Customer Success Associate

  • Location: Minneapolis, MN
  • Department: Customer Success
  • Type: Full Time
  • Min. Experience: Entry Level

Job Description

The Customer Success Associate (CSA) is the initial point of contact in assisting customers who come in via in-app chat or conversations in the When I Work suite of software.  If you have a successful background in inbound sales or customer support posing a strong track record helping customers experience product success, we would love to talk to you about this opportunity! This exciting opportunity will offer competitive compensation, benefits, and options.

What You’ll Be Doing & Measuring

We are looking for a CSA who will take charge of helping inbound chat customers by connecting with small business owners to provide support, coaching, and training to ensure customer satisfaction.

  • Via email and in-app communication, respond to customer inquiries and help identify strategic guidance to ensure the best  configuration of the product to ensure customers success.
  • Utilize resources available to help customers realize WIW’s product value so they implement the optimal feature set to ensure successful onboarding and long term use.
  • Identifying key best practices that relate to customer’s operations and communicate how these best practices can improve the use of the When I Work products. The goal is increasing their product purchase while reducing their potential from “churning” in the future.
  • Influence customers to set up time for account setup and training opportunities.
  • Facilitate the submission of customer feature requests and enhancement to the Product team.
  • Your success metrics will anchor on customer success and satisfaction measured in part by CSAT scores.
  • The majority of time will be responding to customers via email and chat.

Who We’re Looking For

  • You need to be curious, dependable, resourceful, and get joy from going beyond to make customers successful.
  • Demonstrated ability to identify customer needs and propose next step solutions when appropriate.
  • Exceptional writing abilities to provide clear and empathetic customer interactions though live chat and in-application messaging.
  • Strong analytical and problem solving skills
  • Strong computer skills, system aptitude, and the ability to develop processes and procedures
  • Motivated by a strong, innovative, and passionate work culture

Experience and Skills Needed

  • 1 year of sales or customer success to new or existing customer base through a relationship style or other relevant experience
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
  • Experience in delivering product driven solutions based on customer needs
  • Ability to multi-task with proven skills in problem solving and attention to detail
  • Demonstrated initiative with the commitment and ability to meet deadlines
  • Ability to prioritize and handle multiple tasks, with attention to detail, and a proactive approach
  • Excellent organizational and time management skills
  • Team player able to effectively interact with colleagues and business partners across the company
  • Associate degree required, Bachelor degree preferred
  • Strong interpersonal, verbal, and written communication skills
  • Excellent listening, negotiation and presentation skills
  • Proactive attitude: constantly searching for ways to improve, inspire others, and add value

What’s In It For You

  • Professional development allowance
  • Employee Stock Options
  • Paid parental leave
  • Medical benefits - employee premiums paid 100% by WIW 
  • Dental benefits
  • Paid vacation and holidays
  • Flexible work environment
  • 401K Match
  • Transit Pass or parking stipend
  • Data/Cell (internet) stipend
  • Casual dress code
  • Dynamic and dedicated team

Sound Like a Good Fit?

We’d love to talk to you!  Please submit the following to apply:

  • Resume (including months/years of employment for each position).
  • Cover letter including
    • A convincing explanation of why you’d like to work at When I Work, and not somewhere else.
    • An overview of your existing customer sales experience and how you approach the conversation.

*Must already be authorized to work in the United States on a full-time basis for any employer.

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