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:
Weekly day range:
Work setting:
Education:
Experience:
- Customer Support & Client Services Occupations: 2 years (Required)
Work Location: Remote