Customer Support Representative

Chandler, AZ

 At Keap, we help small businesses succeed. We don’t just say that, we mean it and we do it every day. And often times, working at Keap is much like running a small business. There will be long days and incredible challenges, but the reward will be contributing to something that is larger than yourself. We want you to bring the hustle, grit, and passion to everything you do here. You will be expected to take high ownership and improve yourself constantly. You will be held accountable to our 7 Core Values and will be expected to hold your teammates accountable as well. The values are what unify us and allow us to make the impact that we do. They are crucial on our mission to becoming the undisputed champion of small business success. Together...we will replenish the middle class, we will elevate the worldwide economy, we will inspire kids to dream of becoming entrepreneurs. 

What’s the first thing that comes to mind when you think customer service?  If you’re anything like us, you cringe when you hear it.  At Keap, we are out to redefine the paradigm for the drab, stuffy, stale, traditional-call-center customer service norm that is so pervasive and just down right unacceptable!

We believe that customer support is probably better termed customer delight.  We believe in doing the right thing for our customers.  We believe in reading in-between the lines of a customer’s problems and proactively giving more than what is asked for.  We believe in a customer experience that wows and an experience that our customers are stoked enough about to shout it from the rooftops.

We can’t stand scripts and we don’t hard upsell.  We do recognize the need for a branded customer experience and we make recommendations of products or services based on relevant need after building authentic trust and value with each small business owner.  We care and we show that care in each connection with the entrepreneurs that are building our economy.

We are insanely passionate about small business and we LOVE small business owners.  We know truly delightful support involves providing precise and efficient solutions through personalized conversations and with technical expertise with each small business owner.

We need additional team members who share this vision and are just as passionate as we are to change the meaning of truly delightful customer experiences.

Daily Execution Excellence: 

  • Handling inbound calls or chats from customers with the intent of answering questions, teaching best practices, or troubleshooting issues using a variety of tools, techniques and procedures
  • Using technical aptitude and a love for people to address customers’ explicit needs and fill in the gaps for the unspoken needs
  • Actively participating and contributing to a growing knowledge network to improve our effectiveness as a team and improve the resources available to our customers
  • Creating delightful customer relationships which include consistent follow-through, setting proper expectations, and advocating for client issues within internal departments

 

Expertise: 

  • Customer service experience
  • Experience in a technical role
  • A passion for small business, technology, and customer delight!

Challenges You Can Help Us Face (With Optimism)

  • How can we make Keap known as much for our service as our software?
  • How can a representative provide world-class service to each customer while helping as many customers as possible on a daily basis?
  • How can our team provide an exemplary level of service for all customers as our customer base grows rapidly?

Helping small businesses succeed

That’s our single most important purpose, and it’s more than just writing on the wall. It’s in the hearts and minds of our employees, and is the burning passion that fuels us to consistently innovate, drive change, and grow ourselves beyond our wildest dreams. To be a part of Infusionsoft is to join a cause bigger than yourself, and we think that’s pretty rad!

Dream fulfillment

We believe in people and their dreams at Infusio`nsoft. So much so, we have a dedicated Dream Program that empowers our employees to think big and achieve those dreams—both personally and professionally. Want help setting achievable goals to reach your dreams? Our designated Dream Manager is here to help. Want a space to write out your dreams to spring them into action? Yeah, we have a Dream Room for that.

Flexibility & balance

At Infusionsoft, it’s not as much about the time put in or where the work is done as it is about the results achieved. We encourage employees to spend time on (and with) the things that are important to them outside of their careers, so we offer a flexible PTO plan and work-from-home policy that makes that a possibility. Need time off for a vacation to Belize? A mental health day to recharge your batteries? It’s all good as long as it’s a win for you, your team, our customers, and the company.

#keaplife

Helping 5 million small businesses succeed worldwide takes a lot of hustle, and celebrating wins along the way is just a way of life here. We work hard, support one another, and have some fun while we’re at it. Curious about what a peek into #keaplife looks like? Think team builders, spring training outings, a fully stocked cereal bar, a Coke Freestyle machine, ping pong tournaments, an indoor football field meeting area, 24-hour hackathons, Food Truck Fridays, happy hours, even breakfast with one of our execs, just to name a few—phew.

Total rewards

We understand how important it is to have top-notch benefits, and offer a comprehensive package that supports our employees and their families. This includes:

  • Health, vision, and dental insurance
  • Stock options for every employee
  • Life insurance
  • Bonus programs
  • Well-being program
  • And so much more!

Dedication to diversity & inclusion

We realize the power of diverse perspectives, experiences, and backgrounds. Infusionsoft is an environment focused on inclusion and education—whether that’s hosting diversity weeks highlighting different cultures, or holding professional workshops for our Empow(her) group that celebrates and supports women in the workplace.

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Infusionsoft is now Keap. That’s weird to write, but it’s also exciting.

In 2001, trying to get Infusionsoft off the ground, there were many times when I wanted to quit. I’ll never forget my wife, after two years of struggling to survive, hugging me and saying, “Keep going.”

Over the last two years, we’ve talked with thousands of small business owners to get a deeper understanding of their unique challenges in today’s market. We learned that it’s harder than ever to succeed in small business. Customers expect more. On-demand is the rule. There’s no shortage of platforms on which to complain. A failed job or two can be damaging to your business.

Keap is our signal to the world—and to ourselves—that it’s time to make it easier to succeed. We’re on a mission to simplify growth for millions of small businesses. Our new name is a nod to the tenacity of the small business owner and encompasses everything we know to be true when it comes to success: keep going, keep serving, keep growing.

Along with a new name, we’ve expanded to two products. Keap, our newest product, is smart client management software that helps service businesses progress leads to satisfied clients. Infusionsoft by Keap is powerful CRM and sales and marketing automation software for advanced business needs.

Both are designed to make it easier than ever for more small businesses to get organized so they can deliver great service and close more business.

Clate Mask signature

To your success,
Clate Mask
CEO + Co-Founder