Craftybase
Craftybase is an inventory and bookkeeping solution focused on the specific needs of small, independent handmade sellers. We’re a small, nimble company working remotely across the globe and our mission is to help small makers achieve big things. We are a long-standing (10 years old this year!), stable and proudly independently profitable company that believes in growing a business sustainably and responsibly. To do this, we aim to build products that stand the test of time and serve a real need and purpose – we don’t do “growth hacking” or buzzwords here!
Key Responsibilities
- Overseeing the entire customer lifecycle, from onboarding right through to cancellation retention
- Working to help reduce churn and increase overall customer happiness
- Ensuring that Customer Success best practices are being followed throughout the whole company, and having a big hand in shaping these
- Managing our small US-based email support team, ensuring they are delivering high quality, timely and friendly support to our customers
- Take full ownership of our existing knowledge base, eBook resources, and tutorials and make them awesomely useful
- Commissioning and creating additional learning resources (videos, blog articles, webinars) to help users better understand Craftybase, inventory tracking, and small business management
- Analyzing our onboarding process and recommending improvements
- Working closely with our product team to ensure our customers’ needs and ideas are fed into the process as we develop new features
- Ensuring our customers are kept up to date with the latest product features and versions, and how these changes can benefit them
- Undertake customer interviews to obtain feedback, testimonials, and case studies
You are someone who
- Has experience in or around customer success in a SaaS business
- Enjoys collaboration and thrives in a team
- Has a creative and holistic approach to problem-solving
- Loves feedback and understands how it benefits your own and others’ development
- Has excellent written and verbal communication skills
- Is self-motivated and can work autonomously with little guidance
- Is kind, empathetic, caring, and loves to help people
- Is tech-savvy and quick to learn new systems and software
- Acts with integrity, transparency, directness, and humility
- Has a significant overlap with at least one US timezone
- Understand the principles of UX
- Have experience working in a remote team
- Have an interest in the maker space
Benefits
- 20+ days of annual leave a year
- Fully remote role
- Flexible and fair working hours
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