Customer Success Product Expert & Business Coach

PocketSuite is a YC-backed mobile platform for service professionals, independent businesses, freelancers, contractors, gigsters, part-time, and other non-traditional workers. We help them message, schedule, and collect payment from their clients. We empower the U.S. market of 57 million freelancers, generating $1.2 trillion in sales with online platforms for running their business. Over 4 million appointments have been booked, $184M in payments processed, and 18 million messages sent for businesses running on PocketSuite today. We are the stickiest SMB platform in the market.

Who we are

• Engineers and product obsessed - we loathe over-engineering, we cringe anytime a customer reports a bug, and we release new versions every week.
• We love our customers - solving their problems and helping them grow and succeed in a rapidly changing world.
• We love disrupting the status quo - desktop solutions are so last year, and we believe everyone globally in the industries we're going after will be using a mobile app as their primary business tool by 2025.
• We don't just think of this as a job. In our spare time, this is what we do and who we are. Our obsession with small business, fintech, smart growth, and cool apps is a 24/7 thing.
• We believe only two things matter as we build out our business: building a great product and delivering awesome customer service.

What will you be doing?

• Dive deep into our product during your first 30 days to establish a deep knowledge of it and learn about our Pros (users).
• Respond to 80% of customer support questions in less than 5 minutes.
• Leave new and existing Pros who connect with you by phone super excited about their personalized setup and account optimization.
• Write an awesome FAQ on "How to get setup as a {industry name}" for any of our 67 verticals, including a Loom demo walk-through of the app for that vertical.
• Onboard new clients by phone, in-app, and by email, including importing their existing clients and data into the app.
• Activate and engage new clients primarily in-app (and occasionally by phone and email) in a way that drives conversion rates, retention rates, monthly payment volume, and Premium subscriptions.
• Cultivate warm leads for businesses with upgrade potential and close them, primarily in-app (occasionally by phone and email).
• Respond to in-app support inquiries via the PocketSuite app.
• Reproduce and log customer reported issues.
• Identify and drive opportunities for making product / UX improvements for our customers.
• Ensure clients launch on-time with the optimal PocketSuite configuration to reach their business goals.
• Lead all data imports and widget implementations.
• Provide light payment operations support.
• Learn and take our onboarding, upselling, and churn management practices to the next level, leveraging internal data.
• Map out, set targets, and execute against onboarding, upselling, and retention goals.
• Coordinate and collaborate with a small cross-functional team of rockstar team members who divide their time between Customer Success and another role in the organization.

Requirements

• Bachelor’s degree
• 3+ years experience as a community engagement, account manager, churn manager, onboarding specialist, and/or customer support specialist
• Strong problem-solving skills
• Strong oral and written communication skills
• Witty, creative, compelling writer
• Natural sales skills (Recognize that we all need to be great at sales to succeed in business and in life.)
• Power Text-er (Curious to know how many texts you can send in a minute with limited to no typos?)
• Sales, Customer Success, Communications, and/or Marketing background [a plus]
• Behavioral economics knowledge and interest [a plus]
• Prior experience working in a fast-growth startup environment
• Looking for an "ALL IN" team and workplace culture