Customer Success Specialist
At Rasayel (https://rasayel.io), we are building the next-generation platform for businesses to grow over WhatsApp. We started as small with a stellar group of designers, engineers, and product folks and we do dream big with plenty of big plans ahead. We closed our seed round last year with some ambitious investors in the US & EU. We want to tackle our next set of exciting challenges in the next years to come and this is where YOU come in the picture, we want your help for us to do so. You will get to work with world class product, engineering, and design folks. We are open, kind, inclusive and forward-thinking. You will find zero of the big tech co bureaucracies or politics. We are all about good, calm but ambitious and meaningful work. 🙂
About the role,
"We're not competitor obsessed, we're customer obsessed. We start with what the customer needs and we work backwards." – Jeff Bezos.
The customer is central to our mission and vision. Both founders firmly believe that the most impactful products are the ones that focus on the customer for tackling real-world problems, and so the potential impact you can bring as a customer support & success person is deeply embedded into our thinking & culture. Building a deep understanding of customer needs and preferences will also serve as a valuable source of product ideas for our engineering and product teams
We want to work with someone who genuinely care about customer support & success journeys to join our small distributed team around different parts of Ireland, Canada, and Egypt. Ideally, we'd like to work with an empathetic, genuine, personal, analytical, self-driven and most importantly, who thinks from first principles (https://fs.blog/2018/04/first-principles). We work remotely, and so this is a 100% remote role.
Here are few examples of areas of work you will be involved in,
- Talk to our customers using rasayel, understand their problems, and guide them through finding answers.
- Set the bar for what is a successful and delightful customer onboarding experience.
- Lead product training sessions with our customers, and help them get familiar with our product.
- Research, ideate, and come up with ways to help our customers with their most common frustrations.
- Summarise product feedback gathered from our customers and engage with our product team to shape solutions to customer problems.
About you,
A little bit about what we think can be a good fit for us,
- You worked in a SaaS B2B start-up before or worked within a company that builds & sells software
- You worked and excelled in a customer support or customer success role before
- You love building relationships, connecting with people, and be your customers champion
- You have empathy and you know what it is like to be in the customer's shoes
- You are proactive and you love to take ownership of problems
- You are scrappy, can figure things out, and can work without constant guidance
- You are technical, or worked with tech deeply, and understand the core concepts of modern software
- You have a genuine curiosity about people and business
- You can communicate fluently in English and Arabic
- You have some remote experience, and you understand its challenges
- You can take, and give feedback openly
- You are kind, and there is ≥5% chance we will see you smile. 🙂
- You like to work in a small team and have direct ownership of your work
About pay & benefits,
- Competitive salary, and meaningful equity
- 100% remote, super smart colleagues, world class product, and an environment for folks with big expectations.
- Reimbursing your monthly internet bill & fitness subscription.
- We don't have middle managers, we will work to enable you be successful and get out of the way.
- You'll have the opportunity to have a massive impact due to our size and being an early stage.
No recruitment agencies, and no middleman of any kind. We never go through an agency to talk to people who want to work with us. We are personal. 🙂
