Job Description

The workplace is being disrupted and we\xe2\x80\x99re leading the change towards a flexible and hybrid future. Are you interested in being a part of this evolution and passionate about shaping the future of work?

is a technology platform that enables clients to manage, measure, and optimize their workplaces. We empower our clients with beautifully crafted apps and a seamless user experience to simplify the day-to-day operations of their business. Our customers are coworking managers and flex space operators that span across 25+ countries.

We\xe2\x80\x99re a passionate group of people who support each other to do our best work. We enjoy pour-over coffee, chocolate croissants, and jamming on our vision of changing the way the world works. And now we\xe2\x80\x99re looking for an entrepreneurial-minded individual to join our rapidly growing team.

As a Customer Success Associate, you will work alongside our Customer Success team to educate prospective and existing clients on the benefits and functionality of the Optix platform. You\'ll also get to use your Sales skills to speak to those interested in Optix, but not yet clients through the live chat, email, and by running online demos of the product. In joining our team at this stage, you will play a critical role in building relationships and acting as trusted advisors as well as collaborating across teams (product, marketing, etc) to build an amazing product. This is a great opportunity for a customer support or success specialist who\xe2\x80\x99s had a few years of experience in a SaaS and/or tech product support environment.

Note: This is a hybrid opportunity for someone based in Vancouver, BC (50% in our beautiful water-front Gastown office, 50% from home).

We welcome applicants from all walks of life. Even if you don\xe2\x80\x99t feel you meet every requirement listed, we would still love to hear why you think you would be an awesome addition to our team, and we encourage you to apply

Requirements

Who you are

• 2+ years of experience in a SaaS and/or tech product support or sales environment
• Prior experience with support and CRM tools including Intercom and Hubspot
• You love meeting and presenting \xe2\x80\x93 speaking to new people every day and building relationships excites you
• You have exceptional written and verbal communication skills
• You have experience with helping people or businesses use and get the most out of software and managing multiple relationships at once
• You obsess about the details and getting them right
• You have strong time management skills and are able to work independently
• You question the status quo, take ownership of your work, and proactively identify and address issues and opportunities
• You like to work collaboratively and have a great sense of humour
• You are ambitious, yet humble and quick to support your fellow teammates

Bonus points for

• Previous experience giving product demos
• Previous experience in a start-up environment working with a small team
• Experience in the coworking and/or commercial real estate industry

What you\'ll do

• Supporting prospective and current clients through various channels including video calls, live chat, and email support, serving as a product expert and answering product-related questions
• Leading demos \xe2\x80\x93 this is your chance to get curious and understand what our prospective clients are looking for from Optix and whether we are a good fit. This isn\xe2\x80\x99t a traditional sales pitch and is more focused on educating prospective clients vs making a hard sell
• Following up with prospective clients on their questions and supporting them in getting the most out of their trial experience
• Ensuring and contributing towards customer retention and satisfaction, effectively building strong relationships across our client base
• Representing the voice of the customer in the product design process to ensure that product feedback is passed to the Product team
• Troubleshooting and investigating a variety of client questions. Working with the customer success and product teams to ensure client issues are addressed and support materials are accessible
• Executing strategic customer success initiatives to support the growth of the company and build best-in-class processes

Benefits

We take care of our teammates

This is a unique opportunity to join a rapidly growing technology startup. Taking care of our team on this journey is a priority. We offer:

• Competitive salary compensation
• Strong Employee Stock Option Plan offering
• Excellent health and dental coverage program provided by Sunlife
• Mission-driven workplace experience with a positive, collaborative and supportive team culture
• Personal and professional growth opportunities
• Healthy snacks and locally roasted coffee \xe2\x80\x93 slow pour is our jam
• Weekly team lunches and socials
• Annual health and fitness credit
• Fun offsite activities that allow us to reconnect as a team
• A beautiful, waterfront Gastown office and a flexible hybrid workplace plan

Optix