REMOTE Position, must be located in the United States.

Customer Experience Champion

Department: Customer Success

Group: Customer Support

Reports to: Customer Service Manager

At Yellow Labs, we aren't just about numbers—we're about people. As an industry-leading SaaS company, we're looking for a passionate Customer Experience “Champion', who is committed to making every customer interaction a five-star experience. This isn't just about solving problems—it's about raising the bar for customer care.

Your Mission (responsibilities)

Be a champion of stellar customer service, ensuring every customer has an unrivaled WOW experience and tells everyone they know how well we take care of our customers.
Resolve customer issues promptly and professionally, turning potential challenges into wins.
Master our products and become an expert that provides accurate, detailed, and helpful advice to users.
Collaborate with our technical team to resolve complex inquiries and translate technical jargon into easily understandable solutions.
Inform and troubleshoot solutions to customer issues with our Product Team.
Utilize customer feedback to drive continuous improvement and take our software and customer experience to new heights.
Answer and document customer requests and issue resolution for help coming in from email, phone, chat, Zoom, Facebook, and Zoho desk.
Follow issues through resolution, interfacing with development, product management and other internal teams to coordinate resolution.
Assist with the development and writing of user guide/knowledgebase.
Interface with external/3rd party service providers and their systems when necessary to resolve customer issues.
Communicate to management when system issues occur that affect multiple customers.
Assist with customer training and onboarding as necessary.
Identify and communicate potential customization and opportunities to upsell.
Identify and communicate negative customer sentiment to improve customer retention.
Assist with customer account management including billing, account creation and account cancellation.

What You Bring to the Table (requirements)

Bachelor's degree in Business Administration, Marketing, Communications, Accounting, or a related field.
At least 2 years of experience delivering top-tier customer service in a SaaS environment.
Solid understanding of accounting principles and familiarity with accounting software.
Familiarity with order management and inventory systems.
Superb oral and written communication skills.
Experience in a remote work environment utilizing collaboration tools like Slack or Microsoft Teams.
Excellent computer and technical skills, especially with troubleshooting browser issues.

Extra Points

Experience in an accounting or financial software company.
Proven history of turning customer service challenges into opportunities for customer delight.
Exceptional problem-solving skills that deliver swift, seamless solutions.
Ability to decode technical concepts for non-tech-savvy users.
Experience with Ticketing/Help Desk Systems like ZenDesk, ZohoDesk, etc.
Experience writing end-user friendly technical documentation.
Experience supporting payroll services.

Life at Yellow Labs Software

We maintain a vibrant and purpose-driven environment where kindness and fun are at the core.
You will thrive in a fast-paced setting ripe with opportunities for personal growth and recognition.
We encourage an exceptional balance between your professional and personal life.
We are Proud to be an Equal Opportunity Employer (EOE) – We celebrate diversity and are committed to creating an inclusive environment for all employees.
We offer a generous benefits package including health, dental, short-term disability, 401k, paid vacation, volunteer time, bereavement time, maternal/paternal leave, Aflac, and paid sick time.
Our office is virtual so you work at the place that is best for you.

If you’re eager to be at the forefront of a growing SaaS company that helps shape the success of businesses and grow with a company that values your contributions, we encourage you to apply. Join us at Yellow Labs Software, where your career trajectory is as promising as the solutions we offer.

Apply now and become a part of our journey at Yellow Labs Software!