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Customer Support Manager

Raken

Carlsbad, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Construction
  • Post Date: 01/20/2023
  • Website: rakenapp.com
  • Company Address: 5600 Avenida Encinas, Carlsbad, CA, 92008
  • Salary Range: $54,202 - $64,000

About Raken

Raken is a cloud-based, mobile, daily reporting and field management platform for contractors. We enable superintendents, foreman and project managers to streamline field workflows by creating accurate daily reports, time cards, and more in less time. We work with commercial, residential, and specialty contractors of all shapes and sizes. Raken's digital toolbox allows you to manage/document accidents & delays, subcontractor information, site safety & quality control observations, project photos, weather, task lists, equipment rental, jobsite visitors, time cards, and more!

Job Description

The Customer Support Manager works directly with prospects and current paying customers via chat, phone and email. Answering questions, providing training sessions and guiding our customers towards best practice to help them be successful with the Raken application.  To be successful in this position you must excel at managing multiple projects in a fast-paced environment, be self-sufficient and possess the ability to work independently. Clear & concise communication is a key function within this role.

Why Join Raken?

  • Raken is a rapidly growing company based in Carlsbad, CA with over 4,500 customers across 92 countries
  • We were recognized on the Forbes 2020 list of America’s Best Startup Employers, we are ranked no. 1057 on the Inc. 5000 List of Fastest Growing U.S. Companies and are ranked as one of San Diego's Top Workplaces by the San Diego Union Tribune
  • We are consistently ranked as a High Performer for construction management solutions on notable review sites like G2, Capterra, and Software Advice
  • Our Culture is Top Priority - We have a hardworking team that loves to make a significant positive impact and have fun while doing it.  Core Values we live by: Take Ownership, Keep Evolving, Stay Balanced, Elevate Others, and Let’s Go!  

Role Responsibilities:

  • Help customers be successful through calls, email and chat communication
  • Quickly assess needs, troubleshoot issues, and report bugs
  • Welcome and on-board new customers
  • Provide web demos and webinar training with customers
  • Own customer growth opportunities that arise
  • Help customers setup accounts and implement best practices
  • Respond to customer questions and recommendations quickly and completely
  • Monitor existing accounts and help clients be successful
  • Answer/Return phone calls/chat/emails in a timely manner
  • Achieve Customer Success goals, including a series of personal and initiative Key Performance Indicators (KPIs), towards company goal
  • Punctuality and regular attendance
  • Additional duties as assigned

Skills, Qualifications and Attributes:

  • 1 to 2 years of customer support experience
  • Smart, ambitious and willing to learn and grow
  • Love to help others & empathize with users of all experience levels
  • Have outstanding writing & communication skills
  • Enjoy solving problems & learning new things
  • Thrive on change as the product evolves
  • You’re a self-starter and will try to solve any problem before asking for help
  • Be reliable, optimistic, super-organized & tech savvy
  • Strong multi-tasking ability
  • You can easily jump from phone support to email to chat and back again

Pay Rate/Range

$26.44 - $31.25

Benefits:

  • Medical, dental and vision with generous employer contribution
  • HSA/FSA
  • Life/LTD
  • Generous PTO
  • 12 Paid Holidays
  • 401k + Match
  • Continuing education
  • Free on-site gym
  • Monthly Social Events
  • Excellent company culture
  • Modern office with Ocean view and amenities

Diversity and Inclusion

We are committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture but is a key contributor to our success. We welcome the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation and beliefs.

Want to learn more about us?   Visit www.rakenapp.com

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