Customer Experience Specialist

5 days ago

Vancouver, Canada Giftbit Full time

**COMPANY INTRO**

Giftbit. Simple, remarkable rewards.

Giftbit’s powerful platform and compelling customer experience are made by our dynamic team. To guide our actions, the Giftbit team has defined eight cultural principles that help us in our daily work and decision making. What we do is who we are. Learn more about these principles here.

**THE ROLE**

As the **Customer Experience Specialist,** you will be responsible for surprising and delighting our Giftbit users as well as Giftbit recipients who are stuck, need our help or simply want to know more. The Giftbit user base usually needs help getting set up with our product, understanding best practices in using the app, adopting new features or help troubleshooting. Giftbit recipients usually have questions about how to redeem their cards. Additionally, you will support the success and sales teams in addressing lead & customer needs and support escalations. When not helping our customers, you will update and create new support documentation and contribute to process improvements. We are looking for a Customer Experience Specialist that is passionate about customer support and about the role it plays in making a customer-centric team successful. This role reports to the Customer Success Lead.

**WHAT YOU’LL DO**
- You will build deep knowledge of the Giftbit product to provide contextualized support to Giftbit users and recipients, adhering to responses and escalations’ SOPs and SLAs.
- You will amplify the voice of the customer, becoming a trusted advocate for your users and recipients internally, representing their needs to key stakeholders at Giftbit.
- You will document and improve the processes associated with the role.
- You will observe trends across inquiries, identifying improvement areas to optimize team-specific documentation & workflows that empower great support experiences at a growing scale.

**WHAT YOU CAN BRING**
- 1+ years of experience providing excellent customer support, preferably in the technology/SaaS industry.
- You are curious by nature and thrive through problem-solving.
- You are a self-starter and take initiative at every turn. You are energized by collaboration, identifying gaps & opportunities and owning improvement initiatives.
- You have well-defined systems to get your projects started and get your initiatives across the finish line.
- You are thoughtful about collaboration and communication with other departments.

**EXTRAS WE’D VALUE TOO**
- Experience in customer support using a ticketing system like Intercom, Jira Service Desk, Zendesk, or similar.
- You have experience working in customer support, customer success or a customer-facing role for a technical product at a SaaS company or startup.
- You have experience working with a distributed team.

**OPPORTUNITIES AT GIFTBIT**

One of our 8 Cultural Principles is adopting a growth mindset. We invest in the professional development of our team. You will have opportunities to grow your skill and perspective with education, conferences, and relevant training.

Work at Giftbit is meant to support success and prosperity in the fullness of your life. We promote holistic self-care and health. We offer flexible workspace options. We celebrate the diversity of people’s strengths in an inclusive team environment that embraces learning and improvement.

**YOUR APPLICATION**
- Compensation: $58,000-$80,000_

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