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Customer Support Specialist

​Love taking on a pile of tickets and transforming it into neat stacks?
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Love taking on a pile of tickets and transforming it into neat stacks? 

 

👋 In case we haven’t met before, here’s Supermetrics in a nutshell

  • We build marketing and business data connectors that help over half a million people get data. Literally.
  • Our more well-known customers include HubSpot, Shopify, L’Oreal, Disney, Dyson, and WarnerBros (but we also serve thousands of agencies and smaller companies). 
  • Supermetrics was officially founded in 2013 as a result of our CEO Mikael’s will to win a Google t-shirt (which he did!). We’ve been profitable and growing ever since.
  • But enough about us, let’s talk about you!

Why are we looking for you to become a key part of our team?

Our products are incredibly powerful tools for our customers in cutting hours of time and manual effort from their reporting and analysis processes. This means, we're actively used around the globe and receive plenty of inquiries, questions and reports on issues from our customers. We need your help and expertise with handling this incoming traffic in our ticketing system, as well as for building and improving our processes.


What kind of background and talents do you have?

You've been working in customer support or a customer-facing project manager role before, and have experience in incident coordination. Maybe you’ve already made friends with our ticketing system Freshdesk in your previous role too? You feel at home in a technical environment and love building processes to make life easier for your colleagues and customers alike. In addition to your organization skills, you find your communication skills and patience to be some of your strong points.

 

You have most, if not all, of these skills in your toolkit:

  • Superior organizational skills. You enjoy a neat dashboard where all issues are appropriately tagged and assigned to support agents 
  • Experience in using a ticketing system - we use Freshdesk but don't mind if you've used another corresponding system instead
  • Feeling comfortable in a technical environment. You don’t need to be a developer yourself, but the more you understand about software, the easier it is for you to get up to speed with our products and systems
  • Knowledge in ITIL functions and processes
  • Ability to juggle tasks according to their urgency and prioritize - some call it multitasking, you might see it as you have a built-in agile backlog 


Not a skill, but we hope that you have a passion for building a stellar customer experience ❤️

 

How would you use your skills in your daily work?

  • Your organizing and incident coordination skills are absolutely integral for you to be able to manage our incoming tickets 
  • The ability to recognize patterns and categorize them appropriately helps you with understanding when an issue has a larger reach and should be prioritized and escalated 
  • You'll need your strong communication skills to ask insightful questions from both the customer and internally from your team members. You’ll also need them to inform customers of issues and progress in a friendly and empathetic manner
  • Your ITIL knowledge will help you assess the current state of our support processes, see where improvements are needed/can be done, and then plan how we’ll make them happen
  • Any technical knowledge and experience you’ve accumulated will come in handy when you dive into our products and start learning how they work 


What’s in it for you?

  • Work as a part of a diverse and talented team of like-minded people in a caring environment  ❤️
  • Grow your skills and deepen your expertise in supporting a truly international customer base
  • Be a part of a product company where everyone shares a common goal of making us the best business data pipeline ever 

Sounds like your cup of tea? Leave us your application latest by March 14th!


Or, know someone who would be a perfect fit? Let them know!

Atlanta

1175 Peachtree St NE
30361 Atlanta Directions View page

Have a peek at our new headquarters in Helsinki

Take a look around at our super cosy Helsinki HQ, that we've renovated with love to be the inspiring environment that we all get to enjoy on a daily basis - from fun meeting rooms and nature vibes to sauna with a view and terrace equipped for grill parties ✨

Already working at Supermetrics?

Let’s recruit together and find your next colleague.

email
@supermetrics.com
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