Customer Success Associate

We are looking for passionate, entrepreneurial individuals to join our customer success team and support our users throughout their learning and usage of SurveyCTO (surveycto.com) — a data collection platform used by thousands of teams across 165 countries.

As a customer success associate at Dobility, the role will start by building deep knowledge of our platform, our users, and assess how SurveyCTO fits into different use cases. Over time, the role will focus more on researching, identifying, and implementing projects that promote users’ success.

This position offers the opportunity to become an expert in all things related to SurveyCTO, enabling user retention, while becoming a store of product knowledge for the benefit of the company. It also offers the opportunity to retain and grow our global user base, increase our impact around the world, and make a real difference.

Responsibilities:

• Build, manage and strengthen our customer relationships, in the context of:

1. Support our existing users by responding to user questions and support requests
2. Developing and improving valuable content for our users’ learning (e.g. writing articles, designing SurveyCTO sample forms, developing field plug-ins, etc.)
3. Moderation of the community user forums

• Assist with webinars and in-person training
• Support the analysis of customer success data
• Leverage knowledge of users’ experience with SurveyCTO to provide feedback to the product management team about usability bottlenecks, improvements, and feature requests

The responsibilities listed above will also depend on your skills, interests, and goals. If there is any area of preference for you, we would be keen to hear.

Skills and experience:

• Strong experience using SurveyCTO, Open Data Kit, or similar platforms for collecting data offline, preferably in developing-country contexts, is highly advantageous
• Knowledge of the field research and/or international development spaces
• Strong writer and communicator in English
• Strong analytical skills is a plus
• Experience with training is a plus
• Fast learner, able to independently problem-solve
• Detail-oriented (e.g., cares that complement and compliment are different things; and notices that ‘$ {fieldname}’ has a space between the dollar sign and the curly bracket)
• Preference for working in a fast-paced start-up environment
• Passionate about improving the world through one’s work

BUT PLEASE NOTE THIS: Research shows that men apply for jobs when they meet an average of 60% of the criteria, yet women and other marginalized groups often apply only if they meet every single requirement. If you believe that you could excel in this role but don’t meet all of the criteria, please apply anyway. In a cover letter, tell us about yourself and what you bring to the table. We’d love to explore whether you could be a great fit.

Benefits:

• a 401k match*
• healthcare insurance*
• generous PTO
• paid time off for volunteering
• company matched donations to charitable organizations
• a flexible work schedule accommodating different time zones and working styles

* U.S.-only. International team member compensation is balanced with these benefits in mind.

This is a full-time, fully-remote position

This is a remote position and candidates can choose to work from wherever they prefer, but we prefer candidates based in North or South America. We will consider excellent candidates based elsewhere.