{"@context":"https://schema.org","@type":"JobPosting","directApply":"https://schema.org/False","title":"Customer Support Specialist (Saas Experience) (Nutshell Team)","description":"

Hi there! We’re WebFX, a full-funnel revenue marketing agency based in the US. We’ve been 9x named a Best Place to Work, and we’d love to meet you! We are a fast-growing company of more than 700 FXers, that has doubled in size over the past 5 years, with talented team members in 6 US offices, 20+ US States, and now based around the globe (and representing 18+ different countries, including offices in Guatemala and South Africa!).

While WebFX and our subsidiary companies, such as Nutshell CRM, SEO.com, and TeamAI, are growing rapidly, we are committed to growing strategically and sustainably, and that starts with growing our team of the #BestCoworkers - that’s where you come in!

We’re looking for people to join our mission to provide world-class full-funnel revenue marketing solutions to mid-size businesses worldwide, We are passionate about what we do, we’re committed to driving business growth for our clients, and we’re on the hunt for people just like you, who take pride in their work and want to be part of a company that does too.

Why Choose WebFX?

We’re proud to offer the same great culture and a comprehensive set of benefits to our team members no matter where in the world they’re based. In addition to very competitive base pay, we also offer company profit-sharing, performance bonuses, and health insurance (including dental, vision, remote doctor, etc.). To aid in your success, we also provide world-class industry training (Organic SEO, Local SEO, PPC, Google Analytics, etc.), long-term career track opportunities, and ongoing learning bonuses (yes, you can get paid to learn!), along with numerous other benefits!

Some of the additional benefits our FXers enjoy include:

No matter where you are located or your position, WebFX offers long-term stability to all of our FXFamily members. Many of our global team members have been with WebFX for 10+ years, and we’re hoping you can be too! 🌏
We put our people first; it’s as simple as that. You’re never on your own - when you run into inevitable challenges, we’re there to support you along the way!
Long-lasting relationships with both clients and team members due to consistently low turnover rates, which are simply unheard of in our industry because, again, we put our people first.
Save your time and money by skipping the commute to an office. This role allows you to work from the comfort of your home! 🏡
Fully equipped in-home office setup including computer, dual large monitors, headset, seriously fast internet, generator, and more! 🖥️
Unrestricted access to our proprietary software/platforms that our internal R&D team has developed for our team’s exclusive use, in addition to access to the many 3rd party tools and software we utilize internally in order to WOW our clients. You can learn more about just some of our proprietary tools here.
Be part of a rapidly growing company that, at the same time, only partners with clients who share our values. 🌱📈
Merit-based promotional structure.
Annual merit-based compensation increases! 💰
Access to virtual professional development opportunities with company experts and virtual team-building events like monthly meetups and hangouts.
Invitation to our annual FXFest – a week-long, all-expenses-paid trip for our international team members (with a 1-year tenure) to our company headquarters. This event is filled with activities, learning, and motivation to help unite our U.S. and global staff! 🛫
We have a very strong commitment to giving back globally - in fact, it’s one of our values here at WebFX. As a member of our FXFamily, you get to be a large part of that simply by achieving your goals - since 2014, we’ve committed to donating globally through our FXBuilds program. You can learn more about that here!
When you join WebFX, you don’t just join a company; you join a community! We value all of our team members the same, regardless of their position or where they call home. We truly look forward to learning about you and your background, and we will be there to celebrate the milestones in your life together, no matter how big or small! 👏

What You'll Get

World-Class Training and Ongoing Career Development

No matter your level of experience, our “Bootcamp” training program is provided for all new WebFX “family members” to learn, grow and develop in and out of the office with the hard skills necessary to be successful in their position.
From training with our Award-Winning Sr. Developers, Designers, Marketers, and more to access to countless industry-leading online training resources/courses/tutorials to getting experience with our client base that spans just about every industry you can think of (and then some), our training program is simply unrivaled!
Training doesn’t stop after your initial training period, we offer career development training and monthly Lunch-and-Learns with our state-of-the-art training amenities to facilitate departmental training, industry-related updates, and more!
FXLearns program – where you get incentives for taking advantage of our countless industry training resources!
With a track record of serving over 1,500+ clients, we’ve been able to truly master our processes and procedures, and we’ll train you on them - no need to develop how to do things (unless you want to help us continually improve that process!), because we refuse to ever stagnate, we are always pushing to make those processes 1% better too!

Opportunities for Growth

WebFX has doubled in size over the past 5 years, and merit-based promotional opportunities are abundant if you're meeting or exceeding position performance metrics. We believe in growing and promoting our internal team first and foremost. In fact, 95% of our promotions are internal! All team members have a very clearly defined progression path, so you know exactly what is expected of you so you can put your career in your own hands.

What’s more, you’re not expected to know it all - we believe in continually striving to be an expert in your subject matter of expertise, so while we will purposely challenge you to grow in your niche, we are a full-service agency that has experts in other departments that handle everything else - from link building, to social media, to web design, and web development. This is done so you can truly master your trade.

Nutshell is a proud Google Premier Partner with 6 offices in the US as well as an office in Guatemala and another in Cape Town, South Africa, where we are a registered employee as WebFX South Africa! We are continuing to expand worldwide and would love for you to be a part of that! In fact, we doubled in size in the past 5 years and are projecting to once again double in size and be a global, publicly traded tech company by the year 2030 - operating in every continent, servicing clients globally. We currently have talented team members across the globe (representing 18+ Countries) who work remotely full-time and have done so for 10+ years.

