Job Description

Appcues is looking for a Support Specialist to join our team!

We’re building a team of driven, focused people who want to make a meaningful impact helping our customers build something their customers will love.

You’ll be empowered to put customers first daily.

Support is more than just spending your time hammering away at a queue-it’s proactively making help even easier to come by, and anticipating the needs and questions of our customers before they have them.

This position is fully remote!

Your responsibilities will include:

You’ll be helping our customers with all support-related issues by providing excellently written emails and/or video chat support
Conduct training sessions for our unmanaged customer base to remove friction from their customer journey
Work closely with our CX, Finance, and Sales teams to make sure that customers are adequately provisioned for the products and features they are subscribed to
Strategize ways to help maintain retention and drive for growth within our month-to-month customer base
Ensure our records are up to date and billing or account provisioning requests are handled completely and fully
Deactivate and add accounts to our Denylist upon cancellation

You may be a great fit if…

You have a curious mind and a desire to learn – you might not have all the answers but you are eager to discover them
You have worked previously in a Billing support role and understand the ins and outs of SAAS billing processes
You have experience working at a remote-first company and are comfortable working remotely
You like empowering users with the knowledge to do things for themselves in the future, not just fixing things for them
You love collaboration. You want to work with members of the support team and teams outside of support to do what’s right for the company and the customer
You’re an A+ listener and communicator. You can synthesize feedback and be the voice of the customer to help your teammates become better marketers, designers, builders, and more.

You’ll also be eager to spend your days speaking with customers on the phone, via email, and through chat
You’re ardent about figuring things out and comfortable being uncomfortable.

Our team is small, but we’ll give you the autonomy to help build better processes and continually improve
You’re driven and goal-oriented. With so much freedom and autonomy, it can be difficult to stay focused.

Striving towards the prize on the day-to-day is what aligns us as a company
More than anything else, you are empathetic and have a genuine desire to help other people.

Culture fit and drive to help are more important than experience

$45,000 – $55,000 a year (Approx. $22/hr)
Note – Appcues uses a market-data driven approach to setting compensation ranges, and pins compensation ranges to data provided by third-party organizations.

This range is for all US-based candidates and is built to be competitive nationwide by utilizing ranges for the Greater Boston area, regardless of where in the US an employee lives (or later relocates).

About Us
Appcues’ mission is to help teams deliver experiences their users love. Our vision is for every software company to embrace product-led growth, resulting in more engaged and happier users.

Our Benefits
100% remote – We don’t have an office so all of our employees learn and collaborate in the same way using remote work practices. This won’t change post-COVID as we are committed to being 100% remote for the long-term. We work in Slack, Zoom, and a collection of modern collaboration tools. We have inclusive remote events and we get together annually for a fun off-site retreat.
Well-being – You’ll have solid health, dental, and vision plans; access to 401k, and a generous maternity and paternity leave.
Fair pay – Each role has a defined salary band, bands and salaries are audited on a regular basis to help maintain fairness and market value
Home office and tech budget – Besides paying for your work computer (Mac or PC), we offer a one-time $1000 home office stipend and an additional $500 annual budget for extra work-related technology.
Coworking space, on us – Home office not cutting it? We’ll reimburse your monthly coworking fees.
Equity – We want everyone invested in our success. We grant every employee equity in the company.
Transparency and collaboration – We foster team alignment with meetings of all shapes and sizes—a monthly all-hands meeting called FirstThurs, weekly team lunches, and Lunch & Learns., and an annual learning stipend.
Flexible Time Off – We believe time away to reflect and explore makes us all more productive, so employees don’t accrue vacation time – they work with their managers to schedule time off when they need it, consistent with our Flexible Time Off policy. Employees based in the USA also take off all US federal holidays. Employees residing in other countries can choose to follow their local national holidays or US federal holidays.