You are a driven, self-starting, get it done type person who loves working with talented individuals, towards a particular goal of rapidly scaling a software platform from tens of thousands to millions of users. You love impacting people's lives with strong customer relationships, helping people discover new fun in the outdoors and share in our passion for building systems that help avid sport fishermen and women connect and find further enjoyment in their sport. You are energized by working in a small cross-functional team to collaborate, solve problems, and build systems that elevate the experience of the angler. You are motivated by being a big contributor to a team's output and comfortable in representing a variety of technologies and solutions.
About you:
You are energized by contributing to a team, helping others, and having total ownership, responsibility, and accountability of your work output.
You are a self-starter who can identify a problem, communicate it, think through solutions then solve it with little or no instruction.
You are able to identify improvements or opportunities in your work and go after it without instruction.
You are a detailed person with the ability to capture and document details important to the internal team, customer, and customers experience.
You enjoy wearing many hats during a work day and playing a part in multiple work disciplines.
You are not afraid to give opinions, debate in discussion, and find collective solutions.
You are able to effectively communicate through email, text, chat, and in person.
ROLE RESPONSIBILITIES:
You will be managing the entire workflow for creating positive customer experiences with the Anglr network of social media, support, fulfillment, website, and brand partners. Your work will span across multiple departments including marketing, operations, and engineering.
On a weekly basis you will lead customer feedback meetings with management to provide an overview of the customers' sentiment with their experience on Anglr. You will also report on ticket open and close rates, NPS scores, app ratings, and reported user bugs.
You will respond and cultivate relationships with all inbound email support requests, social media support questions, and monitor and respond to live chat requests at anglr.com. You will be responsible for developing, implementing, and maintaining product FAQ documentation and quick start guides on anglr.com.
You will be responsible for managing Anglr’s consumer and business fulfillment, shipping, RMA program, and logistics processes for all Anglr goods as well as be responsible for any and all Anglr inventory tracking and accounting.
You will also be responsible for supporting Anglrs product team with bi-monthly field testing of new software builds with detailed field reporting of the experience using Anglr products. You are required to go fishing to complete field reporting.
You will be responsible for assisting in our beta tester program with surveys, interviews, and the interpretation of feedback for new product innovations.
REQUIREMENTS:
- 2-5 years experience in customer service role supporting an online community.
- Strong written and verbal communication skills of both internal teams and external customers.
- Deep understanding of customer success work flows, systems, and best practices.