No matter where you’re located, we’d love to have you join our mission of providing world-class digital marketing solutions to mid-size businesses on a global scale. We thrive on driving business growth for our clients and are looking for people who take pride in their marketing efforts and enjoy having fun at the same time. Sound like you? Great! Keep reading:

Why Choose Nutshell

Along with very competitive base pay, we offer performance bonuses and ongoing learning bonuses (yes, you get paid to learn!), world-class digital marketing training (Organic SEO, Local SEO, PPC, Google Analytics + Studio, etc.), long-term career track opportunities, and health insurance (including dental, vision, remote doctor, etc.), along with a number other benefits!

Read below to learn about some of the benefits you can expect when working with us:

No matter where you are located or your position, Nutshell offers long-term stability to all of our FXFamily members. In fact, many of our global/remote team members have been with WebFX for 10+ years, and we’re hoping you can be too! 🌏
We put our people first; it’s as simple as that. You’re never on your own - when you run into inevitable challenges, we’re there to support you along the way!
Long-lasting relationships with both clients and team members due to consistently low turnover rates that are simply unheard of in our industry because, again, we put our people first.
When you join Nutshell, you don’t just join a company; you join a community! We value all of our team members the same, regardless of their position or where they call home. We truly look forward to learning about you and your background, and we will be there to celebrate the milestones in your life together, no matter how big or small! 👏
Access to virtual professional development opportunities with company experts and virtual team-building events like monthly meetups and hangouts.
Invitation to our annual FXFest – an all-expenses paid trip for our international team members (with a 1-year tenure) to our company headquarters. The week-long event is filled with activities, learning, and motivation to help unite our U.S. and global staff! 🛫
Fully equipped home setup including computer, dual large monitors, headset, seriously fast internet, generator, and more! 🖥️
Multiple schedule options from which to choose. 📅
Be part of a rapidly growing company that, at the same time, only partners with clients who share our values.🌱📈
Unrestricted access to the dozens of proprietary software/platforms our internal R&D team has developed for our team’s exclusive use, in addition to access to the many 3rd party tools and software we utilize internally in order to WOW our clients. You can learn more about just some of our proprietary tools here!
Merit-based promotional structure
Annual merit-based compensation increases! 💰
We have a very strong commitment to giving back globally - in fact, it’s one of our values here at Nutshell & WebFX. As a member of our FXFamily, you get to be a large part of that simply by achieving your goals - since 2014, we’ve committed to donating globally through our FXBuilds program. You can learn more about that here!

What You'll Get

Opportunities for Growth

Our organization grew 250%+ over the past 3 years both locally and globally, and merit-based promotional opportunities are abundant if you're meeting or exceeding position performance metrics. We believe in growing and promoting our internal team first and foremost. In fact, 95% of our promotions are internal! All team members have a very clearly defined progression path, so you know exactly what is expected of you so you can put your career in your own hands.

Who We're Looking For

Desired Education

Bachelor’s degree is preferred.
Pre-employment testing is required.

General Knowledge

Fluent in English (written and verbal). Resume must be in English to be considered.
Comfortable with both object-oriented and procedural programming methodologies

Qualities

Likes to get things done, highly efficient
Commitment to delivering high-quality communication, and bug fixes to users
Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated
Enjoys solving problems
Customer-centric mentality, highly empathetic to users
Obsesses over details
Enjoys writing processes and making technical concepts more consumable for their audience
Ability to understand prioritization/urgency level
Bonus: experience in technical software support, sales, or account management
Bonus: familiarity with CRM, email marketing, or helpdesk software

What You'll Do

Ensure all information necessary to the ticket has been completed by the requester- fill in any gaps by gathering information on your own, or if we must, follow up with the requester
Test site bugs yourself and confirm if you’re able to replicate
Assign/triage helpdesk ticket to the right team member to execute on the fix (will have flow chart for knowing who to send to)
Update application documentation, processes and standard operating procedures
Publish in-app guides/documentation answering frequently asked questions
Complete and close out tickets independently, when possible (i.e. Tier 1 support troubleshooting)
Manually test new features and bug fixes
Clearly communicate when Requests need edits or additional information
Report on weekly KPIs: ie. tickets received, tickets completed, etc.
Report on guides/help docs analytics / usage

Compensation

Negotiable, based on experience

Annual merit-based increases

Working Hours

Asia (Philippines / Indonesia)

This position requires overlapping hours from 3:30 AM EST - 12:00 PM EST (New York Time Zone) Monday - Friday.

Africa / Europe (Ghana, UK, Ireland, Kenya, etc)

This position requires overlapping hours from 6:00 AM EST - 2:30 PM EST, Monday - Friday. The 40 hours of work doesn’t include any lunch or breaks.

*** This excludes South Africa, where our in-office team follows a different schedule.

North America & South America

This position requires overlapping hours from 8:00 AM EST - 4:30 PM EST, Monday - Friday. The 40 hours of work doesn’t include any lunch or breaks.

*** This excludes Guatemala, where our in-office team follows a different schedule.

Check out our culture on social media:

Instagram

Twitter

Facebook

Please submit a resume or CV (in English) to be considered for this opportunity.

*You don't need to apply more than once, even if you're interested in multiple positions - you can simply let us know! We consider all open roles when reviewing resumes and applications!

WebFX is an Equal Opportunity Employer, committed to providing and fostering an inclusive environment where all people, including women, minorities, LGBTQ+, and other underrepresented groups, are supported, respected, and encouraged to excel within STEM careers. Our goal as an organization is to empower our team to achieve their personal best, bring people together, and provide equal opportunity to do so regardless of race, age, gender, sexual orientation, religion, physical ability or disability, or political affiliation. You can learn more on our website here!

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