The ideal candidate is responsible for leading a team of trained product experts who provide our customers with a delightful, frictionless experience.
- answering customer emails and eventually training and managing a team of contractors or FTEs (as we grow and scale)
- Building and implementing support processes and documentation
- Rolling out & maintaining a new CRM
- Increasing customer satisfaction and retention
- Setting strategic goals and sharing them with the larger team
- Tracking SLAs & other important KPIs/metrics which tell us how we’re doing
- Turning customer interactions into actionable feature & product roadmap improvement suggestions
Who You Are:
- You have 5+ years experience in customer service or customer success with 2+ years in a management position.
- You have experience managing a CRM like Zendesk, Freshdesk, etc. & are proficient with other customer support tools (Intercom, Olark, Front, Google docs, etc.)
- You thrive in environments which require a high level of ownership and proactive problem solving
- You have an incredible level of integrity and want to help build a product and company that genuinely helps people
- You have excellent communication and interpersonal skills: empathy, listening, and the ability to deliver meaningful and actionable feedback in all situations
- You are an excellent listener and feel comfortable in written, spoken, and video conversations
- You have superb conflict resolution skills and know how to keep heads cool while making people feel heard and understood
- You have a positive, can-do attitude and no challenge is too big or small
- Experience in a high-growth startup highly preferred
Job Type: Full-time
Pay: $19.00-$26.00 per hour
Schedule:
- 8 hour shift
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