Careers at RemoteLock

Imagine using your phone to unlock the doors on your business or property and monitor who enters from halfway around the world. Whether managing automated guest and maintenance access, to a vacation rental property, or the IT assets of a Fortune 50 enterprise, RemoteLock is securely opening doors 100+ million times a year from the cloud.

RemoteLock is a leading provider of cloud-based access control and smart lock management software. Our cloud-based application, EdgeState, consolidates connected locks from different manufacturers on an easy-to-use SaaS solution enabling customers to remotely control access for guests, employees and support staff, saving time, money, and manpower.

We're a company with a 10-year track record of success and a start-up mentality. RemoteLock is fanatical about getting the right things done in a detailed and dependable manner. We are experts in the field with the humility to improve every day. We embrace challenges with open and honest communications and have the courage to always do the right thing. We value a healthy work-life balance and have fun being ourselves and serving our client base.

Customer Support Representative

As a Customer Support team member, the primary responsibility is supporting Remote Lock customer issues with the use of our web based software and the implementation and support of connected locks.

Accountability

Tier 1 and Tier 2 support for incoming client phone calls and emails
Taking ownership of client issues and resolving their primary concerns
Listening and clarifying customer concerns, determining the root cause of the problem and explaining in simple, understandable, and polite terms how to resolve their issue
Troubleshooting of lock hardware (including physical installation, connection to Wifi, and post-installation maintenance in Remote Lock software
Scheduling outbound client appointments for lock and software support
Providing direct expertise to customers on the use of Remote Lock Software as a Service offering to appropriate manage access to their properties and access users
Process customer warranty or refund claims
Maintain ticket information using Zen Desk, including but not limited to appropriate tagging of concerns, warranty and fulfillment information
Maintaining Customer Satisfaction Scores (CSAT) and follow-up with customers to address concerns resulting in improved CSAT
Work directly with individuals purchasing locks online to correct bad product reviews on Amazon
Minimize client cancellations due to service quality challenges

Requirements

Proven customer support experience, ideally with IoT (internet of things) products
Excellent Communication Skills (email and phone) and strong empathy and patience.
Strong phone communication skills; Clear annunciation, the ability to explain complex concepts in a simple manner, and active listening skills.
Customer orientation and ability to adapt/respond to different types of people and personalities.
Ability to multi-task, prioritize, and manage time effectively
Working knowledge of customer service software, ticketing system, databases and tools (Zen Desk and Net Suite are pluses)
Advanced troubleshooting and mechanical inclination
Attention to detail and excellent follow-up and research skills, along with an inherent desire to GET THINGS RIGHT THE FIRST TIME
Awareness of industry’s latest technology trends and applications, and Wi-Fi network knowledge a plus!

Email to apply

Director of Inside Sales

RemoteLock, the leading provider of cloud-based software for smart lock management and access control, is looking for a Director of Inside Sales. As a sales leader, the Director of Inside Sales will be responsible for designing and executing strategic sales plans, coaching, developing and motivating their sales team, and providing market-based feedback to marketing and operations on factors including costs and competition.

Our ideal candidate will master the art of communication and demonstrate exceptional negotiation and leadership skills.

We are looking for that athlete ― the individual who will navigate difficulties, remove roadblocks and cross the finish line ― it’s just how you’re wired. Interested? Keep reading…

Here’s what needs to be done:

Design and implement strategic plans to reach sales targets
Establish a sales training program to train new employees
Establish a sales coaching and development program to develop the existing team
Run daily/weekly stand ups and one-on-one meetings with team members
Lead and motivate the team to improve sales velocity
Lead and motivate the team to drive high NPS and decrease churn
Support detailed reporting of the sales pipeline including activity, risk and opportunities
Own sales forecasting by week, month, quarter and year
Work collaboratively with marketing to optimize lead funnel activity
Systematically return market-based feedback on products
Recommending changes in products, features, service and policies in order to always maintain our position as a leader in the market
Pitching in wherever you can and stretching yourself professionally – after all we are a fast-growing team!

What you’ll bring to the team:

Minimum 7 years of experience in a similar role with significant SaaS experience
Bachelor's degree in Business, Marketing, Communications, or related field
Demonstrated and verifiable ability to lead a team and meet/exceed sales objectives.
Results-oriented with strong analytical skills
Capacity to manage various projects and work to tight deadlines
Excellent negotiation and leadership skills
Experience setting sales goals
Deep understanding of CRM systems and best practices (we use Hubspot)
Proficient in Google Suite and Microsoft Office
Refined communication style – polished personal presentation with the ability to communicate in writing and verbally with a technically diverse audience
A drive to succeed – You are energized by the hunt, committed to the sales process, competitive with a “never-quit” attitude, determined to produce results and achieve assigned goals
Accountability for individual and Team performance - internally motivated to achieve your goals and inspire others to achieve their best as well

And what you’ll enjoy as a member of the team:

A competitive compensation plan and benefits
A collaborative environment with a supportive leadership team
The opportunity to contribute to a wildly fun and disruptive technology

Email to apply

Senior Writer and Editor

Are you a talented writer, editor, and storyteller? Are you passionate about writing clear, effective marketing content in a collaborative, fast-paced environment? Do you enjoy digging into the gritty details of complex topics and transforming it into compelling marketing content? If so, our marketing team has the perfect opportunity for you.

As RemoteLock’s senior writer and editor, you will ensure our written materials excel in their clarity, precision, and appeal. You’ll author content that drives customer engagement and reflects your passion for writing thoughtful, nuanced copy. You’ll tackle big, complicated ideas and translate them into long-form content like case studies, whitepapers, and web pages.

You will take pride in the quality of your work and have impeccable grammar and proofreading skills. You enjoy supporting others with strong content—providing coaching with outlining, structural edits, and proofreading. You’ll collaborate with a small marketing team and staff throughout the company. This position reports to the Chief Marketing Officer.

The successful candidate will start out in a fully remote role, given the current social distancing and working guidelines, and transition to a full-time, in-office position as circumstances change.

What You'll Be Doing

Writing long- and short-form content including industry articles, OpEds, white papers, blog posts, sales collateral, web content, emails, and other campaign assets.
Editing the work of others, including providing support with outlines, structural edits, and proofreading.
Researching and understanding new markets, customers, and products.
Interviewing stakeholders to gain insight and shape your writing.
Distilling complex ideas down into compelling, digestible content.
Discovering creative narratives and insights to bring your work to life.
Turning technical, sometimes dry, concepts into compelling marketing content, while adjusting your writing style and vocabulary to different audiences.
Being a proactive problem solver; when you encounter an obstacle, you find a way around it.
Working quickly and flexibly in a startup environment.
Can consistently apply AP and Chicago style standards.
As part of a small marketing team, other duties and projects as assigned.

What you will bring to this position

A portfolio of writing samples that highlight your exceptional work, including examples of websites, articles, case studies, advertising, and more.
Passion for your writing and a drive to always improve.
At least four years of experience as a marketing copywriter, preferably with experience in B2B, enterprise SaaS, or technology.
Ability to aggregate and synthesize large volumes of information from many sources.
Comfortable working through the ambiguity and change common in startups.
Well-rounded experience writing compelling headlines as well as long-form content.
Strong editing skills with an eye for detail.
Eagerness for collaboration and openness to feedback.
Great project management skills and an organized mind.
Bachelor's degree in journalism, or equivalent educational and professional experience.

Email to apply