Product Communications Lead

1 month ago

Burlington, Canada Chit Chats Full time

**Company Description**
Chit Chats' vision is to help Canadians deliver their goods to the world with postage at unbelievable prices. We are a fast growing entrepreneurial company making a huge impact to Canadian entrepreneurs and businesses. As ecommerce removes borders, we don't want high Canadian postal rates to be a barrier to world commerce. We aim to remove these physical and financial restraints to create a seamless, borderless and boundless world of opportunity for Canadians.

We value all of our clients. Our success has been built by honesty, trust, determination, and delivering on our promises. Our staff must be loyal and committed to the business. Customs compliance and customer service are our top priorities. We value hard work, diversity, teamwork, and respect.

The Role

The Product Communications Lead acts as a liaison between the Product team and Branch Staff. They are an expert in all Chit Chats products and services including carriers, suppliers, partners and logistic operations. They effectively communicate all product and operational changes to staff in a timely manner and strive to ensure employees have a clear understanding of new products and services. They attend business and departmental meetings to document and report updates, as well as gather staff and client feedback.

**Responsibilities**
- Maintain the public knowledge base: Write new articles as new features launch, update existing articles as products and services change
- Write training manuals for frontline staff on product and service offerings
- Work closely with Branch Leads to keep staff updated on new processes and platform changes, to receive updates on staff and client feedback. Host meetings when necessary
- Compose internal memos that communicate changes to frontline staff (client support, branch staff, other stakeholders per management direction)
- Work closely with key departments (operations, business and development) to maintain a good working knowledge of the platform (via Basecamp, Github, conversations). Provide client & staff feedback
- Work closely with the Client Support team to inform of upcoming client communications or changes that are client-facing and gather feedback to share with key departments (operations, business and development)
- Collect employee feedback on features and improvements for submission to management
- Coordinate internal and client communications with Communications Manager
- Additional duties to support clients, staff and Branch functions as required

**Responsibilities to Clients and Partners**
- Maintain accurate support resources and business listings/information
- Funnel client concerns and feedback to the appropriate stakeholders
- Support the creation of client communications as required

**Responsibilities to Team**
- Maintain a good working understanding of the Chit Chats platform and services
- Inform staff of upcoming feature or service changes and client communications
- Answer questions from staff and funnel feedback to appropriate stakeholders
- Maintain accurate training materials for staff under the direction of the Communications Manager and HR

**Qualifications** Qualifications**
- Strong knowledge of the Chit Chats product and services as well as Branch operations and procedures
- Excellent verbal and written communication skills
- Ability to prioritize tasks with efficiency in a fast paced environment
- High level of accuracy and attention to detail
- Warehouse and shipping experience an asset
- Trustworthy, reliable, full of heart with a positive outlook in life
- Possess a passion for serving people, going above and beyond to help our clients realise their dreams

**Additional Information**
Additional Information
- This is a Permanent Full-Time position.
- A working computer with an ability to generate and handle large reports is required for this role.
- This position is remote, however you may be required to attend on-site meetings from time to time.

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