Main Street Hub is hiring a

Customer Support Specialist

Austin, United States

Our mission is to create thriving local economies. Through technology, creativity, and service, we provide great local businesses around the world with do-it-for-you products that make them stronger, for a price that works for them.

Founded in 2010 out of Stanford University, we’re headquartered in Austin, TX, and we have an office in New York City. The response we’ve seen from local businesses everywhere has been incredible. We are the voice of more local businesses than any other company, and we're backed by leading investors in New York and Silicon Valley. Across the company, we have over 500 colleagues who care about local businesses, set high expectations for themselves, and want to be a part of something big.

For more information on our culture, check out mainstreethub.com/values.

Who we are:

The Customer Success Team is at the core of Main Street Hub’s mission. Our team works hand-in-hand with local business owners to understand their business, communicate the value of our products to them, and deepen our long-term relationship. From day one, the Customer Success Team is Main Street Hub’s connection to the customer, providing a positive onboarding experience, communicating via email and phone to ensure that we exceed customers’ expectations, and acting as an ambassador of the Main Street Hub brand. The Customer Success Team is also responsible for taking a consultative approach to the customer relationship, proactively identifying and closing revenue opportunities that provide additional value for our customers over time.

If you’re motivated by setting and achieving aggressive goals, have high emotional intelligence and a passion for delighting customers, and want to be a part of building something incredible, we want to talk to you!

What you’ll do:

  • Field, route, and respond to inbound messages from our local business customers, using Zendesk, ensuring that we get back to them quickly and with high quality.
  • Provide personalized support that aligns with our company brand and voice, directly impacting our customer retention.
  • Take ownership of your results by driving high quality customer service resulting in meeting or exceeding the monthly goals associated with the Customer Support Specialist role every month.
  • Develop and maintain deep expertise of Main Street Hub products and best practices to provide value to customers.
  • Be empowered to think independently and critically, going above-and-beyond to deliver the right solution for each customer.
  • Identify trends and areas for improvement, so we can continually serve customers better.
  • Challenge yourself, your teammates, and your leaders to continually improve performance.

Qualifications:

  • A love of local businesses and a genuine desire to help them succeed.
  • Strong judgment and a “bias for action.”
  • Outstanding customer service skills, including strong written communication skills.
  • Successful track record of meeting and exceeding goals, and balancing multiple high priority initiatives, in challenging environments.
  • Deep familiarity with online communication channels like social media, customer review websites, email marketing, and others.
  • An exemplary work ethic, a “get it done” attitude, and high personal accountability.
  • Bachelor’s degree required.

Benefits:

  • Mission-driven, values-based culture.
  • Competitive pay and eligibility for stock options.
  • Three weeks paid time off, plus holidays.
  • 100% paid medical, dental, and vision.
  • Paid parental leave.
  • 401(k).
  • Fun, casual, urban office environment.
  • Professional development and experience, including opportunities to grow your career, working for one of most ambitious companies in Austin.

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