Uncubed
   

Customer Success Associate

Issuu, Braga

Connecting content to people.

Duration: Full-Time


About Issuu
Issuu is one of the largest content publishing and distribution platforms in the world, with millions of pieces of content (marketing collateral, magazines, catalogs, brochures and more) added every year. 

At the heart of Issuu is the Issuu Story Cloud, a suite of advanced features designed to transform a single piece of content into assets for every online marketing channel, including mobile articles, email graphics, and social stories for Facebook, Instagram and Pinterest (and more). Create once, share everywhere with Issuu.

The Opportunity
Reporting to the Manager of Customer Success, the Customer Success Associate is responsible for finding solutions to issues for our current and potential customers. We’re looking for candidates who love to look at problems through the eyes of our customers, have a passion for resolving issues with a quick, thorough and sometimes creative approach, and can translate customer questions and feedback into product and feature suggestions that the product team can take action on.

You’ll be working on a small, global team in our Braga office during the afternoon and early evening.

What You Will Be Doing

  • Engage with customers via our omnichannel support including phone, social media, email, and chat to resolve issues they may be experiencing with our product
  • Offer solutions to questions they have regarding our subscription plans 
  • Consult on best practices on how to effectively use Issuu to achieve their desired outcome
  • Maintain and improve the content on our Help Center
  • Find ways to optimize for Solvvy, our AI technology that serves relevant help center articles to questions asked by our customers
  • Work cross functionally with members on Product, Engineering and Marketing teams and provide examples of customer stories and experiences to help improve the customer journey

What You Bring With You

  • Outstanding people skills and proven ability to solve complex customer issues (ideally through previous customer support experience)
  • Be passionate about support, and want to improve the support provided by any organization they are in, taking it to the next level
  • Have great writing skills - the ability to explain complex problems clearly and concisely, with patience and empathy
  • Be an excellent communicator, fluent in written and spoken English (as you will have to present to the rest of the team and company at various points). Bonus points for (written) fluency in Spanish
  • Be extremely web savvy and a proactive learner,  with experience using web tools such as Zendesk (or other type of Support system), Solvvy and major social media platforms
  • Have excellent problem-solving skills, with a strong inclination to conduct research in order to find creative solutions 
  • Be calm and courteous under sometimes hectic situations
  • Be a team player who enjoys sharing knowledge and collaborating with other team members
  • Be able to work independently and stay focused and motivated under most conditions

The Impact You Will Have

  • Your interactions with customers affect the way they interact with Issuu and their decision to stay on as customers of ours.
  • You directly influence how often they will engage with the product and what tools they can use to achieve their desired outcome.
  • Your interactions contribute to our revenue growth, our net new revenue, and the reduction of churn with each interaction, every single day.

What You'll Get

  • Competitive compensation package 
  • Meaningful equity in a profitable growth-stage company
  • Health and dental insurance
  • Flat structure – every opinion matters regardless of team or position

  • The real reason to join Issuu is not all these perks, it’s our unique company culture that delivers the leading results in our industry. Be yourself and thrive!
Founded in 2006 and headquartered in Palo Alto, with offices in Copenhagen, Berlin and Braga, Issuu is profitable, growing fast, and expanding our team across many departments. If you are a collaborative and ambitious professional looking to join a community that: deeply cares about our users and colleagues, has a growth mindset, sees and embraces challenges as a means for continuous improvement, and takes accountability to have a phenomenal impact, apply today!

Issuu is an equal opportunity employer. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives.

About Issuu

A truly modern media company, Issuu gives anyone with digitally bound content the ability to upload and distribute their publications worldwide. In just minutes. And as often as they’d like. Each day, more than 20,000 newly uploaded publications become instantly available to active readers around the world who use Issuu’s site and mobile apps to discover and engage with what they love, from magazines, newspapers and portfolios, to catalogs, DIY guides, community programs and more. Creators everywhere choose to publish on Issuu because they get what they need to grow, including collaboration tools, advanced analytics, and the ability to charge for publications. And their readers are rewarded with the absolute best reading experience possible — regardless of device or platform.

Issuu

Want to learn more about Issuu? Visit Issuu's website.