Customer Relations Specialist
8 months ago
Job type: Contract
Category: All others
Please read carefully before applying. This position is 100% remote. Your timezone must have a minimum of 2 hours overlap with London (GMT)
SmarterQueue is a ground-breaking social media tool.
On average, our platform saves Customers over 8hours per week, and increases the effectiveness of their social media content up to 300%.
We are a fully remote team of 15, spanning the UK, Canada, America and Europe, building a tool which adds real value to influencers and marketers lives.
Respond to support questions, requests and complaints from our customers with a high focus on detailed quality.
Develop relationships with customers and proactively gather information on their needs to identify SmarterQueue features that could help them achieve their goals.
Identify and execute opportunities to increase customer loyalty and reduce churn.
Recommend best practices to the Customer Success Manager for the benefit of the broader company related to customer experience, operations, product, sales and training.
Support customer onboarding as required and help implement innovative processes to continuously improve onboarding.
Create, review and edit Knowledge Base articles.
Record and edit product explainer videos (including voice over).
Support periodic review and revision of Knowledge Base articles and videos.
Complete communication reports, and suggest improvements.
Support the Customer Success Manager in making strategic decisions regarding the operational performance and process optimisation of Customer Success as a function.
Partake in webinars.
Support onboarding and demo calls of prospects and new customers as required.
Support the research of prospective customers in the pipeline and support follow-up and closing requirement as required.
Support efforts in the referral and partner programme as required.
ABOUT THE ROLE
Part time and full time hours available.
Must be flexible regarding working hours.
Available to work weekends is a must.
You will work 100% remotely and report directly to the Head Of Operations & Customer Success.
You must have your own computer/equipment with a solid connection to the internet.
Experience & Requirements:
Bachelor’s Degree or equivalent experience.
Fluent in English, both verbal and written.
Strong verbal and written communication skills.
Excellent interpersonal skills.
Strong organisational skills with the ability to multitask projects from start to finish.
Passion and understanding of social media.
Love problem solving and are excited to learn technical skills and technical troubleshooting.
Critical Competencies for Success:
You are incredibly self motivated and driven to be the best version of yourself.
You thrive working remotely.
Credibility is earned at SmarterQueue through execution and getting things done.
You get into the details and deliver results under highest expectations on time and quality.
You thrive in a fast-paced, ever evolving environment.
Be ready to get hands-on with all aspects of the daily needs. The buck stops with you.
You have the flexibility to think outside the box.
You have the ability to foresee and identify the needs of the customer before they arise.
You take a creative and calm approach to challenges and issues.
You pay attention to the fine detail, with a focus on quality.
You love crystal clear communication. You communicate empathetically, effectively and in a timely manner to ensure solutions at the highest level of customer experience.
You are genuinely interested in others and love being part of a Team!
You consider the wider team before yourself.
You are open to new and innovative solutions.
You must present well and communicate clearly and effectively to upper management and other functions.
You are able to distil complex concepts into plain English, and vice-versa to people at all levels of understanding.
You’re willing to adjust course when appropriate new ideas or objections are raised.
Previous startup experience.
Previous remote working experience.
You’ve done social media yourself (so you know our customers’ motivations).
Salary range USD $20 - $30 per hour (dependent on experience).
HOW TO APPLY
Send an intro email (or a video) with your CV and cover letter.
All applications without a complete Angel List profile and intro note will be immediately disqualified.
We’re actively looking for a diverse and gender-balanced team.
Visit https://smarterqueue.com for more information about the product.
Due to the volume of applicants, only successful candidates will be contacted to progress their application. Thanks!
Please mention that you come from Remotive when applying for this job.
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