Customer Experience Specialist

Deadline

Only accepting applications submitted by April 6th, 2020.

We are actively hiring for this position. This means if we find your application interesting we hope to reach out to you within a week.

Mission

Support our Customer Experience team to create the best and most delightful customer experience!

Expectations and Responsibilities

• Respond to all FreshDesk email support messages within a 24 hour time period
• Follow all LaunchGood guidelines and protocol to approve and or review campaigns in a timely manner
• Prioritize responses to tickets accordingly based on urgency, level of support needed, and complexity
• Escalate tickets as need be to CX managers in a timely fashion
• Work with CX managers to share feedback on ways to enhance current support process and decrease response time
• Report during weekly check ins around top issues in Freshdesk, bugs, requests, and yes even cool campaigns going live
• At times will be required to provide more front facing support such as direct chat with users or phone support
• Help users troubleshoot problems in real time and work with development and design team to clear out issues
• Create user friendly guides, breakdowns, and how to sections for help center along with video tutorials
• Document feedback to design and development team on user issues, bugs, and specific examples for resolution
• Maintain and update solution responses for CX team in content management system (Guru)
• Respond in a timely matter to all communication including emails, slack messages etc. within 24-48 hours
• Ratio of roles and responsibilities may change based on company needs
• Average of 40 hours per week for all LaunchGood related efforts with pre-scheduled shifts for support
• Check in on a weekly basis along with semi annual performance reviews on progress (3 months, 6 months, 12 months)
• Advocate for LaunchGood in your community by reaching out to potential campaigns on other sites as well as charities, organizations, and individuals.
• Join us for team retreats as need be (ie. Annual retreat in January, etc)

Competencies

• Experience managing customer support processes for at least 2 years
• Great decision-making skills and judgment. Aware of general Muslim community nuances/challenges
• Demonstrate strong communication skills and an ability to convey complex information in user-friendly ways
• Has worked with interdisciplinary teams such as developers or designers
• Strongly empathetic to the pain of users and great upbeat attitude
• Problem solver and strong tenacity to figure out solutions
• Consistently dependable with shift times and schedules
• Growth mindset, flexible to grow and learn as products evolve, processes change, and new problems/solutions arise