Customer Experience Specialist (удаленная работа)

Вакансия: Customer Experience Specialist

Описание вакансии

We are a technology startup based in Vancouver, BC, Canada, with an international IT team that built a technology platform iGMS (vacation rental management software) for Airbnb hosts and vacation rental managers around the world. We are looking for a new Customer Experience Specialist to join our strong and empathic team of professionals.

Job description

In your role, you will provide incredible customer care to our current customers, offering a high level of service over chat, email, outbound phone, and video calls (sometimes). Quick summary of the work terms:

• 12-hour shifts, 5am to 5pm EST (11am to 11pm CET)

• 2 workdays followed by 2 days off

• This is the remote position. Working hours are tracked by Hubstaff .

Responsibilities:

• Building customer relations by providing extraordinary customer care via chat, email on a daily basis, and outbound phone and video calls per request.

• Follow up with customers regularly in their requests to ensure the correct solution was carried out.

• Develop instructions and tutorials for Help Desk, and document other communication including internal instructions, video scripts, sales pitches, etc.

• Craft marketing emails and blog posts related to the product or customer experience.

• Represent the voice of the customer to provide input into every core product, marketing, and sales process.

• Assist our current customers with newly launched features via video calls (upon new releases or per customer request).

• Troubleshoot technical problems and report the issues to the development and design team.

• Work in close collaboration with the tech and marketing teams.

Requirements

• MUST: Fluent level of written and spoken English.

• At least 2 years of experience in SaaS customer support, front line.

• At least 6 months of experience creating different types of content (blog posts, emails, instructions, website content, etc).

• Ability to multitask and juggle many assignments simultaneously.

• Stress tolerance and personal resiliency.

• Empathy, patience, and a positive approach.

• Excellent verbal and written communication skills.

Additional bonuses for:

• Experience with Jira, Confluence, HubSpot, MS Office, and Google Docs or its equivalents.

• Experience with WordPress or any other CMS.

We offer:

• A unique chance to work for an industry-leading product in vacation rentals industry

• Competitive compensation, depending on your work experience;

• Work in an ambitious, and professional team with a diverse and multicultural work environment;

• Full-time remote job;

• Opportunities for professional growth and development;

• An innovative environment with a good structure and resources;

• No bureaucracy, fast decision-making.