Customer Support Representative

Customer Experience, Yerevan, AM

About the Team

The Miro Support Team is a vital function of Miro. What's so special about us? 

We act as the bridge between our product and our users. By helping them every day, we gain valuable insights and push new ideas to shape Miro's ever-changing product roadmap. 

Our mission is to provide the highest quality of customer service with a sense of empathy and passion. We strive to exceed our customer's expectations by always thinking one step ahead when providing solutions. We guide and educate our users to grasp the value of the product and drive word of mouth. 

We dream big, work hard, and play as a team to win the world. As a rapidly growing company, there are opportunities for internal growth and career development. If you're passionate, ambitious and have a collaborative mindset, come join our Miro Support team! 

About the Role

As a Customer Support Representative, your key responsibility will be to promptly address and resolve customer queries through email and calls while demonstrating a high level of empathy towards their concerns and needs. You will be the link between our customers and the product team for Miro services and features-related topics, conveying customer feedback and pain points to improve the customer experience. Your ultimate goal will be to foster positive customer experiences by building strong relationships and delivering exceptional support, leaving a lasting impression on our valued customers. 

What you’ll do

  • Be a power user of Miro and acquire a thorough understanding of our product and internal systems 
  • Critically analyze and respond to customer inquiries focused on Miro services and features while proactively ensuring the stability of Miro’s major functions and systems in seamless collaboration with developers and function leads
  • Collaborate within and outside of your team to support broader business objectives
  • Lead or participate in projects to improve our internal team or external company processes 

What you’ll need

  • 1-3 years of experience in a customer service based role in tech industry. SaaS experience is a huge plus 
  • High proficiency in written English (С-1/С-2)
  • An effective collaborator, supportive of other team members in their success 
  • Ability to troubleshoot problems, find answers to customer issues, and articulate complex solutions in written communication 
  • Ability to work in a fast-paced environment, learn quickly and adapt to a changing product 
  • Ability to monitor the progress of your projects and anticipate roadblocks 

What's in it for you

  • Competitive equity package
  • Health insurance for you and your family
  • Breakfast, lunch, snacks, and drinks provided in the office
  • Wellbeing benefit and WFH equipment allowance
  • Annual learning and development allowance to grow your skills and career
  • Opportunity to work for a globally diverse team
  • Travel allowance for your commute

About Miro

Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 employees in 12 hubs around the world.

We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!

Check out more about life at Miro: 

At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.

Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here. 

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Prepare yourself to go beyond

Here are some helpful tips to ensure you have all the correct information throughout our hiring process.

How we hire

  • 01. Recruiter Screen

    A 30-min interview to discuss the role, background and experience, and learn more about your motivation to join Miro.

  • 02. Hiring Manager

    The hiring manager (usually your future manager) will meet to discuss your experience and fit for the role.

  • 03. Skill Assesment

    An interactive presentation to see your skills in action, based around a particular case study or business problem.

  • 04. Meet the Team

    Meet with a variety of Mironeers to get a feel for what it’s like to work together, and learn more about Miro’s culture.

  • 05. Leadership Round

    Meet a member of the leadership team to discuss Miro’s company values and share your vision for success at Miro. 

Ready to go beyond?