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At SurveyMonkey, we help individuals, communities and businesses communicate, collaborate and make informed decisions with our online survey solutions. We are building a team of highly-talented, passionate people to deliver innovative, easy-to-use solutions and provide excellent support to our customers.

Join us as we execute on our mission to enable thousands of people to participate in creative endeavors, garner essential insights into business and personal affairs, and make better plans and decisions in a fast-moving world.

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Sr. Customer Engagement Representative - Wufoo

Customer Operations


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Om SurveyMonkey

Founded in 1999 and based in San Mateo, California, SurveyMonkey is the world’s leading platform for turning people’s voices and opinions into actionable data — People Powered Data. Whether it’s with customers, employees, or a target market, SurveyMonkey helps curious individuals and companies — including 99% of the Fortune 500 — have conversations at scale with the people who matter most. It’s People Powered Data that allows them to understand not only “what” is happening, but “why.” SurveyMonkey’s 700+ employees throughout North America, Europe, and Asia Pacific are dedicated to powering the curious.


Wufoo, the fastest, easiest way to build amazing online forms that you can get up and running within minutes — no coding required. Wufoo also lets you collect online payments, generate dynamic reports, and more.

Customer Success

Are you a problem solver? A people person? A customer advocate? We’re looking for someone who is passionate about helping us live up to our promise to deliver the industry’s best customer support. Every day, we help our 20 million (and growing!) customers make smarter decisions, be it on the phone, over email, or through our Help Center, while thinking up new ways to do an even better job tomorrow. If empowering smarter, quicker, and easier decision-making appeals to you, help make it happen – apply today!

The Role

As a member of this high-performance team you will provide world-class service to Wufoo’s diverse customer base, resolving customer issues through multiple contact channels. You will address and resolve customer technical difficulties, product usage inquiries, and provide consultative support and recommendations to help our customers be successful in their current and future survey endeavors.Technical aptitude matters in the role, but not as much as the desire to make a difference on a motivated team.


  • Collaborate with customers by email to identify opportunities to make every user successful. This involves troubleshooting issues and recommending or explaining product and service features that are best suited to the customer’s needs.
  • Successfully resolve complex customer inquiries through the use of multiple customer support tools and personal product knowledge.
  • Ensure the highest level of customer satisfaction by providing quality issue resolution within the established response times and proactively adapts to needs of queue & service levels.
  • Address and escalate technical concerns; recreate site and tool issues as necessary; file bug reports.
  • Work with engineering teams to identify, recreate, specify, develop, and deploy operational changes to improve the customer experience and/or prevent or resolve issues.
  • Identify and evaluate opportunities to increase customer retention and satisfaction through the use of our products and services.
  • Contribute to the identification and development of opportunities to expand self-help in the application.
  • Work on projects to enhance team operations and improve productivity.


  • World-class customer service focus.
  • Strong oral and written communication skills
  • 1-2 years of experience in a customer-facing role, preferably for an Internet or e-commerce company
  • Flexibility with shift times
  • Familiarity or experience working with web technologies like HTML, CSS, Javascript, and APIs

As writing and communication skills are imperative to the customer experience all candidates for this role/job class will be required to complete a writing exercise as part of the interview process.

Must be able to obtain and hold government security clearance at the Reliability level.

At SurveyMonkey, we offer competitive salaries, medical/dental benefits, PTO, RRSP matching, and equity compensation.

SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Accommodations are available for applicants with disabilities.

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