Customer Insights Representative - EMEA Enterprise

Mentimeter is an engagement tool with a clear goal in mind. To turn presentations into conversations. Through real-time interactivity and clear visualizations, we get people to participate, engage and become more productive. Transforming all those passive meetings, airless classrooms and drawn out trainings into valuable and memorable moments.

We truly believe that you achieve the best results by doing things together. And that successful leaders need to adopt a curious and collaborative mindset in order to get there. So with you at Mentimeter, you’ll be a big part of the ambition to help over 1 billion people listen, learn and work better together.

We are looking for a Customer Insights Representative to join our enterprise support team at our Stockholm office.

You will join a humble and fast-moving team that helps our users look like superstars when hosting interactive presentations. Inspiring our users through quality support in a scalable way has been a contributing factor in the success of Mentimeter since its beginnings. 

Role responsibilities:

The primary responsibility of the Customer Insights Representative is to respond to customer inquiries through chat and email. Daily responsibilities include:

• Responding to support requests and inquiries from users all over the world via chat and email to help our users look like stars on stage (c. 75% of your time, occasional video call troubleshooting)
• Gather and share insights and feedback from our Enterprise users with product, sales and marketing
• Assist our team with administrative tasks such as managing payments, qualifying refunds, handling resellers and invoicing
• Working on other initiatives with the support team. For example, translating help articles and other support resources to better support our users across the globe
• Close collaboration with our Sales team to identify potential inbound Sales Leads and business opportunities

We believe you have:

• Business-level English, with outstanding verbal and written skills
• Previous work experience in customer-facing roles for at least 2 years, full-time
• A sound level of technical understanding of websites and browsers to troubleshoot with customers
• Passion for customer service and helping others
• Bonus points for/if:
• Previous copywriting experience
• Prior experience working with enterprise customers (B2B) or working in sales
• Business level German speaking and writing
• Any other special interest that might be relevant (Let us know your skills!)
• Previously worked with a Customer Support CRM such as Intercom, Zendesk, etc.

What resources do we have to support you:

• A support team currently consisting of eleven colleagues
• First-in-class support tools and scalable solutions such as resolution bots, saved replies and a comprehensive help center
• Robust onboarding and hands-on training
• Beautiful office with everything you need to perform your work

Information for applicants:

• To support our global user base your working hours will be on a weekly rotation ranging from 08:00 - 17:00 to 10:00 - 19:00 (same hours for a full week)
• We strongly believe in the power of together! Being at the office is very important for collaboration and mutual learning, but we also like flexibility. We have a hybrid model where you can work from home for up to 2 days a week

Recruitment process:

• Alva Labs tests - conduct a personality and logical ability test as part of the screening process
• Introduction interview - Meet TA rep for introduction interview
• Business Case - Conduct a business case showcasing your skills, knowledge and core competencies
• Competence interview - Meet the team in an onsite deep-dive interview
• Culture interview - Reflect more about our 5 core values and why you would be a great fit at Mentimeter

What Mentimeter can offer
At Mentimeter we can offer a diverse and inclusive work environment supported by smart and driven colleagues. We believe in continuous professional development for all of our colleagues and therefore offer access to a leadership program (including external personal coach) and relevant education to ensure that we continue to be state-of-the-art when it comes to innovating and building Mentimeter. Your place will be in a growing company with lots of career opportunities, working on a beloved product used by more than 300 million people. It’s not all about work though, we also offer a very healthy view on work-life balance.

All of this comes attached with a competitive compensation and benefits package, including pension contributions. Learn more about our benefits by visiting our Benefits & Perks page

Culture at Mentimeter
At Mentimeter we believe in giving everyone a voice - regardless of who you are. So we build a platform that does just that. Our platform is not only our product but also our organization. A platform where people feel safe, where differences are embraced, a place where you can have fun. We strongly encourage applicants who are people of color, LGBTQ+, women, people with disabilities, and/or formerly incarcerated people, and a college degree is not strictly required. In order to give everyone a voice, we need to be as diverse as our users.

Learn more about our culture by visiting our Culture page.
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