Technical Customer Support Advocate

Who we are

Typeform is a refreshingly different form builder. We help over 150,000 businesses collect the data they need with forms, surveys, and quizzes that people enjoy. Designed to look striking and feel effortless to fill out, Typeform drives 500 million responses every year—and integrates with essential tools like Slack, Zapier, and Hubspot.

About The Team

At Typeform, you will be part of a diverse and growing Customer Support team, which spans multiple time zones and continents made up of different specialty teams such as billing, compliance, and technical support.

Our team embodies three core values that drive our mission: taking ownership, acting quickly, and expressing empathy. We believe in proactively tackling challenges, delivering results, and continually improving processes. Our team prioritizes swift decision-making and embraces experimentation. Above all, empathy guides our interactions, fostering a culture of customer-centricity and transparent communication. If you're passionate about these values and ready to transform the way businesses connect and build relationships, join us in shaping the future of communication.

About The Role

We are currently on the lookout for an enthusiastic and skilled Technical Support Advocate to become a valuable member of our team. In this essential position, you'll be a friendly face guiding our customers to success using your technical expertise on our API, Embed and Integrations documentation, etc. Additionally, you'll help with general inquiries and support your fellow team members as needed and collaborate with product and engineering teams on bugs, incidents, and product development.. This position will also require flexibility in providing assistance to different products within our brand portfolio.

Things you will do:

As a Technical Support advocate, you will be responsible for:

• Engaging with Users: Responding to user inquiries primarily via asynchronous video, email, chat, and calls potentially other platforms as we grow.
• User Engagement: Proactively engaging with customers to gain insights and assist them in their early days of using the platform in collaboration with our CSM’s.
• Product Expertise: Becoming a guru on our entire product portfolio and providing training, guidance, and inspiration to users to help them maximize the value of our products.
• Issue Resolution: Troubleshooting and reporting issues in the platform to our engineering team, helping prioritize them, and crafting alternative solutions or workarounds for users.
• Data Management: Following best practices in data collection, tagging, and tracking to ensure efficient customer support operations.
• Customer Satisfaction: Delighting our customers by delivering high-quality answers and aiming to exceed their expectations for satisfaction.
• Collaboration: Being a team player and constantly providing feedback about new feature requests, pain points, and opportunities for innovation.
• Cross-functional Collaboration: Working closely with other teams in our GTM department, as well as cross functional teams like Product/Engineering/Finance to build and sustain an effective feedback loop.
  

Cross-product Collaboration: Provide assistance to our partner products when needed, supporting their customers, and playing an active role in driving the overall success of the organization.

What you already bring to the table:

• Experience: You have at least 2 years of experience working in a Customer Support role within a SaaS environment.
• Technical Support Proficiency: You are proficient in technical work and coding with the ability to troubleshoot all areas relevant to a SaaS technology; including APIs, Embeds & Plugins, Integrations, Analytics and tracking tools.
• Passionate: You have a strong passion for our product and a commitment to helping users achieve value.
• Ownership: You take ownership and you are comfortable with change and can improvise when needed.
• Problem Solving: You can solve problems with varying complexity, focusing on the customer's needs and providing appropriate technical solutions.
• Multitask: You are able to manage multiple requests from our partners and prioritize them well.
• Confident & Outgoing: You have a confident and outgoing communication style with a humble approach.
• Adaptability: You are able to think on your feet, adapt, and improvise when required.
• Strong written and verbal communication skills.
• Remote working: You can work 100% remote and have adequate space and internet connection to support video interactions with customers.