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Full-Time

Customer Success Specialist

Tech Support-Starting at per hour, Hybrid/mostly work at home

Updated on 10/1/2024

SimpliSafe

SimpliSafe

11-50 employees

Customizable home security systems and monitoring

Consumer Software
Consumer Goods

Compensation Overview

$20 - $21Hourly

Junior, Mid

Richmond, VA, USA

Hybrid position, mostly work at home.

Category
Customer Success
Customer Support
Customer Success & Support
Sales & Account Management
Required Skills
Communications
Quality Assurance (QA)
Customer Service
Requirements
  • 2+ years in customer service or technical support, with a proven ability to resolve inquiries effectively.
  • Strong understanding of consumer electronics, especially in home security systems.
  • Eager to learn new products and features, with a keen interest in technology and home security.
  • Approachable, empathetic, and a good listener, with strong oral and written communication skills that allow you to engage comfortably with both individuals and groups.
  • Ability to contribute to an inclusive environment by respecting differences and fostering curiosity among team members.
  • A genuine passion for helping others, backed by knowledge of customer service metrics (NPS, CSAT, QA, oFCR).
  • Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.
Responsibilities
  • Provide top-notch phone and chat assistance, resolving inquiries quickly to achieve first-call resolution and high customer satisfaction.
  • Help customers understand their systems by providing clear, actionable troubleshooting guidance.
  • Collaborate with teams across the organization to identify opportunities for process improvements that enhance the customer experience.
  • Collect and analyze customer feedback to inform product development and service enhancements.
  • Keep up with product updates and industry trends to ensure you’re providing the best possible support.

SimpliSafe provides home security systems designed to protect homes and businesses from various threats, including intrusions and fires. Their product range includes security cameras, video doorbells, smart locks, and sensors that detect motion and broken glass. Customers can customize their security systems to meet their specific needs. SimpliSafe primarily targets residential customers but also serves small businesses. The company generates revenue through the sale of security hardware and subscription-based monitoring services, which offer 24/7 professional monitoring and emergency dispatch. What sets SimpliSafe apart from competitors is its wireless installation, long battery life, and features like visual verification of alarms, which can expedite police response. Their systems are user-friendly, often set up in minutes with step-by-step guidance. The goal of SimpliSafe is to provide accessible and effective security solutions for both homes and small businesses.

Company Stage

Seed

Total Funding

$587M

Headquarters

Boston, Massachusetts

Founded

2006

Growth & Insights
Headcount

6 month growth

4%

1 year growth

10%

2 year growth

26%
Simplify Jobs

Simplify's Take

What believers are saying

  • The introduction of AI-driven features like Live Guard Outdoor Monitoring and Smart Alarm Indoor Camera positions SimpliSafe as a leader in innovative home security solutions.
  • Strategic partnerships with companies like LifeLock and Horace Mann expand SimpliSafe's market reach and enhance its product offerings.
  • The appointment of Rebecca Zavin as CTO brings experienced leadership to drive further technological advancements and product innovation.

What critics are saying

  • The home security market is highly competitive, with numerous players offering similar products and services, which could impact SimpliSafe's market share.
  • Reliance on subscription-based revenue means that economic downturns or increased competition could lead to higher customer churn rates.

What makes SimpliSafe unique

  • SimpliSafe's customizable security systems and wireless installation set it apart from traditional, hardwired security solutions.
  • The integration of AI technology for proactive crime prevention, such as the Smart Alarm Indoor Camera, offers a unique value proposition in the home security market.
  • Their dual revenue model of hardware sales and subscription-based monitoring services ensures a steady income stream and customer retention.

Benefits

Health Insurance - A comprehensive plan provides peace of mind for you and your family.

Employee assistance program - Help through the difficult situations that come up at work and at home.

Tuition reimbursement - We want you to keep learning, so we’ll cover part of your tuition.

401(k) - Saving for your future in the present.

Unlimited vacation - Exempt employees take the time when you need it or want it. We mean it.

Life and disability insurance - Coverage for when you need it most.