Cerkl is seeking a driven, curious teammate who loves building relationships, uses empathy-first problem-solving, and thrives on building things from the group up.

As a member of our Customer Success Team, youll be one of the first touchpoints at Cerkl and in charge of fostering our relationships with our customers. Were looking for a leader and liaison for our support team who fosters a positive atmosphere when training and educating CS team members.

Youll help develop and improve our support and education teams processes to drive down our response time and increase value. Location Cincinnati, Ohio Compensation $45,000 - $60,000 / year This role's hiring manager: Maddy Rieman Department Customer Success Employment Type Full Time Reporting To Maddy Rieman ** Key Responsibilities**

* Closely work with various department leaders within Customer Success.

* Support other business functions at Cerkl, such as Sales, Engineering, Marketing, and Product, on projects and provide insights on customer pain points.

* Escalating issues for our enterprise customers and internal support team to solve the most complicated and urgent client cases.

* Manage the day-to-day activities of the Customer Support team by providing guidance and direction as necessary.

* Monitor trending issues and areas of improvement for our product.

* Help to manage overall prioritizations between client cases.

* Serve as a point of escalation for customer issues and ensure the appropriate resources are engaged.

* Build out and expand client educational resources via Knowledge Base articles, webinars, templates etc.

** Skills Knowledge and Expertise**

**Required Skills:**

* Youre a people person who doesnt shy away from leading other teammates.

* Youre an empathetic person whos excited to understand others.

* Youve got a genuine love for problem-solving.

* Youre an excellent written and verbal communicator.

* You have experience with customer service or support across any industry.

* Youve got a basic understanding of key software concepts.

* You have a strong sense of curiosity. We love questions!

* Bonus points if youve got experience with the following systems: Intercom, Totango, and Jira.

** Perks & Benefits**

**Cerkl supports employees whole selves as our business begins and ends with you. We offer competitive benefits because we believe that if you take care of yourself first, the work will follow.**

* **Competitive Compensation:** We value our employees, and thats reflected in our fair, competitive salaries.

* **Flexible Hours:** We arent a 9-5 work environment. Whether youre a night owl or an early bird, we want you to work during your most productive hours.

* **Modern Tech Stack:** From Totango, Intercom, Pendo, Vue.js, Typescript, Laravel, Google Cloud Platform and more, each team-member has input on what kinds of technologies our company uses.

* **Unlimited Paid Time-off:** Getting out into the world or taking a much-needed stay-cation to catch up at home refuels you in a way our coffee machine cant. Cerklers are encouraged to take off the time they need.

* **Insurance Options:** Cerkl offers competitive PPO and HSA options, dental, and vision benefits for all of our full-time employees and their dependents. We also offer all full-time Cerklers a life insurance option.

* **Professional Development Budget:** We hire employees who crave to learn something new, so Cerkl provides the resources. Get the costs covered for that certification youve put off, a conference youve always wanted to attend, or group fees thatll help connect with your peers.

* **Employee-First Culture:** You wont get dinged for going to a doctors appointment or stepping away for a walk. Cerklers are encouraged to recharge and live their lives outside of work.

* **Remote-Friendly:** You don't have to be in the office to make an impact; we've got Cerklers across the US. Our Culture team works hard to make sure remote employees feel connected.

* **No Failure, Only Learning:** When something goes wrong, there's no finger-pointing here. Cerkl teams work collaboratively to solve problems and improve together.

? % buffered00:00 03:11 ? ** About Cerkl**

At Cerkl, we believe that there's a better way for companies to communicate, engage, and understand their most valuable asset - their employees.

Founded in 2012, were dedicated to bringing A.I.-powered consumer-grade experiences to corporate communications. We work with companies of all sizes and industries, including Paycor, Citrix, and Arc'teryx.

Cerkl is always looking to add passionate game-changers to our team to help innovate the digital communications landscape. It's How Work Should Be.

Department Customer Success Employment Type Full Time Location Cincinnati, Ohio Compensation $45,000 - $60,000 / year Reporting To Maddy Rieman This role's hiring manager: Maddy Rieman