Customer Success Specialist

About the role

Firstbase.io is hiring a tech-savvy Customer Success Specialist who possesses a strong drive for results. You should enjoy solving customer problems, contributing to improving our customer processes, and providing consistent support through the customer lifecycle.

What's Firstbase.io

Firstbase is building an all-in-one Company OS to help define how founders across the globe launch, manage and grow their businesses.

More than ten thousand founders from over a hundred countries have used our incorporation product, Firstbase Start, to launch their startup. For many founders, "firstbase.io" has become what they type into their address bars when they think about incorporating a business.

We are backed by Y Combinator & our team, investors, and advisors include people from Apple, Gusto, Carta, Wise, Plaid, and many other great companies.

Why you should join

Firstbase is much more than just incorporation. Our team is dedicated to building products & solving some of the startups’ hardest problems, with a particular focus in:

• Democratizing access to financial infrastructure
• Automating tasks every founder faces when running a business
• Making tools and resources more accessible to everyone, everywhere
• Building-integrated solutions for founders and removing friction
• Delivering opportunities to traditionally overlooked founders and companies
• Democratizing access to knowledge

Join us on a mission to help more companies succeed!

Who are we looking for

We are looking for risk-takers with diverse experience able to provide fearless feedback.

You will have the following duties

• Managing outbound and inbound requests from our customers and business partners via email and phone
• Evaluating and making recommendations to improve our internal systems and processes, with an emphasis on optimizing the customer experience
• Driving retention and positive customer reviews
• Proactively sharing and effectively communicating customer feedback to other areas of the business (marketing, business development, and product) to align customer needs with Firstbase.io products and services

You should meet the following requirements

• Strong English written and verbal communication skills
• 1-2 years of experience in Customer Service where you primarily supported customers over the phone, email, chat, and/or social media
• Strong time management skills
• Tech-savvy
• Dedicated to both giving and receiving candid feedback
• High school diploma or equivalent
• Possess a strong sense of ownership. Takes initiative and is results-oriented
• Experience with customer support software like Zendesk, Freshdesk, Kustomer, etc
• Proficient in typing
• Attention to detail
• Flexible; you must be available to work the assigned shift

Some perks you might enjoy

• Competitive salary: We lean on some of the best market data to ensure that we offer the most competitive compensation.
• Hybrid work environment: We work both remotely & from our offices in New York City in São Paulo – optimizing for collaboration while providing flexibility to team members.
• 21 days of PTO + birthday off: We offer flexibility to allow people to relax and recharge whenever they need it.
• Build your ideal work setup: We understand that how you work is extremely important, so we provide a stipend to set yourself up for success here at Firstbase.
• Health benefits: Firstbase offers health insurance reimbursements to both US and international employees.
• Learning and development: We provide a stipend together with resources to help people grow and develop in their careers.
• Amazing quarterly bonus: Every team at Firstbase has a bonus structure that usually accounts for 20-25% of OTE.