Customer Happiness Specialist

About SureSwift Capital


You made it. You found the dream job you’re looking for where people and culture come first. If that’s as important to you as it is to us then please keep reading.


At SureSwift, we’re building the company we want to work for, and we’d like to give you the opportunity to join our fully remote team of 140+ people in 15 time zones around the world.


While we do work hard, we all work remote, and according to our own schedules that make the most sense for ourselves and our families. There are no cubicles, no offices, and there is zero commute time...unless you decide to work from the beach or a coffee shop, and that’s up to you.


We value creating a diverse and inclusive work environment and are committed to building a culture where everyone thrives! SureSwift Capital is proud to be an Equal Opportunity Employer.


About LeadDyno


LeadDyno is an affiliate marketing app that provides customers with everything they need to launch and grow their affiliate program. Customers are able to increase the revenue of their SaaS or e-Commerce business by tracking clicks, leads, and sales in one platform with over 25 program platform integrations. LeadDyno is an easy-to-use solution with great customer service and reviews!


Learn more about LeadDyno here!


Your Daily Challenges


When we welcome you aboard as a full-time Customer Happiness Specialist, we’ll introduce you to your team, which consists of the Product Manager, fellow Customer Happiness Specialists, and software engineers. These are the people you’ll work closely with day-to-day.


Once you get settled in and learn more about the team, your day to day activities will look something like this:

Answering help desk tickets and live chat in an accurate, effective, and timely manner
Meeting with customers via webcam to help navigate and resolve challenges
Lead weekly webinars for current customers and weekly demos for potential users
Onboarding new customers and leading onboarding sessions
Field inbound calls from potential customers and leverage scheduled calls to convert trial users to paid users
Collaborate with your development team on any tickets that require their input
Work with your Product Manager and fellow Customer Happiness Specialists to improve the customer experience
Track and report your success
Attend weekly team meetings
Other duties as assigned

Your Experience and Qualifications

3+ years experience in online customer service
Desk hours require availability around 8am - 5pm EDT (approximately)
Ownership of Customer Success and Happiness
Experience using HelpScout and Jira
Previous experience supporting a software product
Previous experience in converting inquiries to paid users is a plus!
Self-starter, capable of working independently
Strong organization, multi-tasking, and time management skills
Strong analytical and critical thinking skills
Excellent and clear English communication skills, both written and verbal
Previous SaaS or Marketing Affiliate experience is a plus!
Ability to learn and then educate around new software applications quickly
Experience working in an entrepreneurial / startup environment
Experience working with remote teams

Your Compensation


Compensation varies with experience and qualifications. This job is a full-time remote/work from home position.


Background checks will be conducted on final candidates.


Thank you for taking the time to read about this opportunity.