Position Description

We are looking for an experienced customer happiness manager with a track record of delivering 5-star customer service programs online. Our primary goal will be to build an all-in-one digital system for helping customers 24/7.

Key Responsibilities

• Build knowledge-base covering all common questions and answers – using existing email, social and 3rd party platform communications
• Integrate email, social media, 3rd party market and phone-based customer enquiries into unified online ticket desk
• Create chatbot for instant messaging customer service on website and Facebook
• Deliver ongoing customer service via email, social and external platforms, for all novel questions related to products, shipping and education – including liaise with relevant internal teams
• Discover new product and content opportunities by analyzing existing and future customer enquiries
• Analyze competitor company knowledge-bases and customer feedback portals for opportunities

Skills

• Setup and manage knowledge-base software – eg ZenDesk, Intercom etc
• Outstanding communication skills in person, via phone and email
• Synthesize complicated information from product team into easy-to-understand answers, including writing in plain English
• Basic understanding around automated customer service tech
• Work with our tech team to implement and fine tune digital system
• Attention to detail, especially in regards to product related enquiries
• Strong desire to help solve people’s problems
• Essential Stacks collaborative tech stack – Google Docs, Google Sheets, Slack

Education & Experience

• 3+ years experience in online customer service management
• Track record of delivering fast, clear and friendly customer service
• Bachelor’s degree in communications – or related degree

Bonus

• Interest in gut health – especially if formed through a personal journey with digestive health
• Experience in dietary health supplements industry or similar, eg ecommerce physical product company

Other Details

• Job type – full time
• Hours – 9AM-5PM PT
• Salary – negotiable based on experience & track record
• Visa – we are not currently accepting applicants who require sponsorship to work in the US