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Customer Success Associate
Location: Seattle, WADepartment: Customer Success
Type: Full TimeMin. Experience: Entry Level

The mission of the Customer Success team is to help customers achieve success and derive meaningful value from their use of Shiftboard. We accomplish this by providing customers with timely and effective assistance during their initial onboarding and throughout their Shiftboard lifecycle. We act as customer advocates and focus on building long-term relationships with our clients. The Customer Success Associate will not only provide proactive outreach but will also communicate best practices and provide additional training to ensure customer's success. Additionally, the CSA will also help with Tier 1 support and manage any necessary escalations.

KEY RESPONSIBILITIES

  • Demonstrate the value of Shiftboard to our customers every day by providing amazing customer support
  • Build & strengthen customer relationships, including identifying upsell opportunities
  • Manage incoming calls and emails and handle appropriate follow-up calls and emails
  • Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
  • Respond to a variety of technical and non-technical inquiries with a sense of urgency
  • Have primary responsibility for managing and supporting a set of named accounts

QUALIFICATIONS

  • A driven and passionate problem solver
  • A multi-tasking hero
  • Have exceptional verbal communication skills – with both customers and teammates
  • Think quickly on your feet (figuratively – we’ll provide a chair)
  • Are comfortable in sometimes ambiguous situations
  • Have a bias towards finding solutions vs. shutting down ideas
  • Are always prepared
  • Enjoy making everyone feel heard and understood
  • Are able to communicate technical concepts to non-technical people

WHAT WE OFFER

  • Competitive Salary
  • Ownership Opportunity: Employee Stock Option Program
  • Healthcare: Medical/Dental/Vision Benefits
  • 401(k)
  • Commuter Perks: Choose Puget Sound Transit Pass (ORCA) or monthly subsidy
  • Fast-paced, rapid career growth opportunity

ABOUT SHIFTBOARD

Shiftboard is defined by an insistence on providing an exceptional user experience and customer service results. All of our team members are charged with bringing creativity, logic, and intellectual rigor to their responsibilities in a never-ending quest to serve our customers. We have high expectations of each other and work as a team to build a platform we are all proud of. That mindset, along with our execution, has allowed Shiftboard to create a revolutionary product and grow into the profitable business it is today.

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Customer Success Manager
Location: Seattle, WADepartment: Customer Success
Type: Full TimeMin. Experience: Experienced

Shiftboard is a SaaS company, poised for rapid growth, which provides online scheduling software for a diverse group of organizations from festivals to security companies, medical staff to nonprofits, and everything in between. We are seeking an extremely motivated and dedicated person who is looking to build their career with us. You must thrive in a fast-paced work environment and be open to becoming involved in all aspects of a growing business. Successful candidates must absorb new information quickly, proactively tackle new projects, and contribute towards improving internal policies and procedures.

We are looking for the next member of our Customer Success Team! The Customer Success Team works cooperatively with other departments in order to improve the client experience, retain existing customers, and garner important feedback. You will act as a liaison between the customer, sales, support, and product management to ensure the success of new and existing clients.

Customer Success leads the onboarding process and establishes long-term relationships with new clients. You will understand our customers business goals for the project, envision and provide a relevant solution design that encapsulates industry best practices, and follow a defined implementation process that consistently delivers on implementation milestones and target completion dates.

Customer Success also is responsible for proactively checking in with a large book of existing clients. This entails answering technical and non-technical customer inquiries, providing additional training, communicating system improvements, and managing feedback. You will have the ability to grow your role by contributing to help documentation, expanding our social media presence, writing articles for our blog, and taking advantage of other opportunities as they arise.

Duties:

  • Project management responsibilities to create implementation work-plans, facilitate status calls that drive completion of project milestones and provide project progress reporting
  • Uncover, analyze and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
  • Advise customers on solution features, configuration options, and system processes and procedures
  • Configure and customize new Shiftboard sites, as well as understand and configure interfaces to third-party applications
  • Onboard clients: including conducting effective training calls and/or visits with clients and guiding them through a tailored implementation process
  • Be responsible for providing consultative guidance and dynamic solutions for any issues that arise via telephone, email, chat, and/or site visit
  • Provide proactive outreach at all stages of the customer lifecycle
  • Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide response and/or solutions
  • Develop and maintain strong relationships with associates and clients to ensure maximum satisfaction and retention levels
  • Participate in weekend after-hour support standby rotation program
  • Become an expert in the features, benefits, and implementation of Shiftboard

Qualifications:

