SHERPANY

Sherpany is a mission-led team dedicated to helping to create a world where teams lead together and every meeting counts with its state of the art meeting management tool. Every day, we support thousands of leaders at multinational enterprises and other large organizations in preparing and conducting their most important gatherings. Our work helps teams cooperate and collaborate more effectively, inspire each other and ultimately thrive. And we want to enable more of this.

Your mission - Bring a smile to our customers face :-)

As a Customer Support Specialist at Sherpany, you will be at the forefront of helping users—ranging from meeting organisers to decision-makers excel in their use of our innovative meeting management solution.

Through highly-responsive support, proactive training, and impactful problem-solving, you’ll empower users to elevate their meeting practices and unlock their potential to do excelent work.

You’ll deliver fast and reliable support to Sherpany users, helping them solve issues and maximize their use of our software. You’ll proactively assist users, conduct training sessions, and collaborate with internal teams to improve the customer experience. By managing support cases, maintaining knowledge resources, and staying up to date on the product, you’ll ensure users have a seamless and productive experience with Sherpany.

Your responsibilities:

  • Provide fast and reliable first-line support to Sherpany users, meeting response time targets (<10 seconds for calls, <60 seconds for chats, <10 minutes for emails)
  • Help users solve their challenges, ensuring they have a smooth experience with our meeting management software.
  • Run training sessions, webinars, and one-on-one calls to help users get the most out of Sherpany and improve their meeting practices.
  • Work closely with Sales and Customer Success Managers, sharing insights and responding to requests to improve user satisfaction.
  • Categorize support cases, identify trends, and report findings
  • Create and update FAQs, the Support Center, and internal guides to make support more efficient and scalable.
  • Test new features and updates to keep your product knowledge sharp and ensure accurate support for users.
  • Help with product translations and review in-app text to ensure language quality, providing “best-effort” translation services when needed.
  • Cover shifts when team members are on leave to ensure uninterrupted support for our users.

    What we'll love about you:

    • You are fluent (oral & written) in Dutch; English is on a good business level and German is a plus
    • You are able to quickly learn and understand Sherpany’s meeting management software, experience in CRM tools - Salesforce
    • You are skilled in identifying and resolving technical issues with a logical, solutions-oriented approach.
    • You're empathic and able to actively listens to user concerns, ensuring a positive and solutions-focused customer experience.
    • You have strong verbal and written communication skills, with the ability to simplify technical terms for non-technical users.
    • You thrive in a team environment, contributing to shared goals and supporting colleagues in delivering high-quality service.
    • You have excellent time management and task prioritisation to ensure all responsibilities are completed efficiently and effectively.

    What you'll love about us:

    • You will be part of an international company with a flat hierarchy where you can take on a lot of personal responsibility and your ideas are always welcome.
    • Your personal and professional development is important to us, which is why we offer financial support for further education, training, etc.
    • We value your well-being is important to us - our partner nilo.health supports you in this.
    • We work with new technologies and Apple MacBooks, which will be provided to you when you start.
    • Last but not least: Our corporate culture means a lot to us, which is why we regularly organize great team events and cultivate a value-oriented cooperation.

    Our recruiting process:

    1. Send us your online application
    2. First interview with the Talent Acquisition Specialist
    3. Second interview with Team Leader
    4. Final interview: Show us your skills & Get to know the team
    5. Offer 🎉

    Milestones for your first 6 months at Sherpany:

    1 month

    • At Sherpany, we acknowledge, understand, and believe that everyone learns and progresses at their own pace. While we have a pre-defined onboarding progression to guide you, we are flexible and supportive if you need more time or additional training to feel confident in your role. Your success is our priority, and we’re here to ensure you have the resources and encouragement to thrive—no matter your individual timing.
      • Week 1 - Get to know your team and tools
      • Week 2 - Job Shadowing and knowledge building
      • Week 3 - Assisted Job execution and support cases
      • Week 4 - Freestanding job performance and notes for special cases

    3rd month:

    • Understand Sherpany and its tools: Have a beginner-level understanding of the product and be familiar with the customer journey at Sherpany, including the tools and processes used.
    • Enable Users Effectively: Be confident in guiding users through support interactions and enabling them to maximize the value of Sherpany’s tools.
    • Navigate Resources and Information: Know where to find the information you need, how to get help from colleagues or resources, and where to contribute by creating or updating knowledge content.
    • Be Team-Ready: Fully integrate into the team, managing your responsibilities and collaborating effectively with colleagues.

    6th month:

    • Independence: You confidently handle support requests independently, taking full ownership of your tasks and responsibilities.
    • Value Contribution: You actively add value to the team by sharing insights, solving complex cases, and contributing to knowledge resources.
    • KPI Achievement: Consistently meet or exceed key performance indicators (KPIs) such as First-Time Resolution (FTR) and Customer Satisfaction (CSAT).
    • Internal Network: Build strong relationships across teams, including Customer Success, Product, and other internal departments, to improve collaboration and knowledge sharing.
    • User Training: Begin delivering training sessions to users, helping them maximize their use of Sherpany’s tools and improve their meeting practices.
    • Internal Team Support: Actively support internal teams (e.g., Sales, Customer Success) by responding to RFIs, sharing customer insights, and assisting with product-related inquiries.
    • At the 6-month mark, you will be a fully integrated and high-performing member of the team, contributing to Sherpany’s success and the satisfaction of its users.

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