Customer Experience Remote Jobs

44 Results

24d

Customer Success and Experience

VAWAABrooklyn, NY Remote
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VAWAA is hiring a Remote Customer Success and Experience


The Customer Success and Experience role is an opportunity for an entrepreneurial people person to help deliver the best end-to-end experience to VAWAAs global community and customers. Ideal for someone with art history/craft and global travel experience.

You will be part of the core team at VAWAA.com(Vacation With An Artist) building the first world school for personal and creative transformation that enables anyone to explore and book apprenticeships with master artists & makers around the world – the fingerprints of humanity and agents of change.

Your work to bring delight to customers and turn them into evangelists will be at the center of the VAWAA experience. It will reach a global community of people driven by passion and purpose across 45+ countries.

You'll be joining an early stage startup founding team, led by a purpose driven founder, at a major inflection point in the growth of the company with a massive demand for travel as the world opens up. We've won the 2019 prestigious Webby Award for Best in Travel Websites, have 98% 5-star guest ratings and been featured in New York Times, Washington Post, WSJ, Travel & Leisure, Artsy and VICE.

Why this role is unique

  • Build A Product and Community:Your work delivering end to end customer support and experience will be a major part of the product experience. You will work with a cross-functional team to build a revenue-producing product vs. be one of the many customer support personnel at a large organization.
  • Inside View of Transformational Experiences - The role is an interesting way to explore the world and learn about different art processes. You will get to learn from master artists, see across multiple cultures, and become a knowledge expert in frontier areas like transformation based experiences, creative wellness, startups, leadership, and growth in a very short period of time.
  • VAWAA Network: You will be plugged into VAWAA's global community of master artists/ makers and fascinating people from a variety of creative backgrounds.


What we're looking for

An entrepreneurial people person with 1-3 years of professional experience working at a startup or agency, and the following capabilities:

  • Ambitious. Drive to build from the ground-up and play an integral role in shaping VAWAAs future.
  • Cross-Cultural Communication.Ability to distill and communicate complex information in simple ways to non-English native speakers - verbally and written.
  • High EQ.Ability to anticipate people needs and be able to bring them deep joy through timely, helpful and thoughtful service.
  • Sales/Customer Service Experience.Comfort with sales and experience providing customer service through email, live chat or customer service platforms like Help Scout, Zendesk, Intercom.
  • Energetic & Organized. Can shift between multiple work streams and projects while staying organized and delivering with speed.

    What you'll do

    • Understand the VAWAA community, build relationships and create long term loyal customers – via website bookings, Instagram, Facebook groups, Twitter and hosting online sessions.
    • Advocate and act as VAWAA’s personal cheerleader explaining to customers why we can meet their specific needs.
    • Exceed and provide a delightful customer experience for all bookings. (We’re talking 20 on a scale of 1-10).
    • Close sales with customers interested in booking by helping them through their decision process, providing personalized recommendations and follow ups.
    • Accurately process, confirm and manage all customer bookings.
    • Manage booking payments, refunds, rescheduling, cancellations, promo codes, gift cards.
    • Manage customer and booking related communication with artists.
    • Prepare customer for travel and VAWAA experience.
    • Communicate proactively with customers and artists using various platforms (Example: Email, Chat, IG, Customer.io, Mailchimp)
    • Encourage & manage post-experience feedback, photos, and reviews.
    • Identify opportunities to upsell.
    • Generate loyal repeat customers and referrals.
    • Work with the Marketing Manager to share customer stories.
    • Monitor metrics, provide customer feedback and translate learnings with actionable recos to VAWAA team.
    • Optimize booking flow to reduce friction and scale operations.
    • Work with team to scale human & personalized aspects of customer interaction.
    • Develop and execute community building strategies that support growth, community engagement, product support, and partner initiatives.
    • Work efficiently with the tools we use daily to work: Slack, Google Documents, Trello etc.


