Project Support Specialist (Client Support)

Our vision & mission:

Paro is freeing business professionals from the constraints of traditional employment by empowering them to pursue meaningful work on their own terms. In turn, we are democratizing access to the business solutions that companies need.

What we deliver:

Paro provides flexible finance and accounting solutions to businesses via its network of highly vetted freelance experts. Through our proprietary AI-powered platform, we match clients with the best-fit experts to solve problems and drive growth. Our carefully curated expert community provides a range of financial services to clients, from basic bookkeeping and accounting to highly specialized corporate development and strategic advisory.

The Role:

This role will play an integral part in driving revenue through the continued support of clients and experts within our marketplace. You will be responsible for owning the customer experience through your: problem-solution mentality, organizational skills, and ability to help customers navigate relevant resources. In addition, you will also continually support the Customer Success team, Expert Operations, and all our clients through the lens of overall impact on revenue growth, client retention, and Expert engagement.

Core Responsibilities:

• Deliver high quality experiences across Paro’s entire customer and expert population
• Manage incoming correspondence from clients and respond after the necessary research with various departments
• Own SLAs, tools, and processes to deliver outstanding customer experiences
• Work directly with your Manager, our Operations Manager, to refine our communication and touchpoints with clients to help reinforce Paro’s value proposition
• Iterate and improve upon current processes through coordination with Expert Operations and Account Managers
• Assist with the continual improvement to our feedback and survey processes from Freelancers and clients in order to gain additional quantitative and qualitative insights to improve our service

How you’ll add value:

• 2+ years of experience in customer service or account management
• Empathetic: you understand the business needs of current and prospective clients
• Self-motivated, entrepreneurial, and will use creative approaches to get the job done
• A strong communicator (verbal and written)
• Technically proficient - ability to learn multiple software platforms (especially Salesforce)
• Solution-driven and excel at solving problems, particularly in collaborative, team settings

Who you are:

We’re more interested in how you add to our innovative community than formal education or experience. That said, you will shine in this role if you:

Believe that in order to be successful, you need to be surrounded with others who can be their authentic selves at work while driving forward the future of work with Paro. You value taking smart risks and having your colleague’s backs. You welcome challenges and are rigorous in ensuring all voices are heard. You are open to understanding each other’s experiences and communicating effectively together. At Paro we work hard, but we also want every employee to enjoy the journey. You work collaboratively, do the right thing, never settle and put your best work into everything you do.

More about Paro

Join us as we shape the future of finance work. A mass migration to a workforce without boundaries is already underway, with many leading analysts predicting that 50% of the workforce will be freelancing by 2027. We recently raised a $25M Series C funding round led by Top Tier Capital Partners, with participation from existing investors Madrona Venture Group, Revolution Ventures, and Sierra Ventures --bringing total capital raised to date to $67 million--, so we are ready and excited to invest in even greater growth as we disrupt the $500+bn antiquated finance and accounting industry!