Company Background
Mailform is technology company, building automation software for physical mail pieces by managing postage, logistics and data for our customers. We enable individuals and teams to easily send physical mail and integrate into the systems and software which their data and documents live. Our solutions are focused on creating an easy transaction process, drawing information from disparate sources, resolving complexities of many to many mailings and providing both reliability and analytics information.
Snail mail is well on its way to being easy to use on the internet and our goal is to integrate and simplify the ecosystem of 50bn+ documents which are sent by major carriers in the USA alone. We want to change the way in which both individuals and companies engage with forms and mail by bringing them online and making the process effortless.
Role Specifics
Day In The Life
In this role you'll get ...
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Identify the important parameters that affect both the quality of customer experience
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Design processes to resolve inbound email and phone inquiries from customers, from step by step instructions to escalation frameworks and bug fixes
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Produce internal and external knowledge base documents which promote automated problem resolution
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Build out a team responsible for facing off to all customers and be personally responsible for the progress of our newest and largest customers
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Work with the founders of the company to improve and add new products and services based on customer activity
Must-have Skills
On day one we'll expect you to...
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Must have experience dealing with small business or institutional customers
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Must have direct and illustrative communication skills
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Must have the ability to incorporate long term organizational goals into evolving daily activity
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Must always support evidenced based and systematic methods to making meaningful change
What Separates The Best Candidates
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Has experience negotiating software services agreements
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Has some comfort with commonly used productivity and engineering tools (github, jira, slack, excel etc)
Our Team Culture
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We are honest in our dealings with our customers
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We use data to help build trust and forge value with customers in order to solve their most painful problems
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We engage with customers with a high level of attention to detail
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We treat customers fairly, but we understand that customers who contribute to growing our ecosystem are the most valuable
Why Join Mailform Now?
As an early member of the Mailform team (currently 6 ) you will have a significant impact on the direction, culture and eventual success of the Company. We envision this role as one that grows into a lead role in which you’ll eventually hire and grow the customer success functions and processes for the company. We are a small group and treat all of our new employees as members of a family. In practice, this means that we share common goals and argue vigorously to achieve them with the guiding principle that our relationships and achievements are bound together.
- We dream big
- We are honest
- We demand results
More About Our Benefits
We’re based in the USA and we are focused on providing for the needs of our employees.
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Flexible Vacation - its your responsibility to do what's necessary and take time when you need it.
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We’ll provide your equipment
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We believe everyone should have Medical / dental and vision coverage and we’ll make sure we work to provide this.
