Customer Care Associate

4 weeks ago

Philadelphia, United States American Bible Society Full time

**DIGITAL BIBLE LAB PURPOSE**
- The Customer Care Associate will join the Digital Bible Lab team at American Bible Society. We work with a vast network of global partners to remove barriers to Scripture access by developing and supporting amazing technology. The team's work is heavily focused on the Habakkuk 2:14 vision which is central to American Bible Society’s calling and purpose: that “the earth would be filled with the knowledge of the glory of the Lord as the waters cover the sea.”
- Starting with this guiding vision, the Digital Bible Lab is a distributed team that works with a global network of partners (domestic and international) to develop the strategies, methods, and tools that move us closer to a world in which everyone on the planet can experience the Gospel hope found in God’s Word.

**JOB PURPOSE**
- The Customer Care Associate will join the Operations Team of the Digital Bible Lab. The Operations Team’s mission is to care for and support the people and operations of the Digital Bible Lab, cultivating a thriving team and fostering a ripple effect of impactful and enduring outcomes by delivering sensible solutions and steadfast service.
- Customer Care includes:

- Promote the _health_ of our user community by proactively serving users, providing users the resources they need to be successful, and responding to user requests and incidents
- Elevate customer _satisfaction_ and _education_ by proactively engaging users with on-demand training and resources, as well as timely written or video responses to requests and incidents
- _ Serve_ as part of the Operations Division of the Lab, integrated in Product teams

**KEY FUNCTIONS**
- User Docs and Resources
- Create and maintain User Docs for our customer community that promote self-service and ease of use for our products.
- Collaborate with Product teams, be aware of product updates, and ensure new features are communicated to the user community.
- Ensure User Docs are technically accurate by collaborating with Product Managers and Developers.
- Create visual aides like video tutorials and demonstrations of product features that can enhance customer acquisition and satisfaction.
- Customer Communication
- To resolve incidents and requests, manage interactions through our help ticketing system:

- With clarity, simplicity, responsiveness, consistency
- With our desired voice and tone
- By exhibiting our company’s values
- Own tickets, moving issues to resolution with whoever is responsible for final steps.
- Respond primarily in written form and utilize video calls when it best serves the user.
- Product Team Integration
- Participate in regular agile meetings (Daily Standups, Sprint Reviews, Sprint Plannings, and Sprint Retrospective).
- Report on tickets (requests, incidents, bugs) and response rates.
- Proactively share incidents or bugs for resolution.
- Function in a matrix style, taking direction from Sr. Portfolio Manager and Product Managers.
- Collaborate with Engineers and Designers during product development to share user feedback or perspective.
- Coordinate product newsletters and customer-facing help websites.
- Document annual and quarterly objectives and measurable key results.
- Work on special projects with the Operations Team, such as knowledge management, regular operations practices, team retreats and meetings, special events.

**ESSENTIAL TRAITS & SKILLS**
- Passion for the Bible cause and the Bible’s power to transform lives. Strong belief in the mission of American Bible Society. View your customer interactions as an extension of the product and organizational brand.
- Love for communication. Ability to communicate clearly via both oral and written means. Ability to understand what people are really saying with what they’re saying. Great editing skills.
- Working style that shows initiative, problem solving, and responsibility.
- High value for learning, discovery, and continuous improvement.
- Ability to work in an independently remote environment, with high ownership for your tasks, and perspective to see what the team needs to succeed.
- Ability to provide respectful constructive feedback and willingness to incorporate feedback from others.
- Willingness to understand and be respectful of cultural differences, norms, customs, and expectations that might affect how customers perceive and interact with support services.
- Empathy and ability to anticipate customer needs.

**OTHER POSSIBLE TRAITS & SKILLS ARE A PLUS**
- Technical product experience, especially with APIs
- Experience with customer service
- Experience with some of our key tools: Help Scout, Jira, Confluence, Mailchimp, Slack, Miro
- Experience with iterative agile software development methodologies like Scrum
- Curiosity and interest in new technologies and tools
- Multi-lingual

**EDUCATION AND TRAINING**
- Bachelor’s degree or equivalent experience
- 1-3 years of experience - customer service, project management, or communications pref

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