Social Media Manager
The Boutique COO
Job Level
Mid-LevelSenior
About the role
- Set up and configure a shared inbox and ticketing system for the Customer Success team.
- Establish workflows, automation rules, and escalation processes for efficient ticket handling.
- Create a robust, customer-facing knowledge base with help articles, FAQs, and video tutorials.
- Collaborate with Product and Customer Success teams to ensure content accuracy, clarity, and brand consistency.
- Regularly update and do knowledge based upkeep as a new product features are released.
- Use analytics to identify gaps and enhance self-service options.
- Respond to customer inquiries with speed, empathy, and accuracy.
- Act as a trusted resource to help customers maximize the value of the platform.
- Partner with Product Marketing to convert product updates into customer-facing materials.
- Work with Engineering and Product teams to relay recurring customer feedback.
Requirements
- 5–7+ years of experience in Customer Success, Customer Support, or related roles.
- Proven experience implementing or managing customer engagement platforms.
- Strong written and verbal communication skills; fluent in English.
- Excellent project management skills with the ability to handle multiple priorities.
- Experience creating help content and video tutorials.
- Proficiency with tools like Google Workspace, Slack, Loom, and Linear.
- Background in SaaS, tech startups, or the real estate/homebuilding industry. (Nice-to-Have)
- Experience in product marketing or customer education content creation. (Nice-to-Have)
- Familiarity with customer success metrics and best practices. (Nice-to-Have)
