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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

Apply Online

If your experience & skills are a good match, our team will contact you to organize an interview.