Customer Support Specialist - Monograph (Remote)
Monograph was founded by a team of ex-architects. Monograph is modernizing design professionals’ back office with a beautiful, data-driven platform to help them manage, plan and grow their companies. Our mission is to let architects get back to doing what they love and do best—design—not finance, management or Excel.
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Why work at Monograph?
People first: Core to the team, we believe in people first, curiosity, and empathy.
Build a company that will redefine architecture: Project management is just the beginning...we have big ambitions to help facilitate the entire design process from becoming the document source of truth to coordinating with consultants. You can shape the future of building design.
Work with some of the best product people in the world: From working with companies like IDEO, Google X, and Figma, we’re a team of highly productive individual contributors with a strong design background.
Description
We’re looking for a Customer Support Specialist to join the Monograph team. As Monograph’s dedicated Support team member, you will provide exceptional support to our customers and help build the future of how architects manage their business.
Look around you today, every wall, window, door, and roof was made possible by the coordination of architects and team professionals. They are charged with the responsibility of creating our shelters and yet, they are left with nothing more than Excel to manage their work. Let's change that!
Salary
$50k – $65k
About the Role
As our Customer Success Specialist, you'll be part of the Customer Experience team and report to our Support Manager. Your responsibility will be to provide exceptional support to our customers by building a trusted relationship. You’ll be the primary voice of timely, accurate, personable support through written messages and videos. You will create content and resources for our knowledge base that is useful and educational for our users. Additionally, you will identify areas where we can be more operationally efficient and implement improved processes.
This is a US based full-time remote position open to candidates who are in EST or CST time zones.
What You'll Do
Resolve support tickets through Intercom, guiding and educating our customers with timely, friendly and accurate support. Seek out the answers and ensure there is supporting documentation.
Update and maintain our knowledge base & internal resources and use your creativity to deliver educational content to our customers.
Identify operational inefficiencies pro-actively and help drive scalable and sustainable improvements for our go-to-market team.
Develop deep knowledge of our product and stay up to date on the most current product releases.
Collaborate cross-functionally to help promote a consistent user experience. Provide product and user experience feedback to our product team.
What you'll bring
A strong sense of urgency and accountability.
A keen eye for detail and operational efficiency.
Previous experience in a customer support or success role at a startup or software company.
Experience with our support tool, Intercom.
Access to reliable internet connection and proficiency with G Suite, Zoom, Slack, and other basic internet technologies.
Bonus Points: Experience in any of the following areas: Architecture, Quickbooks Online, and/or Payroll.
What benefits can you expect
🌡 Medical, dental & vision insurance
🖥 New laptop & home office stipend
🎭 Innovative engineering and product culture
💰 Early stage well-funded company
❤️ Inclusion and diversity as a company priority
Compensation is dependent on your experience and location. The salary range is $50,000-$65,000 annually.
