Senior Customer Champion, Premier Support (APAC)

Zapier

APAC region only Remote only

Full time

Customer Service / No Phone

Remote No Phone

Sep 9

Premier Customer Champion

This role is for someone who can support our growing team located in APAC. At this time, we're looking for candidates located along APAC time zones. Please only apply for the role that best fits your region and doesn't apply for all available roles.

 

Hi there!

Zapier’s on a mission to make everyone more productive at work. Zapier has helped millions of people build businesses through the power of automation. We're looking for a Senior Customer Champion to join the Premier Support team at Zapier. Someone that loves to help people solve advanced technical problems and build relationships with users on our highest-paying plans to make them successful in automating their business.

Our Commitment to Applicants

Culture and Values at Zapier

Zapier Guide to Remote Work

Zapier Code of Conduct

Diversity and Inclusivity at Zapier

 

Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

 

About You

  • You’re highly skilled in technical customer support. We’re looking for 2+ years of experience in customer support, working with APIs, or in the SaaS industry.
  • You're empathetic to users and can easily put yourself in their shoes. You make customers feel empowered after interacting with support and not stupid because of a small mistake. The purpose of a Premier Customer Champion is to strengthen customer relationships by providing outstanding service and product assistance. You’ll act as our customers’ advocates towards Zapier and Zapier’s ambassadors towards customers.
  • You obsess over the details. Maybe you have one emoticon and one exclamation point rule of thumb for every email. Maybe it's only two sentences per paragraph. Either way, you make sure each word and each punctuation mark makes the customer delighted to work with you.
  • You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.
  • You’re an excellent written communicator. We’re also a 100% remote team, and writing is our primary means of communication at Zapier.
  • You're persistent. Support at Zapier is so much different than it is at many other software companies. It's not the same questions over and over again and often involves researching the technical nuances of the apps we support. You’ll need to be confident in suggesting effective business workflows for users by developing and demonstrating a strong product knowledge
  • You’re passionate about doing things efficiently. At Zapier, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves. You’ll be a skilled multi-tasker; you’ll be able to handle both incoming and ongoing conversations with speed and precision. You won’t be afraid to jump in and pitch with the wider support team if there’s bandwidth or they need help.
  • We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Zapier customers.
  • This role is perfect for those who are passionate about offering meticulous customer service at the highest level and working dynamically on a range of projects to assist and achieve the Premier Support team’s goals.

 

Things You’ll Do

  • Help some of our highest-paying customers via email or chat to ensure they have the best and fastest experience possible. You’ll own conversations with your customer and make sure they get the first response within an hour. You’ll support them from start to finish, troubleshooting their problems and answering their questions.
  • Work with the product team to build tools that will speed up and increase the quality of support at the same time
  • Experiment: this is a startup, so everything can change

 

The Whole Package

Our fully remote, distributed environment enables us to work with awesome people from around the world. Our team members work from 38 different countries. We generally hire based on time zones and try to keep teams together by making sure that every Zapien overlaps with their manager & teammates for at least a few hours a day.

Zapier offers:

* Competitive salary and bonus program

* Equity for All: Stock options (or equivalent) for every Zapien

* Healthcare + dental + vision coverage*

* Fertility and Adoption Assistance

* Retirement plan with 4% company match*

* $2,000 annual learning stipend for use on courses, conferences, and more—your choice

* Annual all-company retreat

* 14 weeks paid leave for new parents of biological or adopted children

* Customized Zapiversary rewards on your 1, 3, 5, 7 and 10 year work anniversaries

* Leading-edge equipment. We set you up with an Apple laptop and provide an additional budget for you to choose other home office accessories and software you may need.

* Take the time you need to renew. We encourage Zapiens to take at least 10 days off each year. Most of us take 25 days off per year for vacation & holidays, plus whatever sick time we need.

* Opportunity to work with Zapier’s amazing partners network

*While we support Zapiens around the world the best we can, healthcare plans are available in the UK, Canada, and United States. Retirement plans are currently available specifically in the UK, Canada, New Zealand, Australia, and United States. A regional benefits premium is added directly to the salary ranges for team members who are in countries where we do not have entities or provide company-sponsored benefits. When recommendations are made for base salary, the benefits premium has already been factored in.

 

How to Apply

At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We are looking for the best fit for each of our roles, regardless of the type of education or companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter!

Zapier is an equal opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. protected by local law. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com.

 

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