding experience </span><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">(This includes VoIP, email, network management, APIs, etc)</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Deep knowledge of SaaS + CRM landscape </span><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: italic; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">(Experienced user of other sales platforms, or programs frequently integrated with Close)</span></li> </ul> <h3 dir="ltr" style="line-height: 1.656; margin-top: 16pt; margin-bottom: 4pt;"><span style="font-size: 13.999999999999998pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Key Responsibilities</span></h3> <ul> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Respond to customer support tickets and take support calls during CT/MT business hours</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Escalating issues to senior support staff and engineering as needed</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Fraud prevention/detection</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Billing reconciliation</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Writing bug reports</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Coordinating with Success to provide extra support to large customers</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Maintaining help center documentation and creating content for new/updated features</span></li> </ul> <h3 dir="ltr" style="line-height: 1.656; margin-top: 16pt; margin-bottom: 4pt;"><span style="font-size: 13.999999999999998pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: bold; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Why work with us?</span></h3> <ul> <li dir="ltr" style="line-height: 1.656;"><a style="text-decoration: none;" href="https://www.youtube.com/watch?v=ZbyGnLhtj0o&feature=youtu.be"><span style="font-size: 11pt; font-family: Arial; color: #1155cc; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Culture video</span></a><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> 💚</span></li> <li dir="ltr" style="line-height: 1.656;"><a style="text-decoration: none;" href="https://close.io/about/"><span style="font-size: 11pt; font-family: Arial; color: #1155cc; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Our story and team</span></a><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> 🚀</span></li> <li dir="ltr" style="line-height: 1.656;"><a style="text-decoration: none;" href="https://www.glassdoor.co.uk/Reviews/Close-io-Reviews-E1155591.htm"><span style="font-size: 11pt; font-family: Arial; color: #1155cc; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Glassdoor Reviews</span></a><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> </span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">100% remote-first team for over 6 years (we believe in trust and autonomy)</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">2 x annual team retreats ✈️When we start traveling again ;) (</span><a style="text-decoration: none;" href="https://www.youtube.com/watch?v=gKjyXMz-q-Q&feature=youtu.be"><span style="font-size: 11pt; font-family: Arial; color: #1155cc; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Lisbon retreat video</span></a><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">)</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Competitive salary</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">7 weeks PTO (includes company-wide winter holiday break)</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">1 month paid sabbatical after 5 years</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Parental leave (10 wks primary caregiver / 4 wks secondary caregiver)</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">99% premiums paid for excellent medical and dental coverage, including an HSA option (US residents)</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">401k matching at 4% (US residents)</span></li> <li dir="ltr" style="line-height: 1.656;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Dependent care FSA (US residents) </span></li> </ul> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">At</span><a style="text-decoration: none;" href="https://close.com/"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;"> </span><span style="font-size: 11pt; font-family: Arial; color: #1155cc; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: underline; -webkit-text-decoration-skip: none; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Close</span></a><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">, everyone has a voice. We encourage transparency and practicing a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our organization - we believe you bring your best to work when you practice self care (whatever that looks like for you). </span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">We come from 12 countries and 16 states; a collection of talented humans rich in diverse backgrounds, lifestyles and cultures. Twice a year we meet up somewhere around the world to spend time with one another. We see these retreats as an opportunity to strengthen the social fiber of our community. This team is growing in more ways than one - we’ve recently launched 11 babies (and counting!).</span></p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"> </p> <p dir="ltr" style="line-height: 1.656; margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt; font-family: Arial; color: #000000; background-color: transparent; font-weight: 400; font-style: normal; font-variant: normal; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Unanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our organization. At Close, we have a high care factor for one another, in making an awesome product and championing the success of our customers. </span></p> <p><br /><span style="font-size: 11pt; font-family: Arial; font-style: italic; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;">Interested in</span><a style="text-decoration-line: none;" href="https://close.com/"><span style="font-size: 11pt; font-family: Arial; color: #000000; font-style: italic; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;"> </span><span style="font-size: 11pt; font-family: Arial; color: #1155cc; font-style: italic; font-variant-numeric: normal; font-variant-east-asian: normal; text-decoration-line: underline; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">Close</span></a><span style="font-size: 11pt; font-family: Arial; font-style: italic; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;"> but don't think this role is the best fit for you? View our</span><a style="text-decoration-line: none;" href="http://jobs.close.com/"><span style="font-size: 11pt; font-family: Arial; color: #000000; font-style: italic; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;"> </span><span style="font-size: 11pt; font-family: Arial; color: #1155cc; font-style: italic; font-variant-numeric: normal; font-variant-east-asian: normal; text-decoration-line: underline; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">other positions</span></a><span style="font-size: 11pt; font-family: Arial; font-style: italic; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;">.</span></p>
About Us
At Close, we're building the sales communication platform of the future. With our roots as the very first sales CRM to include built-in calling, we're leading the industry toward eliminating manual processes and helping companies to close more deals (faster).
Since our founding in 2013, we've grown to become a profitable, 100% globally distributed team of 35 high-performing, happy people that are dedicated to building a product our customers love.
We are hiring a Customer Support Executive to help us with the great service experience we provide our customers.
About the Role
As a Customer Support Executive, you will be responsible for handling support inquiries during US business hours. You will be reporting to the Manager of Customer Support (Joseph Sterner). Our "support stack" includes Help Scout, Sift, Stripe, Twilio, Plivo, Guru and Asana.
This role requires a high level of independence and immediate responsibility. Our main focus is the support ticket queue, however you will also be responsible for leading individual projects/initiatives outside of the queue as the need arises.
You’re comfortable working in a fast-paced remote environment with a small and talented team where you're supported in your efforts to grow professionally. You are able to manage your time well, communicate effectively and collaborate in a fully distributed environment.
At Close, everyone has a voice. We encourage transparency and practicing a mature approach to the work-place. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our organization - we believe you bring your best to work when you practice self care (whatever that looks like for you).
We come from 12 countries and 16 states; a collection of talented humans rich in diverse backgrounds, lifestyles and cultures. Twice a year we meet up somewhere around the world to spend time with one another. We see these retreats as an opportunity to strengthen the social fiber of our community. This team is growing in more ways than one - we’ve recently launched 11 babies (and counting!).
Unanimously, our favorite and most impactful value is “Build a house you want to live in.” We strive to make decisions that are authentic for our organization. At Close, we have a high care factor for one another, in making an awesome product and championing the success of our customers.
Interested in Close but don't think this role is the best fit for you? View our other positions.
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