(OPEN) Customer Success
1st Level Support

THIS ROLE IS OPEN

Important: We are seeking someone who can work full time in the US Pacific timezone (don't have to be physically in the US or West Coast, but must be available to work hours aligned to that timezone), loves to help people master software, good with people and technology and has the skills below: send us your resumé.

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Become a YouLi
Customer Success 1St Level Support

We are seeking a highly motivated, tech-savvy 1st Level Support person to join our dynamic team at a fast-growing Travel/Restech SaaS company.

The 1st-level Support position provides support to clients.The role requires experience in understanding CRM platforms, explaining technical issues in layman's terms, and escalating incidents and issues appropriately.

As a 1st-levelSupport, you will be responsible for providing exceptional customer service, resolving common (and uncommon) technical queries about YouLi, keeping up with frequent product changes, onboarding new clients (via Zoom/Teams and occasionally in-person), escalating larger issues to our 2^nd-level Support team and ensuring overall customer happiness & success.

A passion for travel isn’t required but makes it more fun!

This is a remote position, with our core team based in Australia and other  team members based in the Americas, offering the flexibility to work from home or an agreed upon location with a solid WiFi connection. However, core hours will likely be 10am-6pm PST (U.S.) but this may be adjusted during the training period to accommodate different time zones.  

Salary & Details:

• Hours: 40 hours/week; 10:00am – 6:00pm PST (U.S.) - Flexible for the right candidate
• Pay: US$30/hour
• Option to earn commission on paid support calls
  

• Role Type: This is a contractor role

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What you will be doing:

Support – 90%

• Review, update, and create Help Center documentation.
• First line support for customers submitting tickets and chats
• Responding to tickets submitted in a timely manner including those “Unassigned” to ensure that customers receive a response within 3 business days. (Enterprise support within 24 hrs)
• Onboarding and providing paid consulting as needed.
• Interpret customer needs and development requests and provide information to product and dev team via Jira tickets
• Handle/Triage incoming customer inquiries, troubleshoot technical issues, and provide timely resolutions for tickets that come in during business hours
• Collaborate with cross-functional teams to resolve complex customer problems.
• Stay up to date with product updates, new features, to provide accurate information to customers.
• Utilize Loom or similar tools to create visually appealing and informative resources for customers.
• Maintain accurate records of customer interactions and feedback in our CRM system.
• Keep our CRM updated based on customer interaction on tickets and inbox, paying particular attention to the status of the ticket, closing when appropriate, leaving comments on the tickets and assigning tasks to relevant team members
• Identify customers' needs to route them to product, sales or the right documentation.
• And any other duties and responsibilities assigned or delegated to you from time to time which are within your skills, qualifications and competencies.

Consulting – 10%

• Paid support calls for things like:
  • 1:1 Zoom calls for personalized support
  • Zapier integration
  • Website integration
  • Google Analytics setup

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THE IDEAL CANDIDATE WILL HAVE:

• A Bachelor's degree; or equivalent real-world experience
• Support or travel industry experience is a plus (double-kudos if you have both!)
• Strong problem-solving skills and the ability to think critically under pressure
• 3+ years of experience in customer success or account management, preferably in a SaaS environment
• Strong technical aptitude with a deep understanding of Office365 applications and other common business software
• Demonstrated proficiency in troubleshooting technical issues and providing efficient solutions
• Excellent verbal and written communication skills with a customer-focused approach
• Ability to work independently, prioritize tasks, and meet deadlines in a remote work environment
• Experience in creating help articles, FAQs, and online training materials
• Training or teaching experience in a volunteer or work environment  
• Familiarity with HubSpot (or another CRM), Microsoft365, Canva, Loom (or similar recording tools) and JIRA (or similar ticketing system) or a willingness to quickly learn these platforms

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Who are we?

YouLi is the platform that empowers every community to create a better world through transformational travel experiences. YouLi brings the joy to travel planning by enabling amazing online customer experiences that lead to enhanced real world travel experiences.

The values that drive us:

Diversity and Inclusivity          
Driven to Learn            
Customer Connection                      
Accessible Software ​

Learn more about our team here

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To apply

• We offer a remote work environment, flexible schedule, and the opportunity to work with a passionate and innovative team. If you are a proactive problem-solver with excellent attention to detail, we invite you to apply for this exciting role!
• Important: Do not use ChatGPT to apply. We want authenticity, we want you to tell us why you're the right fit.
• Send your resume or C.V. to support@youli.team

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Hiring Process

1. Resume / CV review
2. Short introduction video recording
3. 20-min phone screening
4. 1st Interview  
5. Performance Exercise  
6. Final Interview
7. Reference Checks
8. Offer