We are looking for a dynamic and driven individual to lead our Community Support Department and shape the way our communities interact with and benefit from our platform. In this role, you will build meaningful relationships with customers, guiding them through onboarding to success with our innovative solutions. You will be instrumental in helping customers unlock the full potential of our platform, creating strategies that drive engagement and spark creativity in how they use our tools. This position is about empowering communities to thrive and grow, all while promoting long-term partnerships and success.
The ideal candidate thrives in a startup environment and is excited to wear many hats as they contribute to the growth and success of a fast-paced, impactful company. They must have a passion for delivering world-class customer experiences and enjoy finding innovative solutions to support business growth. If you’re ready to be a key part of our team, we want to hear from you!
This is a 100% in-office position operating full time from 9AM-5:30PM EST.
Job Responsibilities:
- Community Onboarding - Partner with new customers to ensure a smooth and effective onboarding process, setting them up for success on our platform.
- Ongoing Customer Support - Deliver responsive and timely support, assisting customers as needed to help them fully leverage our platform.
- Customer Support Optimization - Develop and refine support processes that not only resolve customer issues but also identify opportunities to introduce new products or features, enhancing overall satisfaction.
- Campaign Template Library - Expand and maintain a comprehensive library of Campaign Templates that demonstrate the diverse ways customers can benefit from and engage with our platform.
- Cross-Department Collaboration - Collaborate closely with Sales, Marketing, and Product teams to share valuable customer insights, driving growth and alignment across departments.
- Platform Help Center - Oversee and update our Help Center, ensuring customers have easy access to clear, user-friendly technical support documentation.
- Upsell Opportunities - Design and implement targeted strategies to drive sales of QR Plaques and additional offerings to our existing customer base.
- Subscription Renewals - Proactively manage and promote subscription renewals, ensuring customers continue to see value in the platform and maintain long-term engagement.
Your Skills:
- Customer-Centric Mindset: You have a passion for delivering exceptional customer experiences and a deep understanding of how to align customer needs with business goals.
- Relationship Builder: Skilled at cultivating strong, trusting relationships with customers to drive engagement and loyalty.
- Excellent Communication Skills: Clear, persuasive, and empathetic communication, both written and verbal, is second nature to you. You know how to tailor your messaging to different audiences.
- Marketing & Upsell Expertise: You have a knack for identifying upsell and cross-sell opportunities, and you’re comfortable using marketing strategies to increase product adoption.
- Data-Driven Decision Maker: Ability to leverage customer data and feedback to shape strategies, improve the customer journey, and uncover new opportunities for growth.
- Creative Problem Solver: You’re resourceful and innovative when it comes to creating solutions that delight customers and enhance their experience with the platform.
- Project Management: You’re comfortable managing multiple projects and priorities, with a proven ability to meet deadlines while maintaining a focus on delivering value to customers.
- Collaborative Team Player: You thrive in a team environment, working cross-functionally with sales, marketing, product, and support teams to achieve shared goals.
- Tech-Savvy: Experience with CRM systems, email marketing platforms, and customer support tools. Familiarity with digital platforms and new technologies is a plus.
- Adaptability: You’re flexible and open to wearing many hats in a dynamic startup environment, easily pivoting when priorities shift.
- K.I.D.D.: Kind, Intelligent, Driven, and Desire to be a part of something bigger than yourself.
Benefits:
- Performance-based bonuses
- Dental insurance
- Health insurance
- Vision insurance
- Paid time off