Customer Success Analyst

AREA
We are a vibrant tech startup based in Madrid, Spain. Our mission is to make WordPress sites work great on mobile devices. We have created a framework that uses the most advanced web technologies to create delightful UI experiences on top of WordPress.

Our technology not only delivers an enhanced user experience for the visitor, it also reduces the abandon rate and increases the number of read articles, helping publishers from all around the world to increase their revenue and ultimately grow their companies.

Our goal is to disrupt the way user interfaces are created in the WordPress ecosystem (which represents 30% of the Internet and growing) and become the de facto solution for the next-generation of the web.

The customer success team is the main touchpoint with our customers, at the same time this team connects the sales and engineering areas of the company. As a customer success analyst you will be responsible of preparing demos to potential customers, go along with them during the integration process and help them make the best out of their sites using our technology.

Last year we were selected for SeedRocket (top spanish startup accelerator) as one of the top startups to join their program. We also raised a seed round from K-Fund, one of the biggest VC funds of Spain. Currently we work at Google Campus Madrid and we are looking to scale our team and build a solid foundation for our company’s future growth.

RESPONSIBILITIES

• You will lead customers from demo to production release.
• You will solve support inquiries from customers. Troubleshooting, investigating, and creating detailed bug reports when needed.
• You will provide customers with effective follow-ups, checking periodically their status.
• You will be responsible of understanding customer needs and difficulties, and define ways to improve our product and processes to make sure customers have a great experience.
• You will identify gaps in our products and support capabilities and lead resolutions with product, engineering and sales teams to completion.

Qualifications
Minimum Qualifications:

• You have a technical background. You understand what a JS Script is, how to edit a PHP file or how to inspect a website using chrome.
• You have excellent written and verbal communication skills. Both in english and spanish.
• You are able to understand and give instructions in technical language. You are also good making technical language understandable to non-tech people.
• You are passionate about solving complex problems and proposing elegant solutions.
• You love talking to people and helping them.

Preferred qualifications:

• You have previous experience in technical support roles. Having worked in the support team of hosting company will be a plus.
• You have managed WordPress sites before.

WHAT WE OFFER

• Competitive salary negotiable based on experience.
• Flexibility to take time off when necessary.
• Cool offices in downtown Madrid
• Summer team retreat (So far we’ve been to Vienna, Paris and Belgrade).
  
  
  

HOW TO APPLY

If you want to join us, and build the future of the web:
Send us your CV with the subject title Customer Success Analyst + Your name.