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 - helping them message, schedule and collect payment from their clients. PocketSuite empowers 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 booked, $184M in payments processed, 18 million messages sent for businesses running on PocketSuite today. We are the stickiest SMB platform in the market. Once businesses onboard, they never look back.

Who are we looking for? A passionate team member obsessed with driving small business success, fintech, smart growth and cool tech apps.

Who we are?

1. Engineers and product obsessed - we loathe over-engineering, we cringe anytime a customer reports a bug and we release new versions every week.
2. We love our customers - solving their problems and helping them grow and succeed in a rapidly changing world. Oh yeah we also love their 5 star reviews.
3. 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.
4. 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.
5. 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?

• We’re looking for someone who knows what it takes to hustle in a start-up company and have an “always on” mentality. During your first 30 days for example, you’ll need to spend every moment possible diving deep into our product and learning about our Pros (users). Establishing a deep knowledge of our product will be key to being successful in this role out of the gate. There is tremendous upside for the right person to expand their role and career greatly as our company expands. We’re looking for you to put a your mark on the company!
• We have over 30+ features and 67 different industries that we serve. You'll know you are a product expert when you can (a) respond to 80% of customer support questions in less than 5 minutes; (b) leave new and existing Pros who connect with you by phone super excited about their personalized setup and account optimization; (c) 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)
• Responding 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

Are there any 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 (Note: 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
• Most people you've worked with would put you in their top 5
• Looking for an "ALL IN" team and workplace culture