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Client Support Specialist

Offset Partners

Remote > Napa, CA

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Job Description:

Offset Partners is looking for an invaluable member to join our company in the role of Client Support Specialist.

Position Description:
Title: Client Support Specialist
Full Time Salary Range: Dependent on Experience

Offset is a wine commerce technology and brand design company based out of Napa and San Francisco. Our commerce platform, Offset Commerce, is the leading choice for allocated wineries and high-touch online retailers, and our brand, packaging, and website design services are trusted by clients such as Frog's Leap, RAEN, and Kermit Lynch. We are looking for a Client Support Specialist, focused on bolstering the relationship with our commerce platform clients by providing a prompt, professional, and warm approach to resolving issues, while helping empower them to sell their wines.

Responsibilities:
-Attain a solid working knowledge of the entire Offset platform.
-Assist with onboarding new clients to Offset and training new users.
-Solve issues via different channels, ensuring client satisfaction and happiness with our Commerce and Content SaaS products using tools including but not limited to Intercom, Monday.com, Slack, Jira, Pipedrive, Tango, Google Workspace, email, text, and phone.
-Investigate and analyze issues in Offset. Answer how-to questions, recommend known solutions, advise best practices, and research alternative options.
-Take ownership of technical issues and client problems from the beginning to the end, ensure timely follow-up and satisfactory resolution. Escalate more complex technical issues to the development team as needed.
-Assist with keeping internal and client-facing support documentation up-to-date.
-Assist with new feature quality assurance testing, documentation, and troubleshooting.
-Channel the voice of clients to the rest of the company with a goal of improving our product.
-Represent Offset in the community.
-Research, assess, and build partnerships with complimentary vendors related to client support needs.
-Research and advise team on next practices and new tools to improve operations.
-Collaborate with the whole company, from development to design, to help solve user problems and delight clients and their customers.

Requirements:
-Passionate about the wine industry and technology; always willing and eager to learn.
-Have excellent listening and writing skills with an empathetic, yet confident voice and manner. Open and over communication is a must.
-Can judge subtext easily in a conversation, adapt to the client’s message and constantly evolve the tone of voice to meet the needs of our varying user base.
-Have the ability to thrive in a fast-paced environment, multitasking while keeping our focus on the client.
-Collaborate regularly with all Offset team members.
-Show composure, resilience, and flexibility as needs expand and case volume changes.
-Proficient at using mobile devices, apps, Apple computers, Excel, and other tech products/platforms/software.
-Data security mindfulness and practices at all times.
-Experience with the following is a plus: previous experience working with Offset or other wine based commerce platforms (WineDirect, Vinespring, Commerce7, Cultivate, eCellar, etc); working for a winery or wine retailer on their direct to consumer program via open cart, club, or allocation models; use of the direct marketing platforms Campaign Monitor, Klaviyo, SlickText; managing and overseeing long term projects; experience or knowledge in wine shipping and compliance requirements.

Location:
Remote work is highly encouraged. With offices in San Francisco and Napa, California, there will be days that you may need to work from either location.

Equipment:
Offset Partners will provide you with a company computer so that you are able to perform your duties as assigned.

Additional Details:
-Competitive starting salary.
-This is an exempt, at-will full-time position (40 hours a week).
-We encourage regular check-ins and annual reviews to discuss how things are going. Salary and benefit reviews take place on an annual basis, but not necessarily tied to a specific timeframe.
-15 days of paid time off per year which can be used for either sick time or vacation plus all paid holidays as outlined in the Employee Handbook (there are 10 paid holidays).
-Eligibility to participate in our group health insurance plan effective 30 days from your start date (health, dental, vision).
-401k plan.
-As a member of the client account success team this role reports to the Director of Client Experience.

Offset Partners is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

Learn more about our company at https://www.offsetpartners.com/

Additional Information:

Job Posted:
Wednesday, June 1st
Type of Work:
Full Time
Job Level:
Associate