    What you can expect

    • We are here on a mission to lead the way for best experiences in our category. We will grow with urgency, but thoughtfully.
    • You will be part of the core team that shapes VAWAAs future.
    • We have a strong culture of curiosity, creative thinking, ALWAYS learning and being our best self. It allows us to deliver excellence and dedication.
    • Our founder has a heart forward, purpose-driven leadership style. We make everyone feel loved, welcome and safe.
    • We take ownership at all levels by leading with truth, optimism, tenacity & courage. We do not make excuses.
    • Health and dental benefits.
    • Working at VAWAA means one VAWAA experience every year - on us, plus swag.
    • You will enjoy an immediate global community of master artists/ makers and fascinating people from a variety of creative backgrounds.
    • Salary range based on experience and circumstances is 45K-55K and stock options. For candidates with significant experience, we can discuss additional equity compensation.

    We are based in New York, but open to remote applications from within the US.

    Tip: Cover Letters that include a link to a short 5 min video explaining why you are the best person for this role will be given preference.

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    As a Equal Opportunity Employer, VAWAA will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.

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    +30d

    Customer Experience Practice Lead

    ServiceNow75 Wyman Street, 2nd Floor, Waltham, Massachusetts, United States, Remote
    Dynamics

    ServiceNow is hiring a Remote Customer Experience Practice Lead

    Company Description

    ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

    We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

    Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

    Job Description

    Job Description
    The Customer Experience Practice Leader will be accountable for cultivating, engaging with, and scaling an ecosystem of partners who are best positioned to help clients fundamentally transform their customer experience. Transforming the customer experience is one of the most pressing issues that business leaders face today and, as the defining enterprise platform of the 21st century, ServiceNow is poised to be the platform of choice to tackle this critical imperative. But we will not do it without a robust partner ecosystem and that’s exactly where this role comes into play. This leader in this role will join our Alliance & Channel Ecosystem (ACE) team who is at the forefront of driving ServiceNow’s growth to $15B and beyond.

    The Customer Experience Practice Leader will work in concert with the business unit leaders, the solution sales organization and product marketing to bring the partner ecosystem to life. Key targets will center on: net new logos, referenceable customer stories, partner practice capacity and capability, and – most importantly – partner sourced revenue. This is a high-profile position providing a significant platform for professional growth & business impact.   

    Primary Focus:

    • Evangelize the power of the ServiceNow platform in transforming customer experiences across the partner ecosystem
    • Building and scaling a partner ecosystem dedicated to transforming customer experiences
    • Developing relevant offerings and solutions around customer experience with identified partners
    • Creating referenceable customer stories that communicate the power of ServiceNow + partners in helping clients to transform their customer experiences
    • Staying on top of the trends in customer experience to make sure we continue to work with the best thought leaders across the partner ecosystem to bring the power of the ServiceNow platform to life

    Additional Responsibilities: 

    • Work directly with global leaders from the assigned partner(s) to develop joint practice development programs that includes investments in practice development, repeatable selling assets, reference architectures and the development of product line & industry solutions for ServiceNow.
    • Work with the ServiceNow ACE team members to execute practice development plans in targeted markets to drive certification growth and deliver customer success.
    • Work with Solution & Product Marketing to develop strategies including customer segmentation, positioning/messaging, sales strategy and tools.
    • Maintain dashboards of KPI’s that communicate the effectiveness of identified programs and investments.
    • Ensure effective and timely internal & external communication and coordination of ServiceNow ecosystem strategy & capabilities. Serve as a key contact point for Customer Experience partner(s) engaged with ServiceNow.
    • Package & promotion of ServiceNow success stories (external / internal use including discovery of in-depth back story for internal education).
    • Integrate industry focus to Customer Experience practices.
    • Closely monitor competitor activity and report on opportunities, obstacles, challenges and red flags that may hinder ServiceNow from integrating ServiceNow solutions with target Customer Experience partner go to markets.

    Key Success Metrics:

    Success as the Customer Experience Practice Leader is focused on four key areas:
    -  Ability to integrate ServiceNow solutions into targeted partner Customer Experience go to market motions

    • Partner’s co-investment in ServiceNow practice development
    • Partner Customer Experience NNACV Pipeline: New registered Customer Experience pipeline & closed Partners Sourced Net New ACV (NNACV)
    • Partner & ServiceNow Customer Experience net new customer logos

    -  Partner thought leadership mentions with ServiceNow on Customer Experience including Customer Experience success stories & references.

