Careers

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Currently Available Positions

Customer Success Representative

The Role

The Customer Success Representative is a role encompassing customer support, technical support, on-boarding and training. Working directly with clients, who are association administrators, you will provide proactive and reactive support to help them get started and get the most out of SilkStart.

What We're Looking For

Are you a smart, self-directed, results-oriented individual with a passion for going above and beyond to delight customers on a daily basis?

What You'll be Doing
  • Customer Support via phone and email, onboarding and training new customers, ongoing support, and helping them become proficient in using our software.
  • Providing regular updates to customers about product improvements and best practices through newsletters, tips, FAQ’s and social channels.
  • Developing additional Help tools for customers including FAQ’s, ‘How-to’ tutorials, and webinars.
  • Leading customer webinars to demonstrate product features and answer questions.
  • Continuously working to improve the overall customer experience.
  • Liaising between Sales and Development to ensure a smooth onboarding process.
  • Monitoring and analyzing client usage behaviors, looking for ways to improve the customer experience, and engage clients when necessary to optimize retention.
  • Handling billing setup, receivables, and other finance related matters.
Must Haves
  • Customer Obsession. You’re gifted at solving customer issues and making them feel important.
  • Great Attitude. You are willing to roll up your sleeves and do what needs to be done. This is not a ‘that’s not my job’ or ‘I don’t know how to do that’ environment.
  • People Person. You have a personality coupled with strong communication skills, both verbal and written. You love working with customers and understand how to build and maintain relationships.
  • Lots of Hustle. You like a fast paced, results oriented environment and possess a strong desire to just get things done. Seriously, you’re amazing at getting things done.
  • Self-Directed. You can independently manage your time efficiently and effectively.
  • Technical Aptitude. Ideally you have some experience working with customers in a technical environment. Some of the tools you will need to learn to use (ideally you’ve used some of these before): Salesforce, ZenDesk, Google Business Apps, Olark, Skype, GoToMeeting, Snagit, JIRA, Slack, Freshbooks. Proficiency in any CMS platforms, e.g. WordPress, Squarespace or Wix is a bonus, as is experience with payment gateways like Paypal, Stripe and Authorize.net.
Bonus Skills

Experience with building websites and/or any of HTML, CSS and Javascript is a double bonus.

Reach Out
Does this sound like you? If yes, please send a resume and cover letter to hr@silkstart.com. Only shortlisted candidates will be contacted for an interview. Thanks for your interest in SilkStart!

Website Builder

The Role

This is an entry level hybrid role encompassing web development, graphic design, on-boarding and customer liaison. As a member of the tech team you will bridge the gap between website development and our customers.

What We're Looking For

Are you a smart, self-directed, results-oriented individual with an eye for good design and a passion for going above and beyond to delight customers on a daily basis?

What You'll be Doing
  • You will be a key player in customer on-boarding, working directly with account managers and new clients.
  • You will discuss and define client design preferences, helping them work out their site structure and overall design.
  • You will collect, organize and augment the necessary assets from clients for design work.
  • Using responsive templates and our CMS you will create site themes, content, and/or migrate content from old sites.
  • You will handle the revision process with clients and work to help define and evolve an efficient process for how best to handle revisions and client input.
  • You will work on improving all areas of the www.silkstart.com website including but not limited to graphic design, content, landing page creation, and more.
  • You’ll have some customer facing interaction via phone and email, though typically this will be through an account manager.
  • You will suggest ways to improve our CMS, making it even easier for customers to use our CMS.
  • From time to time, you will help train customers in the use of our CMS, helping them become proficient in using SilkStart.
  • You will help develop additional support tools for customers including FAQ’s, ‘How-to’ tutorials, and webinars.
  • You will continuously work to improve the overall customer experience.
Must Haves
  • Customer Obsession. You’re gifted at solving customer issues and making them feel important.
  • Great Attitude. You are willing to roll up your sleeves and do what needs to be done. This is not a ‘that’s not my job’ or ‘I don’t know how to do that’ environment.
  • Lots of Hustle. You like a fast paced, results oriented environment and possess a strong desire to just get things done.
  • Self-Directed. You can independently manage your time efficiently and effectively.
  • Eye for Design. You have a natural eye for what looks good, but are willing to accept that customers, and sometimes team members, have their own opinions.
  • Desire to Learn and Grow. You’re looking to accelerate your career trajectory and grow as we grow.
  • A People Person. You have a personality coupled with strong communication skills, both verbal and written. You like working with lots of different people and understand how to build and maintain relationships.
  • Technical Skills
    • Proficient in HTML & CSS, Javascript
    •  Photoshop, Illustrator
    •  Strong design skills and an eye for good responsive design
    •  A desire to learn and improve UI/UX skills
Bonus Skills
  • An understanding of front end development
  •  Experience with languages like: Javascript (especially jQuery) and/or Python
  •  Experience working with Bootstrap
  •  Proficiency with responsive web design (RWD) techniques
  •  A good understanding of some design techniques sketching, wireframing, prototyping.
Reach Out
Does this sound like you? If yes, please send a resume and cover letter to hr@silkstart.com. Only shortlisted candidates will be contacted for an interview. Thanks for your interest in SilkStart!