About the job

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Job Category Customer Success Group Job Details

Our mission is to make people’s working lives simpler, more pleasant, and more productive. We consider the Customer Experience team an essential piece of Slack’s success, and we’re dedicated to empowering and supporting our customers to help them get the most out of Slack. Our team helps a large roster of influential global companies that rely on Slack to keep their business communication running smoothly day-to-day. Each customer has specific needs that we aim to meet with unparalleled support. We’re committed to giving you the opportunity to do the best work of your life, while helping others in doing the same. Come join us!

As a member of our Platform Customer Experience team, you will be responsible for directly supporting customers - whether that be developers utilizing our APIs to build integrations or users interacting with Slack apps - providing customer insights to product, design and engineering teams, and supporting new feature launches in Slack. As an owner of customer satisfaction for the individuals and teams you work with, your job is to solve problems, communicate effectively, and collaborate with internal teams to remove any barriers for the customer.

We are the voice of our customers.

What You Will Be Doing

• Become a specialist in API- or integration-related product features and troubleshoot them by reading documentation, building test apps, narrowing in on reproducible steps, and collaborating with others.
• Solve customer issues by developing expertise in relevant product areas and by learning to troubleshoot.
• Identify and surface individual customer trends and process improvements through collaborating with the team.
• Reproduce and document bugs for the Engineering and Product teams to support quicker customer resolutions.
• Contribute to your ongoing learning and success of your team by participating in experimentation efforts across the team.
• Maintain documentation to support the team in new product launches.

What You Should Have

• You understand web services, including transport (primarily HTTP), common data formats (JSON), and standard API patterns (e.g. REST).
• You can write code in at least one language to gather data from web services and use it for your own purposes.
• You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
• You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.
• You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
• You are curious about technology and software and learning how our customers use our product.
• You are a standout teammate who believes that the whole is greater than the sum of all parts.
• You are empathetic and enjoy teaching customers at all levels of technical proficiency.
• You have a track record of making sound decisions in line with managing your time and prioritization of responsibilities.
• You are self-aware and are open to adapting to changing environments.
• You are resourceful, flexible and hold self accountable and persevere in the face of obstacles.
• You follow through on your commitments (and are honest when something is over your head)!
• You have a post-secondary degree or equivalent professional experience.
• You can work with us in an EST timezone in the US.
• You are available to participate in our weekend shift rotation to support on-call needs.

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .

Salesforce welcomes all.

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