  • Bachelor's degree preferred though previous experience in a related role with increasing responsibility may be considered as an appropriate substitution
  • One or more years of experience project managing software implementations
  • Two or more years software application implementation experience in a consultative role, preferably within a SaaS environment
  • Two or more years account management and customer service experience ideal
  • Experience with Salesforce (or other CRM) desired
  • Experience in the Workforce Management domain preferred
  • Ability to travel (job requires up to 30% travel)
  • Must be personable, communicate complex ideas clearly over the phone, and enjoy working with people in an entirely client-facing role
  • Organized, detail-oriented, and able to manage many clients at once
  • Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
  • Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
  • Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
  • Comfortable using and learning software: MS Office (Excel), multiple internet browsers, ticketing/tracking systems
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Part-Time HR/Office Assistant
Location: Seattle, WADepartment: Human Resources
Type: Part TimeMin. Experience: Entry Level

Shiftboard is seeking a responsible and self-motivated HR/Office Assistant. This role requires superior attention to detail, great organizational skills, and a high degree of confidentiality. This position is approximately 24 hours per week. $16 - $20/hr.

ESSENTIAL FUNCTIONS

  • Receives, sorts, and distributes mail and deliveries.
  • Monitors and restocks kitchen and office supplies.
  • Maintains office common areas and equipment.
  • Assists with new employee onboarding, including preparing workstations, scheduling orientation and lunches, and reporting new hires to various agencies, as appropriate.
  • Administers company ORCA card program.
  • Assists with benefits administration, including processing enrollments, changes, and terminations.
  • Participates actively in the planning and organization of company events.
  • Updates databases and files, ensuring accuracy.
  • Maintains calendars.
  • Participates in company safety and health programs.
  • Performs miscellaneous clerical functions and special projects as assigned.

QUALIFICATIONS

  • High school diploma or equivalent.
  • Working knowledge of Microsoft Office applications and email.
  • Excellent customer service skills.
  • Strong communication, critical thinking, and organization skills; attention to detail.

An individual must be able to successfully perform the following in addition to the essential functions:

  • Stand and walk for moderate periods of time (2-4 hours per day).
  • Sit for long periods of time at a computer or office workstation (4-6 hours per day).
  • Sometimes crawl, crouch, or stoop.
  • Occasionally ascend and descend stairs and ladders.
  • Occasionally lift up to 50 lbs.

Reasonable accommodations may be made to assist individuals with disabilities to perform essential job functions.

           

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            Senior Android Developer
            Location: Seattle, WADepartment: Engineering
            Type: Full TimeMin. Experience: Experienced

            Shiftboard is looking for an experienced, full-time Android developer to join our Seattle office team.

            Our Product Management team defines the features and you help us deliver them through providing architecture, Ux, Ui and implementation. We are working to replace our web view based Android application with a native experience, and working to enhance and extend our applications to drive our continued growth.

            You will have opportunities to work closely with our small teams of iOS, Responsive Web, API, back-end platform and other Android developers.

            Some Technologies of Interest

            • Java and Kotlin
            • XML
            • Dagger
            • SQLite, RoomDatabase and LiveData
            • Android Studio, Gradle & GitHub 
            • Continuous integration & deployment tooling such as Bitrise
            • Appium, Selenium or Robolectric to support testing

            Our Requirements

            • 3+ years of professional experience developing native Android apps, bonus points if we can download your app from the Play store
            • Solid understanding of the Android SDK, activities, fragments, class loaders & lifecycle methods
            • Strong knowledge of Android ecosystem, UI design principles, interface guidelines, patterns, and best practices
            • Strong API experience
            • Passionate and opinionated about Android development
            • Strong desire to be part of a talented, ambitious team 
            • Independent, self-motivated, and an avid technologist

            Shiftboard Engineering Culture

            • We could never give back as much as we've received from the open source community, but we try.
            • We practice iterative development.
            • We hire smart people and empower them to make a difference.
            • We occasionally make mistakes but we learn from them rather than being paralyzed by them.
            • We believe in hammers for nails and screwdrivers for screws. Find the right tool and use it.
            • We learn. Then we cement that knowledge by teaching what we've learned to others.

            Local candidates preferred. Shiftboard cannot sponsor visa candidates at this time.

              About Shiftboard

              Shiftboard is a leading SaaS provider of on-demand dynamic workforce management software that includes integrated scheduling, reporting and communications tools. We help a wide range of companies around the world simply and easily streamline the complexities of staff scheduling and people management.

              All of our team members are charged with bringing creativity, logic, and intellectual rigor to their responsibilities in a never-ending quest to serve our customers. We have high expectations of each other and work as a team to build a platform we are all proud of. That mindset, along with our execution, has allowed Shiftboard to create a revolutionary product and grow into the profitable business it is today.

              Employees feel appreciated at Shiftboard and engaged by our fast-paced, rapid career growth opportunities. We offer competitive salary and benefits package, employee stock option program, unlimited paid time off, a casual dress code, and an open communication policy. The resulting atmosphere is professional and productive, yet comfortable and fun.

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