    -  Partner Quality metrics focused on:

    • Customer product adoption
    • Customer usage/consumption
    • Partner deployment customer satisfaction survey results.

    Qualifications

    Requirements:

    • Consultative background
    • Customer Experience focus at a GSI or leading the Customer Experience for an enterprise company
    • Understanding of Alliance and Channel ecosystem development, partner operating models and market dynamics
    • Experience managing projects/portfolios and understanding project success
    • Demonstrate the experience to lead in a matrix organization
    • Track record of consistent performance
    • Strong executive presence

    Qualifications

    • The ideal candidate will have 10 plus years of Customer Experience background
    • High level of communication skills, both written and verbal
    • Diligent at measuring and communicating progress to achieve targeted business results, identifying obstacles and associated remediation plans
    • The successful candidate will be adaptable and flexible, able to work and thrive in a highly dynamic environment
    • Bachelor’s degree a requirement.  MBA and/or Technical undergraduate degree a strong plus.
       

    Additional Information

    ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

    If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

    For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

    Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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    Formstack is hiring a Remote SVP of Customer Experience

    Formstack transforms the way you collect data and put it to work. 

    We are looking for an SVP of Customer Experience to help us accomplish this mission! 

     

    Formstack is a 15-year-old company with roots in Indianapolis. Our customers span 110 different countries, and our employees live and work across the U.S. and the globe. We provide a work environment that is flexible and provides great freedom for those who can perform. We are seeking people who demonstrate an ability to work effectively with individuals from diverse cultures and backgrounds.

     

    Who You Are:

    You are a great leader, listener, decision-maker, and can think on your feet. You believe people should lead by example. You have great attention to detail and enjoy driving the vision and strategy for the ownership of the customer experience throughout Formstack. You understand how to work well with other departments and not lose track of making sure the customer is your number one priority. 

    At the end of the day, you know that every customer is attempting to reach an outcome and it is our job to get as many to that goal as possible. Along the way you also know that through strategic conversations, you can uncover more ways for us to create successes through time saved in a customer’s world. Each customer has their own journey but you believe that there are patterns around which we can build important systems to support customers' success and growth with Formstack.

    The Senior Vice President develops the organization's customer service strategy and manages the overall performance of people and processes to achieve the highest levels of customer satisfaction. You aren’t scared to make mistakes and try new things to achieve your objectives. You are comfortable not always knowing the answer.

    You have a feverish desire to solve customer problems and help navigate the obstacles that may stand in their way. At the same time, you know that what's best for the company may not always be in line with each individual customer and result in tension. You are the one that loves to create outcomes that find the middle and create wins for as many customers as possible. 

     

    What You’ll Do:

    • You will report directly to the CEO and work with the leadership team to ensure customer and company objectives are thorough and attainable.
    • Build a vision for how we deliver customer care and support the customer’s journey. Identify and recommend the processes and technologies needed to enable this vision. Advocate for these initiatives and be able to set goals, plan, and implement as needed to achieve the goal.
    • Support and work with the Director of  Customer Success to continue to build and grow a high-performing Customer Success team.
    • Support and work with the Director of Customer Support in developing a department that balances the high volume needs of customers while providing delight in every experience.
    • Support and work with our Professional Services team to support customers in reaching their desired outcomes.
    • Mentor and grow other members of the customer success, customer service, and professional services teams.
    • Identify and analyze key metrics/performance indicators to measure customer satisfaction, quantify customer issues and determine the success of changes.
    • Drive team building, training, and retention within Customer Success, Customer Support, and Professional Services. 
    • Establish a high bar for performance and create a culture that produces excellent, measurable results.
    • Oversee the quality and tone of our interactions with customers by setting standards, developing training, and coaching the team on how to implement it.
    • Deliver meaningful changes to process, content, and/or technology that enhance the customer experience.
    • Work cross-functionally with sales, marketing, and product to ensure smooth customer experiences.

