Job Description

🚀 Exciting job opportunity in Customer Success! 🚀

We are recruiting for a full-time Customer Success Specialist located in San Diego, CA, with a hybrid working schedule. See our latest video 📹 here:

We're a fast-scaling event technology company bringing delightful experiences to professional events and event organizers!

Why Join Whova?

❤️ Make a difference! Our goal is to change lives with our product

📈 Work on exciting and impactful jobs

💼 Fantastic opportunities for career growth and development

🤝 Fun, authentic, and supportive team environment

As a customer success specialist at Whova, you will provide front-line technical assistance to customers, troubleshoot software issues, and guide users through product features to ensure a smooth experience. This is an excellent opportunity for individuals who enjoy problem-solving, working with cutting-edge technology, and delivering outstanding customer service.

Whova is a fast-growing company with a top product in our space, supporting events in 100+ countries. Our brand-name customers include US-Bank, Stanford, L’Oreal, Hilton, LEGO, Vetafore, NASA, IKEA, TEDx, etc. We are proud to be recognized as one of the Best Places to Work in San Diego 🏖️ 5 years in a row, and also won the ⏫ Fastest Growing Private Companies award for 3 years. Recently Whova won the Event Technology Awards’ Best Product Team Award 🏆, People’s Choice Award 🏅 , with the most votes from event industry professionals, and also Best Event APP Award. Whova also made into the 🔝 Global Top 50 Software Companies in G2's ranking.

If you are passionate about technology and sales, and thrive in a fast-paced, innovative and collaborative environment, we have perfect opportunity for you here at Whova! You can directly send your resume to jobs@whova.com.

Responsibilities:

• Assist customers with software troubleshooting via email, chat, and phone support, ensuring timely and effective resolutions.
• Diagnose and resolve technical issues related to [product or service], including setup, configuration, and system performance.
• Educate customers on best practices, product features, and workflow optimizations to enhance their user experience.
• Collaborate with internal teams (engineering, product, and sales) to escalate complex issues and improve software functionality.
• Document support cases in the ticketing system, ensuring accuracy and tracking of customer issues.
• Contribute to knowledge base articles by identifying common support questions and creating clear, user-friendly guides.
• Test and replicate reported bugs, providing detailed feedback to the development team for resolution.
• Assist with onboarding new customers, ensuring they understand how to use the software effectively.

Desired Skills and Experience

💼 Great work ethic, excellent customer service and listening skills

🏆 Detail-oriented, self-disciplined, providing prompt follow-up to customer inquiries

⏱️ A genuine interest and passion in helping customers

📗 Ability to professionally handle difficult situations with customers

📗Great verbal and written communication skills

What we offer:

💰 Salary: $45K-$50K. The salary is based on experience in customer support (technical support for software products, customer services and onboarding for software products, etc)

📈 Fast career growth opportunities

🤝 Collaborative, dynamic, and supportive team culture

⭐ Benefits including health, dental and vision benefits, weekly company lunches, PTOs etc.

🏖️ 18 days paid time off per year

🍲 Three company-provided lunches each week

🏡 Working from home every Friday

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