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Work at a Portfolio Company

Customer Success Representative

BackerKit

BackerKit

Customer Service, Sales & Business Development
San Francisco, CA, USA · Remote
Posted on Tuesday, March 6, 2018
BackerKit is the next-generation crowdfunding platform empowering creators to realize their biggest ideas and live their boldest creative lives.
Built for today's creative economy, BackerKit turns crowdfunding into a more repeatable, reliable source of funding directly powered by the fans you gain, keep, and grow with each campaign.
After over a decade of offering the #1 most trusted pledge management software in the market, we released BackerKit Crowdfunding in 2022, and in under two years, we've hosted some of the biggest, record-breaking campaigns and creators in crowdfunding history.
Our crowdfunding platform is now our fastest-growing product, powering the crowdfunding journey from end to end - and back again - through built-in pledge management, email marketing, and more, all in one place.
We're a founder-led, self-funded start-up with a diverse, close-knit team that prizes creativity, enthusiasm, and a willingness to learn.
If you think you fit the bill, we'd love to hear from you!

----How you will contribute to the team----

  • Deliver consistently fantastic support to crowdfunding creators and their team over email and phone.
  • Onboard new creators by helping them through the setup process so their campaign can get up and running with our software with minimal hassles.
  • Work with new and returning creators to help solve their most complex problems.
  • You will develop strong working knowledge of our product, acting as an advisor and educator for our customers.
  • Contribute to the product development with feedback from customers about their experience and their feature requests. Feedback doesn’t stop there, your personal experience and feedback using the BackerKit software will also help contribute to product development, your opinion matters!
  • Provide peer-to-peer feedback, we like to learn and grow together as a team, positive and constructive feedback goes a long way.
  • Constantly find ways to improve the customer success process and help define it.
  • Talk to our users. Everyone at BackerKit is customer-facing, and we expect everyone to get to know the project creators we are serving (plus, they are awesome, just like you).

----If most of the following is true, we’d like to chat with you!----

  • You have data analysis skills to gather, interpret, and take action to improve customer satisfaction, success processes, and beyond.
  • You are a great listener, and can really internalize and identify customer’s concerns, you have the ability to step into the customers shoes.
  • Detail-oriented, meticulous, and highly observant. Excellent problem solver and critical thinker. You love figuring out any challenge that comes up relating to customer success.
  • You possess outstanding customer communication skills. You have the ability to be proactive and transparent when communicating with customers.
  • Great at communicating clearly to team members often about ideas, issues, and improvements. We are continuously trying to improve, so it is important that you speak your mind and give feedback on how we can make things better.
  • A strong ownership mentality where you seek to fully own all projects.
  • You are comfortable with working with members of all departments, being on the Success team is very collaborative with all departments across the organization.
  • Are conscious of your current level of productivity and happiness, and make continual changes to grow.

----Benefits----

  • Remote-first position on a distributed team
  • Competitive salary and stock option plan
  • Stipends for supporting creators of your choosing
  • Medical, dental, vision, and 401k benefits (with employer match!)
  • Family-friendly and focused on maintaining a healthy work/life balance
  • Awesome work environment at a company with a huge vision
  • Annual Learning and Development stipend to support your professional growth.
The base salary for this role is targeted at $80,000-$85,000/year for Denver and most remote locations, and $95,000-$99,500/year for San Francisco and New York. Final offer amounts are determined by various factors including but not limited to skill set, level of relevant experience, location, and may vary from the amounts listed above.
Research shows that while men apply for jobs when they meet an average of 60% of the criteria, woman and other underrepresented groups tend to only apply when they check every box. So, if you think you have what it takes but don't necessarily meet every single point listed above, please apply - you could be exactly who we are looking for!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
We here at BackerKit will always respect pronouns and identities when addressing candidates who feel comfortable sharing theirs.
BackerKit is committed to a culture of inclusion and belonging. We believe that crowdfunding is for everyone, and strive to build a company that reflects the diverse backgrounds of the creators we currently serve and hope to serve in the future.