![The Learning Experience #393](https://media.trabajo.org/img/noimg.jpg)
Customer Experience Specialist, Phone Support
2 days ago
- Engage and support customers primarily via phone (Zendesk Talk) in an empathetic, professional and proactive manner. You'll be trained on email support to provide flexibility within the department, but phone will be the main means of communication
- Prioritize the customer experience by taking opportunities to build meaningful connections with customers that go beyond small talk (show interest in the customer and their business)
- Investigate and problem-solve together with team members from Engineering, Risk, Product, and beyond to troubleshoot customer issues and get results in a timely manner
- Own and improve our public support knowledge base by creating and updating articles that equip our customers with actionable steps for their inquiries
- Track data and learnings from customer interactions that deliver meaningful insights for product and process improvement
- Collaborate closely with Marketing, Product, and Engineering on customer pilots, new feature launches and more
- You have 1+ years of experience working in customer support or a customer-facing role
- You are a clear, concise and personable communicator both verbally and written
- You have a team-first mentality and take opportunities to share learnings and learn from your fellow team members
- You have deep empathy for customers and balance being resourceful and direct with customers
- You have fine-tuned prioritization skills to maximize your impact
- You have the ability to rise to a challenge; you can handle change, conflict management, and uncertainty at times
- You are naturally curious, you love to understand the “why” behind a problem or question and aren’t afraid to dig deep into problem-solving
- You are proactive and you find opportunities to fill gaps and make redundant or outdated tasks into more efficient processes
- Competitive salary and meaningful equity: every team member gets a piece of the pie.
- Comprehensive health benefits: we offer full health benefits + an HSA/WSA starting from day 1 so you get the coverage you need.
- Considerable vacation: we take time off to reset and recharge so we come back better for our customers.
- Hybrid/Remote work: this role is primarily remote at this time but will transition to hybrid when we open an office in Vancouver. We also love collaborating and connecting in our Toronto office – you'll come to Toronto for onboarding and then twice a year for our summer and winter events (travel and accommodations are covered). On top of this, we reimburse costs 1-2 times a week for you to visit a local co-working space and maybe even meet up with another team member depending on your location. For the days we spend at home, you will need a dedicated and private room to conduct phone calls confidentially.
- Personal and professional growth: support from leaders who care about your growth and success through regular feedback and coaching. Our goal is to make Relay a step-change career opportunity.
- Top-tier equipment: we’ll make sure you have everything you need to produce your best work.
- Team-first culture: we’re passionate about working collaboratively, bonding through team events, and most importantly having fun.
- Stage 1: A 30-minute Google Meets video call with a member of the Talent team
- Stage 2: A writing sample about customer experience
- Stage 3: A 45-minute Google Meets video call with two members of the Customer Experience team
- Stage 4: A 30-minute Google Meets video call with a member of the Leadership team The expected salary range for this position is $47,000 to $55,000 base. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.
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