Customer Support Specialist

3 weeks ago

Los Angeles, United States DSLRpros Full time

Why DSLRpros?


At DSLRPRos, you work with emerging tech products that allow organizations to work safer, smarter, and faster. From disrupting how we inspect power grids to finding missing persons in a fraction of the time, the use cases for drones in industry and public safety are growing every day. DSLRPRos is at the forefront of it all


We are looking for hungry individuals to help us determine the best e-commerce, digital marketing, lead gen, product distribution, and after-sales support practices to ensure the success of our customers, whether they are rural fire departments or multinational Fortune 100 enterprises.  


Join us in helping the world save money, time, and lives. 


*Please note that is an on-site role at our Chatsworth, CA headquarters with some flexibility for hybrid work*



About the Role:


The Drone Customer Support Specialist will enhance customer satisfaction and drive customer retention and growth. H/She will maintain, and help continuously improve, our systems for responding to customer queries via our website, phone, email and various other online channels, and ensure all of these queries and support tickets are completed in a timely manner. This position will also be a key player in our overall sales operation, helping us over deliver on customer expectations while reducing friction throughout the pre and post sale process. 


The ideal candidate will have a background in drone customer service, excellent communication skills, and a passion for helping customers succeed. H/She will model exemplary behavior, adhere to processes and best practices, identify opportunities for continuous improvement, and drive strategies as appropriate.


What You Will Do:

  • Serve as the primary point of contact for key customers, understanding their needs and ensuring their success with our products and services.
  • Collaborate with sales, marketing, operations, and product teams to ensure a seamless customer experience.
  • Help to close e-commerce sales with online customers who call or chat before or during checkout.
  • Lead and provide guidance, support, and training to ensure high performance.
  • Monitor customer health metrics and identify areas for improvement.
  • Conduct regular check-ins with customers to ensure they are achieving their desired outcomes.
  • Address customer concerns and issues promptly, working to resolve them promptly and effectively.
  • Develop and maintain strong customer relationships, acting as a trusted advisor and advocating for their needs.
  • Create and deliver customer success reports to leadership highlighting key metrics and success stories.
  • Stay up-to-date with industry trends and best practices in customer success.


What You’ll Bring:

  • 3-5 years of experience in customer success, account management, or a related role.
  • 1-3 years of experience in Drones, E-Commerce or related industry.
  • Highly motivated and proactive, with a proven ability to manage multiple projects.
  • An “entrepreneurial mindset”, willing to push through and find creative solutions to difficult problems.
  • Strong analytical, strategic, and creative problem-solving skills.
  • Proficient in Excel, PowerPoint, and Google Suite.
  • Working knowledge or interest in sales support systems, data, and tools is a plus.
  • Proven track record of leading a customer success team.
  • Strong understanding of customer success best practices and methodologies.
  • Excellent communication and interpersonal skills.
  • Ability to analyze data and metrics to drive decision-making.
  • Strong problem-solving skills and a proactive approach to addressing customer needs.
  • Experience in the drone industry or technology sector is required.
  • Proficiency in customer relationship management (CRM) software.

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