Title: Customer Support Specialist
(remote; operating in EST hours; full-time role)
We believe that learning and community are two of the greatest agents for change. That’s why we built Disco, the modern platform to build, operate, monetize, and scale communities that learn together.
About Disco:
Disco is the all in one platform to grow an engaged community and learning business. Backed by world-class investors and used by hundreds of modern organizations, Disco gives operators all the tools they need to create, monetize and scale their learning programs and community. Disco’s award winning modular design, AI enhanced tools, all-in-one, integrated platform makes learning and community come alive on Disco all the while saving operators 100s of hours of time and significant cost.
Disco is more than just a platform, it’s on a mission to empower organizations who want to change the way the world connects and learns. Learn more at Disco.co
Role Overview:
As a Customer Support Specialist, you’ll have the opportunity to work directly with Disco’s SaaS customers. You will contribute to our customers' success by providing first-line customer support; leading with curiosity and empathy. You will become an expert in product functionality, enabling you to answer product inquiries, troubleshoot bugs and advise customers on best practices. In this role, you will also help maintain relevant and up-to-date customer education resources.
The Customer Support Specialist will report to our Customer Success Lead and collaborate with other key stakeholders across the organization, including Sales and Product.
Key responsibilities include:
- Customer Inquiries: Troubleshoot and respond to customer inquiries through support ticket response, emails, the Disco Customer Community and Slack channels
- Support Ticket Resolution: Maintain internal SLAs
- Product Knowledge: Become a Disco product expert to assist customers with technical blockers, help identify bugs, and recommend best practices
- Customer Health Analysis: Assist with regular customer health analysis, crafting detailed reports and dashboards to monitor and improve customer engagement metrics
- Voice of the Customer: Collaborate across the team to share meaningful customer feedback and pain points; always advocating for the customer
- Knowledge Base: Create and update content for our Knowledge Base, keeping in lockstep with product updates and feature releases to ensure ongoing accuracy of customer resources
- Customer Data Hygiene: Track and update key customer data in our CRM
- Disco Demo Environments: Assist with creating Disco demo environments, ensuring ongoing accuracy of these demo communities that are used across the GTM team
Who you are:
- Previous experience in a customer support role with strong technical acumen and ability to navigate complex technical environments. Ideal candidates will have experience in a B2B SaaS environment.
- Superior written and verbal communication skills enable you to create and deliver succinct messaging that resonates with your target audience and inspires action. You can also translate technical jargon into easily digestible messaging.
- Emotional intelligence is one of your superpowers. You understand your teammates and customers by putting yourself in their shoes and showing that you care; you are an active, empathetic listener.
- You have worked and excelled in a fast-paced customer support environment, and you can manage and thrive under pressure.
- You are a resourceful problem solver who leads with curiosity and optimism.
- You are known for your work ethic and go-getter mentality and are driven to find solutions.
- You are a resilient, lifelong learner with the capacity to learn from opportunities and embrace feedback. You can adjust to new workflows and ride the wave of an evolving product.
- You are highly organized and pride yourself on your ability to follow up and follow through.
- Bonus points for experience in the learning, education or community-building tech space
We are a remote-first team and are bringing together the best and brightest humans who have a shared purpose to reimagine learning. If our values align with yours, join us on our mission!
Disco is an equal-opportunity employer and believes a commitment to diversity and inclusion makes learning better for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.
We're seeking people who are passionate about reimagining the future of learning. We'd love to meet you!