Associate Customer Care Agent

Associate Customer Care Agent (in Minneapolis-Saint Paul)

About Staffbase

We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication. Our industry-leading and award-winning communications channels - intranet, employee app and email solutions - create engaging experiences that connect and empower employees.

Headquartered in Chemnitz, Germany, with offices in Berlin, New York, London, and Minneapolis-St. Paul, our diverse team of 750+ employees supports 2,000+ customersreaching over 16.4 million employeesin transforming their employee experience.

We are proud to be a Unicorn companyprivately valued at over $1 billiondemonstrating strong growth, innovation, and lasting impact in our industry. Together, we're shaping the future of workplace communication.

We are growing our Customer department Staffbase is looking for an additional Associate Customer Care Agent in our Minneapolis-Saint Paul office. In this role, you will mainly focus on supporting our customers with all kinds of inquiries to ensure the customers' ongoing satisfaction. With your deep product knowledge, you will be in direct contact with our customers and other internal teams, primarily with Development and Customer Success Management departments.

To support our customers as best as possible, we are looking for colleagues who are open to work from 8am - 4pm Central Time, Monday to Friday.

Important This is a hybrid role. Core in-office days in our Minneapolis-Saint Paul co-working space are Tuesdays-Thursdays, and it is expected that folks will be in the office at least 2 days per week during core days.

What you'll be doing

Provide outstanding customer service mainly via phone, email, and in the future, also live chat

Answer general queries, after-sales requests, product, and technical inquiries

Take ownership of the support tickets and be responsible for funneling them through all process stages until you find the perfect solution

Investigate potential bugs and errors, escalate if necessary, and inform other parts of the team continuously

Reaching out proactively to customers who might face an issue to inform them about it

What you need to be successful

Experience in a customer support role with an ability to talk to customers via phone, email, and live chat

Working experience in a customer-facing role, and you enjoy interacting with customers on a day-to-day basis

You are able to communicate on a high level with customers and internal stakeholders, e.g., Sales, Development, and Account Management

General understanding of how HTMLCSS works

Excellent communication skills

You are a motivated team player with passion, humor, and enthusiasm, who enjoys working in an international and diverse environment

You are a tech and smartphone-savvy person

Experience with a ticket system (e.g. Zendesk) and live-chat system (e.g. Intercom) is a big plus

What you'll get

Competitive Compensation - we offer attractive salary packages including a Long Term Incentive Program

Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $1608

Growth Budget - all employees get a yearly budget for external training of $1100

Recharge - 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August to enjoy a summer break (Recharge Fridays)

Wellbeing - Monthly Wellbeing Allowance ($40 USD), from fitness to mental health, hobbies to relaxation

Support - we're offering a 401(k) plan with company match and health plans, including dental & vision. Parents can get 12 weeks of paid parental leave

Team Building - Regular team and office events including the yearly Staffbase Camp

Volunteer Day - you'll get one day off per year for supporting a social project

Employee Referral Program - one of your friends is a fit for one of our full-time openings? Refer them and get a referral bonus paid

Minneapolis-Saint Paul

Customer Care & Support