Customer Operations Associate
Vi
Customer Success Advocate
Mighty Networks
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $25,000 - $35,000 per year
Job Level
JuniorMid-Level
About the role
- Provide timely and empathetic support to users through various channels, primarily written communication (email, chat, video call, social media).
- Understand user needs and provide tailored solutions that enhance their experience with Mighty Networks.
- Collaborate with the product team to relay user feedback and contribute to product improvements.
- Develop and maintain deep comprehensive knowledge of the Mighty Networks platform and its features.
- Determine and propose innovative and alternative solutions to resolve customer concerns effectively.
- Monitor and analyze user engagement, identifying trends and opportunities in internal procedures for enhancing user satisfaction.
- Contribute to the creation of support resources, such as help articles, tutorial videos, and FAQs.
- De-escalate frustrated customers with empathetic written and verbal communication over email, chat, and video call.
- Take full ownership of issues and proactively engage in problem-solving until resolution is achieved.
Requirements
- New grad to 2 years experience in customer support, community management, or a similar role.
- Excellent communication skills, both written and verbal.
- Professional demeanor and presence.
- Strong problem-solving abilities and a customer-centric mindset.
- Ability to work independently and as part of a team.
- Passion for community building and a keen interest in digital platforms.
- Can easily break down complex technical concepts and translate them to less technical teammates and customers.
- Experience with Intercom preferred.
- Previous experience working with multiple cross-functional teams preferred.
- Experience with hosting webinars and/or group sessions preferred.
- Experience creating procedures, documentation, and planning projects preferred.
