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.
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
+ 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
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
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!