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Location

Utah | United States

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Job description

Full job description

At Zonos we provide scalable technology to simplify the complexities of international commerce, making it accessible to everyone. We create products that allow businesses to take complete control of their cross-border trade experience. Our SaaS solutions alleviate the headaches of cross-border trade with APIs and software that provide businesses with the tools and data they need to scale globally, including the only true landed cost solution on the market. If you’re looking to join a fast-growing company with a strong mission and vision that puts people first, we want to meet you.

Overview

Zonos seeks a Customer Retention Specialist for our Customer Success department. As part of our growing team, you’ll be responsible for the success of our customers by offering world-class support whole combining people-friendly skills with technical expertise and troubleshooting abilities to maintain customer satisfaction. You will need to be curious and genuinely care about your customers to thrive in this position.

What you will do...

• Act as a consultant to help customers get the most out of Zonos product and have a great experience at every touchpoint.
• Serve as the primary point of contact for customer inquiries, concerns, and technical issues via various channels (phone, email, chat, etc.).
• Create customer advocacy by building value.
• Diagnose and troubleshoot software-related issues reported by customers, taking ownership of the problems until resolution. Escalate complex issues to the appropriate teams and ensure timely follow-up on reported cases.
• Create customer-facing and internal documentation and technical walkthrough videos.
• Work closely with Sales, Product, and Engineering teams regarding product and service improvements.
• Proactively reach out to existing Zonos customers to ensure continued satisfaction with our products and evaluate any potential product upgrade or upsell opportunities.
• Identify opportunities for customers to act as Zonos advocates, e.g. G2 reviews, Shopify App reviews, NPS, CSAT, testimonials, and case studies.
• And more!

You could be a strong addition to the team if you...

• Want to live in sunny St George and enjoy a healthy work-life balance;

• Have strong technical skills and is able to become a power user in other software solutions
• Experience in either logistics, e-commerce, cross-border, SaaS, or Customer Success
• Enjoys writing and can do so concisely
• Genuinely cares and empathizes with people
• Have a passion for discovering/developing solutions for complex, process problems
• Is hungry and able to take on new difficult projects on their own
• Never gives up, but figures out how to be creative and solve problems

What we offer:

• $50-65k Actual salaries will vary based on various factors such as education, experience, training, scope, etc. The salary noted is just one component of our total compensation package.
• Medical, Dental, Vision, & Life - we pay 100% of the employee premium!
• Paid leave for maternity, paternity, and other life events
  
  
• 401k retirement plan with generous company match
• Flexible time off - we require all our Zonuts to take a minimum of 2 weeks off per year. Take some time to relax!
• Eligible for an annual financial bonus based on achieving specific company performance goals
• Employee Assistance Program
• 1 month paid time off at 5 year anniversary
• All of the office snacks and drinks you could possibly consume
• Weekly company lunch

Life at Zonos

Welcome to Southern Utah where the sun is shining 255 days out of the year, palm trees are swaying in the breeze, and adventure and exploration await! Neighboring the stunning Zion National Park, Southern Utah is known for its outdoor recreation. Explore endless options for biking and hiking trails all over town, enjoy watersports, boating, and fishing at Sand Hollow State Park, and when you need to get away, we are only a short hour and a half drive to the entertainment and fun of Las Vegas.

As a Zonut you’ll be able to take in the gorgeous view of St. George from Tech Ridge, a rapidly growing epicenter for tech, retail, and dining here in Southern Utah. As an organization, we are always striving to be a great company, not just a big company. We are constantly cultivating an environment of collaboration and teamwork, where our API’s and core values are the living, breathing heartbeat of everything we do.

Here at Zonos we are committed to cultivating a team of ambitious and innovative people who are hungry and willing to stretch and grow. International trade is complicated and working at a growing cloud technology company is hard, but we are here to support your learning and development. For these reasons, if you are uncertain about applying, we encourage you to do so even if your experience doesn't exactly match the job description. We welcome diverse perspectives from people who think outside the box and aren't afraid to challenge assumptions. Come join us!

Learn more about Zonos, our mission, and the type of company we are building.

• Zonos, building a great company

• Zonos, diversity, and inclusion
• Zonos, hiring process
• Zonos Careers

Zonos is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Zonos is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Hannah, 800-942-0721, [email protected].

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Salary