Customer Support Advocate (18 months contract)

Company Description

Who we are:

Founded in 2013, Ignition is a platform for professional services that empowers businesses to get paid faster, and run smarter. Ignition automates and optimizes proposals, client agreements, billing and payment collection to put an end to late payments, unbilled work and mundane repetitive admin.

Ignition also integrates with leading apps such as Gusto, QuickBooks Online, Xero and Zapier to automate workflows and free up valuable time.

Over 7,000 accounting and professional services businesses globally rely on Ignition to get paid faster for all of their work, run more efficiently, and become more profitable.To date, Ignition has helped facilitate more than 1.5 million client engagements and over 8 million payment transactions. 

Ignition has teams in Australia, Canada, New Zealand, the Philippines, US and the UK, with around 170 employees globally.

Company Values:

• We are better everyday
• We work without ego
• We are smarter together
• We hero our customer

Role location:

We are open to candidates in the Philippines with full work rights. We have embraced remote working and all our employees can work from home.

Job Description

About the role:

We are looking for a Customer Support Advocate to join Ignition on an 18-month fixed term contract. In this role, you will be the first point of contact for our clients, owning customer communications from initial request through to resolution. 

You will also play a key role in scaling our support function, maintaining knowledge base resources, improving processes, and collaborating closely with teams across the business. Working primarily in the AMER timezone (10:00 PM – 6:00 AM PH Time, Tuesday through Saturday).

What your day to day will look like:

• Be a product expert in all areas. Become an encyclopedia of knowledge about how Ignition works and what it is capable of.
• Own customer communications and issues from initial contact until resolution. We use Intercom to do most of our support, but you’ll also be talking to customers on the phone every now and then.
• Collect customer feedback and influence the direction of the product.
• Identify issues and engage with the development team to escalate bugs, solve problems, or obtain missing information.
• Develop and improve processes to scale support with the growing business.
• Create and maintain both internal and customer-facing documentation such as knowledge base articles.
• Work closely with Key Account Managers, Retention and Implementation, Marketing teams
• Your standard schedule will fall within the hours of 10:00 PM – 6:00 AM PH Time, Tuesday through Saturday. From time to time, you may be asked to adjust your hours to support urgent requests or provide coverage when other team members are on leave.

Qualifications

What you need to succeed:

• Previous experience in a customer support role. 
• Proficiency with various Computer Software Systems, Such as; Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, Intercom. 
• Ability to comfortably talk to others, 
• Good written and oral communication skills for creating professional documents and giving presentations to interested clients, 
• Good time management and organisational skills
• Ability to Listen to Concerns and Handle Criticism without taking it personally
• Engage in robust and articulate dialogue while maintaining an open mind. 
• Happy to work both autonomously, but also with a strong team ethic. We may reward individual effort, but we most certainly play as a team in everything we do

Who you are

• You have a high attention to detail
• You don’t shy away from feedback and you take it on board
• You have terrific communication skills – both written and verbal
• You’re systems and process driven
• You’re happy to be flexible when things don’t go to plan
• You’re an organiser at heart
• You feel most comfortable working to deadlines
• You thrive off working in a team

Additional Information

Why join us:

Join our global SaaS scale-up company where we foster a collaborative, open, and transparent culture and work without ego. Our team comprises curious and intelligent colleagues who embrace challenges. Here's what we offer:

• Global SaaS organization, in hyper growth mode and scaling fast 
• We work without ego in a collaborative, open and transparent work culture
• Competitive salary and employee stock options from day 1
• 20 days accrued annual leave/vacation, along with 10 days of wellbeing days to take care of yourself and/or loved ones
• Health/Dental/Vision benefits from day 1 
• Annual education allowance to support your professional growth
• Curious and smart coworkers who won’t back down from a challenge
• Employee recognition program
• Quarterly wellness allowance to spend on your wellness and what this means to you
• Paid subscription to Headspace, EAP & Wellbeing Platform 
• Flexible working supported by work from office reimbursement and mobile allowance to allow you to set yourself up safely to work from home
• Personal tax return assistance - after all, we are in the accounting business!
• Entitlement to night shift differential
• An extra paid day off to celebrate your birthday, alongside volunteering leaves 
• Monthly virtual social events

Please consider applying, even if you don’t tick all the boxes. Research has shown that candidates from underrepresented minority groups often only apply for roles where they meet all the detailed criteria.  Experience comes in many forms, and skills are transferable. We are committed to adding diverse perspectives to our teams and encourage everyone to apply if interested.

Ignition is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

Ignition is proud to provide employment and recruitment accommodations during the recruitment process. Once our team reviews your resume and contacts you if there is a fit, we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact [email protected]