     

    How You Will Succeed:

    • You will set clear goals, expectations, and objectives.
    • You will work directly with the leadership team to gain momentum on customer efforts.
    • You will lead regular meetings with managers and leads to ensure transparency between multiple brands and teams.
    • You will develop team member success plans for current and future team members.
    • You will be comfortable having tough conversations when needed.
    • You will dive headfirst into processes to look for improvements.
    • You will provide guidance and remove obstacles to ensure that teams are meeting their goals.
    • You will identify staffing and project-related resource needs to avoid bottlenecks and to accommodate company growth.
    • You will lead by example and be able to motivate others through tough situations.

     

    What We’re Looking For:

    Passion for the consumer and the product:The SVP of Customer Experience candidate should have a true passion for customers, customer success, customer service, and the products you are selling. You understand what a successful customer looks like and can express that to the organization.

    The ability to overcome client issues:The SVP of Customer Experience is responsible for ensuring positive, mutually beneficial interactions between clients and our internal teams. When these engagements are less than optimal, you have the ability to rally the team and client to remedy the situation.

    Being the voice of the customer:The SVP of Customer Experience should have experience working with multiple departments across an organization to ensure that every single department – no matter how far they are from customers – is aware of and dedicated to the goals of the customer experience team. You know that the ultimate success of customers results in them succeeding wildly with our product and so will show other departments how they can better retain customers through stronger product, better support, or better communications with customers. 

    A knack for creatively solving problems:The SVP of Customer Experience should have the ability to hear everyone’s opinions while making a clear, focused decision that doesn’t lean too far in one direction. You should be creative, thoughtful, and able to juggle multiple opinions without getting overwhelmed. You understand that at times the best customer solutions and their eventual success will come from unique solutions provided by Professional Services. You will find ways to insert PS at the right key moments for a customer. 

    Understanding of the Enterprise customer’s needs:The SVP of Customer Experience should have the ability to design the programs and next steps for Formstack to support our Enterprise customers with elegance. Your history in working with small and larger businesses, understanding their unique business problems, and required support will help you guide us to the next level of Customer Success and Support.

     

    Salary Range: $160,000-$170,000 per year + Variable bonus(up to 20% of base salary)

     

    This is a Remote (work from anywhere) position.

     

    What Formstack Offers:

    • Free health plans, as well as company-paid Dental, Vision, Disability, and Life Insurance Benefits for US and Canadian full-time employees.
    • Unlimited PTO for all employees.
    • Retirement accounts with company matching for US and Canadian full-time employees.
    • The most up-to-date technology, including company-issued Macs, the latest software, and other tools needed to excel at your job
    • Company-paid conferences and extended learning opportunities
    • Yearly company gatherings

    Want to learn more about who we are and what we value? CLICK HEREto hear from some current Formstackers about what matters most!

    Formstack is proud and dedicated to providing Equal Employment Opportunities.

    Formstack maintains a policy that Equal Employment Opportunities be available to all persons without regard to race, gender, age, color, religion, national origin, ancestry, citizenship status, disability, sexual orientation, gender identity, genetic information, union affiliation, veteran status or any other characteristic protected by law. This means we do not discriminate in any aspect of employment based on any of these characteristics. This policy applies to all applicants and employees through all phases of employment, including but not limited to hiring, promotion, treatment during employment, demotion, and termination.

    Salary ranges are determined by industry research and trends. Individual salaries are based on skills, experience, and geographical location.Compensation is reviewed on a regular basis and adjustments are made accordingly.

    All data collected in our application process from resume collection to application questions is used for recruitment purposes only. We will store it in our applicant tracking system, JazzHR, and will not share this data with anyone else. We will keep your data until the role is filled and only continue to store it if we feel you may fit future roles.

    Thank you for your interest in Formstack!

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    +30d

    Strategy Analyst / Customer Experience

    Armut Teknoloji ASIstanbul, Turkey
    sqlDesignpython

    Armut Teknoloji AS is hiring a Remote Strategy Analyst / Customer Experience

    Armut is a leading local services marketplace with over 400,000 professionals across 3,000 categories and has seen over 1000% revenue growth in 5 years. Our purpose is to make it easy to find good quality, trusted providers by using the latest technologies and machine learning algorithms. We have served 5 million customers with 99% customer satisfaction in 8 different countries. We are the market leader in Turkey, as well as, Romania and Egypt with the HomeRun brand. We are growing in UK and will launch in more exciting European markets in 2021, in our quest to be the leader of the Europe and Middle East local services market, a one trillion dollar opportunity.

