Job description
About the Team
At AudioEye, we believe access to digital content is a fundamental right, not a privilege. Our mission is clear: eliminate every barrier to digital accessibility so that everyone, regardless of ability, can experience the web without limitations.
We are a team of passionate problem-solvers who are driven by purpose and impact. Every challenge we tackle moves us closer to a future where creating accessible experiences is the standard. If you’re looking for meaningful work where you can drive real change, influence how people with disabilities experience the internet, and be part of a mission that matters, AudioEye is the place for you.
About the Role
The Customer Success Specialist provides our customers with outstanding service we can all be proud of by taking ownership of the customers transactional or service requests and answering specific product questions. Our CSSs also educate our customers around AudioEye’s platform.
We’re looking for someone who is passionate about delivering an outstanding customer experience, brings a positive and ambitious attitude, and has a genuinely helpful personality.
How you’ll Contribute:
- Identify customer needs and assist with feature usage, troubleshooting, and account or billing issues
- Monitor customer complaints and follow up to ensure resolution, escalating to management or Technical Support as needed
- Check customer websites to confirm correct installation of products and services
- Analyze and report product malfunctions by testing different scenarios or impersonating users
- Update internal databases with technical issue details and share workarounds or feature requests with the team
- Inform customers about new features and functionalities
- Coordinate with clients to define audit scope, launch audits on time, and provide ongoing support
- Conduct outbound surveys and collect feedback to share with Product, Sales, and Marketing teams
- Create and update spreadsheets for reporting needs
- Process customer renewals
Who you are:
- At least 2 years experience in a customer support role
- Experience working at a Software company
- Experience using help desk software and remote support tools (Zendesk, Hubspot Service Hub, Jira Service Desk, etc…)
- Experience with Customer Relationship Management software (Salesforce, Hubspot, etc…)
- Excellent communication and problem-solving skills, with strong multitasking abilities
- Patience when handling tough cases with upset customers
- Experience working with Google Sheets and/or Excel
- Experience taking and making 30 plus phone calls per day
Our Values:
- Relentlessly Prioritize the Customer
- Own Outcomes
- Be Straightforward
- Act Now & Iterate
- Grit
- Decide with Data
- Hire and Develop A Players
- Be Coachable
- Organize and Plan
- Expect and Embrace Change
Benefits and Perks:
- Work with a talented but humble team
- Competitive compensation and equity
- Weekly paid family meal
- 401k, medical, dental, and vision insurance
- Flexible and Generous PTO Policy: If you feel you need a break to recharge, we encourage you to take it!
- 15.5 company-paid holidays including Juneteenth, MLK Day and a 1-week company shut down
- To support remote work conditions, AudioEye provides each employee a one-time stipend of $300
We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates’ personal and financial information through fake interviews and offers. All AudioEye recruiting email communications will always come from the @greenhouse.io domain or audioeye.com . Any outreach claiming to be from AudioEye via other sources should be ignored.
Equal Opportunity Employer: We embrace equal employment opportunity. AudioEye is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs. We welcome and encourage applications from candidates of all backgrounds, abilities, and seek to ensure that all candidates have the opportunity to showcase their skills and qualifications during the hiring process. Please email [email protected] if you require an accommodation.
Notice to Staffing Agencies: It is our policy that any and all contact with third party staffing vendors come through our Talent Acquisition department directly. We have established a preferred network of staffing partners that we engage with if and when we deem necessary. We ask that staffing agencies refrain from contacting our executives, hiring managers, or employees directly. Unsolicited resumes and inquiries will not be considered or responded to. Thank you for your understanding and cooperation.
