CafeMedia is looking for a Customer Service Specialist to join the AdThrive team. You’ll work collaboratively as a Customer Service team member helping to drive customer loyalty by ensuring we’re delivering an amazing experience in every interaction we make.
Your work will help us build crucial new capabilities to continually make things better and allow us to advocate for our customers. We’re looking for exceptional communicators who want to help build a world-class team to further our mission to create a creator-first future.
From overseeing payment-related and general support inquiries to helping support our growing business, you’ll take our award-winning customer service team to new levels.
You’ll also be dealing with various support cases and customer interactions in this role. You’ll bring data and technical information to life with deep empathy for our customers and a knack for distilling complex communications into clear, compelling messages.
What you’ll be doing
Craft thoughtful and knowledgeable answers to questions received via our email ticketing system (Zendesk) using effective, on-brand messaging.
Support customers on various topics, including payment issues, customer dashboard questions, internal account transfers, and other product support needs, ensuring happiness and satisfaction in every interaction.
Use research skills and collaborate with internal teams to solve customer issues.
Collect customer feedback for Customer Service, Product, and Leadership teams.
Escalate technical issues and product bugs to the appropriate Engineering teams.
Help improve our customer and internal support team resources, including writing and editing canned responses, adding to our knowledge base, and making suggestions for improving processes.
Cross-training on other Customer Service responsibilities, and helping with various tasks, projects, and process documentation to help support our growing team.
The skills and experience you’ll bring to the job
2+ years in a remote customer-facing role using Zendesk or similar ticketing software, with a genuine desire to help others solve problems and succeed.
A strong communicator with excellent writing and editing skills and a passion for crafting clear and concise explanations.
Experience writing and/or collaborating on customer-facing knowledge-base articles and internal training articles.
An organized, creative problem solver able to prioritize an ever-changing queue of customer issues.
Analytical thinker with strong interpersonal skills, collaborative mindset, and willingness to learn new things.
Experience implementing new support workflows and processing
Ability to adapt to change in a fast-paced, evolving industry
Patience, grace, a sense of humor, and some moderate GIF-sharing abilities
Bonus
Experience supporting customers with international payment-based needs
Previous experience supporting online creators
Experience using Salesforce CRM, Confluence, or Monday a plus!