Sr Client Support Specialist

Job description

Who We Are

AuditBoard is a high-growth SaaS company in the financial technology space that is transforming the way organizations manage critical risk, audit and compliance initiatives. We believe in empowering enterprises to manage and control risk so that their businesses are able to thrive.

Designed by former chief audit executives, our enterprise cloud platform is purpose-built to automate and streamline activities in ways that align with how our thousands of users think and act daily. Clients range from pre-IPO organizations to Fortune 5,000 companies, including leading organizations such as Lululemon Athletica, WeWork, Activision Publishing, Lions Gate Entertainment Corp., TripAdvisor, Arthur J. Gallagher & Co., Intel, and Snap, among many others.

 

Who We Are Looking For

We are looking for positive, self-motivated professionals with customer support experience and an affinity for technology products and innovation. This candidate will be responsible for responding to client inquiries through a variety of channels including email tickets, chat, and phone. Through your experience of assisting our clients you will gain a valuable understanding of the needs of our customers. This role will handle escalations and high-profile clients, while providing mentorship & guidance to other members of the support team. This person will also help develop training and technical support documentation for new features & processes we are rolling out in the near future.

Our Senior Client Support Specialist will collaborate with development, product management, and customer onboarding functions in order to care for customers efficiently and effectively while constantly looking for ways to improve & upgrade our support function as a whole. Individuals that can flourish in a dynamic entrepreneurial environment with a "roll-up your sleeves" mentality and comfortable interacting with clients both online and over the phone with a high level of professionalism would be a great fit.

 

Requirements

    • 2-5+ years experience in a customer support function
    • Experience in a client facing role requiring deep understanding of a product or service
    • SaaS or Technology Experience
    • Experience working cross-functionally with other departments
    • Familiarity with helpdesk ticketing systems
    • Bachelor's degree or commensurate combination of education and experience
    • Ability to analyze and troubleshoot in order to resolve problems quickly and cost effectively
    • Ability to communicate clearly with team members and clients
    • Excellent interpersonal, verbal and written communication skills, with emphasis on phone, email, and online communications
    • Ability to flourish in a high growth, fast paced, ever-evolving tech environment
    • High level of enthusiasm, initiative, commitment and professionalism
    • Self-starter with solid organizational and planning skills
    • Open-minded and willing to learn
    • Experience building out documentation or workflows is a plus
    • Accounting & Audit knowledge is a plus

     

    Why You’ll Love Life at AuditBoard

    • You’ll be launching a career at a well-funded, hyper-growth SaaS tech company
    • Free daily catered lunches
    • Stock options
    • Unlimited snacks and beverages
    • Free gym membership
    • Medical, dental, and vision coverage for full-time employees
    • 3 weeks of Paid Time Off and 10 holidays per year
    • 401k to save for your future
    • Fun company and team outings - Work Hard Play Hard!