Operations and Customer Success Coordinator
2 weeks ago
We are looking for an Operations and Customer Success Coordinator to join our rapidly growing team. Your job will be to help onboard our new customers and assist them in having success using our innovative software. This is the first hire we are making in this function in the organization so you will need to be both a do-er and a leader of one. This equates to significant opportunities for rapid growth in responsibilities and career trajectory. You will work closely with the CEO and other executive leaders. Help us launch and grow this innovative new company.
Minutebook is building a new platform at the intersection of legal technology, financial technology and the startup ecosystem. Led by technical founders with experience building and selling multiple successful software companies, we are looking for team members with a passion for execution quality and speed who want to help shape the technology & culture of Minutebook. Join a new company with zero bureaucracy with endless opportunity to grow your career.
We're looking for some great writers who love helping people, so you should enjoy making complicated situations simple and painless. This means being a great problem-solver with the ability to process and resolve issues quickly. You should be a stellar communicator, even when you have to communicate less-than-stellar news. You should have highly tuned senses of compassion and empathy and a drive to constantly help others.
The Operations and Customer Success Coordinator, or OCSC, will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best OCSC are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. OCSCs can put themselves in their customers' shoes and advocate for them when necessary. Customer feedback is priceless, and these OCSCs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don't have enough information to answer customer questions or resolve complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Responsabilities
- Prioritize, respond to and recognize patterns in incoming support requests.
- Onboard new customers and load in their historical data to our platform enabling them to realize value from our software as quickly as possible.
- Build sustainable relationships and trust with customer accounts through open and interactive communication. Provide accurate, valid and complete information by using the right methods/tools.
- Meet personal/customer service team targets and request handling quotas.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Go the extra mile to engage customers.
**Requirements**:
- ** Must be currently located in British Columbia.**:
- Must have **perfect written and spoken English.**:
- Proven customer support experience or experience as a Client Service Representative
- Impeccable attention to detail and organization
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Knowledge or experience in the** legal industry** a strong asset but not required.
**Benefits**
- Competitive compensation based on experience.
- Opportunity to participate in employee ownership program. Come be an owner not just an employee
- Currently fully remote although we are looking for an office.
- Top of the line technology including laptop, display and other work tools.
- Generous health benefits subsidy.
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