About SafeChain

SafeChain is a Columbus, OH based startup company that is revolutionizing the title and real estate industries by eliminating wire-fraud, reducing inefficiencies and ultimately seeking to make the real estate transaction peer to peer and completable in under 30 seconds. SafeChain is a venture capital funded company with an office in beautiful downtown Columbus with world class technical and business teams.

SafeChain is at one of the most exciting stages that a startup can be in, early growth. Our first-of-its-kind combination of blockchain and SaaS technology is changing the way people transact real estate.

About the role

SafeChain is looking to hire a technical customer support lead to manage and deliver world-class support process and resolve issues for our customers.

+ You’ll manage support case queue and the end-to-end ticket management process

+ You’ll interact with customers via phone and/or email to help solve software questions and issues, and log your results in support CRM

+ You’ll drive cases to resolution and ensure customer satisfaction

+ You’ll build structure/process for customer support team and help grow the team

+ You’ll build relationships with customers, helping to identify and resolve potential issues before they become problems

+ You’ll escalate issues to the technical team as needed, prioritize customer issues and provide sufficient background information for technical resolution

+ You’ll help contribute to Knowledge Base and Software Documentation

+ You’ll look for trends to help others who might be having the same questions

+ You’ll meet SafeWire requirements for response time and issue resolution

About you

+ Ideally 1-3 years of experience in a technical support environment within SaaS company

+ You have strong affinity towards technology, with an innate ability to understand and troubleshoot software issues

+ You exude empathy and patience, and have experience with conflict resolution techniques

+ You have a track record of building and maintaining strong, long-lasting virtual customer relationships

+ You are a self-starter and are comfortable with ambiguity

+ You are willing to jump on a problem - if the answer isn’t immediately clear, you will tackle the challenge, researching the problem or looping in the right internal resources to get resolution

+ You have the ability to drive cases to resolution

+ As a small startup, everyone is working together to achieve our goals. You will feel comfortable working across-teams, and solving problems with engineering, sales, operations, product

+ You have experience with Salesforce Service Console

+ You are an excellent listener and are positive and professional over the phone and via email


Our culture

At SafeChain we care a great deal about our company culture. You will be a fit if:

+ You are obsessed with excellence and consistently looking to improve

+ You seek to understand the world through other people's eyes

+ You see opportunity in difficult situations

+ You earn and keep others trust

+ You get things done, correctly

+ You are humble, candid, and open to feedback


Benefits

You will be part of a dynamic team and have the privilege to work for a company that is building the infrastructure of the future of all property transactions. We offer a competitive compensation package, which includes: Equity in SafeChain for qualified candidates, health insurance, life insurance, generous PTO, snacks, happy hours, parties, events & great new friends to insert joy into workflow!