Customer Onboarding and Engagement Advocate

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Customer Onboarding and Engagement Advocate

We're passionate about guiding customers to success using Buffer’s products as well as helping them hit their social media goals. We’re looking for a new member of our Advocacy team to help our customers get the most out of the Buffer platform, including the products Buffer Publish and Buffer Reply.

FULL-TIME · REMOTE

Join the Customer Advocacy Team as a Customer Onboarding and Engagement Advocate

Our Advocacy team works to delight customers as often and creatively as possible over email, video, phone, in-app messages and more. We're always seeking to better understand and define what it means to deliver great support and customer success guidance.

We're looking for someone to join the team and focus specifically on our Business customers! This person needs to be based in the Americas for time zone purposes. We’d love to meet someone who's excited to build relationships, help customers get the most out of Buffer and partner with them to ensure their social media strategy is successful.  

On a day-to-day basis you will:

  • Communicate with customers over email, phone and video calls (including technical support)
  • Become an expert on Buffer's tools and train customers who have varying levels of experience
  • Develop and deliver high-quality presentations on Buffer’s suite of tools via live demos and webinars
  • Conduct a comprehensive review of customer goals and educate customers through the onboarding process
  • Help continuously improve our products by sharing customers’ feedback with the product team
  • Strategize to improve customer engagement through various tools and data-informed decisions

Required skills and experience

  • A minimum of 1 year experience working in an account management or customer success role in the software-as-a-service (SaaS) field
  • A minimum of 1 year experience working in a support role, preferably in the software-as-a-service (SaaS) field
  • Strong and demonstrable experience hosting customer calls, demos and trainings
  • Impeccable attention to detail, particularly with written communication
  • Exceptional organizational skills that allow you to work under tight deadlines and quickly prioritize tasks
  • Excellent interpersonal skills; you have the unique ability to talk technical details and business strategy in the same conversation
  • Experience owning, managing, and driving projects forward in a timely way
  • Ability to work mostly in the Eastern, Central, Mountain, or Pacific time zones (UTC -8 to -5)

Other skills and experience we look for

  • A passion for supporting customers and community members
  • Excellent communication and presentation skills; able to comfortably present to both individuals and large audiences
  • Strong time management skills
  • Ability to work in a self-directed way
  • A data-driven mindset

What We Value

Clear communication, transparency, open-mindedness, empathy and patience are just a few of Buffer's cultural values. We are looking for a person who understands this culture and will thrive within a team of people passionate about self-improvement, honesty and openness. Here's a guide on how we strive to communicate with customers.

Buffer is an equal opportunity employer that has the chance to add teammates from anywhere in the world! We're united by Buffer's values, and we celebrate our unique differences.

Perks and Benefits

We hope that you're excited by the possibilities that come with working at Buffer! In addition to our unique culture, we also offer these fun perks and benefits.

💻 Technology: Get hooked up with a laptop to do your best work.

🎼 Learning & development stipend: To encourage our teammates to be their best selves, we offer a small stipend for any course or training they'd like to do.

🤒 Health insurance: We offer health insurance for all of our team members, international or US based.

💰 Salary: Our salary formula adjusts to your cost of living and experience. For this role, the range is $58k - $81k per year.

🏝 Work remotely: Live and work from wherever you feel happiest.

📈 Stock options: Joining the Buffer journey means you can choose to own part of the company.

⛺️ Unlimited time off: Our only policy is that you give yourself a break regularly.

✈️ Retreats: Join us on annual international company retreats! Our last retreat was in Madrid, Spain.

📚 Free books (and Kindle): All you can read, no questions asked.

🍼 Family Leave: If your family grows during your time at Buffer, we recommend taking anywhere from 1-3 months of family leave, regardless of when you joined.

Where You'll Work

Buffer is a fully distributed team, which means that we’re spread across the whole planet. We have Bufferoos across 15 countries, 11 timezones and 42 cities, scattered around the world to build a better culture and product. As a member in our team, you will work in the place that makes you happy, that inspires you daily, and helps you to become the person that you wish to be.

More about how we work remotely →

See where the Buffer team is now →

Still reading? We want to hear from you!

Answer a few questions about your Customer Advocate experience and what you’d be excited to bring to the team at Buffer.

Here’s a tentative hiring timeline for this role:

Friday, January 12th - Friday, February 2nd: Apply to join our team!

Monday, February 5th - Friday, February 9th: We’ll spend time reviewing applications.

Monday, February 12th - Friday, March 2nd: Follow-up interviews with the team.