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Customer Experience Manager

We’re looking for a smart, enthusiastic, self-starter to join our growing Customer Experience team.

You will directly support our flagship product, Wordsmith - the industry-leading Natural Language Generation platform - and related product integrations by interacting with both customers and cross-functional teams across the entire company, from Product to Accounts to DevOps.

As a Customer Experience Manager you will field incoming support requests from technical and non-technical customers. You will troubleshoot their issues to completion, while teaching users how to use Wordsmith and suggesting more intuitive or simpler ways for them to achieve their goals.

The Customer Experience Manager is expected to facilitate change within our organization as well. You understand our customers more than anyone else in the company, can speak confidently about their experiences within the product and can back it up with data. You will proactively find ways to improve our internal processes and external tools to best assist our customers. You may work with other teams to find solutions to customer or UX problems. When urgent bugs arise, you are the critical link between our engineers and the customer, gathering details and communicating with both parties on the status of the other.

 

What you will need to be successful in this role:

  • Experience in a customer-facing position supporting a SaaS product
  • Excellent written and oral communication skills
  • High emotional intelligence
  • Passion for client satisfaction and customer service
  • Familiarity with support processes and documentation creation
  • Technical troubleshooting skills
  • Ability to clearly communicate technical problems and solutions
  • Drive to independently solve problems and follow projects through to completion
  • Comfortable working with a small team in a fast-paced, changing work environment
  • Appetite for knowledge and learning new things
  • Detail-oriented and results focused

What your day- to-day will look like:

  • Communicate with customers via email, phone, and chat as a first line of support for product questions and issues
  • Manage support tickets, work with internal team members to resolve any software bugs, and communicate progress to customers
  • Help develop customer-facing product documentation and knowledge base materials
  • Improve the product by gathering customer feedback and keeping internal team members updated with common customer issues
  • Lead QA testing, gather and present feedback and results to various internal teams

 

No recruiters, please. We respect the hustle, but please don’t contact us. We do not work with outside firms.

 

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