Posted almost 5 years ago

Job DescriptionAbout Toptal

Toptal is a global network of top talent in business, design, and technology that enables companies to scale their teams, on-demand. With $100+ million in annual revenue and triple-digit growth, Toptal is the largest fully distributed workforce in the world.

We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun (see this video from The Huffington Post). We see no borders, move at a fast pace, and are never afraid to break the mold.

Position Description

You will be a first point of contact for Toptal clients and talent on any and all issues that may arise, and will be responsible for maintaining the company’s commitment to world-class client experience, solving problems quickly and calling in appropriate parties as necessary.

This is a remote position that can be done from anywhere. All communication and resumes must be submitted in English.

Responsibilities:

• Work closely with the Head of Client Experience and the client experience team to ensure the experience of Toptal clients and talent is world-class and completely smooth throughout all phases of engagements.
• Take inquiries via Toptal’s phone lines and other written communication channels including chat and e-mail to address all questions and problems accurately and rapidly.
• Track, analyze, and report on customer service metrics.
• Identify areas for improvement in Toptal’s client experience policies and brainstorm innovative solutions with an eye for long-term efficacy.
• Communicate effectively with clients and address issues rapidly and fully, either on your own or by pulling in other relevant parties and seeing the problem through to its full resolution.
• Work closely with the accounting and HR departments to identify the roots of potential problems and develop solutions that are sustainable and effective.
• Participate in weekly team meetings and strategy sessions.
• Communicate constantly with teams via Zoom.

Requirements:

• A strong history of successful customer service and technical support experience, preferably in a team setting.
• To excel at this position, you must be energetic and proactive.
• You must be able to work without much supervision and manage your time and resources efficiently.
• Excellent English communication skills, both written and verbal.
• Flexibility in preferred working hours is a big plus.
• Knowledge in the software development field and basic experience with accounting are both strongly preferred.
• An extensive history of successful customer service over a variety of communication channels. Experience over phone and email is a must. Experience over chat is a plus.
• An understanding of HR and billing best practices, and a strong ability to integrate that understanding into customer service policies.
• An excellent ability to quickly understand Toptal’s organizational structure and internal processes, and a knack for being able to quickly determine who relevant parties for a particular issue might be.
• You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.