Customer Support Representative

<div class="content-intro">It’s an exciting time at Crossbeam. We built our company on a simple but powerful realization: ecosystems hold untapped potential to transform how companies go to market. That insight became a movement, now embraced by more than 30,000 companies using Crossbeam to turn partnerships into a primary growth engine. We’re scaling with speed, focus, and a vision that’s reshaping the future of go-to-market, backed by top-tier investors like Andreessen Horowitz, Insight Partners, Redpoint, FirstMark, Salesforce Ventures, and HubSpot Ventures  (yep, the biggest CRMs are investing in the future of go-to-market).
The opportunity ahead is exciting, and we’re pursuing it with curiosity, high standards, and a shared commitment to doing the best work of our careers.
 
What is Crossbeam ?
Crossbeam is the first and largest Ecosystem-Led Growth platform. We act as an escrow service for data, allowing companies to find overlapping customers and prospects with their partners while keeping the rest of their data private and secure. Companies use this data to sell more effectively, market to the right audiences, build the right products, collaborate with their service partners, generate demand, inform M&A, and more. This has created an entirely new way of doing business called “Ecosystem-Led Growth” or ELG—and it works: 40% of our customers' closed deals come from their ecosystem.</div>About the role:
The primary role of a Customer Support Representative is to provide excellent support to our customers via our chat and email support channels. You will be responsible for quickly, accurately, and thoroughly resolving inbound requests, including troubleshooting product issues and using Crossbeam collateral to educate on best practices. Quick thinking and problem-solving are paramount. 
This is a unique opportunity to work directly with a seasoned customer success team and materially contribute to Crossbeam’s success. There is significant room for career growth as our company expands. This role requires someone based in the PT time zone.
<h3>Responsibilities include:</h3>
<ul>
<li style="font-size: 12pt;">Live Chat & Email Support: Respond to free and paid users questions and issues in a timely manner, with the right level of prioritization. You’ll ask questions to ensure full understanding of the customer issue, work to replicate the issue, escalate to our engineering team or sales team if need be and per our internal processes, and provide a thorough, yet concise solution for the customer. </li>
<li style="font-size: 12pt;">Customer feedback: Communicate with internal teams such as product, sales, and engineering to communicate customer needs and concerns.</li>
<li style="font-size: 12pt;">Free plan activation: Support free users with their Crossbeam activation journey to maximize engagement and derive value through basic onboarding calls </li>
<li style="font-size: 12pt;">Paid customer onboarding and account checks: Help with the technical setup of the Crossbeam premium features, following our implementation plans and working as a binome with their assigned Account Success Manager. Perform account reviews, and assist the team and their customers with necessary setups and possible improvements on their request</li>
<li style="font-size: 12pt;">Internal Knowledge contribution: Assist with the creation of our user guide on Notion and Intercom, finding and implementing “quick wins” to engage our users even more with Crossbeam, creation of KPI reports.</li>
</ul>
<h3>These are some of your traits:</h3>
<ul>
<li style="font-size: 12pt;">You have professional experience in a B2b technical or customer facing role</li>
<li style="font-size: 12pt;">You have used some of these tools already: Salesforce, Hubspot, Intercom, Google suite, Notion</li>
<li style="font-size: 12pt;">You have strong active listening skills, empathy and enjoy communicating with others.</li>
<li style="font-size: 12pt;">You know how to easily explain difficult concepts both verbally and written. </li>
<li style="font-size: 12pt;">You are an instinctive problem solver who thrives on remedying the issues of your customers.</li>
<li style="font-size: 12pt;">Deep-diving into technical details and learning more about how our platform works is exciting. </li>
<li style="font-size: 12pt;">You are resourceful. Your first approach to seeking an answer you don’t know is to research materials and documentation.</li>
<li style="font-size: 12pt;">When you don’t know how to do something, you’ll admit it and make a quick assessment of whether it’s something you can figure out, if you’ll need help, and where that help should come from.</li>
<li style="font-size: 12pt;">You have strong time management skills and understand that prioritization is key to succeed in this role.</li>
<li style="font-size: 12pt;">You are a team player and enjoy collaborating with other departments such as customer success, sales, engineering, operations, and product teams.</li>
</ul>
What to Expect from Crossbeam's Interview Process:
We go through the same interview steps for all Customer Success candidates to ensure equity in our hiring process.
Our process is designed to learn as much about each candidate as possible, as well as to give candidates access to our team and learn about what it's like to be on the CS team at Crossbeam. Topics will range from Product experience to problem-solving approaches and collaboration.
Interview steps:
<ol>
<li style="font-size: 12pt;">First-round call with a Crossbeam in-house recruiter</li>
<li style="font-size: 12pt;">The Services Manager, for a 45min session</li>
<ol>
<li style="font-size: 12pt;">Discussion / Questions</li>
<li style="font-size: 12pt;">A short test on ticket prioritization (no preparation needed) and a 2mn overview of Crossbeam</li>
</ol>
<li style="font-size: 12pt;">The final Interview is set up to make sure you meet a few folks from the Services team </li>
</ol>
Benefits:
<ul>
<li style="font-size: 12pt;">Health Care Plan (Medical, Dental & Vision)</li>
<li style="font-size: 12pt;">Flexible PTO Policy</li>
<li style="font-size: 12pt;">Parental leave</li>
<li style="font-size: 12pt;">Free Food & Snacks</li>
<li style="font-size: 12pt;">Stock Option Plan</li>
<li style="font-size: 12pt;">401k Plan</li>
</ul>
*This role has been categorized as a Remote position. "Remote" employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to Crossbeam. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role. In Colorado, Connecticut, Nevada and New York City the standard base pay range for this role is $40,000-$50,000 annually + ~10% commission. This range is specific to Colorado, Connecticut, Nevada and New York City and may not be applicable to other locations. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.<div class="content-conclusion">Our Core Values
Values are a social contract that we have with our team, our users, and our communities. They are guiding lights as well as argument-enders, and we expect results delivered in a way that is consistent with these values.
 
Trust is our Foundation
We create value by building trust in our company, our team, and our technology. That goes in all directions, not just between us and our customers but also amongst ourselves. We approach conflict with empathy and curiosity, and ascribe best intentions to all of our collaborators.
 
Work Hard and Smart
This is a startup, and we will act like one. We prioritize impact, take personal ownership of outcomes, act decisively, and get our hands dirty in the process. We communicate clearly, avoid over-engineering, and take risks. This allows us to be creative, innovative, and solution-oriented.
 
Default to Transparency
We will not succeed in information silos. We share the good, bad, and ugly about what is happening in our company, which requires us to pay attention, always measure what matters, and hold each other accountable.
 
Belonging
In our workplaces, communities, and ecosystems, we shape environments where people feel a sense of belonging. To do this, we work to ensure that stakeholders of all backgrounds are treated equitably and experience psychological and physical safety. This is key to their relationship with our company, their access to opportunities, and their ability to thrive.
 
Treasure the Fun
We are incredibly lucky to be here — let’s make memories. We will all spend that extra bit of time and energy to energize each other with fun and inspiring experiences. This applies internally and externally, from the smallest interactions to the largest events.
Crossbeam's core value of Equity sits at the heart of our hiring process, and we're proud to be building a culture where differences are valued. Applicants from diverse and non-traditional backgrounds are strongly encouraged to apply. 
 
<a href="https://www.crossbeam.com/assets/pdf/PrivacyStatementforApplicants.pdf">To applicants in the European Union & California: Please find our European Union & California Recruitment Policy Here</a></div>

Customer Support Representative

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