Data-savvy customer support representative

Job Description

Better Reports is seeking a data-savvy customer support agent to provide world-class support for our rapidly growing SaaS app.

About Better Reports

Better Reports was founded in 2017.

We are a small team of highly effective individuals working across three continents.

Our product is a data analysis & reporting SaaS app, trusted by over 4,500 businesses.

We are on a mission to provide the best tool for analyzing data from popular apps and APIs.

Our app is currently available on Shopify, Stripe, and QuickBooks, and we are working hard to expand to other platforms.

You can find out more about us here - https://www.betterreports.com and the current app for Shopify here: https://apps.shopify.com/betterreports

About the Role

Job Type: Full-time, Remote

This is primarily a customer support role with opportunities for growth as the company expands.

Responsibilities:

• Reading and replying to customer queries through our helpdesk tool (HelpScout) and live chat for select customers.
• Assisting customers in creating and customizing reports, including formulas tailored to their needs.
• Helping merchants schedule and set up reports in Google Sheets
• Investigating and explaining report results, especially those related to financial data such as profit and loss statements, cash flow reports, and transaction summaries.
• Addressing feature requests, pricing inquiries, and general app usage questions.
• Record videos to demonstrate the functionality of the app that helps answer specific customer questions

Occasionally, you may also:

• Write documentation about various features of the app

• Jump on phone/video calls with larger customers to educate and walk through various features (this is rare)

Requirements

Required Skills

We value highly effective individuals who are passionate about their work and possess the following skills:

• Analytical Reading

You'll spend most of your time reading and replying to customer emails. You must be able to read a customer’s email and understand what they are asking, not simply what they are saying.

• Intelligible Writing

Excellent written English, with clear, concise, and grammatically correct communication. This is crucial for customer replies, product documentation, and internal communication.

• Problem-Solving

Tenacity in tackling new and unique report requests, considering various solutions to find the optimal one.

• Accounting and Financial Knowledge

Familiarity with accounting principles, such as understanding profit and loss statements, balance sheets, and other key financial metrics. Experience with QuickBooks or supporting customers in similar platforms is a significant advantage.

• Data and Numbers Enthusiast

Comfort and interest in working with data and financial reports. While deep technical knowledge isn’t required, an understanding of tools like Excel or SQL is a plus.

Preferred Skills

• Proficiency with data analysis tools such as Excel, SQL, Tableau, PowerBI, Google Data Studio, or similar tools. Familiarity with these tools will help you quickly adapt to our app.
• Experience in e-commerce, accounting, or finance. Familiarity with these domains will be beneficial as our reports often analyze orders, transactions, and financial data.
• Ability to create engaging screencasts for documentation and tutorial purposes.
• Familiarity with QuickBooks or similar accounting platforms.

Working Remotely

• Comfortable working from home or another remote environment, with a dedicated workspace and reliable, high-speed internet access.
• Proactive self-starter, capable of working independently with minimal supervision.
• Available and online during US working hours (North or South America time zones), with regular communication through chat and email.
• Strong written communication skills for both internal and external use.
• You will join our team as an independent contractor/sole proprietor and will be responsible for managing your own taxes.

Benefits

What You Can Expect From Us:

• Dedicated onboarding with screen-sharing sessions with team members.
• A supportive team with a transparent, public-by-default communication culture.
• Flexible work schedule with regular check-ins to track your progress.
• Fair compensation based on your skills and location.
• 25 days of paid leave annually.

We are looking forward to hearing from you!