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Are you curious about joining our team? Discover what it’s like to work with Buffer’s exceptional customer support team, where hiring is an intentional part of our journey. From day one, we’ve prioritized customer satisfaction as our core focus, ensuring each interaction is meaningful. Our dedication to delivering top-notch service remains unwavering, even after nearly 15 years in the industry. Our approach ensures everyone on our team takes ownership and continually seeks ways to create standout experiences.
Our diverse support team is composed of talented individuals from seven countries, boasting an average tenure of nine years. We’ve implemented a thoughtful four-day work week that allows for 24/7 coverage, reflecting our commitment to both our team and our valued customers.
Embedding Hospitality in Buffer’s Customer Support
At Buffer, customer advocacy is driven by a hospitality mindset. This approach ensures we deliver personalized, memorable experiences. Even when addressing customer frustrations, our focus remains on creating positive and lasting impressions. We aim to be the company people think of first for outstanding support. This involves being curious, intentional, and connecting personally with each customer.
Understanding Our Guiding Principles
Our approach is built on three guiding principles:
- **Awareness**: Truly understanding our customers to identify frustrations and opportunities for empowerment.
- **Clarity**: Ensuring our communication is clear, guiding our customers effortlessly toward solutions.
- **Empowerment**: Providing expertise, leveraging our knowledge to support customers effectively.
Building a Trustworthy and Flexible Team
Our team thrives on trust, ownership, and flexibility. We trust each member to foster meaningful connections with our customers and make decisions that put their needs first. The autonomy we promote encourages decision-making and confidence among team members, supported by a culture of collaboration and open communication.
Unique from others, our team operates without complex hierarchies. We prioritize seamless communication, ensuring that customer insights drive product improvements and support excellence. By increasing collaboration with different departments, we aim to enhance the overall customer experience.
Remote Work and Collaboration at Buffer
Our remote team spans multiple time zones, yet maintains a close-knit culture. With efficient systems in place, we collaborate as if side by side, using Slack as our virtual office. This open communication fosters teamwork and ensures that we’re always ready to help one another.
Collaboration doesn’t stop within our team—we work closely with Buffer’s Product, Engineering, Design, and other departments to ensure customer feedback informs our decisions. This approach keeps us connected to real customer needs and drives growth.
Growth and Development within Buffer’s Customer Advocacy Team
Buffer embodies the belief that customer support is a fulfilling career. Each team member engages deeply with customers, gaining skills that impact both their personal growth and our business success. Team members can choose their growth paths, specializing in areas like AI, billing, or product development. Our career framework allows for personal and self-led growth opportunities, ensuring you find your own path.
Being part of Buffer’s support team brings pride and purpose, with customer experience prioritized company-wide. Our emphasis on support excellence makes Buffer a standout workplace.
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