At Slack, we consider Customer Experience crucial to our success. We have a roster of high-profile companies that rely on Slack for their communication, and we want to provide them with the best service. Our Customer Experience team's top priority is to make our customers successful and ensure that their experience using Slack is a pleasant and productive one.

As a Customer Experience Agent at Slack, you will require a broad set of skills to be successful. Not only will you be directly responsible for keeping Slack's customers happy, productive, and ensuring they have the best possible experience, but you will also spend time working with the product development team to share customer feedback and insights and to test new features before release to help us build the best possible product for our customers.

Slack has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together we strive to be smart, humble, hardworking and, above all, collaborative.

What you will be doing

• Effectively resolve customer enquiries in a considerate, accurate, and timely manner.
• Compose personalised responses for a variety of customer requests.
• Triage requests and spot trends in customer issues to flag for the wider team.
• Empathise with every aspect of the customer experience, putting customers’ needs first.
• Identify customers and understand how they can improve their organisation’s performance with Slack
• Identify, reproduce, and document bugs for our engineering teams.
• Work with the product development and QA teams to test new features and bug fixes and surfacing meaningful customer feedback.
• Make active contributions to help achieve team goals and successes.
• Contribute to the learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.

• You care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful.
• You have prior experience in a similar role. You know that every bit of work you do makes a real difference in making our customers happy.
• You are a self-motivated, proactive teammate with innovative ideas to inspire customer adoption.
• You understand the web and how it works. You're not necessarily writing and deploying your own JQuery-based, CSS-heavy responsive sites, but you're also not afraid of the technology.
• You know when something is over your head and are not afraid to ask for help. You are skilled at explaining technical problems succinctly and clearly.
• You exhibit diplomacy, tact, and poise under pressure when working through customer issues.
• You can work with us in our office in Dublin Ireland.
• You have a post-secondary degree or equivalent professional experience.