Overview
As a key member of the Eventeny Customer Success team, the Customer Success Specialist plays an essential role in delivering exceptional service to our community of organizers, vendors, and partners. You will support customers across the Eventeny ecosystem, help them navigate the platform, and build strong, ongoing relationships that contribute to successful events.
This is a full-time, salaried position. The Customer Support Specialist works Monday–Friday 11am–6pm EST, with occasional evening or weekend availability to assist Event Organizers during live events.
Here’s what you’ll do
- Maintain a positive, empathetic, and professional attitude in every customer interaction.
- Communicate with customers across multiple channels—including email, phone, virtual meetings, and community forums—with clarity, patience, and professionalism.
- Develop deep expertise in the Eventeny platform and stay up to date on new features, workflows, and best practices.
- Translate product knowledge into clear guidance, offering creative and effective solutions to complex customer challenges.
- Meet established SLA standards for first response time and ensure timely issue resolution within defined service-level expectations.
- Accurately document customer interactions, issues, feedback, and resolutions to support internal visibility and continuous improvement.
- Create and share educational resources—such as help articles, webinars, videos, and community posts—to empower customers and reduce support volume.
- Identify recurring issues, customer pain points, product gaps, and relay insights to internal teams to inform product and process enhancements.
- Serve as a liaison between customers and internal teams, advocating for customer needs and ensuring a seamless experience.
- Provide excellent conversational support that prioritizes customer satisfaction, clarity, and efficiency.
- Collaborate closely with the Hardware Operations and Technical Support teams to troubleshoot issues and ensure smooth event execution.
- Through cross-training, serve as a backup to specialty areas including Onboarding, Enterprise Support, or Hardware Operations Support.
Here’s what we are looking for
- Strong empathy and compassion when supporting customers, especially during challenging situations.
- Excellent verbal and written communication skills with the ability to explain complex concepts clearly.
- Superior interpersonal skills and the ability to engage confidently with customer contacts at all levels.
- Ability to quickly identify challenges, analyze root causes, and brainstorm effective solutions.
- Strong critical-thinking skills for resolving customer issues and de-escalating difficult conversations.
- Proficiency with G-Suite tools, including Gmail, Google Sheets, and Google Docs.
- Familiarity with HubSpot, Zendesk, and Slack (or similar CRM and support platforms).
Benefits of Working for Us
- Flexible schedule.
- Unlimited Paid Time Off – yes, really!
- Fully remote.
- Comprehensive health insurance.
- Vision and dental insurance.
- Group Life Insurance.
- Quarterly employee bonuses.
- Yearly company retreat.
- Potential for customer event access.
- Company provided laptop and general office supplies.
Compensation
This is a full-time position with a base salary range of $55,000 - $65,000 with benefits and bi-annual bonuses. The final offer will be determined by multiple factors including candidate experience and expertise. This is a fully remote position.