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🙏 Customer Success (Support) Representative

  • Growth
  • Full-time
  • Remote
  • 45K - 55K USD a year

2022-05-24 16:29:59 UTC

💖 About Heartbeat

Heartbeat is a plug-and-play online community builder. Think “Shopify for online communities”. Our goal is to enable a world where anyone can find their tribe & be their true selves on the internet.

On Heartbeat, creators can build a tailored community with all the building blocks they need — threads, chats, voice calls, docs, calendars, user directory, matchmaking, analytics, integrations, and more on their own domain.

We founded Heartbeat 18 months ago and used that time to...

  • build a beautiful, feature-rich product across web, desktop, iOS, and Android

  • bring on +2,000 customers who are creating engaging, inclusive, and meaningful communities

  • raised funding from a world-class team of builders, advisors, & investors with experience crafting billion-dollar products

We’re a cozy team of 4, fully remote, and looking for the next Hearchitect to join our team 💕

✅ What you'll do...

  • Help onboard new communities to Heartbeat

  • Handle incoming inquiries and issues from our customers through Intercom (our support ticket system), messages will likely

  • Create guides, tutorial videos, and mini-courses to provide better product education for customers

  • Work directly with our founders to improve support infrastructure, and as a result, community engagement across all of Heartbeat

  • Think like a customer - work directly with our engineering teams to constantly build new features and deliver an amazing new customer experience

😍 You'll enjoy this role if you...

  • Enjoy being a generalist and working on different kinds of problems

  • Want to have a strong influence on the direction of the product & the company

  • Thrive working in an autonomous environment

  • Are naturally curious and enjoy learning & experimenting with new technologies

🤔 Some problems we've worked on recently...

  • Built a 16-day email sequence based on Superman’s email onboarding

  • Full video user guide based on Webflow University

  • Designing & running weekly live support calls with our founders, monthly town halls, and weekly community builder masterminds with 50-75 customers attending each!

🔍 What we're looking for...

  • 1-2 years of previous experience in a support or customer-facing role

  • Empathy for users and the desire to carefully craft delightful user experiences

  • Great oral & written communication skills

  • The ability to balance long-term best practices and iterating & shipping quickly

  • Strong emotional intelligence

  • Bias towards actions — you aim to fix the problems around you of your own volition.

⭐️ Bonus points if you...

  • Have built or led a community before (online groups, college orgs, local soccer club, etc.)

  • Have previously founded a startup

  • Enjoy playing with new technology and teaching yourself new tools

  • Have previous experience working with tools in our support stack (or comparable alternatives): Intercom, Mailerlite, Superhuman, Loom, Hubspot

✨ Our Culture

Heartbeat isn’t for everyone and that’s okay! We need people that are obsessed with building a more intentional and inclusive internet. Here’s what we believe in:

  • Dedication to Craft. Each of us is on a continual quest to improve what we do and become world-class operators within our domain. While we start at different points, this focus on continual learning and continuous improvement brings us together.

  • Constantly Curious. Every member of our team is marked by an insatiable curiosity about the world around them. We aim to constantly learn & experience more to better shape our own worldview.

  • Deeply Empathetic. We listen, understand, and grow from the struggles of others in a different place than we are. We recognize this shared empathy makes us stronger & more impactful in the long run.

  • Have fun with it. What's the point of all this work if you aren't actually having actually fun? Work is a massive chunk of our lives and at Heartbeat, we believe there's no reason we can't enjoy the work we're doing with a fun group of people all striving to be experts in their own practice.

Remote restrictions

  • Workday must overlap by at least 5 hours with Atlanta, GA, USA