Customer Happiness Specialist in San Diego, San Francisco, London, Remote

13 days ago
Chameleon
Mid Level
Full Time
Americas
Hello! My name is Pulkit, one of the co-founders of Chameleon, and the main author of this doc.

I wrote this because I work with customers each day; getting on calls, answering tickets, and soliciting product feedback.

Our product lets customers get creative; they can build whatever in-product experiences they like. This means Chameleon has to adapt, transform, change color 😏 , etc. to match our customers' applications. This, combined with our product being in a new category, means there is an incredible opportunity to help customers be more successful.

We have to help them learn what is possible, help them fit Chameleon into their existing stack, show them how to test and build with confidence, and teach them best practices.

Therefore we are looking for a Customer Happiness Specialist who loves helping customers leverage software; is design, UX, and psychology-savvy, and β™₯️ s product.

If not already, you will become skilled in product-led growth best practices, web technologies (JS, CSS), and the psychology of user engagement. You will get a chance to work with product teams from great SaaS companies (such as Mixpanel, Segment, Degreed, Vanta, etc.) and be part of their success, along with our own.


The role

Why we want to hire this role nowWe succeed when our customers succeed. There are two parts to this:
  1. Outputs: they are able to use Chameleon in the way they want
  2. Outcomes: Chameleon helps them meet their business goals
To help customers with this we need a product-led approach combined with a human touch. Customers need and appreciate interacting with people that can empathize, understand, and provide intelligent workarounds or best practices, and also listen to feedback.

As our customer base continues to grow, our goal is to continue to help customers improve both their outputs and their outcomes, and consequently create more love for Chameleon.

You will be a key member of our customer-facing team and for many customers the voice of Chameleon. Internally within the team, your opinions and perspectives will represent our customers. Your inputs will be key in helping us shape our product strategy.


What you will do specifically
  • Engage customers experiencing difficulty in a friendly and comforting manner. Build trust and empathy with our customers by understanding and teaching them.
  • Act like a detective to investigate issues (often includes logging into our customers’ software and being able to recreate the issue consistently)
  • Feed our engineering team clearly documented bugs
  • Help us proactively improve the reliability and quality of our product by collecting, managing, and sharing feedback
  • Contribute to a customer-centric culture by championing customer needs
  • Helping test product features and shape upcoming roadmap

Skills and experience that will aid success in this role
  • 2+ years working in a technical support role
  • 1+ years working at a SaaS startup (<50 employees)
  • Good understanding of HTML and CSS, and familiarity with web technologies
  • Comfort and confidence with using the browser console and other debugging tools
  • Empathy with customers' goals, frustrations, and circumstances

Other requirements
  • You have a fully functioning workstation and a quiet place to work (and take calls) with a high-speed internet connection
  • You are in an
    Americas timezone

    (i.e. based in πŸ‡¨πŸ‡¦ πŸ‡²πŸ‡½ πŸ‡§πŸ‡· πŸ‡¨πŸ‡± πŸ‡ΊπŸ‡Έ etc.)
  • This is your full-time job (no other part-time roles)
  • Fluency (written and verbal) in English


Why Chameleon?

Our product helps millions of users around the world. We are at the right moment for a product-led growth movement and are committed to building a winning product πŸ₯‡ Our team is distributed, remote-first, and really nice πŸ™ƒ

Learn more about our team, culture, and vision in our company page.

Key benefits for this role
πŸ’΅ Competitive salary and early-stage equity. Range = $40k-60k per annum (offer will be based on your experience and geography)
πŸš€ High quality standards, regular feedback, and opportunities to help you grow quickly
🌳 Flexible work hours and unlimited vacations
πŸ’» New Macbook and budget for home office equipment
πŸ“š Allowance for books and other personal learning resources
🧘 Allowance for mindfulness/meditation app subscription
πŸ’‘ Work with some of the best product people in the world as customers