Customer Support Agent

Put Customers First.Team Over Self.Focus on Results.Bias Towards Action.Glass Half Full.These are the values that define who we are and have empowered our staggering growth to become the #1 leader in sales engagement software.Salesloft helps brands deliver value and create trust by connecting authentically and meaningfully with their customers.Thousands of customers depend on Salesloft's category-leading sales engagement platform to engage in more relevant, authentic, and sincere ways.Since our founding in ****, we have grown into a global, award-winning organization with Lofters based all over the world.As a testament to our organizational health, we have been named by Forbes as one of America's Best Startup Employers in ****, twice by Deloitte as a 'Fastest-Growing Technology Company in North America,' and have been recognized as a top workplace by Forbes, Fortune, Glassdoor, Atlanta Journal-Constitution, and Inc Magazine.We're redefining an age-old industryThis is challenging work - but our team of brilliant creatives makes the journey thrilling.We're fast-paced, innovative, and collaborative.We pursue excellence in everything and have a lot of fun along the way.Come join usCheck us out on Glassdoor and see what people LOVE about working for SalesloftWhile we're proud of our history, we're just as excited about the future.We want to create a world-class culture and company that attracts, develops, engages, and retains the nation's elite talent.At Salesloft, our Customer Support Agents are pivotal to our company's success.As a key member of our fast-growing and high-performing customer support team, you will be our front-of-the-line help to get our customers back to engaging their buyers.We believe that the most successful sellers have a passionate and supportive team behind them, and that includes you.In addition to working with amazing colleagues who exemplify our 'team over self' core value, you will also have the opportunity to support impactful and revolutionary software that is changing the way sellers serve their buyers.You will have an opportunity to make a difference.As an overnight agent, you will play a critical role in supporting our global customer base by ensuring 24/7 coverage for customers with premium support plans, identifying and responding to critical incidents, and setting up the next day's team for success.**WHAT WE'RE LOOKING FOR**:We are seeking a self-motivated professional who loves solving puzzles and figuring things out for your customers.We want to continue to ensure our growing customer base feels the "Customer Love" with prompt support and a personal touch.If you're passionate about sales technology, providing a world-class customer experience, and thrive in a fast-paced, hyper-growth startup environment, then becoming a Customer Support Agent is the career path for youYou also possess the following attributes:- Comfortable working independently and making decisions during off-hours- Capable of identifying and escalating Sev 1 incidents, including posting to our public status page- Strong written communication skills for hand-off documentation during shift transitions- Eager to mentor and train future overnight team members as coverage grows**THE TEAM**:Our Salesloft's Support team is composed of seasoned and up-and-coming Support professionals who are all aligned on one mission: Equip sellers to maximize revenue by creating a fantastic buying experience.The Support Team consists of Support professionals with a strong desire to learn and help customers.They are also the epitome of our core values - Customers First.Team Over Self.Focus on Results.Bias Towards Action.Glass Half Full.**What You'll Do**:**About The Overnight Shift**:This role operates during overnight hours and is designed to support our customers with 24/7 support coverage via paid Success Plans.As an overnight Support Agent, you'll play a critical role in identifying and escalating Sev 1 bugs, posting urgent updates to our status page, and ensuring SLA targets are met for our highest-tier customers.You'll document ongoing cases and share context across shift transitions to ensure seamless follow-the-sun support.As the overnight team grows, you may also help train and mentor new agents joining the coverage rotation.**The Skillset**- 2+ year in a customer-service role- Prioritize the customer experience while you investigate and diagnose problems- Determine and implement issue solutions effectively- Stay up to date on the Salesloft platform and continue to seek out new knowledge- Create and communicate thoughtful action plans to customers- Collaborate with internal teams on customer issues and build relationships with your fellow Lofters- Superb analytical and critical thinking skills- A team player who can collaborate effectively- Strong desire to learn and help others- Experience managing your time between competing priorities.- Ex