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Current Job Openings:

Job Title:

Customer Experience Representative

Reports To:

Director of Customer Experience

Location/ Travel Requirements

US, TextUs HQ – Boulder

Travel Requirements: None

Compensation Summary

Base Salary Range

$40,000- $60,000 annual base salary, salary commensurate with experience

company cell phone provided

TextUs reserves the right to change compensation plans at any time.

Job Description

Role

The Customer Experience Representative (CER) is responsible for providing exceptional technical support and customer service for TextUs products and service offerings. The CER will support will play a vital role differentiating TextUs from the competition, creating opportunities for value-creation, account retention and expansion.

Primary Responsibilities

  • Engages in conversations with the client to ensure support for TextUs products and services

  • Juggles multiple conversations in our help desk support environment with a wide range of customers

  • Works directly with customers via chat, SMS, and phone

  • Provides remote support/screen shares with customers for advanced troubleshooting

  • Demonstrates product expertise, showing customers around our apps and answering basic usage questions

  • Communicates customer issues internally to prioritize and improve customer experience

  • Maintains accurate documentation

  • Owns account creation/update process

  • Provide recommendations/solutions to customer challenges

  • Maintain subject matter expertise of TextUs products and service offerings

  • Engage in opportunities to learn and grow and share technical expertise with the team

  • May be asked to perform add-on services as TextUs expands our Service offerings, such as:

    • Dedicated support teams

    • Voice support

    • Leading/moderating Best Practice Webinars

    • Reporting & analytics – Intercom customer data

  • Accountable for maintaining accurate documentation in Intercom to track customer touchpoints, capture relevant information and TextUs NPS scores

Qualifications

  • Exceptional written and verbal communication skills

  • Demonstrates product expertise

  • Maintains competitive intelligence and effectively differentiates TextUs products/services

  • Team oriented

  • Proficiency in complex problem solving

  • Strong attention to detail, with a sense of urgency

  • Ability to prioritize issues and resolve them in order

  • Tech savvy – enjoy learning about new technology

  • Experience with a CRM or Support Desk software is a bonus

  • Enjoys working in a tight-knit, startup community, and enjoys the team mentality

  • Positive and energetic attitude with exceptional customer service skills

  • Accountable, asks for feedback and strives for continuous improvement

Performance Expectations

  • Meet or exceed activity expectations/KPIs key performance indicators including ticket resolution and customer feedback/NPS scores

  • Maximize adoption, minimize churn %


CONTACT INFO:

Phone: 303-442-3223
Email: jobs@textus.com


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