OPEN FOR PHILIPPINE-BASED FILIPINO CITIZEN ONLY
Work Hours : Eastern Standard Time, Flexible with hours overlap
Pay Range : $800 - $1,200
About the company
Our mission is to operationalize direct-from-consumer data by becoming an always-on utility provider for customer insights.
We bring speed & scale to survey data, generating more responses in a week than many leading consumer insights tools generate in a year.
We are a seed stage startup backed by top investors including True Ventures, V1.VC, FiDi Ventures, Hawke Ventures, and more. Angel investors include the co-founders and early employees of Postscript, Recharge, Klaviyo, and more. We’re pursuing nimble and sustainable growth on the cusp of a customer relationship revolution.
Key Responsibilities
Key Responsibilities
- Intercom customer service chat support:
- Provide immediate chat support to all inbound chat requests
- Manage the chat and escalate to engineering when necessary.
Manage proactive outreach for our customers:
- Work with CSM to establish a timeline for outreach and follow ups
- Work with CSM on special projects with targeted outreach (Example: low response rate outreach, only one question being asked outreach, etc…)
Help with documentation:
- Write up documentation for commonly asked questions
- Document any processes put in place to help with onboarding new team members
Create reports:
- Create reports on outreach to help the Customer Success team track what is working and to help understand what reduces churn
- Report on chat volume, common questions, etc.
Qualifications
- 4+ years of experience in a Customer Support or equivalent role
- Excellent written and verbal communication skills
- Strong organization skills
- Experience working with Shopify
- Google Sheets, Hubspot, Intercom experience
- Experience with HTML and CSS
- Experience building reports
- Experience advocating for clients and escalating issues to the appropriate team when needed, and owning these issues until they are resolved
- Ability to prioritize multiple demands simultaneously
- Comfort working in a fast paced startup environment
