This is a hybrid position based out of our London office.
Visa sponsorship is NOT available at this time
What You'll Do:
- Take ownership of reported customer issues, research, troubleshoot, identify solutions, and communicate directly to clients by means of email, screenshot, GIF, screen share, phone call, etc.
- Utilize Zendesk ticketing system to respond publicly to tickets and collaborate internally with Product Support and Customer Success team
- Own special initiatives on the Product Support team to uphold our team’s core pillars
- Lead special projects with clients in collaboration with Customer Success team, including consulting on software migrations and connecting FloQast to new integration partners
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams (Product Support Management, Customer Success Management, Set-Up, Engineering, Product, etc.)
- Refine existing articles and author new articles on the FloQast Knowledge Base to deliver efficient self-help resources for clients
- Lead internal and external trainings for core application and new product offerings
- Any other duties or tasks that may be assigned to help the company, the department, and our clients meet their goals.
What You'll Bring:
- Experience in customer-facing role required
- Highly motivated and results-driven with a desire and ability to learn SaaS methodologies and master our product, as well as the desire to become subject-matter-expert on integrations
- Logical thinker & strong problem solving/troubleshooting skills
- Strong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathy
- Excellent verbal and written skills to be able to assist customers over email and/or screenshare, including the ability to communicate technical issues to a technical and non-technical audience
- Excellent time management skills– ability to organize and manage multiple priorities and meet deadlines
- Familiarity with team systems a plus, including Zendesk, Slack, Guru, Zoom, Gong, JIRA, Pendo, Salesforce, GSuite, Showpad, and Gainsight
Nice-to-haves:
- Experience working in SaaS industry preferred
- Bachelor's degree or equivalent work experience preferred.
- Familiarity with cloud-based ERPs (NetSuite, Intacct, QBO) and Cloud Storage Providers (Box, Dropbox, Google Drive, OneDrive, Egnyte) a plus
- Familiarity writing Regular Expressions (Regex) a plus
About FloQast www.floqast.com
Our values serve as a compass that guides our decisions and are considered non-negotiable, especially when it comes to hiring. Together with our employees, partners, and customers, we live these values every day.
Unwaveringly Authentic
Here’s Why You Should Apply:
Competitive Compensation & Stock Options
FloQast is regularly rated as a Best Place to Work!
- Inc. Magazine’s Best Workplaces in 2023, 2022, and 2021
- Best Places to Work by LA Business Journal since 2017 (that’s 6 years!)
- Built In’s Best Place to Work in Los Angeles 4 years in a row!
Professional Growth & Community - We believe community extends through and beyond the office. We have Employee Resource Groups, community volunteer opportunities, social events, DEI initiatives, and reimbursements for professional development relevant to your role.
Work-Life Balance - We have unlimited PTO along with a generous parental leave policy. To top it off, we have Mental Health Days, where the company closes to allow employees to unplug, relax, and recharge (we know Zoom fatigue is a real thing!)
Employee Choice Policy - Employees can work from home and also have the option to work in a FloQast office or maintain a hybrid work schedule.
Our customers love us! See for yourself on G2 Crowd.
FloQast, Inc is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We aim to recruit the right people for the jobs we have to offer, and to assess applications on the basis of relevant skills, education, and experience. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and strive to provide a professional and welcoming workplace for all employees.