Customer Support Advocate

Customer Support Advocate (18 months contract) at Ignition. We are looking for a Customer Support Advocate to join Ignition on an 18-month fixed term contract. You will be the first point of contact for our clients, owning customer communications from initial request through to resolution.

Ignition is a platform for professional services that automates proposals, client agreements, billing and payment collection to reduce late payments, unbilled work and repetitive admin. Ignition also integrates with leading apps such as Gusto, QuickBooks Online, Xero and Zapier to automate workflows. Our teams are global, with employees in multiple locations and a strong remote work culture.

We are looking for a Customer Support Advocate to join Ignition on an 18-month fixed term contract. In this role, you will be the first point of contact for our clients, owning customer communications from initial request through to resolution. You will also play a key role in scaling our support function, maintaining knowledge base resources, improving processes, and collaborating closely with teams across the business. Working primarily between 2:00 PM – 10:00 PM PH Time, Tuesday through Saturday.

• Be a product expert in all areas. Become an encyclopedia of knowledge about how Ignition works and what it is capable of.
• Own customer communications and issues from initial contact until resolution. Support via Intercom and occasional phone conversations.
• Collect customer feedback and influence the direction of the product.
• Identify issues and engage with the development team to escalate bugs, solve problems, or obtain missing information.
• Develop and improve processes to scale support with the growing business.
• Create and maintain internal and customer-facing documentation such as knowledge base articles.
• Work closely with Key Account Managers, Retention and Implementation, Marketing teams.

• Previous experience in a customer support role.
• Proficiency with various software systems such as Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, Intercom.
• Good written and oral communication skills for creating professional documents and presentations.
• Good time management and organisational skills.
• Ability to listen to concerns and handle criticism without taking it personally.
• Engage in robust and articulate dialogue while maintaining an open mind.
• Ability to work autonomously and as part of a team.

• You have a high attention to detail.
• You don't shy away from feedback and you take it on board.
• You have terrific communication skills – both written and verbal.
• You're systems and process driven.
• You're flexible when things don't go to plan.
• You're an organizer at heart and work well to deadlines.
• You thrive in a team environment.

Why join us: Join our global SaaS scale-up company with a collaborative, open, and transparent culture. We offer a range of benefits and opportunities for growth.

• Global SaaS organization in hyper growth mode
• Competitive salary and employee stock options from day 1
• Health/Dental/Vision benefits from day 1
• Education allowance and professional development funding
• Flexible working options and home office support
• Employee recognition and wellness programs
• Accessibility and accommodation during recruitment is available

Ignition is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. We provide employment and recruitment accommodations during the recruitment process. For accessibility in a different format, please contact careers@ignitionapp.com.