    Our strength is rooted in our core values: always putting our customers first, solving problems with data, and continuous learning. We offer a world-class startup environment where entrepreneurial spirits speed up their careers. Our like-minded & dynamic team members are the best in their class with international experience.

    Thanks to our unstoppable growth, we are looking for new superstars who share our passion to transform the way people find local services. Join us on our journey to be the world-leader local services marketplace!


    You will

    • Be voice of customer at scale; end-to-end ownership of building the best experience for our customers with your partners across category, product, data science, marketing,and customer service teams;
    • Translate experience components into specific analytical questions to be answered with data using statistical methods; working with engineering to produce the required data when it is not available;
    • Continuously turn your analytical findings (further deep dive through customer interviews when required) into actionable solutions and lead execution of these solutions to improve Net Promoter Score (NPS); 
    • Build, operationalize and continuously improve predictive models based on user data (category, product, contact centre etc.) to understand experience drivers and retain customers by giving accurate prediction of NPS, LTV ( lifetime value) and other relevant metrics;
    • Design iteratively dashboards to monitor data real-time and report on KPIs, revise definition of metrics as business challenges and data evolve.
    • Present critical data in a format that is immediately useful to answer questions about experience and how we can improve relevant success metrics
    • Clearly communicate roadmaps, progress and challenges to senior management and cross-functional teams

    You have

    • Bachelor's / Master's degree in a quantitative field such as Engineering, Economics, Statistics or Computer Science;
    • Preferably full time or internship experience in Consulting, Customer Experience, Product Management or Data Science;
    • Strong problem solving skills with the ability to leverage a wide range of analytical techniques, data sources and tools to gather actionable insights on high-impact questions and share them in a concise and effective manner;
    • Strong judgment in building strategy, providing architectural direction and balancing long term strategic investments with near term business goals;
    • Experience in statistical techniques (clustering, regression etc.), knowledge of data querying languages (e.g. SQL) and statistical/mathematical languages (e.g. R, Python) is a plus, willingness to learn is a must;
    • Strong relationships building skills, ability to communicate clearly, collaborate with and effectively influence stakeholders;
    • High level English proficiency;
    • Hunger for knowledge including new technologies and skills;
    • Entrepreneurial spirit and courage to deliver results in a fast-moving environment with ambiguity and uncertainty.

    We provide

    • Competitive salary & performance bonus;
    • 100% ownership (We mean real ownership - Employee Stock Option Plan);
    • Freedom to test, fail and test again in a fast-paced environment;
    • Never-ending growth opportunities supported by learning & development fund;
    • Working environment where your success is not judged by a dress code or working hours;
    • Extra vacation time, flexibility to work from home;
    • Beach days, theme nights, sports & game events and any other onsite or remote social activity ideas you come up with.
       

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    +30d

    CXLA: Customer Experience + Tech Support

    WhymLos Angeles, CA Remote
    Bachelor's degree

    Whym is hiring a Remote CXLA: Customer Experience + Tech Support

    WHO ARE WE :

    We're building a modern commerce suite for messaging. An all-in-one solution that allows our brands to talk and transact with their customers in the same place.

    Whym.tech

    WHO ARE YOU:

    Join our team as a Customer Experience Logic Associate! You're a multi-faceted badass with passion and/or experience in the following:

    • Tech support
    • Sales
    • Customer experience / customer success

    You’re obsessed with providing best in class customer service, you aren’t afraid to think outside the box and you’re ready to take on a unique customer success+tech support based role.

