Customer Support Executive - EMEA (100% Remote)

Close is a bootstrapped, profitable, 100% remote, ~90 person team of thoughtful individuals who value autonomy and impact.

We 💛 small scaling businesses. Since 2013, we’ve been building a CRM that focuses on better communication, without the hassle of manual data entry or complex UI. Our goal: double the productivity of every sales rep.

As a Customer Support Executive, you’re responsible for answering customer questions, resolving technical problems, and delivering customer experiences that represent the Close support philosophy. 

This role requires a high level of independence and immediate responsibility. The main focus of a Customer Support Executive is our support ticket queue. Support tickets include general questions from our customers as well as system and integration debugging and more technical API support. As a team, we take a consultative approach to support and aim to provide guidance to help our customers use Close more successfully.

You will also be responsible for leading individual projects and initiatives outside of the queue, as the need arises. 

Our team is small, collaborative and fast-paced: we bounce solutions off one another, support one another’s growth, and are passionate about solving problems. We rely on our Customer Support Executives to be able to manage their time well, communicate effectively and collaborate in a fully distributed environment. 

Some of the tools we use are: Help Scout, Sift, Stripe, Twilio, Plivo, Guru, and Asana.

You will be reporting to the Director of Customer Support (Joseph Sterner) and will be expected to work Western/Central European business hours (BST/CEST). 

About You

• You’re physically based in the BST/CEST time zones.
• You’re highly proficient in the English language, both written and verbal.
• You’re experienced working with remote teams from around the world.
• You have at least 2 years experience working in a customer-facing support role at a technology company.
• You have knowledge of the SaaS + CRM landscape. Perhaps you’re an experienced user of other sales platforms, or other programs frequently integrated with Close.
• Bonus points if you have technical or coding experience: This includes VoIP, email, network management, APIs, etc.
• Bonus points if you possess professional proficiency German language skills

In this role, you will

• Respond to customer support tickets by email and occasionally take support calls during Western/Central European business hours (BST/CEST). 
• Become an expert in the Close product including features, integrations, and all capabilities of the software.
• Escalate issues to senior support staff and engineering as needed.
• Prevent and detect fraud. Conduct systematic and periodic reviews of new user sign ups to confirm that they’re enthusiastic Close customers and not malicious or fraudulent users.
• Review and act on any billing changes, updates, refunds or credits.
• Identify bugs in the system and outline them for our engineering team to resolve.
• Coordinate with our Customer Success team to provide extra support to large customers.
• Maintain help center documentation and create content for new and updated features.

🌏 Why Close?

• Watch our most recent culture video featuring our 2023 annual team retreat
• 100% remote company
• 5 weeks PTO + Winter Holiday Break with 2 additional PTO days for every year with the company
• 1 month paid sabbatical every 5 years
• Paid parental leave
• Medical, Dental, Vision with HSA option (US residents)
• 401k matching at 6% (US residents)
• Dependent care FSA (US residents)
• Our story and team 🚀

💚 Our Values

• Build a house you want to live in - Examine long-term thinking and action
• No BS - Practice transparency and honesty, especially when it’s hard
• Invest in each other - Build successful relationships with your coworkers and customers 
• Discipline equals freedom - Keep your word to yourself and others
• Strive for greatness - Constantly challenge yourself and others 

💻 How We Work Together

• Productivity, Quality & Impact - We don’t track hours. We trust you’re an adult and know best how to prioritize, meet your goals and contribute at a high level. 
• Asynchronous communication & collaboration - We have team members all over the world. We don’t expect anyone to work untraditional hours, that means our default is async. Most teams have 2-5 hours of internal meetings weekly. 
• Appreciation for Deep Work - During your normal work day, not after a day a meetings!
• Autonomy & Freedom - Create a work environment that is sustainable for you. We place a high amount of trust and responsibility with our team members from the start. 

Working from 22+ countries, we’re a collection of talented humans rich in diverse backgrounds, lifestyles, and cultures. Close has been 100% remote since 2016, creating an intentional workplace around asynchronous communication and collaboration. Every year we meet up somewhere around the world to spend time with one another. These gatherings are an opportunity to strengthen the relationships within our global community.

We practice a mature approach to the workplace -- manage your time effectively, communicate thoughtfully with your teammates and customers, and produce high quality work. We have impressive tenure amongst the team; we stay at Close because we love working with our colleagues, we appreciate the autonomy and we thrive in an environment that challenges us to do our best work.

Unanimously, our favorite value is “Build a house you want to live in.” We make decisions that are rooted in helping our customers become more successful. We care equally about the health of our business and the wellbeing of our people.