ProPhone

Shopify for home service professionals

Customer Success

Location
Boston, MA
Job Type
Full-time
Experience
1+ years
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Shannon Kay
Shannon Kay
Founder

About the role

About ProPhone

We’re building Shopify for service businesses. We help service pros (e.g., cleaners, landscapers, painters) acquire direct business, fast. Up and running within minutes, our digital storefront products help pros get discovered, trusted, and booked repeatedly.

ProPhone is co-founded by Nick Ornitz (CEO) and Shannon Kay (CPO) with an excellent team of Matthew Konicke (Founding Head of Engineering), Dylan Stone-Miller (Founding Full Stack Engineer), Devansh Saini (Full Stack Engineer), Jonathan Stern (Full Stack Engineer), Michael Zhu (Growth Manager), and Ayo Coker (Business Development Representative).

We're YC-backed and seed-funded, and we’ve experienced rapid growth in 2022 with over 150% growth since January 1st across several hundred service businesses. We're looking for a Customer Success teammate who will play a pivotal role in developing strong relationships with our customers and subsequently our growth.

We care deeply about a culture that is inclusive and equitable for people of all backgrounds and experiences. We particularly encourage people from communities that tend to be underrepresented to apply, including but not limited to women, people of color, and people who identify as LGBTQ+.

We believe “great candidates” do not come about through simply a checkmark next to past experiences. We believe in hiring people not just skills. Even if you do not check every box but find excitement at the prospect of working with us in this capacity, please apply.

What you'll do

  • Create customer training and education materials, which may include how-to articles and tutorial videos
  • Build trust with our customers to learn their true thoughts on our product, advocating for customers and relaying findings to the rest of the team
  • Create and run initiatives to upsell, cross-sell, and move to annual plans
  • Manage customer needs, helping to update websites or answer questions
  • Promote customer loyalty, and obtain 5-star reviews for ProPhone

🎯 What we're looking for

  • 1+ years experience in customer success (a bonus if for SaaS company)
  • Comfort communicating with customers and understanding their needs
  • Advanced time management skills with the ability to multitask through a high volume of relationships / initiatives at the same time
  • Desire to work with or experience working with small teams in an agile, startup environment
  • Excellent written and verbal communication skills
  • Someone eager to learn and grow in customer success!

🤗 Who you are

  • Team player with a passion for learning
  • Self-starter who finds comfort in ambiguity
  • Goofball who loves having fun

🙌 What we offer

  • Competitive cash compensation + equity package
  • Monthly stipends for medical coverage
  • Signing stipend for technology and workspace enhancements
  • 401(k) plan (non-matching)
  • Unlimited vacation, 7 company holidays including election day, and 1 personal volunteer day a year
  • Opportunity to take on significant responsibility and ownership in scaling a product that can change the lives of home service pros
  • Fun-filled team that doesn’t take themselves too seriously, including virtual cameos from the team dog mascots Caro and Alta

🌎 Where you'll work

We're a remote-first team with optional office space in New York and Boston. You can view our website at prophone.com and learn more about our team at prophone.com/about.

Why you should join ProPhone

ProPhone believes that home service pros and small businesses are the backbone of the economy and have gone too long without the right technologies. We are enabling service businesses to grow their business online. In a way, we’re building Shopify for service businesses to (1) bring the business online with a website, (2) market the business, and (3) manage everything from one place.

ProPhone is co-founded by Nick Ornitz (CEO) and Shannon Kay (CPO) with an excellent team of Dylan Stone-Miller (Founding Full Stack Engineer), Matthew Konicke (Founding Sr. Backend Engineer), and Michael Zhu (Growth Manager). We're YC-backed and seed-funded, and we're looking for an engineering leader who can not only help us shape our product and engineering culture but also shape the company itself.

We care deeply about a culture that is inclusive and equitable for people of all backgrounds and experiences. We particularly encourage people from communities that tend to be underrepresented to apply, including but not limited to women, people of color, and people who identify as LGBTQ+.

We believe “great candidates” do not come about through simply a checkmark next to past experiences. We believe in hiring people not just skills. Even if you do not check every box but find excitement at the prospect of working with us in this capacity, please apply.

ProPhone
Founded:2020
Team Size:5
Location:New York
Founders
Shannon Kay
Shannon Kay
Founder
Nick Ornitz
Nick Ornitz
Founder