Sr. Customer Advocate Tampa, FL, Remote

1 month ago

Tampa, United States Drift Full time

**Sr. Customer Advocate**

Office: Tampa, FL, Remote **About Drift**

Drift is the Conversational Marketing platform that combines chat, email, video, and automation to remove the friction from business buying. With Drift, you can start conversations with future customers now, on their terms -- not days later. There are over 50,000 businesses that use Drift today to generate more revenue, shrink sales cycles, and make buying easy. Our mission is to use conversations to make business buying frictionless, more enjoyable, and more human.

**About the role**

The goal of the Customer Advocate Team is to be the voice of our customers and drive change. Youll be the closest to the customer and interacting with them daily, so were leaning on you to identify and advocate for how we can keep improving the customer experience.

**What youll be doing on the team**

**In one month youll**

* Attend training to learn the Drift story, how we work, and our goals for the future

* Learn how Drift works and why our customers use it

* Have 1:1 meetings with your direct manager and meet with other key players

* Shadow colleagues, learn best practices for what makes Drift Customers successful

* Resolve customer questions in chat and email

**By month 3 youll**

* Continue to master your knowledge of the Drift product and have a deep understanding of how our customers use Drift to achieve their goals

* Manage the frontlines by juggling customer conversations while maintaining five-star customer service standards

* Be the squeaky wheel that advocates for the customers to our product teams. You will be expected to help ship changes that reduce the number of product related questions

**By month 6 youll**

* Master an ever-changing product as fast, if not faster, than the company is growing

* Own swift resolution of technical issues on behalf of our customers by partnering with the product team. This includes identifying, escalating, and suggesting solutions in order to drive a successful outcome

* Drive projects forward that synthesize your customer interactions and internal Drift processes to improve the customer experience

* Be consistently hitting and exceeding your customer experience goals

**Drift is committed to being an equal opportunity employer.**

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If this sounds like a company you would like to join and a role you would thrive in, please dont hold back from applying Whatever skills you bring to the table or background youre coming from, we welcome you to start a conversation with us. We need your unique perspective for our continued innovation and success. Were looking forward to learning more about you

Drift is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at disabilities@drift.com

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