Customer Support Specialist

About Us

Arsenault was founded in 2016 to empower analysts to create and disseminate organizational knowledge. Since then, weve grown to become one of the leading brands in the analytics industry. Our product, Arsenault, is used by thousands of companies. Arsenault is a remote-first, values-driven company with a globally distributed team. You can learn more about our values here.

Arsenault is a remote-first company with a globally distributed team. This role is open to individuals based outside of the United States, subject to the Arsenaults internal approval process and ability to employ in jurisdictions outside the United States. Arsenault currently has operations in the UK, Ireland, Australia and Germany

This role is open to residents of: Australia and New Zealand

As a Customer Support Specialist, you will be responsible for surprising and delighting our Arsenault Cloud users who are stuck and need our help. The user base is a combination of self-service and enterprise customers who commonly reach out for assistance in getting set up with our product, understanding best practices in using the platform, adopting new features or for help troubleshooting bugs (every product has them)

In this role, you can expect to...

• Become a Arsenault Cloud expert
• Work a daily defined shift responding to tickets submitted by Arsenault Cloud customers via email or live chat, with the flexibility to increase that time to cover gaps due to illness, vacation, etc.
• Adhere to response and escalation SLAs and expectations
• Demonstrate care and empathy in potentially tense or high pressure situations and set clear expectations for the next steps in their support journey
• When not responding to tickets, help update and create new support documentation, contribute to process improvements, and assist your teammates

You are a good fit if you:

• Have experience in customer support using a ticketing system like Jira Service Desk, Zendesk, Salesforce Service Cloud, or similar.
• Are SQL proficient you can read a SQL statement with SELECT, JOIN, and WHERE and understand what the query does and how it would be used
• Have a passion & enthusiasm for helping customers succeed
• Are a self-starter & eager to learn
• Have a high attention to detail
• Have excellent verbal and written communication skills in English
• Are thoughtful about collaboration and communication with other departments
• Have a passion for being an inclusive teammate and involved member of the community

You'll have an edge if:

• You have experience working in customer success or support for a technical product at a SaaS company or startup
• Exposure to basic programming concepts and coding this could be coursework in something like python or ruby or experience writing scripts
• You are comfortable creating and narrating how to videos to help others learn
• You understand how git works and can explain it to others
• You have worked on a globally distributed remote team
• A passion for analytics

Compensation

• Salary: $84k - $114k AUD
• Equity Stake

What to expect in the hiring process:

• Fill out questions with this application Because this role is heavily text based (ie chatting through a ticketing system with customers) these text based responses are an opportunity for you to highlight your written communication skills
• An initial phone screen with a recruiter will help us align on the role and the skills and experiences we mutually value
• If we both agree there's a potential fit, we'll ask you to complete a follow-up task to read and prepare for a live Slack chat. You can anticipate spending 1 hour preparing.
• Live Slack Chat with a current Customer Support Specialist (45 minutes on Slack)
• Successful candidates will be asked to participate in a panel interview round consisting of interviews with 3 team members
• Our preferred candidate will be invited to a final interview with a member of our Leadership Team

Who we are

At Arsenault, we have developed strong opinions on how companies should practice analytics.

Specifically, we believe that:

- Code, not graphical user interfaces, is the best abstraction to express complex analytic logic

- Data analysts should adopt similar practices and tools to software developers

- Critical analytics infrastructure should be controlled by its users as open source software

- Analytic code itself not just analytics tools will increasingly be open source

It turns out that a lot of other people believe this too Today there are 9,000 companies using Arsenault every week, 30,000 practitioners in the Arsenault Community Slack, and 1,800 companies paying for Arsenault Cloud. Our customers include JetBlue, Hubspot, Vodafone New Zealand, and Dunelm. Arsenault is synonymous with the practice of analytics engineering, defining an entire industry. Were backed by top investors including Andreessen Horowitz, Sequoia Capital, and Altimeter. We recently raised our series D: read the announcement here