Overview

 At ReadCube – Customer Experience Specialists play a key role in our success as a company. As the first point of contact, a perfect candidate must aspire to be a fantastic advocate for our users, delivering superior service and helping design the best support policies and processes possible.

A strong work ethic, communication skills, technical savvy and high levels of empathy are paramount to this position. We’re a rapidly-growing venture-backed start-up, so your job will be fast-paced and constantly evolving. We want someone who is ready to take on a variety of responsibilities while simultaneously executing at a high level on tough service issues.

You:

• Want to join a fast-paced start-up company and feel the rush of making the difference in the world.
• Have a talent for explanation, and can convey ideas in concise ways that are immediately understandable by others.
• Love PC and Mac users equally and are willing to help them circumnavigate any technical issues they encounter.
• Have smarts, drive, and a love of efficiency.
• Have a great attention to detail and are very organized and self-motivated.
• Are capable of keeping track of many different threads at the same time and create priorities.
• Relate well to people, and believe that compassion and trust build good customer relationships.
• Are not easily frustrated and are a strong problem solver.
• Pick up new skills quickly and tend to find ways to improve on existing processes.
• Ideally have previous experience with customer support and technical troubleshooting.
• Keen to learn new skills and have big ideas

On the job, you will:

• Be the resident expert for all the ReadCube products inside and out.
• Respond to, troubleshoot and solve support inquiries via email, online helpdesk and social media.
• Become a detective when investigating user issues – you’ll need equal parts tech savvy, creativity, and patience.
• Be proactive in offering thoughtful, strategic insight regarding customer needs to our product, marketing and technology teams. You are the closest person to the users, so you are their voice!
• Continue to build ReadCube’s knowledgebase of online tutorials and FAQs.
• Hold online demos and webinars
• Communicate with the development team to report bugs and help test new features before launch – we iterate a lot!
• Most importantly, be ready to leave ReadCube users stunned by the quality of our support!

We:

• Have an awesome product. ReadCube started as a research management tool for scientific and academic literature, and has grown to become (what we think is) the world’s best platform for discovering and consuming research.
• Work hard because we love what we’re doing – continually iterating, aiming higher and challenging ourselves to make ReadCube better each and every day.
• Have a blast at work – collaboratively tackle anything getting in our way, enjoy random acts of team-wide fun, awesome coworkers and an impressive array of in-office snacks
• Are funded and backed by an industry leader.

Experience:

• 1 year in software customer service

If you don’t have formal experience – but think you’d be a perfect fit for this role – tell us why in your cover letter!