[Hiring] Customer Experience Representative @Dash Social

Role Description

As a Customer Experience Representative, you will be the in-platform expert for all Dash Social customers and prospects. As a member of the Customer Success team and working closely within our Revenue team, you will provide answers to all incoming questions and issues via Dash Social's in-platform chatbox. You will also perform various customer support duties, including deck building, product tagging, and custom requests.

Responsibilities

• Maintain product expertise of the Dash Social platform at all times.
• Support and assist customers while managing our in-platform chat system (HubSpot).
• Troubleshooting with customers to help resolve technical issues and answer platform-related questions.
• Create social media insights reports and presentation decks using the Dash Social platform.
• Work closely with Account Owners to provide support for customer accounts as required.
• Understand common user errors and provide solutions in a timely manner.
• Provide clear and simple troubleshooting steps via in-platform chat or virtually when required.
• Communicate bugs and product question progress to customers and prospects.
• Join customers on calls when needing to escalate bug resolutions.
• Escalate, follow, and communicate bug resolution.

Qualifications

• 1-2 years of relevant work experience, including customer-facing experience in-person, online, and/or over the phone. Corporate customer experience is considered an asset.
• Proven understanding of technology and resolving customer concerns.
• Excellent written and verbal communication skills, with the ability to explain challenging situations concisely and user-friendly.
• Excellent organization and time management skills. You excel in a fast-paced environment.
• Strong analytical skills and ability to think critically.
• Ability to work independently and as a part of a team.
• SaaS or start-up experience is an asset.
• Experience in digital, social media marketing, and related technologies is an asset.
• Post-secondary degree or diploma is an asset.
• Fluency in additional languages is considered an asset.

Benefits

• Vacation, personal days and sick time
• RRSP/401k matching
• Annual mental health benefit
• Quarterly wellness benefit
• Donation matching program
• Parental leave top-up plan
• Work-from-home benefit
• Flexible working hours and location
• Departmental and team-wide bonding activities