Customer Experience Representative
Customer Experience Representative
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Job Description
Discover
The Opportunity
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 Socials in-platform chat system. You will also perform various customer support duties such as deck building product tagging and custom requests.
What youll do
Responsibilities
As a Customer Experience Representative you will:
- Maintain product expertise of the Dash Social platform at all times.
- Support and assist customers while managing our in-platform chat system (Intercom).
- Troubleshoot 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.
- Identify common user errors and provide timely solutions.
- Provide clear and simple troubleshooting steps via in-platform chat or virtually when required.
- Communicate progress on bugs and product questions to customers and prospects.
- Join customers on calls when needing to escalate bug resolutions.
- Escalate follow and communicate bug resolution.
What youll need
Qualifications
Desired Skills and Experience
- 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
- 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.
- 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.
About You
- You pick up new technologies quicker than most and love to understand how things work. You have the confidence to figure out the unknown.
- You have a customer-first mentality and know what questions to ask to get to the crux of an issue.
- You think outside of the box. Finding creative solutions to solve problems for your customers is what drives you.
- You care about what you do and about those around you. You love working as part of a team.
Dont meet every qualification Research shows that equity-deserving groups like women and people of colour are 20% less likely to apply to jobs unless they are 100% qualified. Dash Social is committed to diversity equity and inclusion by representing the diverse communities we serve. Our culture values differences and ensures that every current and prospective team member has equitable access to opportunities to succeed. If you are interested and excited about this role but your qualifications dont match up perfectly we encourage you to apply. You may be the best candidate for this role.
Were looking for
Core Skills
A little bit about us
Dash Social
The only tool you need to outsmart social
Dash Social is a social media management platform that equips brands with intelligence and speed to stay ahead of the curve. Through its sophisticated cross-channel insights and workflow tools Dash Social enables brands to create content that entertains engages and drives consistent business results. To discover how Dash Social is empowering brands to outsmart social visit .
At Dash Social you will be given the opportunity to take risks learn and grow your career. Youll be joining a talented hardworking team with leading policies and practices recognized as a top employer in Canada.
Are you interested
Work With Us
At Dash Social we strive to build great solutions that solve real problems for marketers and are unabashed about our unique ability to be the best at what we do. To achieve our goals as a company and provide a service to our customers that is unmatched collaboration and support among the team is what propels us forward.
Dash Social would not exist without the dedicated employees who contribute their unique skills voices and ideas to the companys long-term success. Building a diverse and talented team is an integral part of creating an innovative and well-rounded product and work environment.
Dash Socials hiring practices and company culture does not condone discrimination based on race religion colour national origin sex sexual orientation age veteran status disability status or any other applicable characteristics protected by law.
Employee Benefits
At Dash Social our team is our competitive advantage. We are committed to supporting one another and work hard to ensure everyone has the support they need. In addition to health and dental benefits for you and your family you can also expect:
- 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
Required Experience:
Unclear Seniority
Employment Type
Full-Time
