Customer Experience Specialist for Digital Media

Customer Experience Specialist
Position Details

Hours: Minimum (9 AM - 1PM EST/CSTNew York time)
Company maintains GDPR/ISO/SOC2 compliance
Position requires an working experienced background check

Primary Goal
Provide white-glove service to paying customers, leading to increased customer loyalty, retention, and advocacy.

Key Responsibilities
- Customer Support
- Provide comprehensive customer support with quick, professional responses
- Identify, troubleshoot, and resolve Level 1 customer issues
- Escalate complex problems to Level 2 support or relevant teams when necessary

Technical Support Management

- Identify customers issues requiring management intervention
- Escalate support tickets to management via ClickUp
- Monitor progress of escalated tickets
- Keep customers informed throughout resolution process

Sales Coordination

- Identify potential sales leads during customer interactions
- Hand off leads to sales team with comprehensive notes
- Ensure smooth transitions between support and sales

Account Management

- Update customer accounts with current information
- Maintain Executive Business Review (EBR) calendar

Documentation

- Develop and maintain customer success documents
- Tailor documentation to each customer's specific needs and goals

Additional Duties: May include other data entry or data retrieval tasks as assigned.