Job Description

About Bonusly

Bonusly helps your team improve engagement and adopt the behaviors that set them, and your organization, up for long-term success. We make employee recognition meaningful, habitual, and connected to what matters most—helping organizations build cultures where people want to stay and grow together. To learn more about working at Bonusly, check out our Un-Handbook:

Job Description

(Remote, US only)

As a Customer Support Specialist (L2) on our Customer Success Team, you will provide an unparalleled customer experience while investigating issues, providing solutions, and contributing to the success of Bonusly’s users. We are looking for someone with an ingrained passion for helping people, and a love for finding creative solutions. You will become an expert on the Bonusly product landscape, and be an advocate for the needs and concerns of our users. 

The work you do directly impacts the efficiency of the business. 

At Bonusly, you’ll…

• Execute a delightful day-to-day customer support experience- including responding quickly to questions (via phone, email, and occasional video) and following up on reported issues. 
• Assist customers with configuring integrations with vendors such as Okta (SSO/SCIM), ADP, Workday, BambooHR, and others.
• Empathize with the customer’s perspective to provide the best solutions aligned with Bonusly’s core values.
• Collaborate cross-functionally with Product and Engineering to report bugs, suggest improvements, and drive issue resolution.
• Identify patterns in support interactions, then take appropriate action to address these patterns.
• Help out with various Customer Success projects as needed.
• Maintain up-to-date documentation, FAQs, and guides to help customers self-serve integration issues where possible.

You should apply if you…..

• Have 3+ years of experience in a support role for a software product.
• Have 2+ years of working knowledge with web technologies, including APIs, SAML, and SFTP integrations. 
• Experience working with phone and video support. 
• Consider empathy and patience to be among your top strengths. 
• Enjoy anticipating customer needs and providing solutions before they’re needed.
• Have a strong sense for troubleshooting by asking the right questions and utilizing documentation to quickly provide solutions. 
• Have an aptitude for digesting and communicating technical concepts across audiences of varying technical ability. 
• Communicate with a professional, upbeat, and friendly tone. 
• Ability to prioritize customer and internal tasks well
• Appreciate being able to work autonomously.

Bonusly points for…..

• Experience on a support team at a SaaS organization
• Are able to read and write basic code
• Exposure to monitoring/logging tools like Datadog, Snowflake, or similar.

Compensation: 

• Salary Range: $65,000 – $75,000, paid hourly with overtime eligibility

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