Offer summary

Qualifications:

Minimum of 2 years experience in a customer support role., Experience working at a software company., Proficiency with help desk software like Zendesk or Jira., Strong communication, problem-solving, and multitasking skills..

Key responsibilities:

Assist customers with feature usage, troubleshooting, and account issues.

Monitor and follow up on customer complaints to ensure resolution.

Check customer websites for correct product installation.

Update internal databases and inform customers about new features.

Job description

About the Team

At AudioEye, we believe access to digital content is a fundamental right, not a privilege. Our mission is clear: eliminate every barrier to digital accessibility so that everyone, regardless of ability, can experience the web without limitations.

We are a team of passionate problem-solvers who are driven by purpose and impact. Every challenge we tackle moves us closer to a future where creating accessible experiences is the standard. If you’re looking for meaningful work where you can drive real change, influence how people with disabilities experience the internet, and be part of a mission that matters, AudioEye is the place for you.

About the Role

The Customer Success Specialist provides our customers with outstanding service we can all be proud of by taking ownership of the customers transactional or service requests and answering specific product questions. Our CSSs also educate our customers around AudioEye’s platform.

We're looking for someone who is passionate about delivering an outstanding customer experience, brings a positive and ambitious attitude, and has a genuinely helpful personality.

How you’ll Contribute:

Identify customer needs and assist with feature usage, troubleshooting, and account or billing issues
Monitor customer complaints and follow up to ensure resolution, escalating to management or Technical Support as needed
Check customer websites to confirm correct installation of products and services
Analyze and report product malfunctions by testing different scenarios or impersonating users
Update internal databases with technical issue details and share workarounds or feature requests with the team
Inform customers about new features and functionalities
Coordinate with clients to define audit scope, launch audits on time, and provide ongoing support
Conduct outbound surveys and collect feedback to share with Product, Sales, and Marketing teams
Create and update spreadsheets for reporting needs
Process customer renewals

Who you are:

At least 2 years experience in a customer support role
Experience working at a Software company
Experience using help desk software and remote support tools (Zendesk, Hubspot Service Hub, Jira Service Desk, etc…)
Experience with Customer Relationship Management software (Salesforce, Hubspot, etc…)
Excellent communication and problem-solving skills, with strong multitasking abilities
Patience when handling tough cases with upset customers
Experience working with Google Sheets and/or Excel
Experience taking and making 30 plus phone calls per day

Our Values:

Relentlessly Prioritize the Customer
Own Outcomes
Be Straightforward
Act Now & Iterate
Grit
Decide with Data
Hire and Develop A Players
Be Coachable
Organize and Plan
Expect and Embrace Change

Benefits and Perks:

Work with a talented but humble team
Competitive compensation and equity
Weekly paid family meal
401k, medical, dental, and vision insurance
Flexible and Generous PTO Policy: If you feel you need a break to recharge, we encourage you to take it!
15.5 company-paid holidays including Juneteenth, MLK Day and a 1-week company shut down
To support remote work conditions, AudioEye provides each employee a one-time stipend of $300

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All AudioEye recruiting email communications will always come from the @greenhouse.io domain or audioeye.com. Any outreach claiming to be from AudioEye via other sources should be ignored.

Equal Opportunity Employer: We embrace equal employment opportunity. AudioEye is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs. We welcome and encourage applications from candidates of all backgrounds, abilities, and seek to ensure that all candidates have the opportunity to showcase their skills and qualifications during the hiring process. Please email accommodations@audioeye.com if you require an accommodation.

Notice to Staffing Agencies: It is our policy that any and all contact with third party staffing vendors come through our Talent Acquisition department directly. We have established a preferred network of staffing partners that we engage with if and when we deem necessary. We ask that staffing agencies refrain from contacting our executives, hiring managers, or employees directly. Unsolicited resumes and inquiries will not be considered or responded to. Thank you for your understanding and cooperation.