Sr. Customer Love Engineer - EMEA

Job Description The goal of the Department of Customer Love is to be the voice of our customers and drive change (and we're proud to say we do a pretty dang good job at it, too). You’ll be the closest to the customer and interacting with them daily, so we’re leaning on you to identify and advocate for how we can keep improving the customer experience. Currently, we are looking to add a Senior Customer Love Engineer within the EMEA region. What You'll Do  Learn how Chili Piper works and why our customers use it Shadow colleagues, learn best practices for what makes CP Customers successful Resolve customer questions in chat, email, and over zoom Master your knowledge of the Chili Piper product and have a deep understanding of how our customers use Chili Piper to achieve their goals Juggle customer conversations while maintaining five-star customer service standards Guide new customers through their first steps with Chili Piper via short onboarding calls Ensure timely and thoughtful follow-up through our support channels to help them see early value and stick with the product Work closely with customers and our product team to  help ship changes that reduce the number of product-related questions Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome Consistently set, deliver on, and exceed customer-centric objectives with meaningful outcomes  Analyze logs to find specific incident events Replicate behaviors or bugs Keep an eye on critical issues and alert the engineering team Who You Are  Personable, kind, and you love helping customers Curious, motivated, and you love problem solving A team player. You are very comfortable asking for help and always ready to help others A quick learner of complex concepts Qualifications What We're Looking For Experience with CSS/HTML/Javascript & REST API’s Experience with Support ticketing software (Zendesk, Helpscout, Intercom, etc….) Experience with logs (AWS, Google Cloud, Graylog) General knowledge about APIs and endpoints Experience with JIRA 3+ years in software (SaaS) customer support Experience guiding new customers through onboarding or implementation processes Proven ability to communicate complex workflows in simple, actionable steps Salesforce Admin Certified a plus Marketo, Hubspot, Pardot, or Eloqua certified a plus Must be based within EMEA