Position Summary: The Client Support Specialist is a frontline customer facing role where the focus is on helping our clients with any technical issues they are having. This role will also help answer product questions, and the Client Support Specialist will also help coordinate website edit requests and other various inquiries regarding the website. The Client Support Specialist also delivers product training upon the website going live.

StoragePug Summary: StoragePug is the fastest-growing software company in self storage (think Shopify, but for self storage). We build high-converting websites to help independent self storage operators compete with national, publicly-traded competitors and provide amazing experiences for their customers.

You’ll join Knoxville’s Fastest Growing Company and #575 on the Inc. 5000 of fastest growing companies in the US!

Pug Fun Facts:

• Google “self storage marketing” and StoragePug is on the first page nationwide
• We are the fastest growing company in East TN
• Our clients have storage facilities all over the country, from New York to Hawaii
• We serve the self storage industry: a $39.5 billion dollar industry with over 55,000 facilities

The Who, What, Where, and Why

Who You Are:

• Driven, motivated, and a joy to work with.
• Customer-centric and love talking to clients.
• Passionate about modern web trends and learning.
• Quick to adapt to new tools and technologies.
• Enjoy working independently and with a talented team.

Core Competencies/Role Responsibilities & Essential Functions:

• Strong written and verbal communication skills

• PugCare Specialist will field question and inquiries via email and chat using Intercom and will also help clients via phone calls/Zoom Meetings and Loom recording
• Embody and deliver the StoragePug experience of Fun, Fast and Familiar with every customer interaction

• Have a deep understanding and knowledge of our Product offerings and services (RHS and Insights)
• Have a high level understanding of SiteLink integration with StoragePug in order to demonstrate surface level technical acumen when having these types of conversations with clients
• Understand the basics of Google Business Profiles in relation to the work we do with optimizing the profiles
• Have a high level understanding and knowledge of the self storage industry in order to apply and understand context of interactions with clients
• Demonstrate problem solving skills with the assistance of available resources and tools
• Be inquisitive in nature and ask questions....understand the why as opposed to only knowing the how

Things that are NOT expected of this role:

• SEO related conversations and inquiries
  • why am I not ranking higher
• Website performance conversations and inquiries
  • why are my rentals down
• Help center and playbook article writing....but this is something PugCare II could start doing
• High level account management conversation where we play the trusted advisor role

As a Client Support Specialist, your will:

• Assist with product questions and inquiries via email, chat and phone
• Deliver trainings via Zoom once website goes live
• Meet with clients via Zoom meetings on occasion when troubleshooting a particular issue (SiteLink E-sign for example)
• Coordinate website edits/additions with our Website Specialist team
• Make basic website edits on clients’ websites
• Look for solutions on various technical issues with the assistance of resources (playbook, help articles, Client Success colleagues, Product Team, etc.)
• Work with our Onboarding team on website launches
• Optimize clients’ Google Business Profile listings
• Work with Client Success to develop solutions and offer ideas for various client requests and problems
• Embody and deliver the StoragePug experience of Fun, Fast and Familiar with every customer interaction
• Other duties as assigned

Action Items/Considerations Moving Forward:

• Training for “Health Check” Accounts....Client Success will probably still do these
• How to to schedule 90-day check-in for Go-live accounts
• How to delegate tasks between the two roles....maybe use Shortcut more....assign website/performance requests in Shortcut...then Client Success reaches out

Qualifications and Qualities:

• Able to communicate with other people and teams effectively.
• Strong written and verbal communication skills.
• Marketing-focused mindset, with a working knowledge of SEO, GMB, and Analytics.
• Impeccable attention to detail and proofreading skills.
• Work at our office in Knoxville, TN.
• Alignment with StoragePug's Core Values.
• Strong commitment to our clients and their success.
• Passion for going above and beyond, always!

Preferred Experience:

• Hands-on experience in building/editing websites using content management systems such as WordPress, Squarespace, or Shopify.
• Creating impactful meta titles and descriptions for local businesses.
• Tech-savvy with experience in G Suite, Help Desk software like Intercom or ZenDesk, CRM software like HubSpot, VOIP phone systems, and DropBox.
• Marketing tools like Google My Business, Google Analytics, and Google Search Console

At StoragePug, we value:

• We Make it Happen. We solve problems. We do what it takes to get things done, and we have a bias for action. We fully commit to the task at hand, and we set the standard for our team.
• Complacency is the Enemy of Success. We are never satisfied with good enough.

• Relentlessly Dig (to Understand Why). We not only invite but expect each person on our team to dig for the best possible approach — without ego, agenda, or condescension.
• We Make Positive, Lasting Impressions. As we journey together, we show up, fully committed. Our team is empowered to make decisions, act, and leave their mark.
• It Makes Us Happy to Make You Happy. We care. No, seriously, our sincere and deeply held belief is that we are conduits of kindness and compassion to others, and we care about bringing joy to others.

We’re looking for people who: 

• Have strong alignment withStoragePug's Core Values.
• Want to be the best at what they do.

Where: 

• This position will be located at our headquarters in Knoxville, TN. 

Why:

All of our products are made with love in Knoxville, TN. We are committed to your growth as an individual and as a leader in marketing. We win when you win, and we’re dedicated to helping you make the most of your experiences here at StoragePug. Your ideas will thrive here.

Come be a part of the Pug!

Salary & Benefits: 

• Salary Range: $55,000-$75,000
• 9 Paid Holidays 
• Starting 15 PTO Days (Up to 5 Weeks Flexible time off after year 3)
• 100% Paid Employee Medical, Dental, Vision, and Life Insurance
• 401k plan
• 2 Volunteer days
• Modern, Relaxed Office Environment, and Dress Code
• Catered Monthly Celebrations
• Business Travel as needed
• Free Pug Swag
• Fancy Coffee Machine
• Free Snacks
• Holiday Team Dinner
• Modern, Relaxed Office Environment, and Dress Code