Customer Success Associate

Our mission at Tailwind is to make world-class marketing easy for everyone.  We’re looking for a Customer Success Associate to join our rapidly expanding team.  The Customer Success team plays a critical role, advocating for our members with our Product, Engineering, Marketing and Sales teams. 

In this role, you'd work in a small, fast-moving team and learn something new every day.  Plus, you'll love benefits like company-paid health insurance, equity, a transparent bonus structure, vacation time, a predictable schedule, free food, a comprehensive training program, and more.  Most of all, we're all owners and it shows.  

Specifically, Customer Success serves five key functions at Tailwind:

  1. Empathetically delighting customers by helping them get the most out of Tailwind, to help them reach their goals for their business.
  2. Gathering, synthesizing and communicating valuable feedback from customers to inform our Product roadmap.
  3. Diagnosing technical web and mobile-based issues customers face and helping them to get those issues resolved.
  4. Identifying when customers could get value from expanded feature access and introducing them to those additional capabilities.
  5. Flagging key user education gaps we need to address through marketing and education.

Keys to success in this role include:

  • Excellent written and verbal communication skills and problem-solving acumen, enabling you to develop relationships with customers while solving problems quickly and correctly.
  • Working knowledge of visual marketing, with an emphasis on Pinterest and Instagram. Social media knowledge (e.g. Facebook, Twitter) is a plus too.
  • A track record of answering questions and troubleshooting with customers via live chat, email, and/or social media.
  • Comfort working across multiple online tools, apps, and evolving processes.
  • Strong patience, empathy, emotional intelligence and drive to help others achieve their objectives.

A working proficiency in the following areas will help you stand out:

  • Teaching others how to use technology
  • Customer Success in a SaaS environment

Because we strive to give our customer world-class service (even on the weekends), this shift covers Monday through Thursday and Saturdays.

 

Join the Tailwind Team

Tailwind's mission is to make world-class marketing easy for everyone. We serve over 150,000 businesses, large and small in helping them grow through visual social networks, such as Instagram and Pinterest. We are only getting started, though. Our mission is big and we intend to achieve it.

We are a very close-knit, fast-moving and diverse team that helps each other, learns from one another, and challenges each other to accomplish extraordinary things. With all of the challenges we face day-to-day, there is absolutely no room for egos or any sense of entitlement. We value transparency within the team whether that's sharing new ideas, giving feedback or creating an inclusive environment where anyone can join in on any conversation.

Learn more about life at Tailwind:

  -  From the blog:  Listen to Your Customers, They’ll Guide What You Should Build
  -  Video:  What’s it Like to Work at Tailwind
  -  Website:  Our Mission, Our Story, Our Team, Our Culture

We value meaningful ownership and that extends into our Tailwind Open Compensation System: www.tailwindapp.com/about/open-compensation

If you have any questions, you can also email careers@tailwindapp.com. We look forward to hearing from you!

Tailwind is proud to be an equal opportunity employer and will consider all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.

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