Description
Who We Are
Drift is the sector’s main instrument for groups to plot their time. Introduced in 2012, we’ve grown once a year since, and stay proudly impartial, self-funded and winning. As an authorized B Company, we’re dedicated to creating a good contribution to our workforce, consumers, the surroundings, and the faraway group. We’re a workforce of fifty operating 100% remotely who imagine in residing our Best possible Paintings Existence. You’ll spouse with workforce participants globally, together with Australia, Mexico, Italy, Nigeria, Canada, and the US. Listen what our workforce has to mention by means of surfing our weblog, or studying our Glassdoor critiques. Take a look at what our consumers recall to mind Drift from our G2 critiques.
We’re on a scale up adventure, and we’re in quest of individuals who thrive on this degree, given the autonomy, and the chance, to do the most efficient paintings in their profession.
Why We’re Hiring For This Function
As Drift grows, we’re dedicated to supporting our rising base of self-serve shoppers. This position is an important in making sure each Jstomer will get the give a boost to they want once they succeed in out to us. To care for our momentum in making improvements to Jstomer retention, you’re going to set up and up-skill our present shoppers, combining one-to-many give a boost to with adapted, human help. You’ll additionally lend a hand onboard mid-market and SMB shoppers, ship coaching, and paintings carefully with our CSM workforce to give a boost to expansion in resource-intensive spaces.
We’re incessantly searching for new techniques to exceed buyer expectancies, and we mix AI and human give a boost to to reinforce the buyer revel in. We leverage AI solutions to lend a hand consumers get sooner solutions to their questions on Drift. Our human workforce specializes in extra advanced queries the place 1:1 human give a boost to is most useful, and our empathy, working out, and troubleshooting abilities shine.
In collaboration with Good fortune and Reinforce groups, you’ll transform a product skilled and tackle a client-facing position from day one. The shoppers you’ll paintings closest with are legacy accounts who could also be in quest of further services and products or a possibility to talk with a member of our workforce face-to-face.
Whenever you’ve gotten at ease connecting with our shoppers and feature transform a Drift product skilled, you’ll construct campaigns to proactively succeed in out to shoppers who self-sign up and are compatible our ICP (Ideally suited Buyer Profile). A part of your position will contain developing and enforcing a light-touch onboarding procedure for those new accounts, making sure they’re arrange for good fortune. You’ll center of attention on lighter contact, one-to-many methods, similar to campaigns, e-mail templates, previews of recent options, and reside complex coaching.
Emily, our Group Lead of Buyer Good fortune, explains the necessary position you’re going to play inside our Buyer Good fortune workforce. Watch this video.
You’ll be operating asynchronously with a vivid, devoted workforce from around the globe, with a powerful center of attention on taking advanced issues and developing answers that really feel easy and intuitive for our consumers.
What You’ll Be Accountable For
Early on, you’ll soar proper into:
- Turn into a Drift Product Professional: Acquire deep data of Drift’s options, capability, and highest practices
- Perceive Buyer Wishes: Know about buyer workflows and useful resource control demanding situations to offer related give a boost to
- Supply Video Name Reinforce: Reinforce consumers at once by way of video calls, bettering their revel in with personalised help
- Get to the bottom of Buyer Problems: Set up conversations from preliminary touch to solution throughout e-mail, chat, and video
- Collaborate with Buyer Good fortune Managers: Percentage insights from buyer interactions with the CSM workforce to power buyer good fortune and tell product development
As soon as you’re a bit extra settled, we predict that you’re going to soar into the next tasks:
- Personal Consumer Relationships: Construct and nurture significant connections with shoppers to give a boost to their long-term good fortune
- Create Buyer Good fortune Content material: Increase sources like coaching fabrics, and rollout timelines to empower consumers in the usage of Drift
- Onboard Certified SMBs: Lead the onboarding procedure for SMB consumers, making sure a easy creation to Drift and its functions
What You’ll Want To Be A hit
We would like you to like your paintings and imagine that those abilities will permit you to be successful within the position. Making use of those abilities calls for:
- Buyer Good fortune Enjoy: Confirmed revel in supporting SMB and mid-market consumers in a B2B SaaS setting, and keenness about empowering consumers via knowledge-sharing. Earlier CSM or Onboarding revel in would set you up for good fortune on this position.
- Familiarity with Good fortune Gear: Talented in CRMs and helpdesk gear (HubSpot, Intercom, Metabase, Gong, Zoom, Calendly)
- Efficient Communicator: Robust written and reside conversation abilities that show off empathy, working out, in addition to ship buyer price
- Situated in EMEA: Will have to be based totally in Europe, the Heart East, or Africa to give a boost to shoppers in the ones timezones
- To thrive on this position, you should be at ease operating autonomously, as we’re a world workforce. You’re somebody who loves the problem of problem-solving, teaching and empowering consumers with data, and construction and iterating on processes. You should make the most of robust async conversation abilities as a way to collaborate with our CSM workforce and shoppers.
As a completely faraway workforce, we’re searching for somebody happy with asynchronous conversation because the default, this means that you’ve gotten earlier faraway revel in and are at ease the usage of gear like Slack, Loom, and Linear to be in contact as wanted.
Why Sign up for Us
We’re a world async faraway corporate with a various workforce of folks from all over the place the sector who proportion a commonplace trust in residing our highest paintings existence. We imagine deeply within the concept of transparency and proportion our Drift Guide publicly so possible new workforce participants can see first hand our perks & advantages in addition to our techniques of operating. If you’re feeling like you’ll be able to thrive at Drift to do your highest paintings, we would like to listen to from you.
Hiring Procedure For This Function
You’ll to find numerous helpful details about our interview procedure and what it’s like to enroll in our world workforce at the Drift careers web page. The hiring procedure for this position seems like this:
Preliminary First Meet (20 min): You’ll be able to meet with Julia, Ability Supervisor (hello, that’s me!), to talk about your hobby within the position and evaluate your questions on operating at Drift.
Supervisor Interview (45 min): You’ll meet with Emily, Group Lead (Buyer Good fortune), to talk about how your position will give a contribution to surroundings our shoppers up for good fortune.
Co-Employee Interview (30 min): You’ll meet with Century (Buyer Reinforce Supervisor) and Zoe (Buyer Good fortune Supervisor) to dive deeper into your abilities and revel in, in addition to learn the way you’re going to paintings cross-functionally to give a boost to our shoppers.
Founder Interview (30 min): You’ll meet with Glenn, Drift’s CEO, to get to grasp you and notice in case you have possible to be an excellent addition to the workforce.
Notice: Trade analysis presentations that girls and the ones in historically underrepresented teams usually don’t practice to jobs until they test the entire packing containers for the position. If you’re feeling strongly that you’ve what it takes for this position however don’t test 100% of the packing containers—that’s k—we inspire you to use anyway and spotlight what you’ll be able to carry to the desk.
