Digital Customer Happiness Manager
Remote
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