Customer Experience Associate

Job Description

JOB DETAILS

REQUIREMENTS

• Up to 3 years of relevant experience
• Experience in customer service: A successful candidate will have demonstrated and proven success in supporting customers daily in both email and phone support
• Highly detailed: You proofread, reread, and triple-check your work. You understand that details play a large role in setting a project up for success
• A troubleshooter: Creativity, patience, and a helpful attitude are crucial when helping the people we work with solve problems and get the information they need
• A quick learner who thrives with incomplete information: You will be supporting early-stage products in developing support processes. You’ll need to learn fast, ask clarifying questions, and provide honest feedback about what’s confusing or what customers struggle with—so we can improve together
• Excellent communication skills. You’ll be in contact with a variety of people every day — candidates for this position should enjoy constant communication and have a passion for helping people. You have a knack for processing complex information and tailoring your language to support users at all levels of tech literacy and proficiency with our tools
• Comfortable going solo: While you’ll be working on a team, most of your day-to-day work will be independently driven and managed
• Goal-oriented: We have goals as a team that we work hard to consistently meet and exceed. You are someone who enjoys both setting goals and meeting them, as well as supporting your team in meeting theirs
• Organized and efficient via email and over the phone: The person in this role will be responding to a high volume of inquiries each day and will regularly be problem-solving with customers

RESPONSIBILITIES

• Field and categorize assigned incoming support requests from campaign and organization admins, grassroots fundraisers and update customer profiles (“triage”)
• Meet assigned quality and quantity KPIs
• Act as a resource and educator for campaign and organization users on a variety of inquiries, including but not limited to navigating our products, processing refunds, account access and permissions, and all types of contribution forms
• Assist entity users with technical troubleshooting and bug detection, and work with our technical team on surfacing these issues
• Escalate complex or non-routine issues to manager or appropriate team members using good judgment
• Monitor cross-team communication channels and work collaboratively in assisting with support requests from other user-facing teams
• Regularly review product releases and documentation independently in order to maintain fluency in ActBlue’s evolving tools
• Participate in training and onboarding sessions, sharing knowledge with teammates as you build expertise
• May support supplementary projects as assigned based on business needs
• Identify and elevate urgent issues to relevant stakeholders over the weekend

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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