    Requirements:

    • Bachelor's degree or equivalent combination of education and related experience
    • Multi-year experience in a customer facing role in one or more of the following areas: tech support, sales, customer success, at an e-commerce based company,
      • Bonus: experience in a CX role; both preferably with an e-commerce, text messaging first and/or subscription commerce company
    • Driven by sales goals, numbers and data
    • Fast-learner when it comes to new technology / systems - we'll train you but you need to pick it up fast!
    • Can comfortably navigate multiple platforms
    • Excellent written and verbal communication
    • Detail-oriented and extremely organized
    • Excellent multi-tasking and problem-solving skills
    • Customer service oriented and solution focused
    • Coachable, listens to and implements advice from manager
    • Must be available to work overtime, holidays, nights and weekends as needed
    • Typing Speed minimum of 50 wpm

    Intangibles:

    • Startup / entrepreneurial mentality
    • Deep empathy and obsession for delivering an amazing customer experience
    • High need for achievement and competition, loves to compete and win
    • Ready to go above and beyond
    • Creative and iterative mindset

    WHO WE ARE TOGETHER:

    Together our team creates a world-class customer experiences, challenges the norm, builds groundbreaking new categories and has a great time doing it.

    We're building a completely new approach to customer experience from the ground up through 1-1 conversational commerce.

    WHAT YOU'LL DO:

    • Foster and champion the 1-1 customer experience and conversational commerce approach within the Whym culture
    • Fully learn and comprehend the Whym systems to be able to provide outstanding tech support to our client's
    • Learn, understand and follow the Whym sales processes and identify areas for improvement
    • Skillfully assist and retain customers through positive relationship building
    • Troubleshoot technical and billing issues for customers
    • Meet and exceed service, accuracy, and productivity expectations
    • Communicate with team leads and/or management to correct and prevent customer complaints/issues
    • Continually help to improve customer experience systems
    • Radical candor: You care deeply, challenge directly, and thrive in an environment where feedback is received with gratitude. You understand that communicating where we’ve done well and where we can improve, both to your team and leadership, is an absolute necessity for our growth and future success.

    ✅ FINALLY: this is a part time position with the opportunity to scale to full time or even a team lead position as the company grows. The better you are at your job, the faster that happens! ????

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    ScentAir Technologies LLC is hiring a Remote Customer Experience and Sales Coordinator

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    • Provide sales administrative and coordination support to Japan sales manager and sales team
    • Provide regular sales report as required
    • Support Japan sales and marketing activities and events
    • Coordinate with HK and US on sales and marketing initiatives
    • Manage sales and marketing materials in the Japan office
    • Coordinate all translation and proofreading tasks working with internal colleagues and external vendors
    • Work with operations, customer service, finance and other departments when required
    • Receive, review and enter sales orders and contracts from clients and various company sales channels (local sales, national accounts, distributors, home consultants and website)
    • Compute and inform customer of unit prices, discount opportunities for upgrading their order, freight charges, shipping date, anticipated delays, and any additional information needed or requested by customer. 
    • Receive, research and resolve customer questions, complaints and issues, including equipment service issues
    • Receive and attempt to recontract and resolve customer cancellation requests
    • Implement Customer Satisfaction Survey to collect generate customer insights
    • Provide all round general administrative functions and clerical support, such as greeting visitors, answering phone calls, arranging mailing orders and courier services, arrange maintenance works for office facilities and equipment
    • Assist finance department for non-credential data compiling and miscellaneous
    • Participate in ad-hoc tasks assigned

     

    QUALIFICATIONS AND EXPERIENCE

    • Tertiary education
    • Strong tele-selling or telemarketing skills (not transactional selling).
    • Ability to manage multiple stakeholders across the business.
    • Result oriented, outgoing personality.
    • Fluent spoken English and Japanese.  High proficiency in written English and Japanese
    • Confident in communicating to customer virtually.
    • Understanding / articulating relevant business / technical trends to others in a way that is clear and understood by the audience. 
    • Computer literacy and familiar with Microsoft Excel, Word, and Powerpoint and Salesforce application is preferred
    • Working independently to manage one’s own time and resources in order to meet or exceed set objectives.
    • Communicate efficiently and effectively to superior and colleagues in all functions required a need to perform duties

    #LI-ST1

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    +30d

    Customer Experience Technical Analyst

    NetBase QuidUSA, Remote
    3 years of experiencesalesforcemobileapi

    NetBase Quid is hiring a Remote Customer Experience Technical Analyst

    The key focus of the Customer Experience Technical Analyst is to:

    • Develop, maintain, and apply up-to-date knowledge of the NetBase Quid suite of products, with a specific focus on technical aspects of these products;
    • Apply this product knowledge in the creation, delivery, and support of high-quality customer enablement assets, such as provisioned logos, premium content feeds, access to and support for the NetBase API, and Voice of the Customer/Data Uploader functionality; and
    • Provides technical support and expertise for asset delivery and other technical customer issues across the NetBase product suite.

