Success Team Coordinator

3 weeks ago


Park City, Utah, United States Momentous Full time

Momentous is a dynamic, fast-growing human performance company offering high-quality supplements designed to enhance physical and cognitive well-being. We believe that people at their best will produce a positive impact in their personal lives, communities, and ultimately, the world.

About the Role

This is an individual contributor role that reports to the Director of Customer Care and works to create, facilitate, coordinate, and oversee the customer support journey from front to back.

Key Responsibilities
  1. Manage and execute to meet or exceed team KPIs
  2. Ensure timely and appropriate responses in all care channels (email, chat, social channels, chat bot, reviews, and social media)
  3. Successfully lead and implement customer success training
  4. Develop and complete QA evaluations
  5. Liaise with 3rd party BPO leadership
  6. Create and manage documentation of policies and SOPs
  7. Utilize documentation to aid in the creation and implementation of self-serve and automated contact channels (help center, and chatbot)
Requirements
  • Excellent communication and organizational skills
  • Capable of coaching others and providing feedback
  • Creative problem solving and strategic thinking
  • Efficient knowledge of customer service tech platforms and Shopify systems
  • A high level of empathy for the customer and curiosity about their experience with us
What We Offer
  • $83,000 - $110,000 annual salary, depending on experience
  • Competitive cash compensation plus employee stock options
  • Health/Vision/Dental
  • Unlimited PTO
  • Generous set of observed holidays (16 days of office closure)
  • $1,000 annual perks program to support a high performance lifestyle
  • Access to Momentous products and merchandise


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