Job Description

Responsibilities

• Maintain a high standard of customer service and professionalism when communicating to customers via Zendesk
• Define and execute strategy to optimize Smrtft’s digital customer experience, deliver results, and oversee overall channel success
• Manage the strategic evolution of our digital channel program as well as identify and drive the use of other emerging online customer engagement tools
• Develop and implement methods and activities to increase customer experience, overall satisfaction, and retention
• Manage and lead a team of 2 digital customer service representatives
• Use data and opportunity-identification methodology to help prioritize the work needed
• Assist with the development of the digital roadmap and strive to meet quarterly OKRs
• Supervise performance toward key operational critical metrics and monitor progress
• Responsible for supplying content updates to the Customer Experience Training team to ensure materials are up to date and relevant
• Foster a culture of continuous improvement
• Provide team and leadership feedback

Qualifications And Attributes

• Undergraduate degree or equivalent combination of education and work experience. Graduate degree preferred
• At least 2 years relevant experience with Zendesk
• Excellent written communication skills and consistent track record to make sophisticated topics easy and engaging
• Self-directed, highly motivated, and proactive
• Methodical, analytical, and data-driven
• Thrives in a fast-paced, global environment where continuous learning is a must
• Able to quickly adapt to shifting priorities, demands, and timelines
• Passionate about innovating the customer experience
• Strong problem-solving skills
• Hunger for continuous improvement personally and professionally
• Driver of change and solution oriented – identify the opportunity and recommend solutions

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• Paid time off
• Work from home

Experience level:

• 3 years

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Education:

• Associate (Required)

Experience:

• Customer Support & Client Services Occupations: 2 years (Required)

Work Location: Remote

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