    The Customer Experience Technical Analyst will use a combination of self-service and customized materials to create and maintain customers’ assets, and respond to and resolve customer questions and issues. The successful candidate will provide day-to-day technical product support and apply industry knowledge to ensure high customer satisfaction. The Customer Experience Technical Analyst is an individual contributor that works as part of a dispersed team. The Customer Experience Technical Analyst is part of the Customer Delivery function within the Customer Experience department.

     

    Principal Duties and Responsibilities:

    • Provide technical product support, mainly through email communications via our support console, and asset creation, delivery, and support, while maintaining high satisfaction ratings from clients and internal teams.
    • Ensure up-to-date knowledge of new features and processes across the NetBase Quid suite of products as new features, capabilities, integrations, etc., are released.
    • Independently research questions, issues, and asset creation/delivery/support processes. When needed, escalate issues for assistance within the Delivery function, the broader Customer Experience team, and the broader NetBase Quid organization (e.g., escalating issues to the Engineering team when needed).
    • Empathize with clients and provide explanations of technical processes and issues to audiences with varying degrees of technical expertise. Keep business solutions and client goals in mind.
    • Quickly address, identify, and respond to customer questions, issues, and requests within business SLA. Where questions, issues, and requests cannot be addressed or resolved quickly, provide updates to clients or internal contacts on regular cadence.
    • Provide product and Delivery process expertise to all NetBase Quid customers across the NetBase product portfolio. Be the source of technical truth on NetBase Quid products, particularly in relation to Delivery processes and responsibilities.
    • Learn, follow and further implement the customer support process. This includes issue escalation, troubleshooting, objection handling, and customer ticket management.
    • Learn and use internal NetBase Quid tools and platforms to understand entire picture and develop replies with accureate information.
    • Work as a liaison between customers, team leads, and NetBase Quid engineers, product managers, and other technical contacts, to communicate effectively about client questions, issues, and assets, as well as to provide thought leadership and feedback on roadmap features, customer feedback, and new product releases.
    • Shift gears seamlessly while prioritizing tasks, deal with ambiguous situations, and keep a calm demeanor when interacting with internal and external teams and clients.
    • Travel 1 to 2 times per year for internal company meetings and/or team onsite.

     

     

    Qualifications & Skills:

    • BS or BA degree.
    • 1-3 years of experience in SaaS applications and social media-related technologies with a proven track record of delivering client solutions. 
    • While software development experience is not required, the Customer Experience Technical Analyst must be comfortable interacting with and supporting a variety of technical subject matters and processes.

    Ideal Candidate:

    • Direct experience with hands-on premium support by providing excellent customer care and support at a software or similar high-tech company.
    • Prior hands-on experience with NetBase Quid or similar technologies.
    • Self-starter with desire to learn.
    • Values teamwork and clear communication.
    • Tenacity in problem solving and conducting research internally and externally to find solutions. 
    • Ability to multi-task and adapt to change quickly.
    • Excellent interpersonal communication skills, both written and verbal.
    • Remains calm in a fast-paced work environment.
    • Demonstrates thoughtful leadership in assessing problems and opportunities.
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    About the Company 

    NetBase Quid, headquartered in Santa Clara, CA, is the award-winning social analytics platform that global companies use to run brands, build businesses, and connect with consumers every second. NetBase Quid is a trusted partner to American Airlines, Arby’s, Coca-Cola, Ogilvy, T-Mobile, Universal Music Group, and YUM! Brands.  With continued stellar growth in 2021, we are expanding our Customer Experience Team with talented individuals that play to win, work together, and care about building a culture of respect, integrity, and agility – for amazing outcomes. 

     

     

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