Customer Success
Sarajevo / Remote
Entry
Competitive
About RSVPify
RSVPify is an event and guest management software that allows you to create fully-customized online RSVP and event registrations forms, sell tickets, and easily manage events and guest information with our full suite of tools and features. We are the world’s leading private event management platform, and our partners are using RSVPify’s powerful, end-to-end event management software in myriad ways, ranging from hosting private celebrations (e.g., weddings, birthdays, b’nai mitzvahs, reunions) to organizing nonprofit fundraisers to coordinating corporate conferences and events. We aim to make the event registration and management responsibilities as seamless as the guest experience itself. Event hosts choose RSVPify because it provides an efficient, streamlined, and cost-effective system for event and guest management.
We are a small, entrepreneurial startup team – and we’re growing! We are seeking a smart, tech-savvy and ‘hungry’ Product Specialist to strengthen our business team.
About the Role
The Product Specialist is the company’s only direct customer-facing role, and it is a highly valued role on our Customer Success team. As a representative of the company, we expect product specialists to be highly responsive and appropriately empathetic to customer requests. RSVPify customers come to our support channels seeking information about the platform, asking questions about features they expect we have, expressing satisfaction with their experience or frustration around specific features, and everything in between.
Core functions of the role include:
A Day in the Life
As a product specialist, you’ll begin your day by logging into Slack, Intercom, and ZenDesk. We have a dedicated channel in Slack for the business team to share updates and let the team when each of us is online, taking breaks, etc. Once you’ve checked in on Slack, you’ll head to Intercom and ZenDesk to assess any high priority/immediate requests. After these requests have been responded to, you’ll spend the rest of the day actively engaging customers who reach out on either channel. On some days and at certain points in the day, these channels can be quite active or full. For example, since our customer success team does not work on the weekends, our support channels often collect a backlog of requests. This means that on Mondays, a majority of the day will be spent addressing after hours requests while simultaneously responding to incoming requests/threads. If there are lulls in traffic on these channels, you will likely be asked to help on related projects (e.g., create or edit support articles, competitive product research, etc.). Our standard working hours are 8am – 4pm CT (Chicago), which is 3pm – 11pm CET (Sarajevo).
Skills & Qualities
While the first few months of the role will be dedicated to training on the product and RSVPify support practices, we expect Product Specialists to come the the role with a certain set of skills, including:
Preferred Experience includes:
Skills You’ll Develop
As a Product Specialist on the RSVPify Customer Success team, you will have the chance to expand your skillset – by giving you the chance to practice skills you’ve learned at IBU and by exposing you to a new set of foundational business skills and customer success-specific skills. These lists were compiled by all RSVPIfy teammates with presence at the live customer chat.
Foundational Business Skills
Customer Success Skills (all the above plus the list below)
What Success Looks Like
Product specialists are ultimately successful when they can master our tools used for customer support. In the first quarter of work, we expect you to master the basics of Intercom, RSVPify, and Stripe; embody the RSVPify “voice” and handle frequently asked questions without assistance; and develop a basic understanding of the types of events we support. After the first year, we expect you to actively contribute to RSVPify outward-facing resources including writing support articles and recording support videos as well as regularly contributing to product development conversations by passing along insights regarding common questions, new feature requests, and more.
Our Timeline
We intend to work as quickly as possible to bring on a new team member. We are accepting applications on a rolling basis until we find a best fit candidate.
Join Us
Please apply at the link below, and we will get back to you with next steps.