Job Description

Singapore /

Customer Success - Customer Care /

Full-time

Contentsquare is a digital experience analytics company dedicated to making the digital world more human through online experiences built on trust, privacy, and accessibility. Since our founding in France in 2012, we have grown to be a truly global team, representing more than 70 nationalities in offices across the world, including New York, London, Paris, Munich, San Francisco, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.

We've been recognized by Frost & Sullivan as a Global Company of the Year, and by Wired Magazine as one of Europe's hottest startups. In July of 2022, we raised $600M in Series F funding, doubling our valuation to $5.6B. But we're not stopping there.

To reach our ambitious goals for the future, we will be nearly doubling the size of our global workforce in the next 2 years. Want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world!

Contentsquare is a digital experience analytics company dedicated to making the digital world more human through online experiences built on trust, privacy, and accessibility. Since our founding in France in 2012, we have grown to be a truly global team, representing more than 70 nationalities in offices across the world, including New York, London, Paris, Munich, San Francisco, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.

We've been recognized by Frost & Sullivan as a Global Company of the Year, and by Wired Magazine as one of Europe's hottest startups. In July of 2022, we raised $600M in Series F funding, doubling our valuation to $5.6b. But we're not stopping there.

To reach our ambitious goals for the future, we will be nearly doubling the size of our global workforce in the next 2 years. Want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world!

About the Role:

Contentsquare is looking for a Customer Support Engineer to join our team and help support our customers in the APAC region. Contentsquare's Customer Support Engineers are technically skilled, love working with customers, great problem solvers and creative thinkers. You will have the opportunity to interface with our key customers and work on exciting and complex customer inquiries.

This position offers a great opportunity for an individual to grow their career within the growing customer support team in Singapore. If you're excited by the idea of being part of a rapidly growing web/app analytics company where you can grow your technical skills, we want to meet you.

What you will do:

• Providing first line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product related issues while maximizing customer satisfaction
• Responding to, resolving and documenting all incoming cases reported by customers, account managers, customer success managers and sales engineers via telephone, web, and other support channels as required
• Gathering and analyzing information, evaluating impacts, resolving or escalating issues as needed
• Managing customer and internal stakeholders' expectations around resolutions and timelines
• Ensuring Support Service Level Agreements (SLAs) are managed and met
• Delivering training sessions and webinars about Contentsquare's products for internal personnel
• Flexibility in participating in a rotational on-call schedule during extended shifts (weekdays) and weekends and retail holidays as needed.
• Acting as a Customer-facing subject matter expert
• Able to travel up to 15%

What you will need to succeed:

• 3+ years' experience in providing customer facing support to Enterprise Accounts
• You have experience with JavaScript, HTML5, CSS
• Bachelor's degree in computer science/Information technology or equivalent
• Ability to work in a fast-paced startup SaaS environment
• Strong desire to teach new customers about the platform
• Strong communication and interpersonal skills
• Experienced in working in a web, SaaS environment a plus!
• Experience in JIRA and Salesforce a plus!

Why you should join Contentsquare

- We're humans first. We hire talented people and provide them with the trust, resources and flexibility to get the job done

- We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits

- We are a fast growing company with a track record of success over the past 10 years, yet we operate with the agility of a startup. That means a huge opportunity to make an immediate and lasting impact

- Our clients, partners and investors love our industry-leading product

To keep our employees happy and engaged, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are some we'd like to highlight:

- Virtual onboarding, Hackathon, and our annual kickoff trip on a global basis! You have the opportunity to interact with our global colleagues

- Generous paid time-off policy (every location is different)

- Immediate eligibility for birthing and non-birthing parental leave

- Wellbeing allowance

- Home Office Allowance

- A Culture Crew in every country to organize regular outings such as game nights, movie nights, and happy hours

- Every full-time employee receives stock options, allowing them to share in the company's success

- We offer many benefits in various countries -- ask your recruiter for more information

Uniqueness is embedded in our DNA as one of our core values. We welcome everyone to apply.

Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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